Agent Role

Definition

An Agent Role in a call center software specifies tasks, responsibilities, and system permissions tailored to the agent’s functions.

Key elements include

• Skill-Based Call Routing: Directs calls to agents with relevant expertise.
• Call Management: Handles inbound and outbound interactions efficiently.
• System Access: Updates customer details and logs interaction notes.
• Queue and Availability Management: Assigns calls based on agent availability.
• Custom Role Configuration: Tailors responsibilities for agents, team leads, or supervisors.
• Analytics and Monitoring: Tracks agent performance with actionable insights.