This is a new feature for Contact Center Pro (CCP) that lets administrators create and manage multiple Voice Agents within a single tenant, each with its own persona, voice, job type rules, and escalation settings.
What's new?
Before this release, Contact Center Pro (CCP) tenants had a single Voice Agent handling all inbound calls across their entire tenant network. There was no way to give different Voice Agents distinct identities, rules, or behaviors for different parts of the business. With Multi-Agent Voice Agent Support, administrators can now create and configure multiple Voice Agents within one tenant. Each agent has its own name, persona, voice settings, job type configuration, and escalation rules. A new tenant-to-agent mapping table in the Contact Center Pro (CCP) Workflow Builder lets administrators control which Voice Agent answers calls for each tenant in the network. Reports can now be filtered by individual agent so teams can track performance at the agent level.
Before and After
Before (current)
Sign in to Contact Center Pro.
Go to Voice Agent settings.
Review the single Voice Agent configuration that applies to all tenants in your network.
Note that all tenants share the same persona, voice, job type rules, and escalation path.
Run Voice Agent reports for the entire tenant — no option to filter by individual agent.
Impact: All tenants in a Contact Center Pro (CCP) network share one Voice Agent identity and ruleset, limiting the ability to tailor call handling to different business needs or locations.
After
Sign in to Contact Center Pro.
Go to Voice Agent settings.
Select Create Voice Agent to add a new agent.
Configure the agent's name, persona, voice, job type settings, and escalation rules.
Go to the Workflow Builder and use the tenant-to-agent mapping table to assign the new agent to one or more tenants.
Run reports and use the agent filter to view performance data for each Voice Agent individually.
Impact: Each tenant in a Contact Center Pro (CCP) network can now be served by a dedicated Voice Agent with tailored settings, allowing businesses to differentiate call experiences across locations, brands, or service lines.
Who uses this feature
All business types
Administrators, CSRs, Dispatchers
Region availability: USA, Canada
How it works for your industry
Residential Service and Replacement
A residential heating, ventilation, and air conditioning (HVAC) company with multiple franchises creates one Voice Agent for emergency calls and another for maintenance booking. Each agent is configured with different job types, dispatch fees, and escalation paths to match the franchise's local policies.
A plumbing business assigns a separate Voice Agent to its water heater division. The agent uses a distinct persona and voice that matches the brand identity, while reporting is filtered by agent to track booking conversion separately from the main service line.
A pest control operator running two brands under one Contact Center Pro (CCP) tenant maps each brand's tenants to a different Voice Agent. Callers to each brand hear a tailored greeting, and managers review agent-level reports to compare performance across brands.
Commercial Service and Replacement
A commercial mechanical contractor assigns a dedicated Voice Agent to its preventive maintenance (PM) program. The agent is configured only for scheduled service job types, and escalation routes to a specialized team rather than general dispatch.
A multi-location commercial refrigeration company uses separate Voice Agents for its two regional offices. Each agent has different business hours messaging and escalation contacts, and reports are filtered by agent to isolate regional call volumes.
A facilities management firm creates one Voice Agent for tenant service requests and another for vendor coordination calls. The tenant-to-agent mapping table routes inbound calls to the correct agent based on the originating tenant.
Residential Construction
A home builder with new construction and remodel divisions creates one Voice Agent per division. Each agent collects division-specific intake information and routes unresolved calls to the appropriate project coordinator.
A residential general contractor maps its warranty service tenants to a dedicated Voice Agent with custom escalation to the warranty team, keeping warranty calls separate from new project inquiries.
A roofing and exteriors company assigns a specialized Voice Agent for storm damage intake. The agent is configured to prioritize emergency job types and routes calls that need a live review to the estimating queue.
Commercial Construction
A commercial general contractor creates separate Voice Agents for its ground-up construction and tenant improvement (TI) project lines. Each agent collects different job intake information and escalates to the corresponding project team.
A mechanical, electrical, and plumbing (MEP) subcontractor uses one Voice Agent for new bid inquiries and another for active project service calls. Reporting by agent allows the operations team to monitor inquiry volumes independently from in-progress project contacts.
A commercial flooring contractor maps its installation division tenants to one Voice Agent and its maintenance division tenants to another, allowing each team to manage their own escalation paths and job type rules.
How to Prepare
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have Multi-Agent Voice Agent Support and any prerequisite configurations enabled.
Identify which tenants in your network would benefit from a dedicated Voice Agent — consider differences in brands, service lines, or geographic locations.
Plan each Voice Agent's name, persona, voice settings, and job type configuration before building in the Contact Center Pro (CCP) Workflow Builder.
Confirm escalation paths are updated for each new Voice Agent so no calls are left without a live agent option.