User Support Agent


User Support Agent
the role that is played when a person in a contact center provides support to users


User Support Agent in the OPF Method Component Inheritance Hierarchy

As illustrated in the preceding figure, User Support Agent is part of the following inheritance hierarchy:


The typical role-specific responsibilities of a User Support Agent are to:

User support agents typically inherit the general role responsibilities from the role method component.


To fulfill these responsibilities, a User Support Agent typically should have the following expertise, training, and experience:


User support agents typically perform the following role-specific tasks in an iterative, incremental, parallel, and time-boxed manner:

User support agents typically inherit common role tasks from the role process component.


User support agents typically perform these tasks as members of the following teams:

Work Products

As members of these teams, user support agents typically produce all or part of the following work products: