Other system settings

Apps

With the novomind iAGENT apps, you can customise the functional scope of your system and adapt novomind iAGENT for your workflows. You can install the apps from the ever-growing App Store or develop your own features.

 Our customers benefit from the ideas of the novomind iAGENT customer network by developing their own apps and publishing them in the App Store. Please understand that the documentation may be incomplete with regard to externally developed apps.

Installed Apps tab

Navigate to the main menu on the System – Apps. In the tab >Installed Apps , you will find a list of apps that are additionally installed on your system.

If an update is available for an app, you will see a button that can be used to update the corresponding app directly (since version 12.13).

To uninstall an app, select the corresponding checkbox. This activates the button Deinstall. Click on it and the selected app will be removed from your system.

App Store tab

If you want to install additional apps, you can find them in the tab App Store.

To install your own app, first upload it using the Upload button. The app is automatically installed and activated after uploading.

OAuth2 Applications

The OAuth2 protocol (version 2.0) provides other applications with secure authentication, e.g. for accessing internal system data.

List

In the list view, you can see all applications entered.

Columns:

  • Name:
    The name of the OAuth2-Application entry (free name)
  • Client-ID:
    The Client-ID is needed to request a token from an external application through OAuth2
  • Redirect-URLs:
    The redirect URLs of this entry

To enter a new application, click on the [NEW] button. If you want to edit one of the list entries, click on the respective entry.

Edit dialogue

  • Name:
    The name of the OAuth2-Application entry (free name)
  • Description:
    A free description for the supervisors to be able to see, for which external application this entry is for
  • Client-ID:
    The free text “Client-ID” is needed to request a token from an external application through OAuth2.
  • Secret:
    The secret is an equivalent to a password for this OAuth2 Application entry and has to be used to authenticate an application on the iAGENT System in combination with the Client-ID above.
  • Show Secret:
    If you have to look for the current secret, you may make the secret visible by pressing this button.
  • New Secret:
    It is possible to create a new, random Client Secret by pressing the “New secret” button. If you want to
  • Redirect-URLs:
    After the external application authorized on the iAGENT system through Client-ID and Secret, the user will be redirected to the given URLs with the generated token in the URL. After that, the external application is able to use an iAGENT user (with the flag “Agent”) and the token to use the iAGENT REST API in the context of the user (for more information about the REST API see https://apps.novomind.com/developer/iagent/rest/overview.html). You may add more than one Redirect-URLs, just in case the system is call either by http or by https.

The changes have to be saved through the Save button afterwards.

Work break reasons

Work break reasons reasons can be configured, which will appear in the iAGENT Desk application on the begin of any break, as soon as at least one work break reason is configured and activated. These work break reasons are configurable for any tenant.

On the work break reason itself is a parameter called “work time break” which defines whether the break is a payed one or not. Examples for unpayed breaks are lunch breaks – payed breaks could be a meeting.

In the case that a call comes in while the employee is just chosing a work break reason on the break dialogue, the dialogue disappears because the selection of the work break reason counts as work time and is not already part of the break.

The used work break reasons can be reported through the report wizard’s new view “BREAK_HISTORY”.

Main Categories

Main Categories are useful to structurize your global inbox in the novomind iAGENT Supervisor application or for easier reporting of tickets to specific category groups.

Each main category can only be associated to one system group.

Because of this, main categories associations will be derived up in the group hierarchy so that the supervisor above the current system group can also see this main category in the report selection or the global inbox.

When a category is assigned to a main category, but the supervisor user is not associated to the systemgroup the main category is assigned to, the category will appear as unassigned category in the global inbox.

List

The list shows the following columns. A filter for each column can be activated through the filter button on the right-hand side:

  • Display name
    The name of the main category
  • System group
    The associated system group
  • Assigned categories
    The categories that are assigned to this main group. If there are more than

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.

