An agent is a person who has been legally authorized to work on behalf of another person or an entity. An agent may be employed to represent a client in discussions, consultations, and other dealings with third parties or customers and clients.
The main general responsibility of an agent is to aid the client or customer in the sale or purchase of a product or service. This responsibility includes dealing with customer queries and complaints which leads to retention of customers and brand loyalty.
An agent interaction begins when the agent sends the first message to the customer query.
Agents end up requiring more knowledge from the customer or more time for the developers to take a glance at the problem. Sometimes, they mess up and hand out the wrong answer, which ends up extending the exchange to other agents.
It’s always advisable to keep the average agent interaction low, as it is directly proportional to customer disappointment/frustration.
The Agents tab can be accessed below the Dashboard Section. Only the supervisors can view the Agents option under the Dashboard.
The key metrics for each agent are as follows -
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