Master Data

Users

Under Administration – Master data – Users you create and configure the user accounts for novomind iAGENT. A list view with all users opens first. Clicking on the individual users opens the corresponding profile view of a user.

List view

List and columns

The displayed user list arranges the names in alphabetical order by default and informs about general properties of the user. By clicking on Name you can reverse the order.
Click on one of the other column headings to sort the list by the respective criterion (also in alphabetical order). Another click on the column header sorts the list in reverse order. To add or remove further columns, use the column selection drop-down beside the filter button.

Filter

To filter users with specific properties from the list, click the button. This opens a line with selection/entry fields below the column headers. Determine what you want to filter by either using the drop-down menus belonging to some columns or by entering suitable terms in the corresponding search fields. You can specify search factors in multiple columns to filter more precisely.
If you want to filter by a criterion whose column is currently not displayed, activate the corresponding column as described above.
Click on an entry in the user list to switch to the corresponding user profile.

Add a new user

A new user is created with a click on New. In the following view you can configure the properties of the new user.
To create the new user profile, it is first mandatory to specify the name, user name, email and password. All other properties can be configured when creating the profile or at a later time.
Click Save. The new user is now created and can be completed.

Restore user

Deleted user profiles can be restored. Clicking the arrow right of New opens the Restore button. If this is clicked, the list with the deleted user profiles opens, in which it is also possible to search for names.
Selecting the desired user profile by by clicking on the corresponding check box activates Restore, and clicking on it makes the profile appear in the user list.

Clone user

If you want to create multiple user profiles with a similar configuration to that of an already existing user, you can also duplicate that user profile as often as desired. To do this, a user profile is selected by checking in the list view. Clicking Clone User opens a dialog for creating a new profile. Except for the name, username, password and email address, all settings of the new profile correspond to the settings of the original profile. After the new profile is completed with the missing information, it can be created by clicking Save. Repeat the described process as required.

Delete user

To delete a user, select the desired user by clicking the checkbox of the respective list entry and then click Delete. Alternatively, you can open the user profile of the user to be deleted. You will find the button there as well.

Please keep in mind that users are only deleted logically, so their transactional data will stay in the mail / chat / call histories and they can be reactivated at a later time. It is also important to know that email addresses and user names are unique throughout the system. Therefore, used addresses or usernames cannot be re-used for new users. If you do want to recycle a username, you need to restore the original user profile, change its username or email adress and delete the profile again.

Change user

For changing properties of multiple users at once, the Change button was introduced. The opening dialugue allows to select a property to be changed and the value it shall take. The change will be made for all previously selected users (by checkmarks in the list). Also a batch group assignment is possible through this feature.

Profile view

Click on a user entry in the user list to switch to the corresponding user profile.

Upload photo

Next to the user’s name is the space for a personal photo. Clicking on this button opens a dialog window where image files can be uploaded. Clicking on Choose file(s) opens an Explorer window that gives access to local files. Here you can select an image file (or several files by holding the [CTRL] key). Then confirm with Open.
The images are now displayed in the dialog window. When scrolling through the images, the currently displayed image is set up as a personal photo by clicking Submit. To remove the currently displayed image from the selection list, click Delete. Click Cancel to cancel the operation.

General tab

The general tab contains specific user information like name, username, password and Email addresses.

Password / Confirmation

The user’s password will be set under Password and confirmed below. Next to Password strength, a colored bar indicates if the chosen password is in accordance to the password strength defined in the system settings. The chosen password can only be used as soon as the bar turns green. The length of the red bar gives a first hint on how much the strength of the chosen password deviates from the required password strength.

Date format

Through this setting, the user specific date format can be configured. Most date presentations in the iAGENT Desk will consider this setting. If this is not defined on the user, the system searches a system-related global setting and uses this.

Some environments cannot use the user settings like custom reports with a predefined fixed format or groupings.

The Language drop-down menu lists all languages in which the user interface can be displayed:

Arabic Chinese Croatian Czech Dutch English Finnish French German Hungarian

Italian Norwegian Polish Portuguese Romanian Slovak Slovenian Spanish Swedish Turkish

In the drop-down menu Location all locations configured on the system are available for selection. The location setting can influence the routing. The time zone and thus the business hours of the agent can also be influenced by this.

Under Theme the design of the user interface can be changed. In addition to the classic design (Default), a dark design (Dark Mode) and the classic design with a higher contrast (Contrast) are available.

The personal signature of an agent can be automatically transferred to the agent’s reply mails using a text module variable or a template tag. The character limit for the text field is 1,000 characters.

Under Settings the following options are combined:

• Agent: Use the checkbox to activate/deactivate the agent status of the respective user. novomind iAGENT Desk can only be used by users with agent status.
• Blocked: Use the check box to activate/deactivate that the respective user should be denied logon to the system. If the check box is activated while the user is logged in, an automatic logout takes place.
  A user can be locked manually by supervisors or by configuration after multiple incorrect password entries.
• Clearance required: Use the check box to enable/disable the sending of response mails of the respective user only after approval by a supervisor or an appropriately authorised agent.
• Clearance authority: Use the check box to enable/disable the respective users ability to share mails.
• Spellcheck required: Use the check box to enable/disable that the user cannot send an email without having applied the spell checker to it.
• Hide empty category folders: Use the checkbox to control whether category folders for which there are no open tickets are displayed for the user in Desk (in the global inbox) and in the Supervisor (in the backlog).

The drop-down menu spell check: Add words offers the following options:

• Disabled: the user is not allowed to add words to the spell checker dictionary.
• Activated: the user is allowed to add new words to the spell checker dictionary.
• Clearance required: The user is allowed to suggest new words for the dictionary for spell checking. Suggestions are only included in the dictionary after they have been approved by a supervisor.
• Default: for the user, the global system setting is Administration – System settings, tab Agent.

In the drop-down menu Search you have the following options:

• All Categories: the user can search in all categories of the system.
• Tenant Categories: the user can search in all categories assigned to their tenants.
• Group Categories: the user can search in the categories assigned to their group.

If you activate the check box Individual mails only, the user can only search in mails that they have edited themselves.

The History summarises all tickets and processes of a single customer. It can be viewed in the info area of the Mail editor on the History tab. At this point you can set what the agent is allowed to see.
The drop-down menu offers the following options:

• All Categories: the user can view tickets and transactions of the customer from all categories.
• Tenant Categories: the user can view tickets and transactions of the customer from the categories assigned to their tenants.
• Group Categories: the user can view tickets and transactions of the customer from the categories assigned to their group.

If you activate the check box Individual mails only , the user can only view tickets and processes in which they themselves were involved.

Retrieve for clearance authorization determines which mails that are in the “Clearance” status are displayed to the agent and may be retrieved for processing.

The drop-down menu provides the following selections:

• All categories: The user can see tickets from all categories in the clearance folder and retrieve them for processing.
• Tenant Categories: The user can see and retrieve tickets from the categories in the clearance folder that are assigned to their tenants.
• Group Categories: The user can see and retrieve tickets from the categories in the clearance folder that are assigned to their group.
• Disabled: The user will only see the mails in the share folder that they have placed in the clearance themselves.

If you activate the “Individual mails only” checkbox next to one of the above options, the user will only be able to view tickets and processes that they themself has been involved in.