Through the preceding checkboxes, multiple entries may be selected to be processed altogether. Buttons appear disabled when their functionality is not implemented / does not make sense for multiple selected entries.
The checkbox in the header selects all displayed entries at once.

A click on an entry opens the edit dialogue.

Main category

General tab

On the general tab, the following information can be seen/edit:

  • Display name
    The name of the main category
  • System group
    The associated system group
  • Group members
    The supervisors that are associated to the selected system group. This list shall only increase the transparency and thus is not editable! Changes in the user associations must be made on the group itself!

Categories tab

On this tab, the categories can be associated to this main category.

The list entries may be pre-filtered through the filter drop-down list:

  • All:
    All categories, independent from the current assignment to this main category
  • Unassigned entries:
    Only the categories that are currently not assigned to the main category are shown
  • Assigned entries:
    Only the categories that are currently assigned to the main category are shown

Beside of that, a free text search is offered. The search is a blurred search, means that the search finds all categories that contain the entered search phrase somewhere in the name.

After changing the association through the checkboxes, the changes have to be saved through the Save button at the top of the dialogue.

Control Panel

This function has not yet been adapted for the new user interface for the Supervisor. Instead, the mask of the old user interface is included.

On the control panel dialogue, objects (categories, incoming accounts, agents, etc.) can be assigned, created, changed or deleted.

Needed privileges

There are privileges available in the Group rights administration menu for the configuration of the control panel “Control Panel – Display” and “Control Panel – Administration” (Rights menu “Configuration”).

“Control Panel – Display” needs to be activated before the menu item “Control Panel” is visible in the “Configuration” menu.

Structure of the control panel

After accessing the menu item, supervisors can see all objects in the Control Panel that they (subject to their hierarchy level and user rights) are allowed to view. Since administrators are at the top of the hierarchy, they are able to see all objects. If supervisors/administrators have administrative rights for the respective objects, they can access the configuration forms of an individual object directly via the Control Panel and make changes.

The right “Control Panel – Administration” makes it possible to assign objects directly in the Control Panel via “drag and drop”. Changes made via “drag and drop” and deleted assignments are saved automatically (message “Changes saved” in the respective tab). The following actions are available in the administration mode:

  • Copying objects:
    When copying objects, the existing allocation of objects is extended by additional allocations. Several objects can be selected by holding down the “Ctrl” key. In order to copy the selected objects, the “Ctrl” key must be held down throughout the “drag and drop” process. Copying does not work for incoming accounts and categories, as these can only be assigned to a single tenant (incoming accounts) and/or a single group (category). When copying, a little tool tip showing the objects to be copied, appears.
  • Moving objects:
    Moving objects replaces the existing assignment of objects with a new one.
    By holding down the “Ctrl” key, several objects can be selected and moved at the same time. They are moved using a “drag and drop” process (without the “Ctrl” key) and is symbolized by the a little tool tip that contains the names of all objects to be moved.
  • Deleting assignments:
    This action only deletes the assignment of objects, not the objects themselves. To delete, the relevant objects are selected (it is possible to make multiple selections by holding down the “Ctrl” key) and then the “Delete” button is clicked on in the menu bar (the button “Delete” appears only after at least one object has been selected).

The Control Panel has three views:

  • System View,
  • Agent View
  • and Category View.

A tenant filter is available, too. Tenant filter settings are saved individually for each user.

