novomind iAGENT is multi-tenant capable, so that you can integrate any number of tenants on a central server system with a comprehensive roles and rights concept.
In the main menu under Administration –> System –> Tenants all tenants created in the system are listed with names and an optional short description.
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List view
By clicking the column titles Name or Description sort the corresponding column in alphabetical order. A second click on the column header sorts the column in reverse order.
Click on the Filter button to activate the search fields of the columns. Type a search term in one of the fields if you want to quickly find a specific entry from an extensive list. 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.
Click on an entry from the list to edit its configuration.
If you want to delete one or more tenants, select their checkbox(es). Then click on the Delete Button.
Create a new tenant by clicking on New Button. Edit its properties as described in the following chapters.
Multitenancy: Incoming accounts separated by tenants
As of iAGENT Version >= 11.32, the supervisor will only see the incoming accounts that either have no tenant assignment or that belong to a tenant of the logged on supervisor. Supervisors who are not assigned to a tenant themselves can also only view / edit incoming accounts without tenant assignment. When creating incoming accounts, only the “own” tenants are offered for selection.
Special exception: If no system group has been assigned to a tenant yet, then all supervisors are offered to use this tenant on creating incoming accounts.
All supervisors can see these accounts in the list of accounts until a system group is assigned to the new tenant.
General tab
In the General tab, you can edit the name and the Description of the tenants. You accept your changes by clicking on the button Save. To delete the tenant, click on the Delete button and confirm the subsequent security query.
Settings tab
- Use CC addresses:
Specifies whether the system automatically copies the CC addresses of the original mail as CC addresses for this tenant into the reply mail.
The setting on the tenant overwrites the global setting of this parameter (see chapter Workflow tab). - Allow changes to CC addresses:
Determines whether the CC addresses may be edited in response mails of this tenant.
The setting on the tenant overwrites the global setting of this parameter (see chapter Agent tab). - Use BCC addresses:
Specifies whether the system automatically copies the BCC addresses of the original mail as CC addresses for this tenant into the reply mail.
The setting on the tenant overwrites the global setting of this parameter (see chapter Workflow tab). - Allow changes to BCC addresses:
Determines whether the BCC addresses may be edited in response mails of this tenant.
The setting on the tenant overwrites the global setting of this parameter (see chapter Agent tab). - Copy TO recipients:
Determines whether multiple addressees in the “To” field of the incoming mail are automatically transferred to the CC field of the response.
The setting on the tenant overwrites the global setting of this parameter (see chapter Workflow tab). - Default time interval for postponing [hours]:
Preselects the due date of the postponing operation automatically for the agent. The date and time is calculated by adding the specified amount of hours to the current time and rounding to the full hour.
The setting on the tenant overwrites the global setting of this parameter (see chapter Workflow tab). - Default time interval for forwarding [hours]:
Preselects the time limit for the forwarding operation automatically for the agent. The date and time is calculated by adding the specified amount of hours to the current time and rounding to the full hour.
The setting on the tenant overwrites the global setting of this parameter (see chapter Workflow tab). - Spellcheck – Add:
Determines whether agents can add words to dictionaries during spell checking. If activated, new words are added directly to the active dictionary. If clearance is required, words added by the system during spell checking are collected in a separate dictionary that requires clearance by the supervisor. If this function is disabled, words are generally not included in a dictionary during the spell check of mails or text modules.
The setting on the tenant overwrites the global setting of this parameter (see chapter Agent tab). - Default Service level:
Sets a general service level for all categories of the tenant. This setting is overwritten by a category-specific setting. - Service level forwarning [Percent] (from version 13.7): The threshold at which the service level indicator turns yellow.
- Priority / Maximum: (until iAGENT Version 12.26)
Defines a general value for priority of all categories of the tenant and the maximum number of messages that the system distributes to agents per category during a routing cycle. Both values can also be set individually on a category itself. The individually set value of a category overwrites the value set on the tenant. - Ignore capacity for resubmits (as of version 13.5) : Here you can configure whether an agent’s capacity should be ignored when prioritising the routing of their own resubmits . If ‘No’ is selected here, emails added to the routing queue as resubmissions will not be delivered to the agent if their mailbox is full.
