👥Agents

Agents list

Agent - a member of your customer service team. Agents can view and respond to requests from your customers.

There are two subsections in the Agents section:

• Active - displays a list of active agents;

• Deleted - displays a list of deleted agents.

In the Active section, you can edit existing agents and create new ones.

In the Deleted section, you can restore deleted agents.

To create a new agent/edit an existing one, click Add agent/Edit agent.

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Create/Edit an Agent

Main settings

The main settings display the user's Name, Role, Email, password, and authentication type.

1. Email - user email, used during login

2. Agent Name

3. Agent Display Name - a name that is displayed in the online chat, for example: Agent 1

4. Role - You can choose one of the standard roles or create your own (see Roles & Permissions for more details).

Available Standard roles:

• Agent - has access to Conversations and modify their own Settings;

• Supervisor - designed to monitor the work of inboxes, teams and agents

• Administrator - has access to all NovaTalks features.

Find out what permissions each standard role includes 👉Permissions for standard roles

1. Provider - a type of authentication procedure: email or ldap.

You can add only the number of agent accounts you have purchased. If you reach this limit, please contact NovaTalks support.

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Skills

Agent skills are key skills that agents need to handle dialogs successfully. They ensure tasks are assigned to the right agent and enhance the quality of customer service.

1. Skills

2. Rating - an agent's skill level.

Each agent can possess one or more skills.

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Telephony

The Telephony tab sets the phone settings for an agent's Web Phone.

For assistance with settings, please contact NovaTalks support.

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Devices

On the Devices tab, the administrator can control user access to the account by viewing detailed information about each active session and terminating them.