The drop-down menu Quality assurance of every allows the values – (0), 1. mail, 5. mail, 10. mail, 15. mail, 20. mail, 30. mail, 50. mail, 100. mail, 200. mail, 500. mail

After the agent has reached the set number of response mails, the system sends a blank copy of the last mail to the supervisor who configured this field.

Routing tab

About the check box Change of state activate/deactivate the agent’s ability to set their ready status to Busy.
If the agent sets its status to Busy, it does not receive any further tickets via automatic routing.

Changes to the setting take effect after the agent logs on again.

When using novomind iAGENT Chat, you can differentiate whether the agent can set the status Ready separately for iAGENT Desk and iAGENT Chat.

Use the check box Routing to activate/deactivate automatic routing for the agent. If automatic routing is active, the agent automatically receives tickets that match their individual profile settings (maximum number of mails, assigned categories, languages, location).

The numeric value entered in the Priority field defines the priority of the respective agent for routing. The higher the value, the stronger the agent is preferred when distributing the mails through the routing process. If the agent is a member of an agent group, the priority of the group overrides the priority of the agent.

The numeric value next to Max. mails defines the maximum number of mails from automatic routing that may be in the agent’s inbox at the same time.

The numerical value of Max. Number of chats defines the maximum number of chats that the agent can process at one time.
A maximum of eight chats can be delivered in parallel. However, we recommend a maximum value of 4 to avoid overloading.

The selected setting for the option Manual Routing determines whether the agent can retrieve mails from the backlog and from which categories they may originate.
The drop-down menu offers the following options:

• All categories: the agent can view all category folders and retrieve mails contained in them.
• Tenant categories: the agent can retrieve mails from the categories that are assigned to their tenants.
• Group categories: the agent can retrieve mails from the categories that are assigned to their own group.
• Disabled: the agent cannot retrieve mails automatically. They receive mails exclusively via automatic routing.

In the drop-down menu Language skills select the languages in which the agent can process tickets. Languages that have already been selected will not appear in the list the next time they are selected. Text input filters the list entries that match the input.
If language-based routing is active, mails are delivered according to the specified language knowledge.

Routing Tags

If the iAGENT Call Module is activated, routing tags may be defined on user level. They have influence on the routing. Incoming tickets may also receive routing tags through the IVR or the knowledgebase and will only be routed to agents that have at least all these routing tags also.

Tags are free text items, which will be created if the entered Tag name has never been used before. In this case, the suffix “(New)” will appear in the autosuggest.

Groups tab

Users are members of user groups.
The drop-down menu Filter: provides the following options:

• All: All existing groups are displayed in the group list.
• Assigned entries: the group list contains the groups to which the agent is assigned.
• Unassigned entries: all groups to which the agent is not assigned appear in the group list.

Each user is either a member of a system group or an agent group.
In the drop-down menu Type: there are the following options:

• All: the group list lists all group types.
• System groups: only system groups are listed in the group list.
• Agent groups: the group list shows all agent groups.

The agents can perform different functions for each assigned tenant. Membership in the groups of the respective tenants also depends on this.

The tenant filter displays the groups to which the agent belongs for the selected tenant.
The Unassigned option results in a list of groups to which the agent belongs but which are not exclusively assigned to any tenant.

Group names can be determined individually.

If there are a large number of groups, you can use this input field to search for a specific group name.
The search starts with the first letter entered and presents a list of all group names that match the input. Each additional letter refines the search result.
The search is always applied to the filtered list.

Priority on group associations
The priority on the group associations define the routing bahaviour for categories of these specific group. Possible values are positive, zero and negative values. Description below the screenshot.

Values > 0
= Positive values define the real priority compared to other agents of the same group (the higher the priority value, the higher the likelihood that this agent receives a new item through this group).
Value = 0
= Passive membership. No items of categories of this specific group will be routed to this agent automatically. But the user is allowed to reply to issues that f.e. have been pulled out of the global inbox manually.
Values < 0
= Backup agent: Negative values define that the agent only receives items out of these categories when their servicelevel exceeded a predefinable threshold (see below)

Reserve-Agents only receive items when a system parameter (routing.conf or tab “system parameters” on the system setting has been set to the percentage threshold: serviceLevel.reserveAgents.percentage = 80
sets the percentage threshold from when on the reserve agents will receive items out of the categories where they are set as reserve agents through their group association priority

Desk tab

(Since version 12.13) Some of the settings which the agent can also self change under Individual Settings in iAGENT Desk can be made here (date format, language and theme can be set under the General tab).

• Save as draft every:
  This is used to define at which intervals the system should automatically save a draft of the mail that is currently being processed. The back-up copy is stored in the Drafts folder and can be accessed there and opened as required. If the original mail has been sent to the customer, the back-up copy is automatically deleted from the drafts folder.
• Max. number of messages in Sent folder:
  The agent uses this option to decide whether or not a copy should be made and saved of all the mails they have sent. The agent then selects the number of mails they wish to process. If this function has been activated, an extra sub-folder will be added to the folder list just underneath the Drafts folder. The number displayed in brackets indicates the number of mails that folder contains.
• Text modules position:
  This is where the agent can define whether the text module bar should be displayed at the top or the bottom of the mail.
• Confirm when sending:
  The agent can use this field to define whether a confirmation (Should the mail be sent?) should be requested before a mail response is sent. If not, mails are dispatched as soon as the Send + close, Send as intermediate reply and Send after clearance option has been selected.
• Select inserted text modules:
  This permits to specify whether text modules – with the exception of the module types address, salutation and TOP text – shall be highlighted automatically when inserted into a reply text. A notable benefit of automatic highlighting is the fact that erroneously selected text modules can easily be removed with a single mouse click while selected.
• Auto select personal inbox on manual pull:
  If set to Yes (default), the focus changes to the personal inbox where the just pulled mail will be selected directly to start working on it immediately. If set to No the focus stays in the global inbox what assures to pull multiple mails one after another without leaving the global inbox unexpected.

Individual settings tab

The Individual settings tab is initially not assigned. You can configure numerous individual agent properties by entering user-specific keys.

A new key can be added by clicking on New. The desired key and the corresponding value can be entered in the dialog window. Then close the window with OK and click on Save.

Click in the Value column of an existing key in order to edit it.

You can delete a particular key by selecting the corresponding checkbox of the key. This activates the Delete button. Click on it and the key will be removed from the list.

For more information on the available keys and settings, please contact your novomind project manager.

Call tab

If the novomind iAGENT Call module has been activated, this tab is for configuring the after work time of this agent.

After work time

• Initial after work time (sec)
  The wrap-up time that is automatically set for this agent after a completed phone call.
• Extend time (sec)
  The time that will be added to the current after work time when the agent clicks the corresponding extension button.
• Max. number of extensions
  Specifies how many times during a running after work time the agent can extend it using the button.
• Min. remaining after work time for extensions (sec)
  This setting can be used to control the amount of remaining after work time before an extension can be requested via the button.
• Automatic after work time after call transfer
  Specifies whether an after work time should also be started after a call is transferred.
• Automatic after work time after call reroute
  Specifies whether an after work time should also be started after a call has been rerouted (e.g. by recategorization) or withdrawn by a supervisor.
  

Phone tab

If the novomind iAGENT Call module has been activated, this tab is for configuring the user credentials of this agent.

• Telephone System Plugin
  The phone system instance for which the user data applies is selected in the dropdown. A separate login can be configured for each instance.
  
