{"id":1791,"date":"2022-03-15T05:05:11","date_gmt":"2022-03-15T05:05:11","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=1791"},"modified":"2022-03-15T05:05:11","modified_gmt":"2022-03-15T05:05:11","slug":"agent-management","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/agent-management\/","title":{"rendered":"Agent Management"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>On SmartAssist, <b>Agents<\/b> refer to the customer support representatives interacting and responding to customer calls and chats. To serve customers, you must add agents to your application and provide them with the necessary access.<\/p>\n<p>Depending on the skills and training provided to the agents, you can assign them to agent groups.<\/p>\n<p><strong>Agent Management<\/strong> is the key process that includes configuring various <em>agent settings<\/em> to automate <em>conversational flows<\/em> on <strong>SmartAssist<\/strong> after you&#8217;ve created a <em>Bot<\/em> for your business use case.<\/p>\n<p>The <strong>Configuration<\/strong> section on the <strong>SmartAssist<\/strong> interface is the starting point from where you can access the <strong>AGENT<\/strong> menu and set up the following features:<\/p>\n<ul>\n<li>Agent Groups<\/li>\n<li>Agent Use Cases<\/li>\n<li>Standard Responses<\/li>\n<li>Waiting Experience<\/li>\n<li>Skills<\/li>\n<li>Surveys<\/li>\n<li>Settings<\/li>\n<li>Default Flows<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agents-menu-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1792\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agents-menu-1.png\" alt=\"\" width=\"790\" height=\"379\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agents-menu-1.png 790w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agents-menu-1-300x144.png 300w\" sizes=\"(max-width: 790px) 100vw, 790px\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Add_an_Agent\"><\/span>Add an Agent<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>This section lets you add an agent to a <em>default<\/em> or <em>custom<\/em> group. Adding agents to a group assigns tasks and performs common actions on them. To add an agent to a group, follow these steps:<\/p>\n<p>1. Click\u00a0<strong>Agents<\/strong>\u00a0Menu option under the\u00a0<strong>User Management<\/strong>\u00a0in the left\u00a0panel.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AGENT.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2638\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AGENT.png\" alt=\"\" width=\"640\" height=\"262\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/AGENT.png 1879w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/AGENT-300x123.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/AGENT-1024x419.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>2. Click the <i>group name<\/i> to view the drill-down information of the <b>Default<\/b> <strong>Group <\/strong>or any other custom group.<\/p>\n<p>3. Click <b>+ New Agent<\/b>.<\/p>\n<p>4. In the <strong>Add New Agent window<\/strong>, the <strong>Agent Profile<\/strong> input window is displayed by default.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-new-agent.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1798\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-new-agent.png\" alt=\"\" width=\"580\" height=\"355\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/add-new-agent.png 580w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/add-new-agent-300x184.png 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/a><\/p>\n<p>5. Here, provide inputs for the following agent fields:<\/p>\n<ul>\n<li><strong>First Name <\/strong>and<strong> Last Name<\/strong>\u2013 These are mandatory input fields for the agent\u2019s first name and last name respectively. Only alphabets and numbers are allowed.<\/li>\n<li><strong>Nick Name <\/strong>&#8211; This is a mandatory input field for the agent&#8217;s nickname on the platform.<\/li>\n<li><strong>Phone Number<\/strong> \u2013 This is a mandatory input field for the agent\u2019s 10-digit phone number.<\/li>\n<\/ul>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Note<\/b>: Not providing a valid 10-digit phone number will prompt the following error message.<\/p>\n<\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/validation-phoneno.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1799\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/validation-phoneno.png\" alt=\"\" width=\"338\" height=\"114\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/validation-phoneno.png 338w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/validation-phoneno-300x101.png 300w\" sizes=\"(max-width: 338px) 100vw, 338px\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Note<\/b>: Not providing a valid email ID will display the following error message.<\/p>\n<\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/valid-email.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1800\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/valid-email.png\" alt=\"\" width=\"344\" height=\"97\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/valid-email.png 344w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/valid-email-300x85.png 300w\" sizes=\"(max-width: 344px) 100vw, 344px\" \/><\/a><\/p>\n<ul>\n<li><strong>Group <\/strong>\u2013 This is a mandatory selection field for a new agent&#8217;s organizational group. When no option is selected, the <strong>Default Group<\/strong> is assigned.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/default-group-3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1801\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/default-group-3.png\" alt=\"\" width=\"333\" height=\"146\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/default-group-3.png 333w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/default-group-3-300x132.png 300w\" sizes=\"(max-width: 333px) 100vw, 333px\" \/><\/a><\/li>\n<li><strong>Hours of Operation<\/strong> \u2013 This is a mandatory selection field indicating the availability of the new agent (when they&#8217;re online).