User Management
Click here to see this page in full context
Download PDF

User Management

On "My Users" page, all the users created and assigned under the supervisor are shown on this page.

User Management

Figure: User Management

The supervisor can not create or delete a new user from this screen. The users can only be modified from this screen. Only administrator can create or delete users.

Search User

The supervisor can search the users. Enter the name of the user to whom you want to search and press enter button. The searched result comes up.

Modify User

Supervisor can modify the general information of user and also change different privileges given to that particular user. To edit a particular user, select that user by checking the checkbox provided and click on edit option which is there in front of the name of that user. It shows the following pop-up.

Modify User

Figure: Modify a User

Following information can be modified.

  1. General Information: Under this category, the following fields can be modified.
    1. Allowed Chat Extensions
    2. Allowed Ticket Extensions
    3. Check or uncheck "Email ID" field
    4. Add, modify, or delete Email Address
    5. Enable or disable Screen Recording
  2. After Login Behaviour: Here, you can check "Auto Available" to make the user auto-available after the login. Keep it uncheck to not make it auto-available after the agent login.

  3. System Masked Privileges: The supervisor can restrict the user from some actions related with system. Enable the checkboxes to restrict the user from the following restrictions.

    • Set autocall status: It restricts the user to change the status of the auto call. It means that the user is not able to change the status of the auto call, the status set either by supervisor or administrator remains available.

    • Modify Campaign: It restricts the user to change the campaign after login to another campaign. It means that the user is not able to change the campaign even if the user is assigned in multiple campaigns. Now, if the user selects the campaign at the time of login remains available only. The option to change campaign for the user from the main menu remains disabled.

    • Transfer Call: It restricts the user to transfer the call to another campaign or user. It means that the user is not able to transfer the call to the campaign or user.

    • Confer Call: It restricts the user to confer the call with another customer or someone else. It means that the user is not able to take anyone on the conference call with the customer.

  4. Campaign Masked Privileges: The supervisor can restrict some actions for particular user of the campaign (in which respective user is assigned) by simply checking the respective checkboxes.

    Select the campaign from the drop down list of the available campaigns in which user is assigned. Following privileges can be restricted for any user:

    • Manual Dial: If the user is masked for the Manual Dial feature then the user is not able to dial the call to any customer from that campaign manually(auto call does not have any impact of this feature). This feature is useful for the users of "Inbound" type campaigns.

    • View disposition of a call: If this feature is enabled for any user, then that user is not able to view the dispositions for the call so that the user is not able to dispose off the call from the disposition list of dialer but the user is allowed to dispose the call from CRM in that campaign.

    • Listen to self campaign voice logs: If the user is masked from this feature then the user is not able to listen to the voicelogs which are created from the calls handled by that user. The option to listen to the voicelogs remains unavailable for that user.

    • View Cancel Preview: It masked the user to cancel the preview of the customer's details. It means that the user is not able to cancel the preview in the case of "Preview dialing" algorithm.

    • Transfer Call: It masked the user to transfer the call either to another campaign or to another user.

    • Confer Call: It masked the user to initiate the conference call with anyone.

    If a user is assigned in multiple campaigns and supervisor wants to mask the user from multiple campaigns, then you have to mask the user from all the campaigns one by one.
    These features are available for all other users except administrator.

  5. Voice Mail Configurations (Licensable): This feature is licensed. This tab will be only visible if voicemail license is procured at the center.
    The supervisor can enable Voicemail feature at system level is enabled by sliding the "voicemail" bar towards right. If this is not enabled, then voicemails will not be recorded. To enable sending the voicemails notifications, supervisor needs to check the "Notification Email IDs" checkbox.
    • Notifications Email IDs: Administrator can enter the multiple email ids (gmail domain only) separated by comma. For example, email1@domain.com, email2@domain.com, and others.
    • Welcome Voicemail Prompt: Select the welcome voicemail prompt from the drop-down field.
    • Finish Voicemail Prompt: Select the finish voicemail prompt from the drop-down field.
  6. Click "Apply" button to save the changes.
    Rather, click "Cancel" to discard the changes.