Managing Users

Create, activate and inactivate users, add users to groups, and modify user settings.

Note: The availability of settings depends on the user’s account type or rights settings.

Table of Contents

• Creating New Users
• To Create a New User
• User Accounts — Settings Overview
• Inactivating Users
• To Activate or Inactivate a User
• Custom Agent Fields
• To Create a Custom Agent Field
• Auto Project Login
• To Enable or Disable Auto Project Login
• Auto Assign Agents to Projects
• Exporting User List
• To Export User List
• Callback Redistribution
• To Enable or Disable Callback Redistribution

Creating New Users

As an admin user, you can create admin and agent user accounts. Admin user accounts are designed for roles such as a Supervisor or QM manager, while agent user accounts are designed for roles such as a Call Center Representative.

Warning: Once you set a username and user type (admin or agent), you cannot change it.

Note: One user cannot access both Admin and Agent workspaces with the same username, two separate accounts must be created.

To Create a New User

1. From the productname.label menu, select users_menu.menu.label > users.menu.label, then press newUserWizard.win.title.
2. Enter a name, username, and password for the user you wish to create. Select which group the user belongs to.
3. Press next.button.label.
4. Select the project the user needs access to and set a skill level, or you can set these later.
5. Press wizard.finish_button.label.

User Accounts — Settings Overview

Inactivating Users

When you no longer need one or more user accounts, you can inactivate them.

Note: In order to preserve statistics data, users cannot be permanently deleted.

To Activate or Inactivate a User

1. From the productname.label menu, select users_menu.menu.label > users.menu.label, then select a user from the user list.
2. In the extended_settings.caption.label pane, select active or disposition.inactive.label from the mode.label drop-down list.
3. Press field_change.button.label.

Custom Agent Fields

You can create custom fields in the properties panel that are not available by default.

Note: The agent.custom.<fieldname> function is only available for clients with a VCC Live Premium subscription.

To Create a Custom Agent Field

1. From the productname.label menu, select users_menu.menu.label > users.menu.label, then select a user from the user list.
2. A new custom_data.caption.label pane is located below the default_setting.caption.label pane. Any number of custom text or password fields can be added. For example, if you wish to create an agent_id field, then you need to use the {agent.custom.agent_id} reference.

Auto Project Login

The automatic_project_login.label feature enables agents to log in automatically into projects, without interacting with the project selector screen. When the agent logs in, the system logs them in to the top priority project you chose. The number of callable phone numbers are analyzed before each login. If there are no phone numbers to call in a project, the system will automatically log users in to the next project in the priority queue.

To Enable or Disable Auto Project Login

1. From the productname.label menu, select users_menu.menu.label > users.menu.label.
2. Select a user.
3. On the properties pane on the right, find the automatic_project_login.label function, then mark or unmark the checkbox to enable or disable the function.
4. Drag and drop projects to change the order of priority.
5. Press field_change.button.label.

Auto Assign Agents to Projects

See Assigning Agents to a Project.

Exporting User List

Export the full user list to a tab delimited .TXT file, or copy the list to your clipboard.

To Export User List

1. From the productname.label menu, select users_menu.menu.label > users.menu.label.
2. Press Export.right.label, then choose the target location and enter the file name.
3. Press field_change.button.label.
4. Press cmd.open.label to open the exported file or press mass_export.open_folder.label to open the target location.

Tip: You can also copy the list to your clipboard using the qmsClipboard.win.title button. It can then be easily inserted into a spreadsheet application, such as Microsoft® Office Excel.

Callback Redistribution

If enabled, a user’s callbacks will be redistributed among other agents while the user is out of the office, so that the user does not need to be removed from the project.

To Enable or Disable Callback Redistribution

1. From the productname.label menu, select users_menu.menu.label > users.menu.label.
2. Select a user, then mark or unmark the redistribution.checkbox.label checkbox.