Question
Can light agents take calls or serve chats?
Answer
Light agents can't be enabled as Talk agents and take calls.
In the standard agent interface, light agents can serve chats. If light agents are also Chat agents, this will take up an agent seat in Support. For more information, see the article: Managing agent seats for Support.
In the Zendesk Agent Workspace, light agents cannot access chats. Light agents can serve chats in the Chat mobile app, but they cannot serve chats in the agent workspace. To serve chats in the Agent Workspace, a full agent seat is required.
For more information, see the article: Understanding and setting light agent permissions.
2 comments
Florian - SEIF Partner
Nous avons souvent cette question sur les usages des agents lights, qui sont très utile à la collaboration et le traitement des demandes client , nous avons d'ailleurs réalisé cette vidéo sur le sujet si cela vous éclaire !
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Jamey DeLuzio
I have to say that this article is very misleading. I spent about an hour on chat with Zendesk support, and "In the standard agent interface, light agents can serve chats." is only partially true. Light agents can serve chats, but only if you give them a full agent seat. Given that I'm not sure why "Light agents cannot serve chats in the Zendesk Agent Workspace, they need to be upgraded to agents." is even listed on the Limitations of Agent Workspace page - https://support.zendesk.com/hc/en-us/articles/4408821805338 since you have to use a full seat with our without agent workspace being enabled.
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