Agent View grants supervisors the ability to monitor the accounts of trainees or allows helpdesk agents of taking over another agent's responsibilities. This can be very useful if an agent is going to be on leave and we want another agent to handle their tickets and e-mails. Customers, who receive responses from the "takeover agent" won't even know it came from an agent other than the one they were communicating with.
In the administration screen, expand the [User Access Control] node, expand the [Folder Access] node and select the [Agent Views] folder. In the right pane you will see a list of user accounts, right click one and select [Properties].
The "Folder Content Access" popup will appear. There is a list of all the users that can access this agent's account. In this example, the account can only be viewed by itself. Please note: Both users and groups can be granted access to an Agent's account.
You can now see the list of all the accounts / groups that you have granted access to.
In the workspace screen, expand the [Agent Views] node. This gives you a list of accounts that you can access thanks to Agent View. Expand the ["Account Name"] node to see that user's folders. Interact with any content, as you would in your own private folders.