代理角色是什么？

Support agents are a vital part of delivering excellent customer service. They interact with clients daily to answer their questions, provide technical support, resolve customer issues, and much more.

To avoid confusion as to which agent has particular privileges and responsibilities within the help desk system, every agent is given an agent role. All user roles come with their set of privileges like configuring the system, overseeing customer interactions, monitoring the workflow, etc.

When you add a new customer support agent to LiveAgent, it is necessary to assign them a role within the system. In LiveAgent, and as well as in most help desk systems, there are three main agent roles to choose from, based on an agent’s skills for chat support.

Agent – they reply to tickets, work with ticket properties, interact with customers and provide support.
Admin – this role grants privileges to configure the system settings as well as access tickets.
Owner – this role comes with the widest range of privileges. They have access to reports and manage the account, billing, and system settings while being able to work on tickets and monitor workflow.

There is also an option to create custom roles, however, this is not a guarantee for every help desk software.

LiveAgent's agent role — LiveAgent中的代理角色

When you assign roles to agents, you avoid confusion and potential frustration for agents, which can dramatically boost their productivity. Having clearly defined responsibilities as well as privileges allows agents to focus on their tasks and provide exceptional customer service to your client base.

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在了解了代理角色后，您可能会对客户关系管理感兴趣。了解如何利用 CRM 系统来提升客户服务体验。若您希望深入了解客服人员的职责，客户服务职责这篇文章会提供详细的职责清单，帮助您改善您的客户服务流程。

此外，想要提升呼叫中心的效率，呼入呼叫中心软件将是您不可错过的阅读材料。探索如何通过高效的软件来提高客户满意度和代理工作效率。最后，了解更多关于客户服务角色的信息，这将帮助您更好地理解不同的客户服务职位及其职责。