Qu’est ce que la portée d’un ticket d’agent ?
Généralement dans de petites entreprises, chaque agent est capable de voir toutes les informations. D’un autre côté dans les grosses sociétés , il y a des informations plus secrètes. L’outil de portée du ticket de l’agent aide à définir quels tickets et quelles informations les agents sont capables de voir. Chaque agent est assigné à une portée de ticket avec un accès différent. Certains agents peuvent tout voir, d’autres ne peuvent voir que certaines informations qui meurs sont assignées. Les administrateurs peuvent définir à quel départements un agent aura accès.
FAQ
What is an agent ticket scope?
The scope of the ticket determines which ticket an agent can see. If the business is small, the agent usually sees all the information. The opposite is true in large enterprises where some information is rather confidential. By using the Ticket Coverage Tool, you can define what information and tickets your agents can see. Agents have different request scopes with different accesses, and thanks to this functionality, you can overview what this scope is. The administrator decides which departments the agent has access to.
How to check agent ticket scope in LiveAgent?
The agent’s ticket range can be checked by the administrator or the owner (even if they are not added to a given department) by going to ‘Configurations’ and then clicking ‘Departments’.
How to set agent ticket scope in LiveAgent?
To set the scope of agent tickets, go to the ‘Configuration’ tab and then click on ‘Departments’ or directly in the ‘Edit Agent’ window after clicking Ticket, Chats, Connections. Users with ‘agents’ authority can view and respond to requests only from the department to which they have been added. Administrators can see the entire department even if they are not added to them. Similarly, the owners, with the difference that they also have the option to directly start a chat or call in a department they do not belong to.