- Send read statuses for messengers (as of version 12.16):
Activates/Deactivates sending of read statuses for messengers. Customer messages within a chat are marked as read if either a) the messages are received while the agent has selected the chat and it is in chat mode, b) the messages are received while the agent was working on another chat and switches to this chat, c) the messages are received while the agent was in mail mode and the agent switches back to chat mode on this chat or d) a new message has been sent by the agent or bot.
The setting can also be made globally and in the settings for the Messenger incoming accounts. Settings at the incoming accounts would would override the tenant settings and tenant settings would override global settings. - HOME URL:
The URL for the tenant’s home area in the novomind iAGENT Desk. The home area is an additional feature that requires separate enabling.
Please contact your novomind project manager if you are interested. - Home info text:
The info text for the home area of the tenant. - Channel:
By activating the checkboxes provided, you define which channels can be used for the tenant. - Video call background:
Sets a tenant-specific background image which is displayed behind the agent in the video chat. The background image can then be activated by clicking on a button below the video preview.
The setting on the tenant overwrites the global setting of this parameter (see chapter Agent tab).
Account Settings tab
- Please-do-not-reply-address:
The email address used as the sender address for responses to which the customer should not reply. - IMAP hostname:
The name of the IMAP server. - POP3 hostname:
The name of the POP3 server.
Individual Settings tab
The Individual settings tab is empty initially. You can configure numerous individual properties for the tenant by entering 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 save your changes with the Save button above of the main tenants screen.
You may delete a particular key by selecting the corresponding checkbox of the key and clicking the Delete button.
For more information on the available keys and settings, please contact your novomind project manager.
SMTP Configuration
The SMTP configuration can be defined at tenant level. This means that an individual SMTP configuration can be created for every tenant.
These settings at tenant level are the fallback for the SMTP settings of the inbound mail accounts. Which SMTP settings is used as a fallback at tenant level for which incoming account is defined via the tenant allocation in the configuration of the inbound accounts.
If no (valid) SMTP setting is available either in an incoming account or at tenant level, the global setting will be used.
The following PROPERTIES are supported:
- smtp.host
- smtp.user
- smtp.password
- smtp.port
- smtp.useSSL [true|false]
- smtp.useStartTLS [true|false]
- smtp.isStartTLSRequired [true|false]
- smtp.connectionTimeout (in ms)
- smtp.ioTimeout (in ms)
Next, the entered settings are copied by means of “Save changes“. Entered settings can be deleted again by clicking the icon on the right, next to the input fields.
The incoming account’s SMTP host configuration uses the tenant SMTP host configuration as a fall-back. Only after that will the global SMTP host configuration be used.
Tenant specific error messages
The Error email address can be defined for each tenant individually from the default setting (see Configuration –> Address Settings).
When the inbound mail account is assigned to a tenant, then the tenant’s setting is considered first. The address is also regarded within the template in a tenant-specific manner (template tags <ERROR_ADDRESS>).
This tenant specific address can be created in the Configuration menu – Edit tenants on the Individual Settings tab.
After selecting the desired tenant and clicking on the New button, the input fields appear in which the PROPERTY (the name of the parameter) and the VALUE (the desired mail) are entered.
The following parameters must be entered for the addresses:
- Error email address -> errorAddress
The entry then has to be applied by clicking Save settings or by pressing ENTER. Pre-selected entries can be deleted through the corresponding Delete Button.
Tenant specific service level warning
The Service level report email address can be set differently to the standard setting (see Administration –>System –>System Settings and then Service Level –>Reports) for each tenant. This means individual target addresses for the Service-Level-Warn-Mail can be defined individually for each tenant. Only tickets from the respective tenant categories will then be taken into consideration in these mails.
The setting can be adjusted via the parameter “serviceLevel.warning.address”. Its value is set to the desired recipient address.
The addresses entered in the tenants’s individual settings will be taken into consideration first. Only if no addresses are set here, the addresses under “Administration->System->System Settings” and then “Service Level->Reports” will be taken into consideration.
Addresses set in a tenants’s “Individual Settings” will be considered first. Only in case no address has been specified there will the addresses under “Administration->System->System Settings” and then “Service Level->Reports” will be considered.
Tenant specific templates for new processes
You can define tenant-specific templates for new processes. For this purpose, create the property “newProcess.quickCase.template“ with the value “Template-Name.txt“.
The system does not validate whether “Template-Name.txt“ actually exists or not.
Create the template if it does not exist yet.