What is an agent interface?
The agent interface gives agents full control of all activities related to agent work inside a help desk software. The interface has different sections such as the dashboard, and ticket details panel which allows agents to perform a multitude of actions.
What can you do in an agent interface?
Agents can perform tons of actions such as:
- Transfer ticket responsibilities
- Add notes
- Edit customer information
- Subscribe and unsubscribe customers from mailing lists
- Provide refunds
- Conduct both internal and external live chats, video calls, and phone calls
- Create comprehensive reports
- Create knowledge bases and customer portals
To get a full overview of what you can do inside an agent interface, check out this link.
What kinds of reports can you create in an agent interface?
The reporting dashboard inside the agent interface provides insights into individual and team (department) performances when it comes to ticket resolution, average response times, ticket transfers, first-contact resolution, and more.
By generating reports, you can not only determine agent software utilization but also identify any unusual activities or trends in your employees’ behavior.
Frequently asked questions
What is agent user interface?
The agent user interface gives agents the ability to control and act as part of their work in the help desk software. The interface includes, among others a dashboard, ticket panel, thanks to which agent can transfer responsibility for tickets, edit customer information, coordinate the mailing list, conduct phone calls and chats, create extensive reports, and create knowledge bases.
What features does LiveAgent dashboard have?
In the LiveAgent dashboard you will find everything you need for your current work. There you will find real-time monitoring of agents' work. There you can find the number of open tickets assigned to him, but he can also see the tickets of his colleagues.
Expert note
The agent interface is essential for providing exceptional customer service. With the right tools, agents can efficiently handle multiple channels and leave customers satisfied.
ExpressionEngine is an open source and flexible CMS that allows users to manage their websites without coding knowledge. It has features for developers, designers and content managers, including plugins and modules, search engines, and spam detection. LiveAgent's live chat widget can be integrated into ExpressionEngine for fast communication. Benefits of ExpressionEngine include the ability to manage multiple sites and add custom codes. LiveAgent's chat widget is the fastest on the market.
The article provides an explanation of an agent panel tool and its benefits for managing customer interactions. The tool is accessible from the left side of the agent interface and can minimize idle time, leading to shorter waiting times, increased satisfaction, and improved customer experience. The agent panel also allows for omnichannel communication, access to the company knowledge base, and agent preferences configuration. The article also mentions LiveAgent's demo, pricing, features, and integrations. It ends with a note on the use of cookies on their website.
LiveAgent offers three user roles for agents, namely agent, administrator, and owner. The agent role provides access to tickets, while the admin role additionally allows for configuring system settings. The owner role is the most powerful and enables access to tickets, configuration of system settings, monitoring agent workflow, dealing with billing issues, and more. To assign agent roles, one needs to log into their LiveAgent account, create an agent, and assign them a role. Custom agent roles can also be created for specific responsibilities, resulting in increased productivity, decreased resolution time, and enhanced customer experience. Call center agents perform a variety of tasks, including inbound and outbound calls, processing orders and payments, handling complaints, and updating customer databases.
