Agents can use the Agents option to manage back-office and customer-support agents: edit agents' personal data, passwords, roles, privileges, and status information. However, you cannot change an agent's user name, or remove agents from the system. You can grant roles and privileges to other agents. For example, if an agent with the CSTFULL role grants roles and privileges to agent A, agent A can assign these same roles and privileges to other agents.
If you deactivate (remove) an agent, the agent does not appear in the
search results. You must select a reason when you deactivate an agent.
Note: Deactivation is permanent. If you want to block an agent
temporarily, use the Black List feature.
