What is a staff agent?
Staff agent is a member of the customer service team with less privileges than a supervisor, team leader or a manager who are appointed to the Admin role. Typically, a staff agent has the Agent role which allows her/him to solve and transfer tickets, have access to specified departments and do only minor configurations.
Learn more about Agents in LiveAgent.
Frequently asked questions
Who is a staff agent?
A staff agent is an agent who is a member of the customer service team who has less authority than his supervisor, leader, or manager. His tasks include, first of all, direct customer service and efficient problem solving.
What permissions does a staff agent have?
The staff agent has agent rights, i.e. access to all tickets assigned to him or groups of tickets that are made available to him. He can fully handle tickets and implement related activities, has access to specific departments and performs minor configurations.
Can you set a staff agent in LiveAgent?
In LiveAgent, you can set an agent role that is intended for staff agents. It enables the execution of tasks related to the agent and handling requests.
A staff agent is a customer service team member with less authority than a manager or supervisor, typically with the Agent role. They handle direct customer service and can perform minor configurations.
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.
Agent utilization is a key metric in call center performance, measuring the percentage of time agents spend on phone calls. It is calculated by dividing total time on calls by total shift time. Other important call center KPIs include average handle time and contact per agent per month. When setting agent utilization goals, factors such as call center size, business type, and channel mix must be taken into account. The industry average utilization rate for service desk agents is 48%, but can range from 22% to 76%. Reliable helpdesk software such as LiveAgent can improve agent utilization rates, while regular training seminars can enhance agent understanding of customer issues.
This text discusses various aspects of customer service, IT support, and the importance of a service desk in a company's customer support system. It also mentions LiveAgent, which provides flexible tools for creating a service desk, and highlights the company's efforts to build a LiveAgent dashboard for customers.