User & Performance

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Monitor Users: Explained

The Monitor Users section in CallHippo provides real-time visibility into the activity status of users. It displays the number of agents available, on calls, idle, on break, or offline. It also shows detailed information for each user, including login and logout times, session start time, current status, and session duration. This feature helps in supervising team activity and managing workforce availability. Purpose of the Monitor Users Tab The Monitor Users tab is used to: - Track the curr...

How to change the name of a Team?

Need to update a Team name in your CallHippo account? Whether you're reorganizing internally or simply want a more accurate label, changing a Team’s name is quick and easy. Follow the steps below to rename an existing Team without impacting its members or functionality. 1. Log in to your CallHippo dashboard. 2. Navigate to the ‘Users and Performance’ section and click on ‘Teams’. 3. Click on the settings icon of the team you want to change the name of. 4. Edit the name from here. 5. You ca...

What is Voicemail Drop? How does it work?

What is Voicemail Drop? CallHippo's Voicemail Drop allows you to leave a pre-recorded voice message directly from the ongoing call screen. How does it work? When any outgoing call has been placed, if the call goes to voicemail, agents can simply click the "voicemail drop" button from the dialer screen. This will immediately hang up the call for the Agent. The system will play the pre-recorded message to the receiver side in the background and disconnect the call. Agents can immediately start ...

How to Use the Clone Settings Feature for Users and Numbers

We offer a Clone Settings feature for both numbers and users, allowing you to easily copy the configuration from one number or user to another. This helps you quickly duplicate existing settings without having to set everything up from scratch, saving time and ensuring consistency across your account. Details for both have been given below: 1. What is “Clone User’s setting” and how to use it What is the “Clone User’s setting”? The Clone User Settings feature allows you to quickly replicate th...

Edit a Sub-User's First and Last Name

Changing a username in CallHippo may be necessary for various reasons, such as reflecting a legal name change, correcting typographical errors, or aligning with company naming conventions. To change your username in CallHippo, follow these steps: - Log In to Your Account: Navigate to the[CallHippo Web Dashboard](https://web.callhippo.com/dashboard) and enter your credentials to access your account. - Access User & Performance Settings from the left side menu. Once logged in, click on the Se...

How to analyse user productivity?

How to analyse user productivity? If you're new to CallHippo and looking to understand how your team is performing, CallHippo offers a range of powerful reporting tools that help you analyze user productivity in detail. Whether you're managing a sales team, a support center, or any other call-based operation, these reports provide essential insights to evaluate and improve user performance. Tools to Analyze User Productivity Below are seven built-in features in CallHippo that help measure use...

Call Cascading Order

How to create a team and how to set a call cascading order? You can create teams in CallHippo to efficiently redirect incoming calls to multiple agents. Calls can be cascaded in three different ways: Simultaneous, Fixed, and Round Robin, allowing you to control the call flow. Steps to Create a Team: - Log in to CallHippo → Navigate to User & Performance → Select Teams. - Click on Create Team. Call Cascading Orders: Call cascading allows you to distribute incoming calls among team member...

Campaign Management

What is Campaign Management? Campaign management refers to the process of planning, executing, tracking, and analyzing marketing or sales campaigns to achieve specific business goals. It helps to analyze data according to different campaigns and measure sales agent’s productivity for different campaigns. Need for Campaign Management: Efficiency: Streamlines sales and marketing efforts by organizing outreach activities. Performance Evaluation: Tracks and measures team and individual agent pro...

Call Scripts: Feature and Setup Instructions

What is a Call Script? A Call Script is a ready-made conversation guide that helps sales and support agents handle customer calls smoothly. It includes key talking points, answers to common questions, and step-by-step guidance to resolve issues effectively. Why Use a Call Script? - Ensures accurate and consistent responses across all calls. - Reduces call handling time and errors - Builds agent confidence - Delivers a more professional and seamless customer experience. Call scripts he...

What is Target vs Achievement?

With the help of this feature, you can set the targets for your users and check whether they have achieved their targets or not. It would help you to analyze the performance of your users. You can set targets for various things like call target, login hours, and talk time. Call target- you can assign the number of calls needed to make by the users. Login hours- you can assign the number of hours needed to be online. Talk time- You can assign the minimum talk time needed to be achieved. To se...

How can we delete the teams?

If you’ve created teams in CallHippo that are no longer needed, it’s a good idea to clean them up to keep your account organized and easy to manage. This article walks you through the simple steps to delete unwanted teams from your CallHippo account. Steps to delete an already created team: 1. Log in to your CallHippo account. 2. Navigate to the ‘Users & Performance’ section and then click on the ‘Teams’ option. 3. Click on the “delete” button visible in red beside the team that you want to ...

How to create a team?

How to create a team? Modified on: Mon, 20 Apr, 2026 13:08 Step 1: Log in to your CallHippo Dashboard https://web.callhippo.com/dashboard Step 2: Click on "User & Performance" in the left-hand side panel. Step 3: Under the “User & Performance” click on "Teams" Step 4: You will be able to see the page with the existing Teams. Select the orange colored button on the right hand side top and click on "Create Team". Step 5: Once you click on “Create team” a page will appear in which you need to...

What is User Role System?

CallHippo lets you assign different roles to users and set up reporting relationships to create a clear team hierarchy. This helps you manage teams under one account, keep data separate for each team, and control who can access what information. With the user role system, one team cannot view another team’s data. Access and visibility depend on roles and reporting relationships. How to Assign Roles When Inviting Users Go to Users → Invite User While inviting a new user, you can choose the use...

How to delete a user?

Refer to the steps below to delete a user: 1. Log in to your CallHippo dashboard. 2.Navigate to the “Users and Performance” section towards the left of the screen and click on the “Users” option. 3. You will be directed to the page where you will be able to check the list of active users. Click on the red delete user button, as visible in the screenshot. 4. Click on “Yes” to confirm the deletion of the user. The user is now deleted from your account. Important: - Deleting the user will ...

How to Add a User to Your CallHippo Account

How to Add a User to Your CallHippo Account Modified on: Mon, 20 Apr, 2026 12:39 1. Important Information to Know Before Adding a User to Your Account Seat Charges: Please note that 1 user utilizes 1 seat in your account, which costs the same as the plan charges. For example: 1-If your plan costs $25 per month, then for 2 users/seats, you will be charged $50 per month. 2-For 5 users/seats, you will be charged $125 per month. Reason to Pay Full Plan Charges for a User in Your Account: Each u...