User Management is where you create your organisational structure/org-chart, manage roles and permissions, add users and edit user profiles.
To quickly get started, go to User Management.
The recommended process for setting up User Management follows four simple steps:
Step 1: Add your structure/org-chart
To report quality performance in a way that reflects your organisation's reporting hierarchy, you will need to model your org-chart within EvaluAgent. Don't worry, we've made the process very simple and straightforward and it shouldn't take longer than 20 minutes to add your structure/org-chart into EvaluAgent.
Step 2: Edit roles and assign permissions to roles
The system offers a number of default roles and associated permissions.
Here, you can edit role titles as well as the list of permissions assigned to each role.
You can also create and configure your own roles & permissions.
Once you have configured roles and permissions, you then assign a role(s) to each user as part of Step 3.
Step 3: Add users and configure their profile
Once you've added your structure/org-chart and you have confirmed roles and associated permissions, you're ready to add users, configure their profiles and assign roles and permissions.
You can complete this step one user at a time or you can add/process multiple users at the same time using EvaluAgent's bulk-upload process.
Step 4: Assign what parts of the structure/org-chart the user can access in reports
When it comes to reports (including the dashboard), you need to select what parts of the structure/org-chart a user has access to in terms of performance data.
For example, the Customer Service Director may be granted access to the highest level of the structure, enabling him/her to view performance at every level - from a summary of all performance data down to the performance of an individual agent (and all levels in between).
On the other hand, if an agent is granted access to the system, he/she is only initially granted permission to access their own performance data by default. Of course, if an agent is "acting up" for a period to look after the team (perhaps whilst the team leader is on holiday), he/she may be temporarily assigned permission to access the team's performance.
Once you have completed these four set-up steps, you may edit them at any time.