Agents are the users who respond to customer messages from various digital channels that come into the platform. Agents first must have an account and the permissions to access the system.
Administrators must evaluate the roles and permissions granted for agents and supervisors. The admin configures the tools an agent can access, and this can range from creating mailbox folders, configuring channels from the various digital social media channels, and creating routing rules for messages that come into the platform.
Once a role and permissions are assigned to an agent, they can start receiving interactions and managing messages efficiently. Agents are also provided with the tools to organize messages and perform other action items.
Admins can assign a supervisor role, which provides oversight on agent stats, team metrics, and monitoring capabilities. Finally, the analytics tools can also be used by agents, supervisors, and admins (if given the right permissions) to assess individual goals, performance, and contact center activities as a whole.