To edit the agent profile navigate to Admin -> Teams -> Agents -> Click on the pencil icon to Edit the agent profile
Admin would be able to change the email address, role, scope, groups, and skills.
How to change an Agent's Name?
The Full Name of the Agent can be edited only by the Agent himself as he has his own Agent profile in Freshworks. The agents should click on the profile picture at the top right corner and select 'Profile Settings' to edit the name.
How to change the Agent Type?
It is not possible to change the agent type once the agent profile is created.
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