> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/customer-service/dashboard.md).

# Customer Support

Customer Support

The Dashboard is where Agent & Supervisor will spend most of their time. Agent & Supervisor each will have its own separate dashboard, and here's the function of each role.

### Supervisor

![Dashboard Supervisor](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FAPVqHUEoVOH1YKdIkSOG%2FCustomer%20Support%20SPV.png?alt=media\&token=944920ba-3784-4152-bb12-98cf003d9beb)

Supervisor has role for monitoring the whole ticket activity in the teams, either the ticket that assigned to the Agent or BOT, such as:

* Monitoring performance of the team.
* Reassign ticket to another Agent.
* Takeover ticket by reassign ticket to itself.
* Handle escalated ticket from Agent
* Make approval of each ticket that will be re-opened.
* Re-open the ticket by itself, and the ticket will be re-opened without approval.  
* Transfer ticket to another group.

### Operator

![Dashboard Operator](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2F3oTi4LHzrzMeleSvI71Z%2FCustomer%20Support%20OPR.png?alt=media\&token=7d9fdbac-66f6-4c14-833c-2eea96244969)

Operator (Agent) has a role for handling tickets directly and only can execute the ticket that is assigned to itself, such as: 

* Monitoring their performance report itself
* Reply to the ticket directly or outbound the ticket by sending email or make a call to customer.
* Escalate ticket to Supervisor.
* Transfer ticket to another group.
* Request re-open ticket to Supervisor.