Customer context: The customer is curious about who is considered an agent within the software, specifically inquiring about the position of the account owner.
Customer: Is the owner an agent too? I thought you had an account and the agents.
Answer: Everybody in your account (every access) is called an agent, in general. Agents with different roles. More about the roles can be found here: https://support.liveagent.com/228575-Agent-roles