Agents management

Agents are support team members who interact with your customers to resolve their queries or issues, but, depending on their competencies and workload, can also supervise, configure, and manage the system. Agents' accounts can be created, configured, and deleted from the Configuration > Agents section. Creating agent account To create a new agent, navigate to Configuration > Agents and click on the "Create agent" button. Enter at least the mandatory fields and click on "Create". A regist...

Every person who has their own access to the LiveAgent's agent panel counts as an agent. Agents can have different roles, depending on their competencies and needed permissions, like owner, admin, agent, or any kind of custom agent role. Roles can be attributed to agents from Configuration > Agents > Edit chosen agent's account. Changing agent's role will log the agent out. There are 3 default roles - Agent, Admin, and Owner. - Agents can view, reply to and manage tickets, pick ...

In addition to the 3 default roles (https://support.liveagent.com/228575-Agent-roles), there is an option to create 3 new custom roles (https://support.liveagent.com/228575-Agent-roles) for your agents. Below you can find a list with descriptions of all available permissions that can be attributed to custom roles. Available permissions - Agents (https://support.liveagent.com/017239-Agents-management) - Manage agents (Revoked by default) - Grants access to the Configuration > Agen...

When you are adding or configuring Agents in Configuration --> Agents , you might have noticed the Alias box What does it stand for? Well, sometimes some Agents or a company don´t want to show Agent´s names while they are chatting (https://www.liveagent.com/features/real-time-chat/)with customers or answering public forums (https://www.liveagent.com/features/forum/)in your knowledge-base (https://www.liveagent.com/features/knowledge-base/). Now they have a possibility to use Aliases, what...

Agent notifications in LiveAgent are used to notify offline agents when a ticket is assigned to them, when a customer replied to a ticket assigned to them, or when a new ticket is created in a department they are members of. Notifications are sent only to agents that are offline, not to agents online in their panels (either in a browser or mobile application). If you need notifications to be sent regardless the agent is online or offline, you can do so by creating a rule (https://support.livea...

If you are the original owner of the account you are able to assign a new owner if you follow these steps: Click on the "edit" of the agent or admin in the list of agents Select "Owner can manage the account, billing and system settings, view and answer tickets" radio button and press "Save". As you can see in the list of agents - both of the agents now have "owner" role access. What to do when you would like to remove the original owner´s privileges and change their role to "admin"...