> For the complete documentation index, see [llms.txt](https://help.novatalks.com.ua/en/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.novatalks.com.ua/en/get-started/settings/agents.md).

# 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**.

***

## Create/Edit an Agent

## Main settings

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

<figure><img src="/files/0QnvLC2H5HMJin3CBxD5" alt=""><figcaption></figcaption></figure>

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](/en/get-started/settings/roles-and-permissions.md) 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.

{% hint style="success" %}
Find out what permissions each standard role includes 👉[Permissions for standard roles](/en/get-started/settings/roles-and-permissions/standard-role-permissions.md)
{% endhint %}

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

{% hint style="warning" %}
You can add only the number of agent accounts you have purchased. If you reach this limit, please contact NovaTalks support.
{% endhint %}

***

### 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.

<figure><img src="/files/NfvWBIdZlPDHjhQF69mO" alt=""><figcaption></figcaption></figure>

1. **Skills**
2. **Rating -** an agent's skill level.

{% hint style="info" %}
Each agent can possess one or more skills.
{% endhint %}

***

### Telephony

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

<figure><img src="/files/YP5z2DcBAr7PxKnn0yrn" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
For assistance with settings, please contact NovaTalks support.
{% endhint %}

***

### 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.

<figure><img src="/files/tvYLHx6DDLW9jW2xNqq3" alt=""><figcaption></figcaption></figure>