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User Setup

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  1. User / Team Setup

 

All users setup in the system need to be set up as individuals.

 

To locate the User / Team Setup page go to Administration à User / Team Setup

 

 

Multichannel allows users to be designated as:

 

  • General User
  • Default Settings for a General User are based on site configuration.

 

  • Admin User:
  • Has by default access to the Message and Operations Console as well as access to Reporting and system Administration (as defined by the site configuration)
  • Can access all messages in the Message Manager.

 

Team Leader:

  • Has by default access to the Message and Operations Console as well as access to Reporting and restricted access to the Admin Console.
  • Can be configured so they see the ‘Message Manager’ for messages from their team’s skills.

 

To view a summary of all Users in the site, select ‘User/Team Setup’ from the Admin Console page. Columns can be sorted for easier viewing by clicking on the underlined column name. Filters are also available to enhance the search by User Type, Status and Team.

 

Teams Disabled

 

 

Teams Enabled

 

 

To edit the User or Team, click on the corresponding Edit icon   then make the changes you require. Select ‘Save’ to save the changes or ‘Close’ to return to the summary page without making changes.

 

To delete, click on the Delete icon   then confirm you wish to delete or select cancel to retain the record. 

  1. Users Setup

 

To add a new User click on the ‘Add User’ button and fill in the user details;

 

To edit an existing User click on the ‘Edit’  button and make the necessary alterations to the user details:

 

 

All Standard Features Enabled

 

  • User ID
  • The users login name which will be used to log into Multichannel and displays on their home page.  This is case sensitive.
  • Agent Name
  • This user field can be populated with information to merge into templates with the fieldname [AgentName].
  • Pseudo Name
  • For webchat purposes this ‘pseudo’ name can be displayed in the chat window.  This is useful for businesses who don’t want to expose the actual agent name to the customer via a web chat.
  • A hierarchy exists within webchat for displaying the details of who is chatting with the customer.  If ‘Pseudo Name’ is blank then ‘Agent Name’ will be displayed.  If ‘Agent Name’ is blank then ‘User ID’ will be displayed.
  • Email Address
  • Enter the users email address.
  • User Type
  • Set the users system access by choosing from Admin, Team Leader (enterprise edition only) or General.
  • The default for any user type being added is a ‘general’ user.
  • Team
  • Select the team that the user belongs to.  This information is used for Reporting, the Dashboard view and will determine who is able to QA this users messages.
  • Password
  • The user’s password – this will be case sensitive and must adhere to the authentication and security rules as set up on your site
  • Confirm Password
  • Re-enter the user’s password to confirm. 
  • Status
  • Users in an Active status can log in to Multichannel and appear in the Operations console.
  • The Inactive status option is a security feature which prevents users logging in to Multichannel. Changing this setting is important where a User has left the organisation. Changing a User to inactive also removes them from the Operations Console view.
  • QA Status (%)
  • This allows you to set up the percentage of messages that are sent to the QA queue for review by the designated QA user for the team.  This feature is good for quality coaching purposes and also during induction training. By setting a trainee User to 100% QA Status, all messages are delivered to the QA user, gradually reducing the % as the user gains knowledge and experience.
  • Ext. Agent ID
  • Field that stores an alternate identifier (i.e. from another application) for this user.
  • Time Zone
  • This refers to the time zone that applies to the individual user and will reflect the date and time stamp that messages have when they are sent and received.  If this setting is left blank, the default time zone will be the time zone set on the team. If the team time zone is blank, the site time zone will be used.
  • Agent Sets Work Type
  • If set to Yes, then you can specify an agent’s initial work type by selecting an option from the Initial Work Type list below.
  • If set to No, the agent can select a work type from the Engage splash page. The splash page contains two new drop-down lists:
    • All Channels – Agents can select Voice All Calls + Multichannel, Voice Inbound + Multichannel, or Voice Outbound + Multichannel from this list.
    • Voice – Agents can select Voice All Calls, Voice Inbound Only, or Voice Outbound only from this list.