• Username
  The agents user name on the selected phone system instance
• Password
  The agents password on the selected phone system instance
• Confirmation
  Password confirmation to avoid typos on entering new passwords
• Phone number
  
• Silent Monitoring
  The Silent Monitoring function can be disabled or enabled for the user. If the function is deactivated, the user cannot be selected in the Silent Monitoring overview.
  

Groups

Each novomind iAGENT user is assigned to at least one group. The existing groups can be divided into two types: system groups and agent groups.

Users in system groups perform managerial and administrative tasks. Administrators, supervisors and operators are therefore assigned to these groups.

The agent groups, on the other hand, are assigned users who perform agent tasks like responding to inbound inquires.

To create a new group at a specific level of the group hierarchy, select an existing group by clicking on the check box in front of the respective group name. This activates the -button.

New Button:

Click on the button. A drop-down menu opens in which you can determine the group type of the new group to be created. An existing group has to be checked as new root entry for the new group.

Copy Button:
Copies the selected group with all sub-groups. Each privilege on the sub groups will be copied as well so that complete existing structures can be copied into e.g. new tenants configurations. Only the user and category associations will not be copied.

Move Button:

Moves a selected group below another group. For selecting the target group, another small dialogue opens. The action cannot be undone.

Expand all Button:
Expands all groups in the tree so that every sub-group will be visible.

Delete Button:

To delete an existing group, the group has to be checked in the list. After clicking on the delete button, the group and all it’s associations will be deleted. This action is not recoverable. To avoid mistakes, deleting groups with subgroups is prohibited.

List filters:

You can use the offered filters and the search field to find a specific group quickly and easily.

• All: all existing groups are listed.
• System groups: the list contains all system groups.
• Agent groups: all agent groups are displayed in the list.
• Groups without users: the list shows all groups to which no user is assigned.

By default, the group list shows all groups of all tenants. The tenant filter reduces the list to the groups assigned to the selected tenant(s).

• Unassigned: the list contains only groups that are not assigned to a tenant.
• tenant name: the group list consists of the groups assigned to the selected group(s) (multiple selection is possible).

An arrow in front of the group name indicates whether a group has subgroups:

Click the arrow to display the next level of the subgroups of each group.

If you click on the arrow longer, the entire hierarchy of the group with all sublevels is opened.

Click on a group in the list to learn and edit its properties.

General tab

After you have clicked a group from the list, you first see the tab General, which besides the group name also provides information about the possibly assigned tenant and a short description of the group. You can perform/change the tenant assignment using the drop-down menu. The tenant field is only visible in system groups.

User tab

Under the User tab you can see which user is a member of the selected group and which is not. You can assign additional users to the group or remove the group assignment of users.
Assigned users are indicated by the activated check box (white tick on green background, see illustration) and the yellow background of the corresponding line.
By activating/deactivating the check box in front of the user name, you assign/remove other users from the group.
You accept changes made by clicking on the button Save.

Filter:

• All: all existing users are displayed in the user list.
• Unassigned entries: all users that are not assigned to the group appear in the user list.
• Assigned entries: the user list contains the users assigned to the group.

Location – search users by location

Search – To quickly find a specific group name for a large number of entries, you can use this input field to search for a specific group name. The search starts with the first letter entered and presents a list of all group names that match the input. Each additional letter refines the search result.
The search is always applied to the filtered list.

Categories tab

The category list contains all categories available on your system. The filter possibilities make it easier for you to search for specific categories:

• All: all existing categories are displayed in the category list.
• Assigned entries: the category list contains the categories assigned to the group.
• Unassigned entries: all categories that are not assigned to the group appear in the category list.

If there is a larger number of categories, you can search for a specific category using this input field.
Searching starts with the first letter entered and presents a list of all categories that match the input. Each additional letter refines the search result.
The search is always applied to the filtered list.

To assign a category to the group, proceed as follows:

• Search for the desired category/categories using the filter and search options described above.
• Select the category(s) by clicking on the corresponding checkbox. The line of the category is highlighted in color.
• Click on the Save button.

If you want to remove the assignment of one or more categories to a group, the procedure is very similar:

• Search for the assigned category(s) from the (filtered) list.
• Remove the selection of the category by clicking on the corresponding checkbox(s).
• Click on the Save button.

Rights tab

Here you can associate privileges to system groups. An association to agent groups is not possible.

List

The list shows the following columns that also offer a search functionality on enabling the search filter through the button “Filter” on the right-hand side:

• Privilege
  The name of the privilege (free text search field). Usually, the name should be self explaining.
• Domain:
  The program part where this privilege is applicable

After selecting or entering a search criterion, the search will be started immediately.

Afterwards, the list may be re-sorted through a click on the header. A following click on the currently sorted header switches the sorting direction of this column.

The preceding checkboxes sign the active association from the privileges to the system group. If a privilege shall be deactivated, the checkbox has to be unchecked.

All changes of the associations have to be saved through the Save button.

The privileges of the Domain “Reporting” relate to the reporting of the supervisor user interface until novomind iAGENT version 9.5.

From novomind iAGENT version 10 on, the reports in the reworked user interface can be associated through the domain “Dataexport”! After an update from 9.5 to any version >= 10, all reporting privileges thus have to be reassociated to the corresponding user groups!

Drilldown in the description of the privilege means that the user is able to list the single tickets out of a reporting result row with one click on the number.

The following privileges may be associated to system groups:

