Introduction
Users can log on to the iAGENT Desk and/or the iAGENT Supervisor interface. The corresponding user rights are assigned via the group assignment or certain settings on the user record.
Create User
In the Supervisor, go to Administration –> Master data –> Users. From here, existing users can be viewed, searched and partially modified via mass editing options. Corresponding buttons are available above the list.
To create a new user, click the New button above the list. The button also functions as a dropdown that distinguishes between new creation and restoration of already deleted users.
New User
After clicking the New button, the user dialog opens. Here the information is divided into different tabs.
General
Among other things, name, email address, signature, language and location are specified in addition to the user access data here.
The signature – just like the name – can be automatically transferred to answer templates afterwards. Depending on the configuration, the email address is used as the sender address for external queries – by default, however, this is deactivated and the system address is used for queries instead. However, the email address is primarily used as a unique identifier for users – it is therefore, just like the user name, unique system-wide.
Expert tip: When creating a new user with an email address that already exists on a (logically) deleted user, a corresponding error message is displayed. In this case, the deleted user would have to be restored, their address changed and then deleted again. The same procedure must be followed for the user name.
The lower part of the dialog controls, among other things, access permissions to various applications within iAGENT, as well as the permission to search for processes.
Routing
On the Routing Tab, user information required for routing such as e.g. language skills or routing tags is entered.
Groups
In order for the agent to be assigned to its work topics, it must be assigned to groups. Because within the groups it is defined which inquiries (categories) are to be processed by the agents.
An agent can be a member of several groups. However, a category can only be assigned to one agent group!
System Groups – Supervisors
If an agent is simultaneously or exclusively a member of a system group, they are authorized to log on to the iAGENT Supervisor interface. The rights within the Supervisor application are then defined via the rights on the group.
Group Priority
If the user has been assigned to a group, the priority can be changed here by simply clicking on the list column. In principle, the higher the number entered, the higher the priority, i.e. the more likely this agent will receive the calls from this group (instead of a lower-priority agent).
For example: Three agents with different group priorities are assigned to the same group. If an inquiry comes into the system, the system first checks whether the agent with the highest priority can accept the request. If this agent is not available or already occupied, the other agents with lower priority are also considered.
Passive Group Membership
If the group priority is set to 0 for an agent for which automatic routing is activated via the user, this agent is considered a passive agent. This means that they will not receive any inquiries from the group automatically. This is for example useful if the agent has manual routing enabled and can thus pull requests from this group manually, but should receive requests from other groups automatically.
Reserve-Agents
The priority can also be entered as negative: A negative priority means that the agent only receives requests from the group if their service level has already reached a configurable threshold value. This threshold value is set (in percantage) in the system parameters via the following key:
serviceLevel.reserveAgents.percentage = 80
Individual Settings
This tab can usually be ignored. Optional apps sometimes store the information they need here on the user record.
However, there is also a functional extension for supervisors, which can be enabled via the user’s own setting. The automatic list update can be enabled for users via their own setting with the key display.supervisor.folder.autoRefesh=1.
CTI
The CTI tab is only visible in systems on which iAGENT Call Integration is activated. Here, for example, the access data to the phone system and the standard postprocessing time for the user are entered.
Other Tabs
Depending on the installed apps, other tabs can be displayed here that were inserted by the respective apps. Therefore, no general documentation is possible here. The information about these tabs would have to be taken from the app descriptions.
Duplicate User
If several users with a similar area of responsibility or in the same team are to be created, it is recommended to create a new user and duplicate it for all other users. This will copy most of the settings and the group assignments. Name, username, email and other personal information are not copied when duplicating.
Restore User
To restore deleted users, the “New” button can be expanded and the “Restore” entry selected. A search list appears that shows all users that have ever been deleted. The users to be restored can be marked via the checkboxes in the list and restored via the Restore button.
References such as group assignments are no longer available after restoring a user and must be created again.