When creating users in Connect, each user has to be placed in a user group. For instance, one user group could consist of agents mostly taking care of the sales queue(s), while another user group consists of agents in the support department. Agents can be places in the same user group based on e.g.
- Queues they answer (skills)
When defining your User Groups for agents, remember that the profiles agents log on with are defined on a user group level (but you can also have personal profiles), that settings are easiest to handle on a user group level, and that user group is used in "Statistics reports" and in "Ticker".
If you want to give your administrators (supervisors) different access rights, you can do this with only one administrator group, or you can have several user groups for administrators/supervisors, and/or you can use "Resource filters".
If you don’t want all your administrators in the same user group, do not put the administrator for a specific user group (e.g. Customer service) in the user group where his/her agents are. If you do so, this user group must be given the rights the administrator needs, and all these “admin rights” must then be removed from each existing and new agent user in this user group! Instead, create a separate user group for the admin(s) for this user group, e.g. called Customer service Admins.
When you open the User Groups page, you will see a list the current user groups in your solution.
Add a User Group:
To add a new user group, click on Add User Group. A new window will appear, asking you to name the new user group. Once you have created a new user group, you can add group profiles to it and create new users in the user group.
When you create a new user group, this new user group is only given “agent access rights”. If users in this user group logs on to Connect Control, they will only have access to the Home Page tab. (This is to avoid situations where a (new) agent user group by accident is given admin rights in Control).
If you need to create a new user group for administrators or supervisors, please contact Intelecom support so that we can assist you in giving the new user group correct access rights.
Each user group should have at least one group profile. All user group profiles are as default available for all users within the user group, but you can, for each user, uncheck user group profiles that should not be available for the user.
To see the defined group profiles for a user group or to add new or edit a profile, click on the user group name.
Click "See all users in this user group" to see a list of all the agents that are in this user group.
To create a profile:
- Click "Add Profile" and type a desired name for the profile.
- To add skills, click on the + sign to add skills. Choose the skills you want the profile to include. Also remember to include the relevant media type, e.g. phone, chat, email etc.
- For each skill, a score must be given. 9 is the highest score and 1 is the lowest. The score 0 is also a possible, and this makes an agent a part of the queue(s), but he will not be assigned requests automatically. Score 0 is used when agents should pick requests from the queue. (“Pick from queue” property under Users – Products – Queue must be turned on to be able to pick requests from queue)
- After creating or editing a profile, click on Save changes. If you want the profile to go back to its original setting, click Undo changes
When creating a new group profile you have to tick Apply to all (the default value is apply to none) in order for all users in the user group to have this profile available. If this isn't done when creating the profile, you may do this at a later stage.
If you change the content of an existing group profile (add or remove a skill), this will have effect immediately on agents now using this profile. You should notify your agents when a profile’s content is changed.
The group profiles must be numbered from 1 and upwards, with no gaps (e.g. 1, 2, 3 and 4). All agents in a user group that have group profiles, will have the same number for the same group profile. You can manually change the order of group profiles. Example: If you want today’s profile number 3 (Sales and support) to be number 1, you change its number to 1, and you must also change today’s 1 and 2 to be number 2 and 3 before you click Save Changes.
If you change group profile numbers, the profile numbers for the agents are updated automatically!
Agents that do not have access to all group profiles, will therefore have gaps in their profile numbers. If agents have personal profiles, they are automatically given numbers starting with the first available number after the highest group profile number.