What's the Difference Between Agent and User Accounts?

What's the Difference Between Agent and User Accounts?

Agents do not have to be added as users. Users may be considered as accountable for actions such as company or department management, performance monitoring, reporting, etc. For this reason, they can access the homepage and reporting pages together with admin rights.

Agents are employees who will conduct live conversations within the company (e.g. Customer Service Representative). Therefore, you can only see the Live screen (see Agent Panel) and they can conduct conversations there. They do not have reporting or admin rights.

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