In general, objects have the following characteristics in the views:

  • Graphical objects:
    Objects with an assignment that can be modified in the control panel are graphically displayed. Graphics are explained in the individual views.
  • Quantity graphics:
    For a better overview, a quantity graphic is used for representation when there are over 25 objects in an assignment. Clicking on the graphic itself or the three dots next to the graphic will expand it.
  • Tooltips:
    All symbols come with a tooltip
  • Deep linking:
    If the user has the necessary rights, clicking on an object gains them access to the edit mode of the respective object type. For graphical objects, double-clicking will access the relevant edit mode; the edit modes of all other objects are accessed with a single click.
  • Sorting:
    Objects can be sorted (within their assignment) by clicking on the column header
  • Totals:
    The total number of objects is shown for areas with several objects

The upper sections of the views show the existing assignments. The lower section shows all currently unassigned objects. The following rules apply to this area in all three views:

  • The section consists of the sub-sections “All” and “Unassigned”. “All” is an overview of all objects that a user (subject to hierarchy level and user rights) is entitled to view. “Unassigned” is a subgroup of “All” and contains all unassigned objects.
  • Objects in the sub-section “All” can only be copied and objects in the “Unassigned” sub-section can only be moved.
  • Assigning objects to area with a quantity graphic is not possible. In these cases, the quantity graphic must first be expanded.

Only the graphics and functions described above are used in this section.

Upon accessing the Control Panel, the “Menu” button appears in the main button bar. Clicking on this button hides the left-hand menu to get more space for viewing the configuration.
When the menu is hidden, the button “Menu” is marked orange.

System View tab

After clicking on the funnel symbol, a pull-down menu to select the tenant appears. Clicking on “All” makes the funnel symbol re-appear and closes the pull-down menu.

The following assignments can be carried out in the system view:

  • Incoming account to tenant (by moving only)
  • Supervisor to system group (by copying and moving)
  • Visible category to system group (by copying and moving)

The system view contains the following columns:

  • Tenant:
    Shows the tenants assigned to the groups of which the logged in supervisor/administrator is a member.
  • Incoming account:
    Shows the incoming accounts assigned to the tenant. Symbols: (active account, deactivated account, quantity graphic).
  • System group:
    Groups to which the logged in supervisor/administrator is assigned. A possible hierarchical structure of the groups is not shown here.
  • Supervisor:
    Shows supervisors assigned to the respective system group. Symbols: (logged in SV, not logged in SV, quantity graphic).
  • Visible categories:
    Shows categories assigned to the respective system group as “Visible categories”. Symbols: (visible category, quantity graphic) or “All” for all categories.

The following actions are possible in the lower section of the system view:

  • Copying supervisors or agents from the “All” area to a system group. The object section of the system view also shows agents because they can become supervisors/administrators if they are assigned to a system group. A quantity graphic cannot be selected here in order to prevent the simultaneous assignment of all agents and supervisors to a system group.
  • Moving supervisors and agents from the section “Unassigned” to a system group. The same rules as for copying supervisors and agents apply.
  • Copying visible categories from the section “All” in a system group. Copying a quantity graphic is possible in this case. Prerequisites: The respective tenant must be assigned to at least one system group, and no visible categories must be assigned to the system group.
  • Moving visible categories from the section “Unassigned” to a system group. It is irrelevant whether categories have been assigned to the system group. Moving a quantity graphic is possible in this case. Prerequisites: The respective tenant must be assigned to at least one system group, and no visible categories need to be assigned to the system group.

Agent View tab

The agent view shows all agent-specific dependencies.

The following assignments can be carried out in the agent view: Agents to groups (copying and moving) Categories to groups (moving only).
 The agent view contains the following columns:

  • Tenant:
    View the tenants assigned to the system groups of the logged in supervisors/administrators.
  • Group:
    Agent groups that the logged in supervisor/administrator is allowed to view
  • Agent:
    Agents assigned to the agent groups Symbols: (logged in agent, logged out agent, quantity graphic)
  • Category:
    Categories that are processed by the agent group. Symbols: (category, quantity graphic) or “All” for all categories

The following actions are possible in the lower section of the agent view:

  • Copying of agents from the section “All” in an agent group. In order to copy a quantity graphic, there has to be at least one agent group to which no agents have been assigned.
  • Moving agents from the area “Unassigned: to an agent group
  • Copying categories from the section “All” to an agent group. Since one category can only be assigned to exactly one group, only unassigned categories can be copied.
  • Moving categories from the section “Unassigned” to an agent group. It is irrelevant whether categories have been assigned to the agent group. Moving a quantity graphic is possible in this case. Prerequisites: The respective agent group must not be assigned any categories.