Privilege	Domain	Description
Backlog – Menu Show	Backlog	Shows the menu item one
inbox – Display	Backlog	Shows the folder in the backlog an
agent – Display	Backlog	Shows the folder in the backlog a
resubmissions – Display	Backlog	Displaysfolder in the backlog
2nd-level- Display	Backlog	Shows the Folder in the backlog
format error – Display	Backlog	Shows the folder in the backlog
2nd-level customer email – Display	Backlog	Shows the folder in the backlog
Outbox – Display	Backlog	Shows the folder in the backlog
Approval – Display	Backlog	Shows the folder in the backlog
delivery failure – Display	Backlog	Shows the folder in the backlog
backlog – Overview – Chat	Backlog	Shows the folder in the backlog
backlog – Overview – claim	Backlog	Shows the folder in the backlog
backlog – chat status see times	Backlog	Controls whether the durations of chats will be shown in the backlog or not
Analytics – menu	Analytics	Shows the menu entry
Overview – Display	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Real-time view – displays	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Completion rate – Display	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Completion rate – Display history	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Category overview – Display	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Category overview – Display history	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Agent status – Display	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Agent status – Details	Analytics	Allows the execution of the analytics area in the supervisor interface
Overview of online times – Display	Analytics	Allows the Execution of the analytics area in the supervisor interface
Overview of online times – show history	Analytics	Allows the execution of the analytics area in the supervisor interface
Chat status – Display	Analytics	Allows the execution of the analytics area in the Supervisor interface
Chat status – Display times	Analytics	Allows the execution of the analytics area in the Supervisor interface
Chat status – details	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Chat status – details	Analytics	Allows the execution of the Analytics area in the supervisor interface
CTI status – Display	Analytics	Allows the execution of the Analytics area in the supervisor interface
CTI agents online – Display	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Received messages – Display	Analytics	Allows the execution of the Analytics area in the supervisor interface
Backlog – Display	Analytics	Allows the execution of the analytics area in the supervisor interface
Backlog Live – Display	Analytics	Allows the execution of the analytics area in the supervisor interface
Backlog Historical – Display	Analytics	Allows the execution of the analytics area in the Supervisor interface
Backlog Live Chats – Display	Analytics	Allows the execution of the analytics area in the Supervisor interface
Service level – Display	Analytics	Allows the execution of the analytics area in the Supervisor interface
Service Level Overview – Display	Analytics	Allows the execution of the Analytics area in the Supervisor interface
service levelinterface Live – Display	Analytics	Allows the execution of the analytics area in the Supervisor interface
Level Historical – Display	Analytics	Allows the execution of the Analytics area in the Supervisor interface
completed – Display	Analytics	Allows the execution of the Analytics area in the Supervisor interface
Completed Changes to completed emails – Display	Analytics	Allows the execution of the Analytics area in the supervisor interface
completed Edited Mails – Display	Analytics	Allows the execution of the Analytics area in the supervisor interface
Analytics – Drilldown	Analytics	Allows the execution of the Analytics area in the supervisor interface
Reports – Displaymenu	Reports	Report for the former (legacy) Supervisor interface
Alert – Display	Reports	Report for the former (legacy) Supervisor interface
Alert Blacklist – View	Reports	Report for the former (legacy) Supervisor interface
Alert Blacklist – Administration	Reports	Report for the former (legacy) Supervisor interface
Incoming – View	Reports	Report for the former (legacy) Supervisor interface
Received Mails – Display	Reports	Report for the former (legacy) Supervisor interface
Open – Display	Reports	report for the former (legacy) supervisor interface
Multi-level processes – Display	Reports	Report for the former (legacy) Supervisor interface
Recategorized – Display	Reports	Report for the former (legacy) Supervisor interface
Fully Completed mails – Display	Reports	Report for the former (legacy) Supervisor interface
No response – Display	Reports	Report for the former (legacy ) Supervisor interface
Answered – Display	Reports	report for the former (legacy) Supervisor interface
Created processes – Display	Reports	report for the former (legacy) Supervisor interface
Today – Display	Reports	report for the former (legacy) Supervisor interface
Faulty Mails – Display	Reports	report for the former (legacy ) Supervisor interface
weekly report – Display	Reports	report for the former (legacy) supervisor interface
Response time – Display	Reports	report for the former (legacy) supervisor interface
Evaluation- Display	Reports	report for the former (legacy) supervisor interface
Data export – Display	Reports	Report for the former (legacy) Supervisor interface
Data export – All templates Show	Report	Report for the former (legacy) Supervisor interface
data export – Standard templates display	Reports	Report for the former (legacy) Supervisor interface
data export – Split Reports Show	Report	Report for the former ( legacy) Supervisor interface
Data export – cancel anonymization	Reports	report for the former (legacy) Supervisor interface
Agent- display	Reports	report for the former (legacy) supervisor interface
processing time – display	Reports	report for the former (legacy) Supervisor interface
processing time – selection All agents (global) display	Reports	report for the former (legacy) Supervisor interface
text module report – Display	Reports	report for the former (legacy) Supervisor interface
template report – Display	Reports	report for the former (legacy) Supervisor interface
Forwarding eitungsbericht – Display	Reports	Report for the former (legacy) Supervisor interface
campaign report – Display	Reports	Report for the former (legacy) Supervisor interface
quality control – Display	Reports	Report for the former (legacy) Supervisor interface
chat time report – Display	Reports	Report for the former (legacy) Supervisor interface
chat time report – agent	Reports	report for the former (legacy) Supervisor interface
chat duration report – details	Reports	report for the former (legacy) Supervisor interface
Completed chats – Display	Reports	report for the former (legacy) Supervisor interface
search – Display	Reports	report for the former (legacy) Supervisor interface
search – officer Selection	Reports	Report for the former (legacy) supervisor interface
Search – In text and notes	Reports	Report for the former (legacy) supervisor interface
Contact Search – View	Reports	Report for the former (legacy) Supervisor interface
Service Level – Menu Show	Reports	Report for the former (legacy) Supervisor interface
Completed mails – Display	Reports	Report for the former (legacy) Supervisor interface
Answered – Display	Reports	Report for the former (legacy) Supervisor interface
No response – Display	Reports	Report for the former (legacy ) Supervisor interface
target report – Display	Reports	report for the former (legacy) Supervisor interface
target report – agents	Reports	Report for the former (legacy) Supervisor interface
bandwidth report – Display	Reports	report for the former (legacy) Supervisor interface
final report – Display	Reports	Report for the former (legacy) Supervisor interface
Statements code report – Display	Reports	report for the former (legacy) Supervisor interface
data export report generator – Display	Reports	report for the former (legacy) Supervisor interface
Administration – menu Display	Administration	Shows the menu option
user menu	Administration	Shows the menu option
Users – Administration	Administration	Allows the user to manage other users
Users – Restore	Administration	Allows to restore deleted users
Users – Agent groups	Administration	Allows the assignment of the user to an agent group
Users – System groups	Administration	Allows the assignment of the user to a system group
Users – Overview – Display	Administration	Shows the menu optionShowmask for yourentry toShow
Users – own user – Display	Administration	Offers the editing of the own user entry
Users – group members	Administration	Offers the display of group members on the group edit mask for users
Quality control by Supervisor	Administration	Authorizes the user to set the “Quality Assurance” option on the user entry of agents to copy replies from these agents as Obtain blind copy
Groups – Display	Administration	Shows the menu option
Groups – Administration	Administration	Shows the menu option tenant assignment
Groups – Change your own groups	Administration	Allows the user to change the members of their own group
Groups – Display	Administration	Allows to assign a tenant to the groups
Categories – Display	Administration	Shows the menu option
Categories – Administration	Administration	Allows the administration of categories (add, change, delete)
Categories – Restore	Administration	Allows you to restore deleted categories
Locations – Display	Administration	Shows the menu option
Sites – Administration	Administration	Allows the administration of locations (Add, change, delete)
Locations – Restore	Administration	Allows you to restore deleted locations
Business hours – Display	Administration	Shows the menu option
Business- Administration	Administration	Allows the administration of business hours (add, change, delete)
Knowledge Base – Display	Administration	Shows the menu option (Analysis-> Knowledge Base)
Knowledge Base – Administration	Administration	Allows adding and activating new knowledge bases.
Statistic Engine – Display	Administration	Shows the menu option on (Analysis-> Statistic Engine)
Statistic Engine – Administration	Administration	Allows the administration of the statistical engine (training via mail sets)Editor
Template- Display	Administration	Shows the menu option “Reply-> Templates”. This is where, for example, response suggestions are managed.
Template editor – Display	Administration	Allows the administration of templates.
