Agent Role

What is Agent Role?

Agent role defines and represents agents responsibilities and possibilities in customer care or help desk software. Each time a new agent arrives at the team and is added to the customer service software, it is necessary to define his role. Oftenly, admin roles are determined by the account administrator.

In Paldesk omnichannel software, there are two main roles: agent and administrator. Agents can answer tickets and solve customer issues, but they can not supervise the system. Administrator view to the Paldesk omnichannel software is more sophisticated and offers more abilities.

Learn more about Customer Care Agent Training.