The load of the Agent groups is displayed with a yellow bar in the Agent view. This is designed to provide the supervisor with an additional control instrument to be able to detect current group loads quickly and take appropriate countermeasures.

The extent of the load – and consequently the size of the bar – is determined by the number of open mails in the respective Agent group. The group with the highest number of open mails is considered as working to 100% capacity and has a completely filled-in yellow bar as a result. The bars of the other groups display the relative load compared to the 100%.

If the mouse is moved to a bar, the corresponding number values are displayed as tooltip.

The values are to be interpreted as follows:

  • First number: Count of open mails in the corresponding group
  • Second number: Count of mails that are in the group with the most open mails
  • Third number: Percentage from the first against the second number. Count of open mails against count of open mails in the group with the most open mails (rounded).

In addition, the tooltip provides information about the significance of the column when you move the mouse to the column header.

Category View tab

The category view contains all category-related assignments.

The following assignments can be carried out in the category view:

  • Text module groups to categories (by copying and moving)
  • Templates to categories (by copying and moving)
  • Addresses to categories (by copying and moving)
  • Transaction codes to categories (by copying and moving)

The category view is divided into the following columns:

  • Category:
    Shows categories that are assigned to the logged in supervisor/administrator as “Visible categories”.
  • Text module groups:
    Shows only the text module groups of the 1st hierarchy level because only these can be assigned a category. Symbols: (visible text module groups, invisible text module groups, quantity graphic)
  • Template – edit:
    Accesses template editing for this category Symbol: (edit template)
  • Template – Category assignment :
    Shows templates that agents who are allowed to process this category have as alternatives Symbols: (template, quantity graphic)
  • Address book:
    Shows addresses available for this category Symbols: (Address, quantity graphic )
  • Transaction code:
    Shows transaction codes available in this category Symbols: (Transaction code, quantity graphic)

The following actions are possible in the lower section of the category view:

  • Copying text module groups from the section “All” in a category. A quantity graphic can only be copied into a category where no text module groups have been assigned.
  • Moving text module groups from the section “Unassigned” to an agent group.
  • Copying templates from the section “All” into a category. A quantity graphic can only be copied into a category where no templates have been assigned.
  • Moving templates from the section “Unassigned” into a category. A quantity graphic can only be copied into a category where no other templates have been assigned.
  • Copying addresses from the section “All” into an address book. A quantity graphic can only be copied into a category where no addresses have been assigned.
  • Moving addresses into a category from the “Unassigned” section. A quantity graphic can only be copied into a category where no addresses have been assigned.
  • Copying transaction codes from the section “Unassigned” into a category. A quantity graphic can only be copied into a category where no addresses have been assigned.
  • Moving transaction codes from the section “Unassigned” into a category. A quantity graphic can only be copied into a category where no other transaction codes have been assigned.

Editing objects via deep linking: After accessing the edit mode of an object, the button “Back” appears in the menu bar. To switch back to the Control Panel view, always use the “Back” button.

After switching back to the control panel, changes made in the edit mode will only become visible after refreshing the view (click the Refresh button in the menu bar).

Notifications

Notification sounds can be configured either for the entire system or by individual agents via the ‘Settings’ dialogue in the iAGENT Desk. The volume of these sounds can also be configured in the same way for each channel. In order to use this setting and upload new sounds, a specific user right is required.

Allowed formats are .wav and .mp3, with a file size of less than 500 KB.

  • Upload: click on this button to load the files. 
  • Download: this button is activated when one or more sounds are selected. Clicking on it will download the selected sound files.
  • Delete: this button activated when one or more sounds uploaded by the user are selected. Clicking on it will remove the selected sound files from the system.