When a new agent logs in for the first time, they may or may not have a site of their own. All WordPress sites allow a user to log in to the main company site (aka the "parent" site), as well as to their own agent site (aka "child" site) if they have one. Their login credentials are the same on either site, however, their options and settings will be more limited on the company site.
As you can see from the side-by-side comparison below, when the agent is logged in to their individual site (left), they'll have many more options in the left sidebar menu than they'll see when logged in to the company site (right). (Note, the sidebar options in the views below are theme-specific. Your theme may include items not shown here.)
For admins to assist with agent troubleshooting, it's always good to ask if the agent is logged in to their agent site or to the company site. Just have them read the address bar to you.
All users may easily switch between the different sites to which they belong as an administrator, simply by hovering over "My Sites" in the top left corner of the screen, and selecting the desired site.
When agents and admins are logged in, they will receive automated pop-up messages from TRIBUS from time to time. These messages are to assist with various actions the user may have just taken in the back-end, to solicit product feedback, or just to assure the user that TRIBUS is available should they need any help.
Here's an example of a pop-up message users will receive when they first log in to their website.