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 #
Login to the Video Service Desk dashboard as an admin.
Once you log in as Admin, you can see a list of
Agents. You can also see the agent status in this view.
To add a new
Agent, click onCreate Agenton the top right corner of your screen.
Here you can set
Agent Type.Agent Typecould be two types. One isAgentand the second isAgency Staff.An
Agentis the first line of agents who will receive the call first. If all the agents are busy, only then theAgency Staffwill receive the call notification. So,Agency Staffis the second line of agents.
You can add other
Basic Detailsfor 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.
In the
Login Credentialstab, set the password for agent login. Share these details with the appropriateAgent.
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.
Add the Work and Home Addresses of the agent if needed.
You can also assign the skills for this
Agentin theSkillstab for call routing. Read more about Skill Based Call Routing.
After adding all the required details, click
Save.
Edit Or Delete Agent #
Login to the Video Service Desk dashboard as an admin.
Once you log in as Admin, you can see a list of
Agents.Under the
Actionscolumn, you can seeEditandDeletebuttons.
Disable Agent Account #
You can also temporarily disable an agent account from the Edit Agent page. Change the agent Status to Inactive.
