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Agent ticket scope

Cosa è l’Agent Ticket Scope?

Di solito, nelle aziende più piccole, ogni agente può vedere tutti i tipi di informazioni. Nelle realtà più grandi, invece, vi è solitamente una grande quantità di informazioni sensibili. Lo strumento di Agent Ticket Scope ti permette di definire quante e quali informazioni i tuoi agenti avranno a disposizione. Alcuni agenti potranno accedere a tutte le informazioni, mentre altri vedranno solo alcune categorie. Gli amministratori possono modificare gli accessi alle informazioni in base ai dipartimenti di appartenenza dell’agente.


What is an agent ticket scope?

The scope of the ticket determines which ticket an agent can see. If the business is small, the agent usually sees all the information. The opposite is true in large enterprises where some information is rather confidential. By using the Ticket Coverage Tool, you can define what information and tickets your agents can see. Agents have different request scopes with different accesses, and thanks to this functionality, you can overview what this scope is. The administrator decides which departments the agent has access to.

How to check agent ticket scope in LiveAgent?

The agent’s ticket range can be checked by the administrator or the owner (even if they are not added to a given department) by going to ‘Configurations’ and then clicking ‘Departments’.

How to set agent ticket scope in LiveAgent?

To set the scope of agent tickets, go to the ‘Configuration’ tab and then click on ‘Departments’ or directly in the ‘Edit Agent’ window after clicking Ticket, Chats, Connections. Users with ‘agents’ authority can view and respond to requests only from the department to which they have been added. Administrators can see the entire department even if they are not added to them. Similarly, the owners, with the difference that they also have the option to directly start a chat or call in a department they do not belong to.

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