Operators

Filters

There are four ways to filter agents in this dashboard view:

• By department

• By individual agent

• By tags

• By support channel

In addition to the filters, there are color-coded visual indicators that provide additional information about the agents, such as overflow blocks and their online or offline status.

When message overflow is blocked for an agent, they will not receive any new conversations in their inbox, unless the conversation is manually transferred to them by another agent or manager.

Actions

On the right side of each agent's row, there are several available actions. See below:

1. Configure an Agent:

In this action, the manager can block message reception for the agent or perform login and logout in an intuitive way, as illustrated below.

When message overflow is blocked for an agent, they will not receive any new conversations in their inbox unless the conversation is manually transferred to them by another agent or manager.

2. Edit an Agent:

In the edit option, the manager can configure the agent’s basic profile information, such as name, email, username, department, and tags, according to the company’s needs.

3. Resend Password:

If an agent needs a new password, the manager can resend it using the icon corresponding to the agent.

Whenever you use the resend password action, the agent will receive a new password, which will be different from the previous one.

4. Delete an Agent:

This action allows the manager to independently delete agents directly from the dashboard.