For agents who need to answer chats from multiple sites, Comm100's Super Agent feature enables you to handle chats and tickets faster and easier. Being a super agent, you can manage multiple sites on one Control Panel and handle all chats and tickets from different sites on one Agent Console. Within a site, site admins can edit super agents’ basic profile and assign them in task allocation.
This article introduces the configurations that can be made to super agents in a site, and super agents’ operations on the Control Panel and Agent Console.
By default, super agents take the Agent role on all their sites. Within a site, site admins can edit super agents’ basic profile, assign permissions, grant roles, allocate tasks, and so on. The site admin’s configuration takes effect in the current site only.
On Global Settings > People > Agents, super agents are listed together with regular agents.
- Site admins can edit super agent’s information such as name, title, and so on. However, super agents’ email and password cannot be changed within a site. Their login credentials can only be edited on the dedicated Portal managed by Comm100.
- Site admins cannot add or delete super agents.
- Except for the mentioned restrictions, site admins can make configurations to super agents same as regular agents. Super agents can be assigned permissions, roles, departments, and get allocated in routing configuration or auto allocation just like regular agents.
- If Password Policy or IP Allowlist is enabled in a site, the configurations do not work for super agents.
Logging in to the Control Panel
When a super agent is created, the agent’s email address, password, and the sites that the agent works for are defined. The agent can then use the same email and password to log into all the designated sites. The login procedure is same as that of regular agents.
Switching Site
After login, the agent can switch the site to manage by choosing from the dropdown list in the Avatar submenu. The configurations available for the agent within a site depend on the permissions and roles assigned by the site admin.
Logging in to the Agent Console
Log in to the Web or Desktop Agent Console to handle all the chats and tickets from all the sites that you work for. Use the login credentials set on the dedicated Portal.
- Mobile app is not available for super agents in the March release. Please use the Web or Desktop Agent Console.
- Forgot Password is not available for super agents.
- If one of the sites has enabled Agent SSO login for the super agent, the agent can choose login by SSO or by using email and password. After login, the agent can access all the associated sites.
- The status on the login page applies to all the sites that the super agent can access. The agent’s status on each site can be changed individually after login.
- If all the sites associated with the super agent are unavailable, for example, the sites are closed or trial has expired, the login fails. An error message indicating incorrect email or password appears in the login window.
Handling Chats and Tickets Under Different Site Tabs
After login, the Agent Console shows the tabs of sites that the agent works for. Chats and tickets from each site are displayed under each site tab named by the organization name and the site ID. An orange dot on the top right of the tab indicates the number of unread messages from that site.
Popup notifications for chat events from all sites can be received on the Agent Console. Clicking the notification takes the agent to the site tab where the chat event happens.
Handling All Chats Under One Tab
On the Agent Console, a super agent can turn on the Show chats for all sites toggle to avoid switching between tabs. When enabled, chats from all sites appear under the tab that the agent is on. Agents can identify the visitor’s
site by the organization name and the site ID. The new message count of on each site tab disappears with this option enabled.
Changing Agent Status
After login, the super agent’s statuses for all sites are the same as that on the login page. However, the agent can change the status for each site under the site tab, or change to another status for all sites. The Logout status is for all sites only. Agents cannot choose Logout status for an individual site.
