• Add New Agent

You can add a new agent by choosing from All Users (enter the keyword to search) and then, assign the Agent or  Manager role below.
For agents, you need to select the required departments.
For managers, all existing departments will be added automatically.

• Agents List

This is a list of all agents, their assigned roles, and departments.

• Modifying access and permissions

In order to change the role or modify departments for agents or managers, as admin, you need to remove them from the above list first. When you hover the cursor over their names, the “Remove” option will appear, as below:

After removing, you should search/ add that user again and assign the required roles and departments.
Adding or removing any admin is only possible by changing their roles in WP-Admin > All Users.

Please also check this short video on how to add an agent:

And you can find out more in this video tutorial: