Rôle de l’Agent

Quel est le rôle d’un Agent ?

Lorsqu’un nouvel agent est ajouté à LiveAgent, il est nécessaire de définir son rôle. Le rôle de l’agent représente et détermine les possibilités et les responsabilités de l’agent dans un service d’assistance. Avec un rôle d’administrateur, l’agent est capable de contrôler et gérer les paramètres d’un système. Avec un rôle d’agent, l’agent peut répondre aux requêtes et résoudre les problèmes des clients mais ils ne peuvent pas superviser le système. Il est plus organisé et plus clair en créant un rôle d’agent.

Rôle de l’Agent
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FAQ

What does an agent role mean?

An agent is someone who is part of the customer support team. He is the one who takes care of the clients and provides them with the support service. The agent’s tasks include supporting the customer in solving his problem by: answering phone calls and messages, or chatting. Agents who act as administrators have access to reports and can manage other users. Agents can also act as an owner in LiveAgent and then have access to business information and invoices.

What competencies does an agent role include?

The agent is the most important element of the company’s customer service. They have the skills needed to provide the best customer service. The agent supports and solves problems, and if it acts as an administrator, it can supervise and configure the system. The agent should have excellent knowledge of the issues related to the company that may be of interest to the client (in the area of ​​products, services, sales, marketing, etc.).

How to assign agent roles in LiveAgent?

To assign a role to agents in LiveAgent you need to: 1. go to the “Configuration” tab and then select the “Agents” option. 2. Then you click “Create Agent” – here you also have to name him, specify e-mail address and gender. 3. you choose a role – here you give the agent a role: agent, administrator or owner.

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