An account administrator is a person who manages your LiveAgent account. It’s a key person that supports team workflow, thus choosing the right admin is essential.
Administrators have more privileges than agents. They can configure the system, view reports, and manage other users. Here are some of the features they have access to:
The difference is in access to configurations, reports, and management of users. The account administrator is the one who sets configurations based on the company’s needs. The agent has access to customer queries from Phone calls, Chats, and other channels only.
Another difference is that the account administrator can access and review agent reports. This enables them to identify areas of improvement for each agent and the company as a whole.
Setting up your customer software system is crucial. In the long run, it makes agents’ work more effective, timely, and personalized. This results in a better customer service experience.
Moreover, having a clear hierarchy between your agents and administrators will prevent unwanted changes to your dashboard. Account administrators are usually responsible for setting up customer service workflows, Rules, SLAs, and other essential settings. They directly manage customer representatives and watch their performance within analytical dashboards.
Having several administrators in place will be beneficial for your overall customer satisfaction.
Help Desk Account Administrator is responsible for the operation of computer networks. Installs and operates the organization’s computer systems. These can be local area networks (LAN), network segments, intranets, wide area networks (WAN), and other systems that are used for data transmission.
LiveAgent account administrator can configure the system, manage other users, and view reports. It also has access to all functions available in LiveAgent (configurable security, creating automation using tags, setting filters, or installing plugins).
In LiveAgent, users can play more than different roles. For example, it could be “User” or “administrator”. These two roles differ mainly in terms of access to individual elements of the account, as well as the rights to take actions on the account. “User” can view the account, he has no management rights and access to all functions. The “Administrator” has full rights and access to manage the account, information and users.
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