Users, Rights and Teams

Estimated reading time: 22 minutes | Target users: Supervisors, Administrators

Table of Contents

• 1. Users
• 1.1 Introduction
• 1.2 Create a new user
• 1.3 Reset a User’s Password
• 1.4 Inactivate a user
• 1.5 Redistribute Agent Callbacks when an Agent is Sick or on Holiday
• 2. Rights
• 2.1 Introduction
• 2.2 Create a New Rights Group
• 2.3 Copy a Right Group
• 2.4 Remove a Right Group
• 2.5 Give or Restrict Access to Specific System Features
• 2.6 Agent Rights
• 2.7 Supervisor Rights
• 2.8 Grant Access to the System for Users Based on IP Address
• 3. Teams
• 3.1 Introduction
• 3.2 Create a team
• 3.3 Add or remove a team from a project
• 4. User management example case

VCC Live’s user management system uses an advanced user management system that allows you to manage your users, allocate your team members to system interfaces, and let your users communicate with each other. This advanced system is based on three interfaces:

Users – Here you can add new users and store basic user information, such as the user’s email address or phone number. Here you can also inactivate users, reset user passwords, see an agent’s project assignments and more.

Rights – Here you can specify the interfaces and features that various user rights groups are allowed to see and use.

Teams – Here you can create various teams and assign them to specific projects for easier reporting, or limit team members’ access to certain projects.

For a summary on this topic, please check our User Rights Groups Guide.

In this tutorial you will learn about:

• Creating users and inactivating users
• Creating and managing user rights groups
• Creating and handling teams

1. Users

1.1 Introduction

Creating a user in VCC Live means allowing a user personal access to the application’s various features, logs and statistics. In VCC Live, there are two user rights group types, which means that once a new user is created it has to belong to either of these group types.

A user in VCC Live belongs to a user group, which then has to belong to either the Supervisor, or Agent group type.

These group types above are also the default user rights groups. Based on them, additional Agent- and Supervisor-type right groups can be created. More details on this in section 2.2.

It is worth noting that these two categories are:

1. Exclusive to one another, so one user can belong to only one of these group types, and
2. Fixed, in the sense that once a user has been created and assigned to a Supervisor-type group, then that user cannot be converted to be an Agent-type user and vice versa.

Tip: Users can switch from one group to another, as long as they remain in their respective group type.

1.2 Create a new user

Expand your group and create a new user by following these steps:

1. Go to VCC Live menu > User Management > Users
2. Click Create new user
3. Type in the user’s Name, Username and Password
   • You can use alphanumeric and underscore (“_”) characters for your username
   • Password minimum requirements: 5 characters, including 2 uppercase characters, 1 number and 1 special character.
4. Select a group for your user, then click Next.
5. Assign your user to a team from the list, then click Next.

Note: You can customize password minimum requirements based on your own needs in VCC Live menu > Contact Center > Global settings > Password Policy.

Now you will be able to see your new user in the user list. By selecting them, you can access, view and edit your user’s settings in the right-hand side pane:

• Default settings lists the parameters that have been entered in the creation process
• PIN number authentication is available to anyone with a Premium subscription. A calling supervisor has to enter a PIN number provided in the IVR menu. Once the system confirms the code, the call is placed in the queue. This function is used when you call a dedicated support phone number while not using the application.
• Custom settings lists fields that can provide additional information regarding the user, such as First name, Last name, Facebook page, LinkedIn page etc.
• Advanced settings lets you set the status of your user to Active or Inactive, enter a contact phone number and email address, and sign the user up for different types of Newsletters and notifications from VCC Live.
• Project / Skill level (available only to agent groups) displays a list of available projects and agent assignments to them. Drilling down features within a project is possible if a project has multiple queues defined. Assigning your agents to specific queues can be verified here.
• Automatic project login (available only to agent groups) allows you to enable Automatic project login features for the selected agent. When enabled, a list of the agent’s projects is displayed, and their order can be modified. The system can then automatically log agents out from the highest priority project (the first one on the list) if there are no more callable records and log them into the next priority project.

Note: You can filter and copy/export your list of users by using the drop-down filtering options at the top of the screen (Groups, Status, Team) and then clicking on either Export or Copy to Clipboard.

