What is Agent Roles and how to set it up?

Agent Roles is a feature that allows administrators to manage permissions for large groups of agents more efficiently. 

  1. Go to Global Settings > People > Roles.
  2. Enable Agent Roles. once enabled you will find two default groups: Site Administrators & All Agents.
  3. To create a new role click New Agent Role.
  4. Name your role and assign/remove agents.
  5. Save.

For more information on configuring agent permissions within groups click here.