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User Types

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  1. User Types

 

To locate the User Types page go to Administration à User Types

 

Sites can 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.  Refer to User / Team Set Up for details of adding / removing access rights.

 

Please note that due to the possible impact to a client site this functionality is usually only applicable to super users. If there is no Admin User within your organisation with access to the following then please contact your reseller if you want the roles within user types globally updated.  When an admin user(s) has access to user types they will have been supplied the necessary detail for processing within user types.

 

Admin 

 

 

To alter the existing rights by user type click on the edit  button applicable to the user type (admin, general, super user, or team leader).

 

Note - If the Core Config Console has the functions = Enquiry Forms, Incidents, Skills or Visitor Tracking switched off then the user access rights will not display below;

 

 

  • Workflow (if enabled on the site)
  • NB/ Workflow enabling for Customer Roles is not available in this release of MC
  • Will display the workflow type and a tick box for Creation or Approval.
  • If you want this user type to have “Creation” then tick this box.
  • If you want this user type to have “Approval” then tick this box.
  • You can leave this box un-ticked
  • Access
  • 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.
  • API
  • If a user is required to be assigned to any API integration then 1 of the user types should be set to have access rights of API.
  • Broadcasts
  • If this user type is allowed access to broadcasts then tick broadcasts
  • Cases
  • NB/ This feature is not currently available in this release
  • Will display if the site has the Incident Module Enabled (core config feature) and in admin – settings – general settings case mode is Enabled
  • Categories
  • If this user type is allowed access to managing the categories (parent and child) that all messages within Multichannel can be assigned to then tick categories.  (Found in Admin Categories)
  • Customer Console
  • When ticked this adds the Customer Console icon  to the ticker.
  • Customer Group Administration
  • If this user type is allowed access to managing the customer groups that will be broadcasted to then tick customer groups. (Found in Admin à Customer Groups)
  • Dashboard
  • If this user type is allowed access to the Dashboard  then tick Dashboard
  • Email Address Book
  • Whilst this is a feature within this release there is no means of accessing the email address book from the message console within this release.
  •  If this user type is allowed to manage the email address book that can be used for outbound email messages then tick Email Address Book. (Found in Admin à Email Address Book)
  • Enquiry Forms
  • If this user type is allowed to manage the Enquiry Forms that can be used for example in web chat or for sending out surveys via links in outbound emails then tick Enquiry Forms.  Note that any user type with access to Enquiry Forms will also have access to Style Sheets.
  • Extraction Groups
  • If this user type is allowed to create and maintain extract groups (for extracted details from inbound messages and populating in to customer or message data) then tick Extraction Groups.
  • Incidents
  • NB/ This feature is not currently available in this release
  • Will display if the site has the Incident Module enabled (core config feature) and in admin – settings – general settings case mode is disabled
  • Keywords
  • If this user type is allowed to manage the keywords that can be applied to inbound messages within Multichannel then tick Keywords. Keywords can determine the auto response and default output state for an inbound message based on the text contained in the message (Found in Admin à Keywords)
  • Message Console
  • If this user type is allowed access to the Message Console  then tick Message Console
  • Message Manager
  • If this user type is allowed access to the Message Manager  then tick Message Manager.  This allows users of this type to access all inbound messages that need processing and to ‘cherry pick’ (select the message they want to process) rather than having the next applicable message delivered to them automatically from within the message console.
  • Reports
  • If this user type is allowed access to running Reports  then tick Reports
  • Settings
  • If this user type is allowed to alter the admin à settings within your instance of Multichannel then tick settings.
  • Please note that the access right = settings when ticked also give users admin à data field maintenance and when configured admin à CRM Integration.
  • Skills
  • If this user type is allowed access to managing the skills that all messages within Multichannel can be assigned to then tick skills.  (Found in Admin à Skills)
  • Support
  • If this user type is allowed access to the User Manuals for Multichannel  then tick Reports
  • Templates
  • If this user type is allowed access to managing the templates that can be assigned to inbound messages within Multichannel can be assigned to then tick skills.  (Found in Admin à Templates)
  • Thought of the Day
  • The ticker can have a site defined thought of the day which appears to all users logged in to Multichannel.  If this user type is allowed access to managing this then tick Thought of the Day (Found in Admin à Thought of the Day)
  • Time of Day Rules
  • If this user type is allowed access to managing the time of day rules (rules which can be assigned to inbound messages) within Multichannel can be assigned to then tick Time of Day Rules.  (Found in Admin Time of Day Rules)
  • User Types
  • If this user type is allowed to access to managing the roles / rights that users can have (i.e. access to this which you are reading about now) then tick User Types (Found in Admin à User Types)
  • User / Team Setup
  • If this user type is allowed to maintain users and teams within Multichannel then tick user/team set up.
  • Visitor Tracking
  • If this user type is allowed to maintain and add any details for tracking and making offers to visitors to any website(s) then tick visitor tracking.
  • 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.
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Last modified
00:19, 13 Sep 2014

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