The end-user is a contact in Dixa. Contacts are created automatically when a customer contacts you by phone, chat or email. A contact can also be added manually by agents and administrators.
An agent is a team member in Dixa. Agents can be assigned to one or more queues but do not have access to the Analytics and Settings Menus.
An administrator in Dixa can be assigned to one or more queues. The administrator has access to the Analytics and Settings Menus and can change organization information, can add, edit and remove team members (agents) as well as add and edit queues and assign and remove agents from queues, can configure phone, chat and email channels, can add and remove tags and can add, edit and remove templates, and add and remove integrations.