Who is an assignee?
An assignee is a person to whom an assignment is made. This person is responsible for carrying out the assignment.
In LiveAgent, an assignee is an agent that has been assigned to a ticket. Once the ticket has been assigned to the agent, they are responsible for resolving, or escalating it.
Tickets can have various forms. In LiveAgent, all customer interactions are processed via ticketing software. No matter the communication channel from which the interaction originates, all tickets arrive in the universal inbox. From there, agents can assign tickets to themselves, or other agents or the tickets can be assigned using automation.
Once an agent takes ownership of the ticket, they are responsible for contacting the customer, carrying out any action needed to successfully resolve the issue, and providing the best customer service possible.
Having an agent assigned to each ticket makes it easier to provide a consistent, personalized experience to the customers, monitor agent productivity, keep up with company goals, and provide overall better customer service.
Expert’s note
En oppdragstaker er en kunderepresentant som er tildelt en spesifikk billett i LiveAgent, og som har ansvaret for å kontakte klienten, opprette rapporter og ta handlinger innenfor billetten.
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