Custom agent roles

What are custom agent roles?

When you add a new agent to your help desk software, you have to assign an agent role to them. Agent roles determine the agent’s responsibilities, as well as permissions and rights within the system.

In the case of LiveAgent, there are three default agent groups your agents can have:

  • User
  • Admin
  • Owner

These basic roles determine the level of access an agent has, permissions, admin settings, and other main aspects of the organization in the contact center. On top of that, agent roles usually have an impact on the agency interface and its reviewing rights.

Custom role setup

However, some customer service teams deal with more specific customer issues, so it is necessary for them to have an individual, custom role along with basic roles. You can add 3 more custom roles to the default ones. After you assign custom roles to your agents, you can further edit and even remove them, so your system configuration always suits your needs.

Benefits of having custom agent roles

  • Increased productivity – When you clearly define roles for all your agents, it eliminates confusion and increases productivity in your organization.
  • Decreased resolution time – You can use routing options to assign tickets to agents with specialized roles. These agents can then quickly and efficiently resolve customer issues as it is their area of expertise.
  • Increased agent satisfaction – Defining roles for your specialized teams of agents ensures that they stay efficient and utilize their unique skills. This allows them to perform better in their jobs and, therefore, increases their employee satisfaction.
  • Enhanced customer experience – Having groups or individual agents that specialize in particular areas allows them to provide better customer service. They can resolve tickets more efficiently with a high level of expertise

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Frequently asked questions

What are custom agent roles?

They are individual roles for agents that handle particular queries. They are adapted to the needs of specific customers.

Can you edit custom agent roles in LiveAgent?

Yes, you can. To access, edit, and even remove them go to Configuration and then click on Custom agent roles. You can edit them by choosing the title of a particular custom agent role.

How to access custom agent roles in LiveAgent?

To access custom agent roles in LiveAgent, go to Settings and click on Configuration. From there, go to Custom agent roles where you can set up, edit, and manage custom roles for your customer service agents.

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Expert note

Custom agent roles in LiveAgent allow for increased productivity and decreased resolution time by assigning specialized roles to agents. Easily set up and manage custom roles.

Andrej Saxon
Andrej Saxon
Sales manager
Discover LiveAgent's help desk notes. Share progress and updates with colleagues privately, and collect more information about your contacts.


Help desk notes are private notes that are only visible to help desk agents and are used to convey additional information about a ticket or customer. LiveAgent offers four different types of private notes and allows users to add them to tickets, contacts, or companies. Inline ticket notes are great for taking notes while communicating with customers and can serve as reminders for the next steps. Ticket notes can be used to write down specific details that need to be accessed while solving a ticket. Private contact and company notes are useful for disclosing additional information about customers and organizations. These notes are important as they can speed up ticket hand-offs between agents from different departments and also serve as reminders and to-do lists. LiveAgent's notes feature is extremely useful in the work of the customer service team.

When you set up agent role, you'll describe his position, determine his responsibilities. After you set his role up, you can add him to an agent group.

Agent role

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.

Live chat agents are employees that answer customer questions and queries through Live chat. They provide answers to customers in real-time.

Who Are Live Chat Agents?

Live chat agents are employees who respond to customer queries via live chat, requiring computer proficiency, product knowledge, and multitasking abilities. They should communicate professionally and respond to queries within three minutes. To improve their efficiency, companies can use tools such as typing tests and customer service software with features like a customer portal. LiveAgent provides a free trial for handling all customer inquiries from one interface. Customer service agents cannot perform tasks beyond their technical capabilities or restricted by the law.

Staff agent is a member of the customer service team with less privileges than a supervisor, team leader or a manager. Staff agent servers a specific role.

Staff agent

LiveAgent is a customer service software that enables the creation and management of agent groups, allowing for effective handling of inquiries. There are three main agent roles - agent, admin, and owner - each with their own set of privileges. Assigning roles to agents can boost productivity and help provide exceptional customer service. LiveAgent also offers virtual agent groups and various integrations. The software is currently being installed after sign up.

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