1.3 Reset a User’s Password

If you ever find yourself in a situation where you or your colleagues may not remember their passwords, here is what to do:

1. Go to VCC Live menu > User Management > Users
2. Select the user whose password you want to reset
3. Enter a new password in the Default settings section in the right-hand side pane.
4. Re-enter the new password in Confirm new password.
   • If necessary, mark the Confirm new password (recommended).
5. Press Save

Passwords can be reset by users who:

• Belong to a Supervisor-type group
• Belong to the same team as the user whose password is being reset

The person performing the password reset must have the same or higher-level rights than the user who is requesting the password reset.

1.4 Inactivate a user

If one of your agents or supervisors leaves your team, you can inactivate their account by following these steps:

1. Go to VCC Live menu > User Management > Users
2. Select the user you want to inactivate
3. Scroll down on the right-hand side section, and navigate to the Advanced settings pane.
4. Set the status from Active to Inactive.
5. Press Save

When an agent user’s account is inactivated, all callbacks belonging to them in each of their projects are automatically redistributed to other agents. Once done, this action cannot be undone.

1.5 Redistribute Agent Callbacks when an Agent is Sick or on Holiday

If one of your agents or supervisors from your team is sick or goes on a holiday, we recommend redistributing the agent’s callbacks. Here’s how you can do it:

1. Go to VCC Live menu > User Management > Users
2. Select the agent whose callbacks you want to redistribute
3. In the Advanced settings pane on the right-hand side, mark the Callback redistribution checkbox.
4. Press Save

By enabling this redistribution function, the agent’s callbacks are shared with all agents in each project respectively.

The advantage of this solution is that this operation can be easily undone once the agent is back and Callback redistribution is disabled (checkbox unmarked). This means any agent callbacks that are due from that moment on are again owned by the original agent.

2. Rights

2.1 Introduction

Suited to your needs, in VCC Live you can create as many user rights groups as you wish.

As described above, there are two main types of user group types: Supervisor and Agent group types. To put it simply:

• If you log in to VCC Live with a supervisor-type user account, you will see the supervisor interface where you can set up projects, export logs, statistics, etc.
• If you log in to VCC Live with an agent-type user account, you will see the agent interface, where you can initiate calls, handle messages, finalize records,, etc.

When creating user rights groups you need to decide whether you want to assign or restrict rights to your supervisor or operator groups. Groups cannot be combined, and once a user is created as a supervisor their rights can only be modified within supervisor rights groups by assigning the user to another supervisor Right group or by modifying his group’s rights.

A user can belong to only one Right group at a time – this means that if you want a person to be able to use both the agent- and the supervisor interface, then two separate user accounts need to be created for that person: one belonging to an agent group (an agent user account) and one belonging to a supervisor group (a supervisor user account).

If a user rights group has fewer rights than another group, members in the former won’t be able to modify the group rights of the latter in the Rights menu. A group with fewer rights can also not access groups with more rights either. By default, any supervisor right group has a higher number of rights than any agent user rights group, so users in a supervisor-type group can always access agent-type groups.

Note: Administrator groups belong to the supervisor rights group type.

It is possible to create groups with different sets of enabled rights, but with the same overall totals. This means that, for example, Group A can have one set of rights, and Group B a different set of rights, with both groups having the same total number of rights.

This system of user rights groups with different levels of rights and permissions affects the capabilities of users belonging to a group. Users in a lower-level right group cannot:

• see members of higher-level groups in logs, statistics or in the Users menu
• see higher-level right groups in the Rights menu

Regarding the two groups in the above example, this means that the supervisor_2 group cannot see or modify the Project preferences settings of the supervisor_1 group, and at the same time, the supervisor_1 group cannot see or modify the Storage settings of the supervisor_2 group.

2.2 Create a New Rights Group

Expand your system of rights groups and create a new rights group by following these steps:

1. Go to VCC Live menu > User Management > Rights.
2. Click on the Settings icon () and select New group.
3. Type a Name for your group and mark whether it is an Agent- or Supervisor-type group.
4. Check the boxes next to your preferred screens and interfaces in VCC Live. The ones you select here will be available to members of your newly created user rights group.
5. When you are satisfied with everything, click Save.

2.3 Copy a Right Group

Save time by duplicating an already-existing user rights group, which then can be modified as necessary.

1. Go to VCC Live menu > User Management > Rights.
2. Select the right group you want to copy.
3. Click on the Settings icon () and select Copy group.
4. Type a Name for your duplicated group and then press Clone.
5. Your new group will appear in the group-list on the left-hand side pane. If you wish to apply different settings to this new group, don’t forget to press Save once you’re done.