Template editor files – Display	Administration	Allows the system-defined templates to be displayed at the file level (“File” tab). May only be removed if the right “Template editor – Display categories” is set
Template editor categories – Duisplay	Administration	Allows the display of the categories defined in the system with their assigned templates (“Category” tab). May only be removed if the right “Template Editor – View Files” is set
Template Editor – Templ. Category assignment	Administration	Shows the menu option “Reply> Preferences Category Assignment” a
Textb. Category Assignment – Display	Administration	Shows the menu option “Reply> textb. Category”, via which textgroups can be assigned to categories (only legacy supervisor)
assignmentmoduleText category assignment – administrationmodule groups	Administration	Allows the reassignment of textto categories (only legacy supervisor)
text modules – display	Administration	Shows the menu option” Answers-> text modules ” on.
Text modules – Administration	Administration	Allows the administration of textText
modulesmodules – Display all text modules	Administration	Causes the “All” entry to be displayed in the “Filter” drop-down list. The “non-editable” text modules, ie those for which the logged-in user is not assigned to the required categories, are then also displayed.
TOP Texts – Display	Administration	Shows the menu option “Reply-> TOP text modules”.
TOP Texts – Administration	Administration	Allows the administration or assignment of TOP textText
Textmodules – Display info area	Administration	Allows you to set the checkbox to display this text
Transaction Codes – Display	Administration	Shows the menu option for “read-only” access.
Transaction Codes – Administration	Administration	Allows the administration or assignment of Transaction codes
Transaction Codes – Restore	Administration	Allows the restoration of deleted Transaction Codes
Address book – Display	Administration	Shows the menu option for “read-only” access.
Address Book – Administration	Administration	Allows the administration of address book
Attachments – Display	Administration	Shows the menu option for “read-only” access.
Attachments – Administration	Administration	Allows the administration of central and tenant-specific attachments
Dictionaries – Display	Administration	Shows the menu option for “read-only” access.
Dictionaries – Administration	Administration	Allows the administration of dictionaries (including the release of new dictionary entries)
Dictionaries – No tenant	Administration	Allows the view of dictionaries without tenant
Campaigns – Display	Administration	assignmentassignmentsShows the menu option for “read-only” access.
Campaigns – Administration	Administration	Allows the administration of automatic campaigns (controlled by category and time frame)
Campaigns – Administration manual campaign	Administration	Allows the administration of manual campaigns (with selection of the answered mails to be reacted to)
Campaigns – Restore	Administration	Allows the restoration of deleted Campaigns
Chat Proactivity Rules – Display	Administration	RulesShows the menu option for “read-only” access.
Chat Proactivity Rules – Administration	Administration	Allows administration of proactivity rules that control when the chat invitation to customers is offered.
Chat FrontSettings – Display	Administration	Shows the menu option for “read-only” access.
Chat front-end settings – Administration	Administration	Allows the administration of the chat front-end settings, via which, for example, the proactivitycan be clearly assigned to the chat front-ends
Claim reasons – Display	Administration	rulesShows the menu option for “read-only” access.
Claim Reasons – Administration	Administration	Allows the administration of the hierarchically structured Claim Reasons
Claim Activity – Display	Administration	Shows the menu option for “read-only” access.
Claim activity – Administration	Administration	Allows administration of claim activities
Claim activity – Restore	Administration	Allows the restoration of deleted claim activities
Claim contact roles – Display	Administration	Shows the menu option for “read-only” access.
Claim Contact Roles – Administration	Administration	Allows the administration of the contact roles in the Claim
Claim Contact Roles – Restore	Administration	Allows the deleted claim contact roles to be restored.
Generic fields – Display	Administration	Shows the menu option for “read-only” access.
Generic fields – Administration	Administration	Allows adding and removing new data fields, which can be used in the Claim area, for example.
Contacts – Display	Administration	Allows opening of the contactand the contact
System Settings – Display	Administration	Shows the menu option for “read-only” access.
System Settings Agent – Display	Administration	Shows the agent-related settings within the system settings.
System Settings Agent – Administration	Administration	Allows the administration of the agent-related settings within the system
System Settings Supervisor – Display	Administration	Shows the supervisor-specific entries of the system settings on the “Supervisor” tab.
System Settings Supervisor – Administration	Administration	Allows you to edit the supervisor-specific entries of the system settings on the “Supervisor” tab.
System Settings Routing – Display	Administration	SettingsDisplays the routing-specific entries of the system settings on the “Routing” tab.
System Settings Routing – Administration	Administration	SettingsAllows you to edit the routing-specific entries of the system settings on the “Routing” tab.
System Settings Service Level – Display	Administration	Displays the service level-specific entries of the system settings on the “Service Level” tab.
System Settings Service Level – Administration	Administration	Allows you to edit the service level-specific entries in the system settings on the “Routing” tab
System Settings System – Display	Administration	Displays the system-specific entries in the system settings on the “System” tab.
System Settings System – Administration	Administration	Allows you to edit the system-specific entries in the system settings on the “System” tab System-specific entries in the system
System Settings Workflow – Display	Administration	Displays the workflowsettings on the “Workflow” tab.
System Settings Workflow – Administration	Administration	Allows you to edit the workflow-specific entries of the system settings on the tab “Workflow”
Incoming accounts – Display	Administration	Shows the menu option for “read-only” access.
Messenger Incoming accounts – Display	Administration	Shows the menu option for “read-only” access.
Incoming accounts – Administration	Administration	Allows the administration of the incoming accounts
Messenger Incoming accunts – Administration	Administration	Allows the administration of messenger incoming accounts
Incoming accounts – Restore	Administration	Allows the recovery of deleted incoming accounts
System accounts – Display	Administration	Shows the menu option for “read-only” access.
System accounts – Administration	Administration	Allows the administration of the system accounts (email mailboxes) for, for example, external forwarding and queries.
System accounts – Restore	Administration	Allows the restoration of deleted system
External routing plugins – Display	Administration	accounts.Shows the menu option for “read-only” access. Only available if an external routing plug-in has been activated via an app in the system.
External routing plug-ins – Administration	Administration	Allows the administration of the external routing plug-ins
Telephone system plug-ins – Display	Administration	Shows the menu option for “read-only” access. Only available with the activated Call component
telephone system plugins – Administration	Administration	Allows administration of the telephone system plugins
users – Custom settings – Display	Administration	Shows the tab “My Settings” on the user’s editing dialogue, and it enabled
users – Custom settings – Administration	Administration	Allows Editing the “Own Settings” on the tab of the same name in the user editing dialog
Categories – Own Settings – Display	Administration	Shows or activates the “Own Settings” tab on the category editing dialog
Categories – Own Settings – Administration	Administration	Allows editing the “Own Settings” on the tab of the same name in the category editing
Locations – Own Settings – Display	Administration	dialogShowDisplays or activates the “Own Settings” tab on the site editing dialog
Locations – Own e Settings – Administration	Administration	Allows you to edit the “Own settings” on the tab of the same name in the location editingediting
Incoming Accounts – Own settings – Displayaccounts	Administration	dialogShows or activates the tab “Own settings” on the incomingand systemdialog
System accounts – Own settings – Administration	Administration	Allows you to edit the “Own settings” on the tab of the same name in the input account and system
Messenger incoming accounts – Own settings – Display	Administration	Shows or shows the “Own settings” tab in the messenger inbox editing dialog
Messenger incoming accounts – Own settings – Administration	Administration	Allows you to edit the “Own settings” on the same tab of Messenger input accounts editing dialogue
Tenants – Own settings – Display	Administration	Shows the tab “Own Settings” on the tenant editing or activates it
Tenants – Own Settings – Administration	Administration	dialogAllows editing of the “Custom Settings” on the tab of the same name in the tenant editing
External Routing Plugins – Own Settings – Display	Administration	Shows the tab “Own Settings” on the external routing plugins
External Routing Plugins – Own Settings – Administration	Administration	Allows editing of the “Own Settings” on the tab of the same name in the External Routing Plugins Editing Dialog Telephone System
Phone System Plugins – My Settings – Display	Administration	Shows the “My Settings” tab on the phone system plug-in editing dialog or activates it
Phone System Plugins – My Settings – Administration	Administration	SystemAllows you to edit the “My Settings” on the tab of the same name s Telephone system plugins editing
Transaction Codes – Own settings – Display	Administration	Shows or activates the “Own settings” tab on the transaction codes editing dialog.
Transaction Codes – Own settings – Administration	Administration	Allows editing of the “Own settings” on the tab of the same name of the transaction codes
Apps – Display	Administration	Shows the menu option for “read-only” access.
Apps – Administration	Administration	Allows the administration of the apps
