Advanced Agent role

Portal setup

The Advanced Agent log-in role is set up in Portal on the Administration > Sites & Users > User Management > Create/Edit page. Here, the user must add Advanced Agent to the Roles field for the selected log-in account.

Note: The Portal user must have credentials to grant Agent and SaaS Client Agent roles in order to grant the Advanced Agent role.

Agent Desktop

When a user with the Advanced Agent role logs into the Agent Desktop, the Agent Group Selection pop-up displays. This page shows a list of all agent groups assigned to the agent logging in.

The agent selects the agent groups they will take chats from by checking the box next to the agent group name. During the current log-in session, the agent will only receive chats assigned to the selected agent groups.