2.4 Remove a Right Group

To remove a saved user rights group, follow these steps:

1. Make sure there are no users assigned to the group you are about to delete, as the system won’t allow you to remove a group while it has users assigned to it.
   • You can remove a user from right group A in VCC Live menu > User Management > Users, by clicking on a user assigned to right group A and selecting another right group in Default settings > Groups.
2. Go to VCC Live menu > User Management > Rights
3. Select the right group you want to remove.
4. In the Attention pop-up modal, click Delete.

2.5 Give or Restrict Access to Specific System Features

Once you have created a user rights group, you can edit and customize it to your needs. This means either:

• Granting a group access to a right by putting a checkmark next to it, so they can access specific screens and interfaces, or
• Restricting a group’s access to a right by not putting a checkmark next to it.

All available system permissions are grouped under various interface categories, so it is easier to see what the listed rights refer to.

To grant or deny access to a user rights group, follow these steps:

1. Go to VCC Live menu > User Management > Rights
2. Select the right group you want to edit.
3. Mark the rights you want to be accessed by the group you are editing, and unmark the ones you want to be restricted from that group.
   • Use the Search feature in the upper right-hand corner to find the rights you are looking for.
4. Click Save to save your settings.

Note: You can edit multiple agent or supervisor right groups at the same time by pressing CTRL while selecting them.

2.6 Agent Rights

You can find below the list of agent rights that can be allocated to right groups

2.7 Supervisor Rights

The following list captures the possible rights for supervisors and users

Tip: It is possible to select more than one user rights group and then bulk edit them. This makes it easier to compare various user rights groups at the same time.

• To select more than one group, click on them while holding down the Ctrl button on your keyboard.
• To select a range of groups, click on one group, then click on any further groups while holding down the Shift button on your keyboard.

2.8 Grant Access to the System for Users Based on IP Address

Access to VCC Live can also be granted based on IP address, so only users logging in from a specific IP address are able to use your project’s interfaces. To set this up, follow these steps:

1. Go to VCC Live menu > User Management > Rights
2. Select the right group you want to edit.
3. Enter the IP address(es) you want to grant access to your project, based on the user rights group set up.
4. If you want to grant access to the IP address you are using at the moment, click on Insert my IP address. This copies and pastes your IP address into the field.
5. You can also enter one or more IP addresses or IP ranges separated by line breaks (eg. IP range format: 217.20.130.99/255.255.255.0)
6. Click Save to save your settings.

3. Teams

3.1 Introduction

The team system used in VCC Live’s user management structure allows you to handle more than one user at once. As a team usually consists of two or more users, this is useful for assigning several users to a project and handling them together. One team can be assigned to several projects, and several teams can be assigned to one project.

Only members of the assigned team can be assigned to the project, log in, and see its contents.

3.2 Create a team

Here’s how you can create a team, and add users to it.

1. Go to VCC Live menu > User Management > Teams
2. Click on the icon to create a new team
3. Type in a name for the team and press OK.
4. Select your newly created team in the left-hand side column, and add users to it by drag-and-dropping users from the right-hand side column into the middle one, which shows a list of the selected team’s team members.
   • You can search and filter the User list by using either the search field or the dropdown menu above the user’s list.

3.3 Add or remove a team from a project

To assign one or more teams to your project, follow these steps:

1. Select your project, then go to the Teams tab.
2. From the Teams column, drag-and-drop the teams you want to use in your project to the right-hand side column (Added).
3. By drag-and-dropping teams from the Added column to Teams, you can remove teams from your project.

4. User management example case

Let’s say you manage an external team hired for a specific project. You have a team of supervisors for this project (named External Supervisors), who supervise a selected group of agents (named External Agents). Both these external supervisors and agents need to have lower-level rights than your respective normal supervisors and agents.
To set up the above, you need to perform the following steps:

1. Create a user right group for your External Supervisors and External Agents by
   • Copying the regular supervisor and agent user right groups, and
   • Editing them in VCC Live > User management > Rights, to revoke some of the access rights.
2. Create new users and assign them to the newly-created Supervisor and Agent right groups, or modify user groups of already created users at VCC Live > User management > Users.
3. Create a separate team for all external users (both supervisors and agents) in VCC Live menu > User Management > Teams
4. Add both the newly-created separate team and your regular Admin team to the project they need to work on, so your Admin team can supervise the work of the External Team.

By doing this the External Supervisors will only be able to see the External Agents in the various statistics and monitoring interfaces, including the User menu, and will only be able to manage projects that their team is added to.