<\/li>\n<li><strong>Agent Affinity<\/strong> \u2013 Enabling this option will assign any previous customers to the agent where the\u00a0 past interactions were positive (CSAT score is high).<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agent-affinity.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1802\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agent-affinity.png\" alt=\"\" width=\"774\" height=\"87\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agent-affinity.png 774w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agent-affinity-300x34.png 300w\" sizes=\"(max-width: 774px) 100vw, 774px\" \/><\/a><\/li>\n<li><i>(Optional)<\/i> <b>Profile Picture<\/b> &#8211; Upload the agent\u2019s profile picture here.<\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><strong>Note:<\/strong> Except for the nickname and profile picture, all other inputs under <strong>Agent Profile<\/strong>\u00a0are mandatory<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\n<div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h3><span class=\"ez-toc-section\" id=\"Chat_Support\"><\/span>Chat Support<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>This section helps set the chat support features for an agent like the maximum chats allowed for an agent, language and proficiency level selections, and more.<\/p>\n<p>To configure chat support, follow these steps:<\/p>\n<p>1. <strong>Chat Support<\/strong> \u2013 <strong>Enable<\/strong> or <strong>Disable<\/strong> chat support using the toggle switch. Enabling will activate technical support to your customers through chat.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-support.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1805\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/chat-support.png\" alt=\"\" width=\"613\" height=\"193\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-support.png 613w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/chat-support-300x94.png 300w\" sizes=\"(max-width: 613px) 100vw, 613px\" \/><\/a><\/p>\n<p>2.<strong> Maximum Chats<\/strong> \u2013 Lets you set the maximum number of chat sessions an agent can have with a customer using text input or the slider.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/max-chats-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1806\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/max-chats-1.png\" alt=\"\" width=\"406\" height=\"129\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/max-chats-1.png 406w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/max-chats-1-300x95.png 300w\" sizes=\"(max-width: 406px) 100vw, 406px\" \/><\/a><\/p>\n<p>3. <strong>Language Support<\/strong> \u2013 Helps enable or disable the languages supported and sets the proficiency level of the agent. To add more languages, navigate to <strong>Settings &gt; Languages<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/language-support.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1807\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/language-support.png\" alt=\"\" width=\"648\" height=\"273\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/language-support.png 648w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/language-support-300x126.png 300w\" sizes=\"(max-width: 648px) 100vw, 648px\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h3><span class=\"ez-toc-section\" id=\"Voice_Support\"><\/span>Voice Support<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>This feature helps configure the <strong>voice (call) support <\/strong>settings for an agent<\/p>\n<p>In the <strong>Voice Support<\/strong> window, the following settings are available:<\/p>\n<ul>\n<li><strong>Voice Support<\/strong> \u2013 Enable this feature to provide technical customer support over telephonic voice calls.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/voice-support.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1808\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/voice-support.png\" alt=\"\" width=\"447\" height=\"155\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/voice-support.png 447w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/voice-support-300x104.png 300w\" sizes=\"(max-width: 447px) 100vw, 447px\" \/><\/a><\/li>\n<li><b>Language Support<\/b> \u2013 Select the language for voice support from the given options and set the language proficiency level.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/language-support-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1809\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/language-support-1.png\" alt=\"\" width=\"668\" height=\"248\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/language-support-1.png 668w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/language-support-1-300x111.png 300w\" sizes=\"(max-width: 668px) 100vw, 668px\" \/><\/a><\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h3><span class=\"ez-toc-section\" id=\"Skills\"><\/span>Skills<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>You can configure the Skills, Group, and Proficiency levels of the agent here with the following steps:<\/p>\n<p>1. Click <strong>Skills<\/strong>.<\/p>\n<p>2. Type in a <strong>skill name<\/strong> or select an option from the list.\u00a0 This field specifies the skills that an agent is trained for.<\/p>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Note<\/b>: Only if you have created skills already, they will be available to choose from the list. If not added, click the <strong>Skills<\/strong> hyperlink as shown below.<\/p>\n<\/div><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Editagentskill.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2639\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Editagentskill.png\" alt=\"\" width=\"640\" height=\"309\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Editagentskill.png 1072w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Editagentskill-300x145.