Agent Console User Guide

Setting up Agents for Zoho Desk's IM - User Guide


How to re-assign conversations to Agents

Navigate to IM -> All Conversations / My Conversations / Unassigned -> Select the conversation that you would like to re-assign > click on the Agent's name / Plus Icon -> Associate Agents [You can follow the steps in the section entitled "How do you set up a new Agent?"].
 

Navigate to IM -> My Conversations -> Click on the Agent's name and a drop-down will appear with the list of agents in that channel. Choose an Agent to whom you want to re-assign the conversation.

Note: If a particular Agent is not available in the drop-down, then please follow the steps in the "How do you set up a new agent?" section, and re-try assigning the conversation to the agent.

When you are unable to assign the conversation to an Agent?

Check if the agent is associated with the channel by navigating to Preferences -> Agents -> Select the Agent -> Associate check the associated Department and Channels. Make sure the Agent has the required role permission to re-assign tickets to other agents.

Note: If the Agent is not associated with the requested channel then Add the Channel from the drop-down and click Save. And then try re-assigning the conversation.


What is the Agent's Conversation View?


  1. Open Conversation(s) - To view all open conversations. Navigate to IM -> My Conversations -> Select the filter 'All'
  2. Pending Conversation(s) - To view  the conversations that are unattended by the Agent. Navigate to IM -> My Conversations -> Select the filter 'Yet to Respond'
  3. Current Conversation(s) - To view  the conversations that are attended by the Agent. Navigate to IM -> My Conversations -> Select the filter 'Responded'
  4. Unassigned - The list of all the open/new conversations.
  5. Blocked - The list of all the blocked conversations/contacts.
  6. Ended - The list of all the conversations that were closed.

How do you set up a new Agent?

    1. Click the Setup icon () on the top bar
    
    2. Click Users and Controls under the Channels Menu
   
    3. Click Agents under the Instant Messaging Sub Menu
    4. Click New Agent in the top-right corner
    5. Enter the first name, last name, and email address of the agent you wish to add, and select their department
    6. Select the relevant Roles & Permissions from the available options:
          ◦    Agent
          ◦    Admin
          ◦    Light Agent
          ◦    Custom
      6a. Role Selection -> Agent
              Choose the appropriate permission from the drop down options:
                •    Access to all Tickets: The Agent will be able to access all requests.
                •    Their Tickets and unassigned Tickets:  The Agent can access any requests they receive as well as any unassigned requests.
                •    Access own, team and unassigned Tickets: The Agent can access requests received by their team (Department) as well as any unassigned requests.
      6b. Role Selection -> Admin
                This selection provides an Agent with Administrator-level access to all requests.
      6c. Role Selection -> Light Agent
                This selection provides an Agent with read-only access to requests.
      6d. Role Selection -> Custom
                This selection allows you to create a custom role and profile for your new agent. To do this:
                ⁃    Click Custom Role
                      Select the relevant role for your new agent.
                ⁃    Click Custom Profile
                ⁃    Choose the relevant profile for your new agent from the drop-down list

How do you associate an Agent with an existing department?

    •    Select the department the agent should be associated with from the drop-down menu
Note: An Agent can be associated with multiple departments.
    •    Some departments will have the option to Enable Live Chat. This button activates the Live Chat feature for Agents. You can disable the chat option, if you wish to deactivate chat notifications.
    
Note: If you want to enable Live Chat for a department, navigate to Setup -> General -> Departments -> Select the department and click Enable Chat

Steps to add Additional Information:

    •    Click on More
    •    Click to select the type of channel
    •    Add relevant data under the Bio section
    •    Add Phone
    •    Add Extension
    •    Add Mobile
    •    Click Save

How do you modify preferences for an active agent?

Navigate to Setup -> Users and Controls -> Agents -> Select the Agent


To edit the agent's profile information:

      1. Click Edit
      2. Modify the Agent's Information
      3. Modify First Name, Last Name & Email address
      4. Modify Active State (Enable/Disable).
      5. Modify Roles and Permissions & Department(s).
      6. Click Save


To deactivate the agent's account:

      1. Click Deactivate.
      2. Click Assign New Agent.
      3. Assign open tickets to Active Agent.
      4. Assign open activities to Active Agent.
      5. Click Deactivate Agent.
      6. Click Confirm

To delete an agent:

      1. Click Delete
      2. Enable Anonymize Agent (This way, you can remove the agent's personally identifiable information)
      3. Assign open tickets to Active Agent
      4. Assign open activities to Active Agent
      5. Click Delete Agent
      6. Click Confirm
Read a feature story - Chat transfers made simple

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