Admin view

When using Sendbird Desk, it’s important to understand the different types of agents. Among live agents, there are two roles: Admin and Agent. Admin is an agent who has administrative privileges to manage overall dashboard settings and tickets. Admins have a different view of the dashboard than agents. They have access to ticket management, agent management, real-time monitoring, reports, and general desk settings.

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Under Tickets, admins can view a list of all tickets and their assigned agents and customers. They can also view the priority and monitor the status of each ticket. There are five different ticket statuses: active, pending, idle, in progress, and closed.

Under Agents, admins can view a list of all agents and monitor their activities as well as related statistics. There are three different agent statuses: online, away, and offline. Depending on the status of the agents, they can auto-assign tickets, chat with customers, or transfer tickets.

On the Workforce status page, admins can view a list of agents whose status is Online or Away. The page also shows how long each agent has remained in their current status and the number of active or idle tickets they have. Clicking on an agent on the list opens the agent's performance report in Reports.

Meanwhile, on the Monitoring page, admins can view overall statistics of all open tickets in real-time. Under Today's statistics, admins can see first assigned time, first response time, ticket processing time and more. They can also select which team to monitor ticket and agent information for.

Similarly, admins also have access to the Reports page where they can view detailed performance reports of agents, teams, tickets, and messages for a selected period of time. They can also select each individual channel or all channels to view and export the report data.

Lastly, admins can manage overall dashboard settings on the Settings page. They can change general settings, which includes time zone, working hours, auto-reply messages, and ticket transfer options. Admins can also set up custom agent statuses as reasons for Away, and configure options for triggers, bots, system messages, and more.