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Editagentskill-1024x494.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>3. The Group is auto-assigned by the system based on the selected skill, and skill proficiency can be assigned in the <strong>PROFICIENCY LEVEL<\/strong> Tab (<em>Novice, Average, Good, or Expert<\/em>).<\/p>\n<p>4. To delete an entry, click the <strong>Delete\u00a0<\/strong>icon.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-skills.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1812\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-skills.png\" alt=\"\" width=\"859\" height=\"214\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/click-skills.png 859w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/click-skills-300x75.png 300w\" sizes=\"(max-width: 859px) 100vw, 859px\" \/><\/a><\/p>\n<p>5. Click S<strong>ave<\/strong>.<\/p>\n<p>6. The new agent record is added to the existing list as shown below.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/NEW-AGENT.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2640\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/NEW-AGENT.png\" alt=\"\" width=\"640\" height=\"122\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/NEW-AGENT.png 1519w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/NEW-AGENT-300x57.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/NEW-AGENT-1024x195.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Edit_Agent_Information\"><\/span>Edit Agent Information<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">To edit an agent, follow these steps:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">On the <strong>Agents<\/strong> page, click the respective group to expand it. <\/span><span style=\"font-weight: 400\">You can find the list of agents associated with that group.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Click the <\/span><b>edit <\/b><span style=\"font-weight: 400\"><span style=\"font-weight: 400\">icon of the agent you want to edit.<\/span><\/span><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Edit-agent-win-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2643\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Edit-agent-win-1.png\" alt=\"\" width=\"640\" height=\"128\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit-agent-win-1.png 1503w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit-agent-win-1-300x60.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit-agent-win-1-1024x205.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">On the <strong>Edit Agent<\/strong> window, make the necessary edits.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Editagent-win1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2642\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Editagent-win1.png\" alt=\"\" width=\"640\" height=\"514\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Editagent-win1.png 1080w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Editagent-win1-300x241.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Editagent-win1-1024x823.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/li>\n<li style=\"font-weight: 400\">Click <b>Save<\/b>.<\/li>\n<\/ol>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Delete_an_Agent\"><\/span>Delete an Agent<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">To delete an agent, follow these steps:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">On the <strong>Agents<\/strong> page, click the respective group to expand it. <\/span><span style=\"font-weight: 400\">You can find the list of agents associated with that group.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Click the <\/span><b>edit <\/b><span style=\"font-weight: 400\">icon of the agent you want to delete.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">On the <strong>Edit Agent<\/strong> window, click <\/span><b>Delete Agent<\/b><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"> on the top-right.<\/span><\/span><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DELETE-AGENT-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2644\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DELETE-AGENT-2.png\" alt=\"\" width=\"640\" height=\"512\" \/><\/a><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">On the corresponding confirmation dialog box, click <\/span><b>Delete<\/b><span style=\"font-weight: 400\">.<\/span><\/li>\n<\/ol>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><strong>Note:<\/strong> An <b>Agent Admin <\/b>cannot be deleted. After deleting an agent, the agent cannot sign in to the application.<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Agent_Roles\"><\/span>Agent Roles<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The system provides two default roles under Role Management:<\/p>\n<p><strong>SmartAssist Agent Admin<\/strong> : SmartAssist Agent Admin role has full control on Agent Desktop Features.<\/p>\n<p><strong>SmartAssist Agent:<\/strong> SmartAssist Agent role has access to Agent Desktop Console.<\/p>\n<\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"On SmartAssist, Agents refer to the customer support representatives interacting and responding to customer calls and chats. To serve customers, you must add agents to your application and provide them with the necessary access. Depending on the skills and training provided to the agents, you can assign them to agent groups. Agent Management is the...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/1791"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=1791"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/1791\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=1791"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=1791"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=1791"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}