Manage agents

Create and edit an agentCopy Anchor Link

1. Open Agents and choose the create action.
2. Enter the responder’s name and email address.
3. Create the agent. The agent’s edit page opens.
4. Update User data and choose Save changes when needed.

The create form does not ask for an initial password or an active/inactive choice. Creating an agent does not send an invitation email automatically.

Use the overview’s search to find a responder. Click the row to open their detail page; the three-dot menu contains enable/disable and delete actions.

Understand agent statisticsCopy Anchor Link

The detail page shows resolved incidents, acknowledged incidents, open assignments, recent resolutions, and timing averages.

• Average acknowledgement: elapsed time from incident creation to acknowledgement, for the agent’s recorded acknowledgements.
• Average resolution: elapsed time from creation to resolution, for recorded resolutions.
• Sample count: how many valid incidents contribute to an average.
• Recent incidents: up to ten recently updated incidents associated with the agent’s assignment, acknowledgement, or resolution.

Missing or invalid timestamps do not count as zero-second responses. An absent average means there are no valid samples. Averages are not a measure of time spent actively working.

Record vacationCopy Anchor Link

Use the Vacations section on the detail page. Vacation is recorded as whole days in the organisation timezone. Read Vacations and overrides before making coverage changes.

Disable or delete safelyCopy Anchor Link

If PagerMate blocks disabling or deleting an agent, resolve the references first:

1. Remove them from schedule membership.
2. Replace or cancel their active or upcoming overrides.
3. Remove them from escalation policy levels.
4. Reassign their open incidents where applicable.
5. Retry the action.

Prefer disabling an account when you want to keep it for reference. Deletion is a separate action and should not be used as a substitute for planning replacement coverage.

Organisation access and system administrationCopy Anchor Link

An organisation administrator is different from a system administrator. The system-wide Admin menu is restricted to system administrators; creating an ordinary agent does not grant system-wide access.