What is an Agent role?
When a new agent is added to a LiveAgent, it is necessary to define his role. Agent’s role represent and determine agent’s possibilities and responsibilities in a help desk. There is an option to choose between two roles in a LiveAgent. With an admin role, agent is able to control and manage a system settings. With an agent role, agents can answer tickets and solve a customer issues, but they can not supervise the system. It is more organized and clear by creating an agent’s role.