Api application – Display	Administration	Shows the menu option for “read-only” access.
Api application – Administration	Administration	Allows the administration of the permitted API accesses including administration of client ID and secret for OAuth2
Tenants – Display	Administration	Shows the menu option for a “read-only” access.
Tenants – Administration	Administration	Allows the administration of the tenants
Tenants – Restore	Administration	Allows the restoration of deleted tenants
Parent categories – Display	Administration	Shows the menu option for “read-only” access.
Parent categories – Administration	Administration	Allows the administration of the superordinate categories
Data export Excel templates – Display	Administration	Shows the menu option for “read-only” access.
Data export Excel templates – Administration	Administration	Allows the administration of the data export templates
Control Panel – Display	Administration	Displays the menu option for “read-only” access.
Control Panel – Administration	Administration	Allows administration of the master data via the control panel (drag & drop of users / groups / categories structures)
Log level – Display	Administration	Shows the menu option for “read-only” access.
Log level – Administration	Administration	Allows administration of the log level
Status – Display	Administration	Shows the menu option
General Settings – Display	Administration	Shows the menu option (only legacy Supervisor)
Workflow settings – Display	Administration	Shows the menu option (only legacy Supervisor)
Display settings – Display	Administration	Shows the menu option (only legacy Supervisor)
Mail Agent settings – Display	Administration	Shows the menu option (only legacy Supervisor)
return addresses – Administration	Administration	Allows administration of the return addresses (only legacy Supervisor)
accounts settings – Administration	Administration	Allows the administration of the account settings (only legacy Supervisor)
Address Settings – Display	Administration	Shows the menu option (only legacy Supervisor) Address Settings
Address Settings – Administration	Administration	Allows the administration of the address settings (only l egacy Supervisor)SettingsSettings
Database – Administration	Administration	Allows the administration of the databaseonly)
Security – Administration	Administration	settings (legacy SupervisorAllows the administration of the security settings (legacy Supervisor only)
CTI – Display	Administration	Shows the menu option (legacy Supervisor only)
CTI – Administration	Administration	Allows the Administration of the CTI settings (legacy supervisor only)
Change password – Display	Administration	Shows the menu option (legacy supervisor only)
Apps menu – Display	Apps	Shows the menu option for “read-only” access.
Break reasons – Display	Administration	Shows the menu option for “read-only” access.
Break reasons – Administration	Administration	Allows the administration of the breakBreak
Break reasons – Restore	Administration	Allows the recovery of deleted break reasons Start
Router / stop router	Functions	Allows you to start and stop routing within the status menu item (legacy Sueprvisor only)
License Status – Display	Functions	Allows you to display the license status the welcome page of the legacy Supervisor interface
Forward (External)	Functions	Allows external forwarding for the supervisor and agents from the subordinate groups via the iAGENT Desk
Recategorize (non-tenant)	Functions	Allows the re-categorization of mails to all other tenants.
Re-categorize (cross-tenant)	Functions	Allows the re-categorization of Mails in tenants for which the agent is not currently registered, but is authorized
Use (external)	Functions	Allows the use of the mobile supervisor (deprecated)
Drilldown	Functions	Allows the user to display the entries in Reports and Analytics that have led to certain key figures. For this, the numbers in the columns of the reports can be clicked and lead to a list of results. As this cannot be viewed by everyone for data protection reasons, this right has been introduced.
Show deleted categories – Display	Functions	Provides the option of showing deleted categories for filtering in reporting.
Add mails to manual campaigns	Functions	Allows adding mails to a manual campaign
Feedback	Functions	Displays the feedback menuthe Supervisor interface
Mails – refresh automatically	Functions	Activates the automatic refresh of the inbox in the legacy Supervisor interface
Specific Functions – Menue	Functions	Shows the customized menu entries in the supervisor (if existing)
Transaction Code Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Backlog.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Rating Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Efficiency – Category – Agent.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Campaign Report.xlsx – data export	Data export t	Allows data export to be executed in the Supervisor interface
Quality Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
SL WOReply Mails.xlsx – data export	Data export.	Allows data export to be executed in the Supervisor interface
Defective Mails.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Completed Mails.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Recategorized Mails.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Chat Duration Report – Category.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Transaction Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Incoming Report – perMonth.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Compensations Claim Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Template Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
SL Answered Mails.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Efficiency – Category.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Forwarded Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Reason Claim Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
multi-level processes. xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Open Mails.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Chat Duration Report – Category – Agent.xlsx – data exportinterface	Data export	Allows data export to be executed in the Supervisor interface
WOReply Mails.xlsx – Data export	Data export	Allows data export to be executed in the Supervisor interface
Contacts Claim Report.xlsx – Data export	Data export	Allows data export to be executed in the Supervisor interface
Agent Report.xlsx – Data export	Data export	Allows data export to be executed in theSupervisor interface
incoming Mails.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Backlog.xlsx – Grouped data exportinterface	Data export	Allows data export to be executed in the Supervisor interface
Rating Report.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Quality Report.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
SL WOReply Mails.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Defective Mails.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Completed Mails.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Recategorized Mails.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Scope Report.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Agent Report – Daily.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Answered Mails.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Processing Time.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Incoming Report – perDay.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Incoming Report – perWeek.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Fully Completed Chats.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
Text Module.xlsx – data export	Data export	Allows data export to be executed in the Supervisor interface
template Report.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Analytics backlog drill down – data export	Data export	Allows data export to be executed in the Supervisor interface
Transaction Code Report.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Chat Duration Report – Category.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Chat Duration Report – Category – Agent.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Analytics drill down – data export	Data export	Allows data export to be executed in the Supervisor interface
text Module.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Answered Mails.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Fully Completed Chats.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
SL Answered Mails.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Multi-Level Processes.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Open Mails.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
WOReply Mails.xlsx – Download- Grouped	Data export	Allows data export to be executed in the Supervisor interface
Incoming Mails.xlsx -Grouped – Download	Data export	Allows data export to be executed in the Supervisor interface
Analytics backlog drill down – data export	Data export	Allows data export to be executed in the Supervisor interface
Unused text Module.xlsx – Grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Unused text Module.xlsx – data exportie re n	Data export	Allows data export to be executed in the Supervisor interface
Incoming Calls.xlsxinterface – Grouped – Export data.	Data export	Allows data export to be executed in the Supervisor interface
Incoming Calls.xlsxinterface – Data export.interface	Data export	Allows data export to be executed in the Supervisor interface
claim processing. xlsx – Download	Data export	Allows data export to be executed in the Supervisor interface
Call Report agent duration – data export	Data export	Allows data export to be executed in the Supervisor interface
Call-view grouping – grouped – data export	Data export	Allows data export to be executed in the Supervisor interface
Call-View – Grouping – data export	Data export	Allows data export to be executed in the Supervisor interface
Analytics Backlog Drilldown – data export	Data export	Allows data export to be executed in the Supervisor interface
Chat ID Rep ort – Grouped – Data Export	Data export	Allows data export to be executed in the Supervisor interface
chat ID Report – data export	Data export	Allows data export to be executed in the Supervisor interface
Call Report – Grouped – Data Export	Data export	Allows data export to be executed in the Supervisor interface
Call – Data export	Data export	Allows data export to be executed in the supervisor interface