  • Initial Work Type
  • If the Agent Sets Work Type option is set to Yes, you can select the agent’s default work type when the log into Engage from this list. An administrator can change the agent’s work type in Call Center when the agent is online.
  • Save
  • Saves the newly added user details, once saved the tabs = rights and skills (if enabled) will be visible for updating the user record.
  • Updates any existing user record with the changes made.
  • Close
  • Closes the record without adding the new user / updating the existing user.
  • Delete
  • Applicable to existing users only, user records that have accessed the application at least once will not be able to be deleted
  • Reset Password
  • Applicable to existing users only, resetting the password on a user record allows for a 1 off temporary password to be given to the agent. The first time they log in to the application using this password they will be prompted to replace it.

 

Password Reset

 

To reset an existing user’s password edit the user and then click on the ‘Reset Password button;

 


 

 

 

 

A new password will be generated and this can be given to the user.

 

 

When a user initially logs in using a reset password the user will be forced to change the password.

 

Rights

Sites now have default settings created for each user type available to them. 

When adding a new user the rights for this user will be set based on these defaults.

Any user with access to adding / editing users will be able to quickly add or remove access to areas of the application by individual user.

 

User rights have replaced a number of settings within admin and allow for flexibility of roles.  For example previously all general users would need to have access to broadcasts whereas it may only be a requirement for selected general users to have access.  Now this can be set for selected users. 

 

This functionality can now be given to individuals (all users with access to user / team set up can give anybody access to User Types) but the setting of these defaults are initially only set up for Super Users to access them.

 

 

 

  • Workflow (if enabled on the site – see above)
  • NB/ Customer work flow is not a feature within this release of the software.
  • Will display the workflow type and a tick box for Creation or Approval.
  • If you want this user to have “Creation” then tick this box.
  • If you want this user to have “Approval” then tick this box.
  • You can leave this box un-ticked
  • Access
  • The areas of the application that appear here are as per the site configuration.
  • The access rights for each of the different user types were generically defined based on previous release versions of Multichannel.  At the time of any upgrade from any release version prior to the 395 release the site should be audited and defaults set up for each of the user types.
  • Ticking the box to the left of the name will give the user access to this area of the application.
  • Un-ticking the box to the left of the name will remove the access to this area of the application.
  • Please note that the access right = settings when ticked also give users / agents access to admin à settings and admin à data field maintenance and when configured admin à CRM Integration.
  • Channel Processing Rights
  • You are now able to assign users to specific channel processing rights for message processing, i.e. a user could be assigned only the twitter channel therefore the only messages that will be automatically delivered to them for processing are twitter messages.    They will still be able to see all messages in the queue and assigned to the customer record if they have access to the Message Manager and message console but processing of outbound messages is restricted.   Channel Processing Rights do not apply to broadcasts – if a user has access to broadcasts then they also have access to broadcast on all available channels regardless of their channel processing rights.
  • Ticking the box to the left of the name will give the user access to the nominated channel.
  • Un-ticking the box to the left of the name will remove the access to this area of the application.
  • Other
  • The areas of the application that appear here are as per the site configuration. 
  • The other rights for each of the different user types were generically defined based on previous release versions of Multichannel. These will appear as per the last saved user type settings.
  • NB/ Currently ‘Enable Agent Alert’ is displaying regardless of whether the core config feature for ‘Automatic Message Delivery’ is enabled or disabled.  This won’t impact the software but we will fix in a future release to remain consistent.
  • Assigning User Roles
  • Ticking the box to the left of the name will give new users of this type access automatically to this area of the application.
  • Un-ticking the box to the left of the name will not give new users of this type access automatically to this area of the application.
  • Note that changing these settings will have no impact on existing users unless the reset user roles option is taken. 
  • Any new users added will have these saved settings applied automatically
  • QA Capable - notes
  • Identify whether a user can quality assess messages.
  • Any users able to quality assess messages must have QA Capable ticked and are only delivered QA messages if they are set up as the QA user in the Team’s setup.
  • A user can only be specified as a QA user for their own team.  
  • QA messages are automatically delivered when the user is processing messages.   
  • QA messages are assigned at the time they are sent. 
  • When the QA user for a team is changed, all messages awaiting QA will be assigned to the new QA user.  NB/ changing the default QA user for a team should be done when all processing of QA messages has been completed, ideally when all users are logged off.
  • Any already assigned messages should be cleared by the QA user they were initially assigned to. 
  • If there is no team QA user, the messages are simply released without going through the quality assurance process.
  • The timeframe for release is specified in the QA Handler in the Message States section of the Admin Console (super user access only)
  • Enable Agent Alert
  • 2 agent / user desktop notification alerts are applicable within ENGAGE message processing.  For each new agent / user that is added the default setting will be applied.  However please note that agents / users have the capability of changing these settings from within ENGAGE order processing.   Please note that resetting user roles within user setup will not have any impact within ENGAGE if the agent / user has altered their notification settings to be different to what you are trying to reset the role to here.
  • There is an audio alert that advises an agent when a message has been presented to them. This alert will play provided the agent has sound on their work machine and the agent has not disabled the desktop notification for same.
  • Desktop Notifications can pop to the user when the ENGAGE browser is not the window in focus.  This includes when the application is minimised.   Please note that Google Chrome 28 or higher and Firefox 22 or higher presently are the only browsers that support these types of notification. This alert will pop provided the agent has enabled notifications in their browser and the desktop notification is currently ON in the browser.
  • Note that if automatic message delivery is not enabled (either at a site or agent / user level) then desktop notifications will not apply within ENGAGE.
  • Save
  • Saves the changes for this User.
  • Close
  • Closes the User record and settings are as per the last save / site defaults for this user type.
  • Reset roles
  • Will update this user to have the user role settings as per the currently defined user type settings for this site.
  • NB/ Clicking reset roles will make blanket changes to any of the custom defined roles for this user.

