Agent Management

Agent Management provides administrators with the tools to create, configure, and monitor agent accounts across your organization.

From this section, you can add new agents, update their settings, monitor their real-time status, and manage the quick replies available to your team.

Agent Management Features

The following features are available for managing your agents.

Create Agent

Add new agent accounts to your organization.

Steps:

1. Navigate to Admin > All Agents.
2. Click the Add Agent button.
3. Enter the agent's details including name, email, and password.
4. Assign a role and business unit.
5. Configure their maximum concurrent chats and other settings.
6. Click Save to create the account.

Result: The new agent account is created and the agent can log in immediately.

Manage Agent

Edit existing agent accounts and update their settings.

Steps:

1. Navigate to Admin > All Agents.
2. Find the agent in the list and click on their name.
3. Update their details, role, business unit, or other settings.
4. Click Save to apply changes.

Result: The agent's account is updated with the new settings.

Agent Status

Monitor real-time agent availability and workload.

Steps:

1. Navigate to Admin > Agent Status.
2. View all agents and their current online/busy/offline status.
3. See how many active chats each agent is handling.
4. Use filters to focus on specific business units or agents.

Result: You have real-time visibility into your team's availability and capacity.

Agent Replies

Create and manage quick reply templates for your agents.

Steps:

1. Navigate to Admin > Agent Replies.
2. Click Add Reply to create a new quick reply.
3. Enter a title and the reply content.
4. Organize replies into categories for easier access.
5. Click Save to make the reply available to agents.

Result: Agents can use these quick replies to respond efficiently to common questions.

Related Topics

• Create Agent
• Manage Agent
• Agent Status
• Agent Replies
• Admin Guide