Categories

novomind iAGENT assigns a category to each incoming message based on its content and/or its meta information (for example, the incoming account). The categorisation is done automatically via the knowledge base and is individually configurable.
See the Composer manual for more information on configuring the knowledge base,

New processes created by agents are manually categorised by the agent.
Messages opened for processing can generally be re-categorised manually.

The category assignment of an email decides on:

• Which agent groups can process the mail
• Which text modules the system offers
• Which response proposal (template) novomind iAGENT defaults to
• Which termination code is pre-selected
• Which service level specification the mail receives

List view

To access the category overview, click Administration – Categories in the main menu.

The list informs you about:

• Display name
• Internal name
• Tenant
• Prio.
• Max.
• Assigned (Indicates whether the category is assigned to an agent group)
• Chat
• Claim

Click in order to open the filter options of the list. The filter options, at this point, consist of either a search field for a free input of a (sub)term or a drop-down menu.

Searching in search fields starts with the first letter entered and presents a list of all results that match the input. Each additional letter refines the search result.
In the drop-down menus, you can see the available selection options.

Once you have found the desired category/ categories, you can select them by clicking the checkbox at the beginning of the line – multiple selection is possible.

Delete Button

This activates the Delete button. Click on it if you want to delete the selected categories. Confirm the security query to complete the deletion process.
If deleted categories exist, the New button gets a dropdown functionality. Click on the arrow to obtain the option Restore.
Clicking on Restore opens a dialog menu with all deleted categories. Select the category(s) you want to restore – use the search box to get to the desired category faster for longer lists.
Once you have selected a deleted category, the Restore button is active. Click on it and the category will return to the list view of the active categories.

Change Button

As soon as at least one category has been selected in the list, the button “Change” will be activated. A click on it opens a dialogue with the possibility to select a property that shall be changed on all selected categories at once. Depending on the selected property, the needed value fields will be displayed.

New Button

To create a new category, click New and then complete the information in the tabs offered.

General tab

• Display name: The designation of the category. The display name can be edited.
• Internal name: The internal name of the category is assigned when the category is created and is the ID of the category. The internal name is relevant for other work processes – e.g. in the knowledge base – and therefore unchangeable.
• Prio.: (until iAGENT Version 12.26)
  The higher the priority value of a category (possible values are numbers between 1 and 99999), the stronger the respective category is preferred in automatic routing.
• Max.: (until iAGENT Version 12.26)
  The specified value determines how many mails of the respective category are distributed per cycle in automatic routing.
• Chat: Indicates whether requests in this category can be made via the chat channel.
  To receive customer messages via chat, it is necessary that the chat feature is enabled and configured. Please contact your novomind project manager if you are interested in this feature.
  Categories, which are flagged to be chat categories, can only be used for chats! They will be invisible for mails!
  If categories shall be used for either mails and chats, the system parameter workflow.recategorize.exclude.chat.category=false has to be set in the system configuration. Please be aware that the reporting/analytics sometimes is channel specific and thus could have some unexpected results with this setting!
• Claim: Provides information as to whether claims can be created in this category.
  The claim functionality requires enabling. You can obtain more information on this feature from your novomind project manager.
• Description: A description of the category.
• Service level target: The default time in which messages of this category should be processed. If no servicelevel is defined on the category, the global default setting for the servicelevel will be taken instead (see chapter on System settings, tab Service level). The Service level may be defined with a precision of seconds.
• High load warning: Activates a warning message if the following values are exceeded
• Mails: The number of mails…
• per: …in this period (in minutes)…
• for: …over this period (in minutes).

MAIL AGENT SETTINGS

• Transaction code required: Determines whether a termination code must be specified when a mail of this category is completed.
• Clearance required: Determines whether a response mail in this category requires a separate release by a supervisor or an agent with corresponding additional authorisation.
• Spellcheck required: Decides whether a mail of this category can only be sent if it has gone through the spell checker.
• Disallow answer: Excludes responses to mails of this category.
• Disallow close process: Prevents mails of this category from being terminated.

VISIBILITY

• Allow recategorize (out): Allows you to re-categorise a mail from this category to another category.
• Visible in the phone ticket: If the Telephone ticket feature is activated, you can activate this category for telephone tickets.
• Allow recategorize (into):Allows you to re-categorise a mail from another category into this category.
• Visible in new process: The current category is available when creating a new operation.

CHAT SETTINGS

• Chat permission required: Only chats will be routed that have been started through a pre-sent PIN.
• Allow chats only within business hours: Chats will only be distributed when the current time is within the configured business hours. The name of the selected “business hours” entry will be displayed for transparency reasons.

Agent group tab

Categories are processed by agents assigned to a group, which in turn is assigned this category. Each category in the system should therefore be assigned to an agent group, otherwise incoming requests will not be distributed to anyone for processing.

In order to increase transparency about the agents that are allowed to process calls for this category, this tab was introduced with iAGENT version 11.15. This way, when maintaining/creating categories, it is possible to see directly after assigning an agent group which agents are thus assigned for processing.

The list of agents cannot be changed (read-only). Only the selection of the agent group can be made and saved here. To change the assigned agents, the group itself must be edited.

Routing tab

GENERAL

• Auto route mails: Automatically distributes mails of the category to suitable agents.
• Allow privileged routing: Mails belonging to the same operation or received from the same contact are preferably delivered by the system to the agent who last processed mails of the operation/contact.
• Bundling by contact: All open messages of the same contact will be forwarded to the same agent at once, as long as they are associated to this category.
• Bundling by process ID: All open messages of the same process will be forwarded to the same agent at once, as long as they are associated to this category.
• Auto answer mails: The system responds to mails of this category only when received directly automatically with the specified template and closes them.
  Alternatively to the automatic replies there is the possibility to configure a serial reply for the category. This will also be used if an existing mail is recategorized into this category (cf. section Templates).
  Automatic replying, like all automatic workflow operations, does not work on reactivated tickets or new tasks! If you want to activate the workflows on reactivated tickets or new tasks as well, you have to set system parameters accordingly:
  

  workflow.autoProcessing.newProcesses = true

  workflow.autoProcessing.recreatedProcesses = true

  It is important to know here that even after setting the parameters, the automatic workflows will only take effect after the first recategorization of the new task or the reactivated ticket and the agent must not have this ticket in the inbox anymore!
• Auto forward mails: Forwards mails of the category automatically to the adjacent address. The mails remain open until they have been responded to/ terminated by the external case worker.
• Default template on external forward/inquiry: Configuration of templates for automatic external forward and external inquiry or for preassignment in case of manual external forward/inquiry. The template for external forward will also be used if an agent recategorizes a ticket into this category.
• Auto close mails: mails of this category are automatically terminated by the system. This does not apply to new operations and restored messages.

CHAT ROUTING

• Chatbot: Dropdown menu to choose a chatbot for this category. If the category is assigned to a tenant, only chatbots that have the same tenant as the category or have tenant “All” can be selected. If the category is not assigned to a tenant, all chatbots can be selected.

