Agents

This article explains how to add and manage Agents as an admin in Video Service Desk.

What is an Agent? #

An Agent is a member of your team who can answer customer queries in the form of voice call, video call or live chat.

Create Agent #

1. Login to the Video Service Desk dashboard as an admin.

2. Once you log in as Admin, you can see a list of Agents. You can also see the agent status in this view.

3. To add a new Agent, click on Create Agent on the top right corner of your screen.

4. Here you can set Agent Type. Agent Type could be two types. One is Agent and the second is Agency Staff.

    

5. An Agent is the first line of agents who will receive the call first. If all the agents are busy, only then the Agency Staff will receive the call notification. So, Agency Staff is the second line of agents.

6. You can add other Basic Details for the agents, such as:

    

   • Email

   • First Name

   • Last Name

   • Screen Name: If set, customers will be able to see this as Agent name instead of Agent First Name and Last Name.

   • Phone

   • Gender

   • Status: Used to enable or disable an agent account.

   • Billing Rate: For future use. You can keep it blank.

   • Profile Pic: Optional profile picture of the agent.

7. In the Login Credentials tab, set the password for agent login. Share these details with the appropriate Agent.

8. Enable all the languages spoken by this Agent. An agent needs atleast one language to be assigned. If no language is selected, primary language set in your account settings is assigned to the agent by default.

9. Add the Work and Home Addresses of the agent if needed.

10. You can also assign the skills for this Agent in the Skills tab for call routing. Read more about Skill Based Call Routing.

11. After adding all the required details, click Save.

Edit Or Delete Agent #

1. Login to the Video Service Desk dashboard as an admin.

2. Once you log in as Admin, you can see a list of Agents.

    

3. Under the Actions column, you can see Edit and Delete buttons.

Disable Agent Account #

You can also temporarily disable an agent account from the Edit Agent page. Change the agent Status to Inactive.