Agent interface

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.

Agent interface

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