ESCALATION AND NOTIFICATION

• Automatically recategorize: If a message is not closed for longer than the specified period, the system re-categorises the message. In this way, bottlenecks in this category can be resolved in case of an increased message volume – mails are then processed by agents that are not assigned to this category.
  Automatic recategorization, like all automatic workflow operations, does not work on reactivated tickets or new tasks! If you want to activate the workflows on reactivated tickets or new tasks as well, you have to set system parameters accordingly:
  

  workflow.autoProcessing.newProcesses = true

  workflow.autoProcessing.recreatedProcesses = true

  It is important to know here that even after setting the parameters, the automatic workflows will only take effect after the first recategorization of the new task or the reactivated ticket and the agent must not have this ticket in the inbox anymore!
• Timeout: The time period beyond which the automatic re-categorisation takes place.
• Category: The target category for automatic re-categorisation.
• Timeframe references:
• Timeframe of message arrival: The time period for the timeout starts at the time of ticket input.
• Timeframe of residence within the category: The time period for the timeout begins when the ticket enters the category.
• Send automatic intermediate reply: The system sends an automatic interim notification to the sender of the original message if the message has not yet been completed by a certain point in time.
• Timeout: The period after which the system sends the automatic interim notification to the sender (oriented on the date of the mail receival).
• Template: The template that the system should use for the automatic interim notification.

FINAL ACTION

• Perform final action: The checkbox activates/deactivates final actions for the respective category. In a final action, a mail is forwarded to the address defined under recipient after it has been terminated. These “notification mails” are neither archived nor identified in the process.
• Title: The name of the final action.
• Default: Activates/de-activates the global default.
• Recipient: The email address of the recipient.

Individual settings tab

The tab Individual settings is initially not assigned. You can configure numerous individual properties for the category by input of specific keys.

To do this, click the New button. In the dialog box that appears, enter the required key and the corresponding value. Click on OK and then on the Save button.

Click on the column Value of an existing key in order to edit it. You will delete a particular key by selecting the corresponding checkbox of the key. This activates the Delete button. Click on it and the key will be removed from the list.

For more information on the available keys and settings, please contact your novomind project leader.

Locations

Locations allow you to group users who are in the same location or in the same department.
You can have locations taken into account by routing and assign individual time zones to individual locations.

List view

In the list view of locations, under Administration – Master data – Locations, you can see all locations listed in the system with optional information on the UID, on the time zone and an optional short description.

If you are searching for certain entries from the list, use the filter button. In the columns Name, UID, Description and Timezone, you can search for specific entries. Searching starts with the first letter entered and presents a list of all results that match the input. Each additional letter refines the search result.

To set up a new location, click on New button. Enter the data of the location in the mask that now opens.

To remove a location from the list, select it by clicking the corresponding checkbox. This activates the Delete button. Click on it and the location will be removed.
If deleted locations exist, the New button gets a dropdown functionality.

Click on the arrow to obtain the option Restore.
Clicking on Restore opens a dialog menu with all deleted locations. Select the location(s) that you want to restore – use the search field to get to the desired location faster for longer lists.
Once you have selected a deleted location, the Restore button is activated. Click on it and the location will return to the list view of the active locations.

General tab

Name: Enter the name of the location here.

UID: If you want to use location-based routing, it is necessary that you enter the same value here that is used in the knowledge base for the variable Location.

Description: Here you can enter further information about the location.

Timezone: The drop-down menu contains a list of worldwide time zones. Select the appropriate time zone or the value None.

Individual settings tab

The tab Individual settings is initially not assigned. You can configure numerous individual properties for the location by input of specific keys.

To do this, click the New button. In the dialog box that appears, enter the required key and the corresponding value. Click on OK and then on the Save button.

Click on the column Value of an existing key in order to edit it. You will delete a particular key by selecting the corresponding checkbox of the key. This activates the Delete button. Click on it and the key will be removed from the list.

For more information on the available keys and settings, please contact your novomind project manager.

Business Hours

The business hours define when messages are processed in iAGENT. The service level pauses in the time periods outside business hours. In this way, the service level of a message cannot exceed the service level specification outside business hours.

Business hours also affect automatic recategorization on timeout.

General tab

To create new business hours, select in the main menu Administration – Master data the item Business Hours. In the opening overview of the available business hours, click on the button New:

Specify a name for the new business hours. The time zone cannot be edited. The system copies the time zone in which the supervisor who set up the business hours is located. If you have no business hours at all on certain days (e.g. Sundays and public holidays), you can select a self-defined configuration of such exception days under Holidays.
In the chapter Holidays, you can learn more about the configuration of holidays.

To determine further properties of the new business hours, first save the settings made in the tab General by clicking on the button Save.

Time slots tab

In the tab Time slots, you will find an overview of the available time windows. You can edit them with the help of the button. Click on it and the fields with the times and the checkboxes for the individual weekdays become editable. When you have completed your changes, click on Save. The new values are now saved.

For a new time slot, click on the New button. In the following dialog menu, you define the times for the start and end of the new time window and the weekdays on which the specified time window is to apply:

If you want to delete an existing time window, select it in the list of available time windows. To do this, click on the checkbox at the beginning of the corresponding line, which activates the Delete button. Click on it and the selected time window is deleted.
The time window is deleted without any additional security query. There is no possibility of restoring a deleted time window.

You can select single, multiple or all time windows at once.

Select all entries by clicking on the checkbox in the header of the time window list.

Categories tab

If you assign a business time to a category, the service level of a message of this category only grows within the active time windows of this business time. The filters and the search field help you to find a specific category faster.

• All: All existing categories are displayed in the category list.
• Assigned entries: The category list contains the categories to which the business hours are assigned.
• Unassigned entries: All categories to which the business hours are not assigned appear in the category list.

You can use the tenant filter to display the categories that are assigned to all tenants, one or more tenants at the same time. If you select Unassigned, the category list contains the categories that are not assigned to a tenant.

The search field makes it particularly easy for you to find a specific category. Searching starts with the first letter entered and presents a list of all categories that match the input. Each additional letter refines the search result.

Select the desired category/ categories for the assignment by clicking the corresponding checkbox and then click the Save button to assign the category/ categories to the selected business hours.

Holidays

The valid business hours are suspended on defined holidays.
To set up a new holiday calendar, open the item Master data – Holidays and then click on the button New.

Enter a name for your configuration under Own calendars (this entry is required). Template gives you access to existing templates: novomind iAGENT already provides you with a large selection of templates with local and international holiday calendars. Use such a template as specified or add your own holidays.

With New Custom Holiday you have the possibility to define an individual time period as a new holiday. In the window that opens, the start of the period is specified in the left calendar and the end of the period in the right one. Under Description you can enter a name for this holiday. After confirming with OK, the date will appear in the list of holidays.
To save your individual configuration, click on the Save button. In addition, the Delete button is activated, with which the entire calendar can be deleted again. The button Remove Custom Holiday will be activated if self-created holidays are marked via checkbox. Individual holidays from an existing template cannot be deleted.

Your saved holiday calendar now appears in the list view under Master data – Holidays.

Edit an existing holiday calendar by clicking on it in the list of all available calendars. You can now use a different template or add individual holidays as described above.

If you want to remove a calendar from the list, select it by clicking the corresponding checkbox and then click on Delete.