Agent Management#
Agents are the team members who respond to customer conversations in Novaza Desk. Each agent has an individual profile, availability status, and role that determines what they can see and do within Desk.
Adding Agents#
Agents must first have a workspace user account in Novaza SSO. Once the user account exists:
- Go to Desk → Agents → Invite Agent.
- Enter the user’s email address and select their Desk role (Agent or Administrator).
- Click Send Invite. The user will receive an email with a link to accept and configure their Desk profile.
Alternatively, workspace administrators can bulk-add agents from the SSO user list by selecting users and clicking Add to Desk.
Agent Roles#
| Role | Capabilities |
|---|---|
| Agent | View and respond to assigned conversations and inbox; manage own profile and availability |
| Administrator | All agent capabilities, plus manage channels, teams, SLA policies, automation, reports, and other agents |
Agent Profile#
Each agent can configure their profile at Profile → My Settings:
- Display name — shown to customers in the live chat widget
- Avatar — profile photo used in the widget and team directory
- Bio — a short description displayed in the help center contact page
- Notification preferences — choose which events trigger browser, email, or mobile push notifications
Availability#
Agents set their availability status to control whether they receive new auto-assigned conversations:
- Online — available and actively receiving assignments
- Busy — logged in but temporarily not receiving new auto-assignments (existing conversations are unaffected)
- Offline — not available; conversations will be assigned to other online agents
Availability status is visible to other agents and administrators on the team dashboard. It does not affect the customer-facing widget (customers can still start conversations regardless of agent availability).
Teams#
Teams are groups of agents organized around a channel, skill, or shift. Conversations and tickets can be assigned to a team, and all team members will see them in the Team Inbox view.
To create a team: Desk → Teams → New Team. Enter a name and add agents. Teams can also be assigned a default SLA policy and a working hours schedule that differs from the global settings.
Agent Performance Reports#
View individual and team performance statistics in Desk → Reports → Agent Performance:
- Average first response time
- Average resolution time
- Number of conversations handled
- CSAT (customer satisfaction) score
- SLA compliance rate
Reports can be filtered by date range, team, or channel, and exported as CSV.