How to Manage the Agents

The “Agents” is listed under the Users and Permissions option in the admin module.

The agent’s list

It has a list of all agents in an organization.

The following are fields available in the agent list table:

• The name of the agent along with the email ID and whether the agent is available or not.
• The role of the agent.
• Last seen of the agent.
• The status of the agent.
• The options that can be done on each agent.

Actions

Various actions to perform on the agents are available.

View Profile

You can view each agent’s profile by clicking the View Profile option.

Impersonate

Impersonating – Use this option to assume the identity of another agent for troubleshooting purposes. Whenever an agent is impersonated a log is also recorded in audit logs.

Agent Availability Status

Agents have the option to set their availability status as online, away, offline, or any custom availability status.

Send reset password email

When an agent forgets his or her password, the send reset password email option can be used. This option sends an email to the respective agent with a link to reset his or her password.

Deactivate

Click the Deactivate option to deactivate the agent. After deactivating, the agent will not be able to log in unless reactivated.

Send 2FA Recovery Code

You may want to send a 2FA recovery code to the agent; please use the option below.

This option will only be available if you enable the Enforce two-factor authentication(2FA) for all agents.

Verify Agent Manually

For unverified agents, an extra option is available. The Verify Manually option allows you to mark the agent as verified on their behalf.

The following options are also available:

1. Adding a new agent.
2. Export and Import Agents
3. Change owner option.
4. Searching agents using name and email.
5. A filter for filtering out the required values.

Accessing the agent’s module

To access the agents in the admin module, the user should enable the Manage agents permission.