What is Agent?

Description: This table stores information about agents who handle tickets. It includes authentication details, display preferences, and priority levels for sorting ticket assignments.

Agent Information

Column Name	Purpose	Use Case
NAME	Stores the agent’s full name.	Provides a human-readable name for display in the system and reports, enhancing user interaction.
ACCESS NAME	Stores the agent’s access name or username.	Used for authentication and login purposes, ensuring that each agent can securely access the system.
PASSWORD	Stores the agent’s password or encrypted password.	Used for authenticating the agent when logging into the system, securing access to the agent’s functionalities.
DISPLAY NAME	Stores the agent’s display name.	Used for showing the agent’s name in a more concise or formatted way, such as on ticket screens or interfaces.
COUNTER LABEL	Stores the label or identifier for the agent’s counter.	Used for assigning and displaying tickets at specific counters or service points.
DEFAULT PRIORITY	Defines the default service priority .	The Default Priority setting assigns a priority level to agents for automated ticket generation. This priority value is used to create a ticket automatically when no existing ticket is available, ensuring agents have a consistent queue to call..
APP ACCESS	Indicates whether the agent is allowed to load and access the Queue Xpert DISPLAY and TICKETING apps without having to wait for administrative approval or intervention.	This feature ensures that agents can start their work immediately by granting them direct access to the system. It eliminates delays caused by waiting for admin authorization, providing a smoother workflow and improving operational efficiency.
ACTIVE	Indicates whether the agent is currently active.	Helps in managing the agent's status and controlling whether they can handle tickets. Inactive agents are not assigned new tickets.

In the Queue Xpert app, an Agent typically refers to an individual or a role responsible for managing or serving customers within a queue management system. Here’s a more detailed explanation:

The Default Priority setting in the Queue Xpert setup, if an agent does not have a specific service assigned, this priority acts as a fallback, generating a default ticket in the queue. This mechanism ensures a continuous flow of tickets, so that in the Callpad app, agents always have a ticket to handle, minimizing idle time and optimizing queue efficiency.

The App Loading Access setting allows agents to load and access the Queue Xpert display and ticketing apps without having to wait for administrative approval or intervention. This feature ensures that agents can start their work immediately by granting them direct access to the system. It eliminates delays caused by waiting for admin authorization, providing a smoother workflow and improving operational efficiency.

Use of App Loading Access:

• When the App Loading Access is enabled for an agent, they are able to load the app interface on their device and begin interacting with the system.
• The agent can directly access the ticketing features, including generating and managing tickets, even before admin approval, based on their configured priority or setup.
• This access is particularly useful in scenarios where immediate action is required, or when agents need to be quickly onboarded and ready to manage queues.
• This setting reduces administrative bottlenecks, allowing for faster setup and operation of the queue management system.

By enabling App Loading Access, organizations can ensure that agents are empowered to operate the system seamlessly without unnecessary delays.

Agent in Queue Xpert:

1. Role:
   • An Agent is a user (often a staff member) who interacts with the queue system to serve clients, process tickets, and manage customer flow.
   • They can be assigned specific tasks like calling the next customer, serving a customer, or assisting with any customer-related issues.
2. Responsibilities:
   • Calling Tickets: The agent calls customers based on their position in the queue (usually using a ticket number).
   • Ticket Management: They may also manage the status of tickets, such as marking them as "served," "bypassed," or "transfered."
   • Service Assignment: In some systems, agents may be linked to specific services (e.g., cashier, technician, etc.), and they handle queues related to their specific service type.
3. System Integration:
   • Agent ID: In the Queue Xpert system, each agent would typically be assigned a unique identifier (Agent ID) in the system to track their activity.
   • Assigned Services: Agents can be associated with specific service types (e.g., customer support, technical assistance, billing) that they are responsible for.

Example in Context:

In the Queue Xpert system, you might have a QUEUE table that includes an AGENT_ID field, which references an agent handling the ticket. This allows for tracking which agent is serving which customer, making it easier to generate reports and monitor service performance.