Glossary:Blended agent

Blended Agent, blended agent

An employee in the role of contact center agent who divides their time and attention between multiple communication channels (voice, email, SMS) to service customer needs.

An employee in the role of contact center agent who divides their time and attention between multiple communication channels (voice, email, SMS) to service customer needs.

An employee in the role of contact center agent who divides their time and attention between multiple communication channels (voice, email, SMS) to service customer needs.

Applications have users, though not all users perform the same tasks. Roles define how users interact with the application by, for example, determining the user interface, page permissions, and routing that are available to a user. For example, in Pega Workforce Intelligence there are several user roles, including administrator, analyst, and report user.