 

  1. Skills Enabled

 

  • Skills (#)
  • The tab shows the number of skill sets this user is currently assigned to.  The count is all skill sets (regardless of whether the rule itself was made inactive after it was applied to a user).
  • NB Super Users - can no longer handle all skills by default.  Each site will need to have any applicable skills assigned to the Super User.
  • Tick Boxes
  • A tick box will appear against each active skill set (or in the case of a skill set that has been made inactive but was assigned to this user).
  • If ticked then this user will be able to process messages skilled to this skill set.
  • If un- ticked this user will not be able to process messages skilled to this skill set.
  • Save
  • Saves the changes for this User.
  • Close
  • Closes the User record and settings are as per the last save / site defaults for this user type.
  1. Processing Limits

With concurrent message processing an individual user can have message processing limits set differently to the system defaults

 

The processing limits as assigned to each user record determines how many messages of each different channel type an agent can process at any one time.  The total number of messages cannot exceed the ‘Total’ as displayed below.

 

This example works as follows:

 

  • This user can process a total of 10 messages;
  • It is possible that with automatic message delivery this could be 10 emails;
  • It is also possible that it is a combination of all types of messages but the total for SMS, Chat, Phone, & Twitter will never exceed the values as displayed against each channel name AND the total number of messages will never be more than 10.
  • A User may also have a setting = ‘Use Global Default’ – in this case the default as shown to the right is the maximum number of messages of this type that will be assigned to them.

 

When agents reach their processing limits for non-voice calls, they will not receive inbound voice calls or be able to make dialout voice calls. To prevent this from happening, you can set the processing limits for non-voice calls to one less than the maximum.

 

For example, assume an agent’s processing limit for non-voice calls is 8. If the agent takes emails, Twitter, web chat, and Facebook messages, you can set the limits for each channel as:

 

  • Email: 2
  • Twitter: 1
  • Web chat: 2
  • Facebook: 2

 

That leaves one available call in the agent’s limit that the agent can use to make or receive a voice call.

  1. Team Set Up

If Teams are disabled then the site only allows for one team – the name of the team can be changed and a time zone applied.

 

 

If teams are enabled then the site allows for multiple teams.

 

To add a new Team click on the ‘Add Team’ button and fill in the user details:

 

  • Name
  • Enter the team name
  • QA User
  • Select the individual who will QA the teams QA messages from the dropdown list of QA capable Users in the team. Applicable to Enterprise edition only.
  • Team Leader
  • Identify who is the Team Leader for this team. Applicable to Enterprise edition only.
  • Time Zone
  • This refers to the time zone set for each team.  This will reflect the date and time stamp that messages have when they are sent and received.  If this setting is left blank, the default time zone will be the site time zone. If all users within this team reside in the same time zone then set the time zone here and you will not have to set the time zone against each user as this is the time zone that will apply.

 

Once completed, click on the ‘Save’ button to save the team detail or click on ‘Close’ to return to the previous screen

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