Getting started

Go to User Management and click to View Users.

From here, you can edit an individual user by clicking Edit at the end of the row of the user whose profile you wish to edit...

...to reveal the following pop-up window

Here, you can edit any of the User profile fields

Forename and Surname

If you have two users with the same name, we would advise adding a number after each user's surname to help identify each user within the reports. E.g. Sam Smith1 

Email Address

Adding an email address is handy for when users forget their passwords. It allows them to take advantage of the automatic password reset function.

How do I reset my password via email

Don't worry if a user doesn't have an email address assigned to them. This field is optional and the system enables your system administrator to reset passwords manually.

I don't have email - how do I reset my password?

Username

This is a unique identifier for the user. If the user has an email address, we recommend using this as their username.

Switch ID

Typically agent's will log into your telephony system and have a unique code to access the system. It's an optional field, but by entering the details, you'll benefit from upcoming features such as being able to import call metadata and present performance metrics like average handle time for each agent. We recommend it.

System Access

Depending on your account plan, you will be allowed a certain number of users to log into EvaluAgent. Don't worry, when you get close to your limit we'll get in touch to discuss options and/or when you reach your limit, you'll be prompted to get in touch.

Assign Role(s)

The system offers a number of default roles and each of these roles has a set of associated permissions. For example, the administrator role has permissions to access all parts of the system, but the agent role has limited permissions.

Here, you can assign one or more of those roles to a user to give the user the required level of system access permissions.

This approach gives you maximum flexibility and consistency by assigning permissions via a limited group of roles rather than by assigning varied combinations of permissions directly to each user.

Once the roles and permissions are defined, you simply add a role or roles to a given user and they are automatically assigned the permissions associated with the assigned role(s). If you change the permissions for a specific role, the permissions of all users with that role will automatically have their permissions updated.

Assigning the Agent Role

The Agent role includes a number of unique hard-coded permissions. Specifically, if you assign this role to a user, the Team Selection section will appear and you will be prompted to assign the user to a team. Simply click into the drop-down box and select one of the active teams available in your structure/org-chart.

This allows the system to link an agent's performance to a specific part of the structure/org-chart enabling hierarchical performance reporting.

Only users with the Agent role can be evaluated. Therefore, if for example your team leaders or any other users handle customer interactions (and have a sample of those contacts evaluated) then you simply need to assign the agent role in addition to any other role(s) they may be assigned.

Assign Reporting Access

If you've only assigned the Agent role to the user, then you won't be prompted to set this parameter - In order to protect data-privacy, agents only ever see their own data in the dashboard and reports and this default-level of access is automatically set by the system.

However, if you've assigned a non-Agent role, then the system will prompt you to assign Reporting Access to the user.

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)

Finally...

Once you've edited the relevant details, simply click the Update user button.

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