Agents - Early Access
There are two specific roles used for managing Conversations:
Supervisors
Supervisors are users with a role of an admin and agent at the same time. Supervisor will have access to more modules than agent like:
- Create agents through Apps
- Configure queues and routes through Apps
- Check detail reports and insights
- Manage any conversation or queue
- Create automated campaigns or post conversations surveys
Agents
Agents are users of the Portal with a role of an agent. Responsibility of an agent is to handle and manage conversations. Defining and assigning agents to conversations is optional. The following methods for agent managements are available: