How Do I Configure My Team?

The team section within the Agent Inbox can be used configure and manage the users within your contact centre. Within the Team settings pages you can (among other things) create, edit and delete users from the contact centre solution.

Seats

In order for a user to be created within the Agent Inbox, a seat needs to assigned. Seats are licences that grant access to the contact centre solution. Seats are included in the Mobile Service Cloud - starter packs (1 for Basic, 5 for Adv/Pro), or may be acquired as an additional user licence.

Would you like a increase the amount of seats within your account? Please contact support (Engage.support@cm.com) or your dedicated success manager.

User types

When acquiring a licence, keep in mind that there are two types of users that grand access to functionality within the Agent Inbox

Regular: Regular users are provided all access required to fully function as an Agent within a contact centre environment.

For example, regular users can have conversations automatically routed to them, they communicate with customers without restriction and have acces to all productivity tools to effectily work within the contact centre enviroment

Collaboration: Collaboration users are provided all access required to collaborate with Regular users within a contact centre environment.

For example, collaboration users cannot have conversations automatically routed to them, they are limited in their direct communicate with customers, but can communicate and collaborate with agents to support customer cases.

Overview

When navigating to the team settings page, you land on the overview page. On this page, an overview of all configured users within the Agent Inbox is shown.

Adding users

In order to configure users, you can click on one of the users within the overview, or click the "Add user" Button to create a new user. Guides are available for the user creation process:

• How to create a user (Without using SSO)

• How to create a user (When using SSO)