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Managing Agents

This section describes how administrators can manage agents, groups, roles, and permissions.
How to Manage the Agents
Agent Access Management
How to Manage Roles and Permissions
Managing Agents in Groups or Teams
How to Add New Agents in the Agent portal
How to Impersonate or Assume the Identity of Another Agent
How to Convert an Agent to a Contact
How to Change the Agent Availability Status
How to Customize or Create a New Agent Availability Status
How to Import Agents and Groups
How to Manage Agents Access to Specific Brands
How to set up agent shifts
How to Restrict an Agent from Editing a Closed Ticket
Agent Availability Status Real Time Monitoring Dashboard
Manage Agent Access with BoldDesk Permissions
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