How Do I Configure User Settings?

The user settings page provides the ability to configure and or change the individual characteristics and settings of a user within the Agent Inbox.

User type:

This declares the user type, the difference between these are as follows:

• 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 effectively 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.

General:

Firstname:

The user's first name (this name is used internally and externally towards customers).

Lastname:

The user's lastname (if this is given, it may be shown externally towards customers).

Function:

The function title of the user (this is only used internally)

E-mail address:

The e-mail address / username for the user. This address will be user by the user in combination with the password in order to access their account. This can be a fictional address, this will only mean the user will not be able to request password reset e-mails.

Password:

The password for the user's account. Will be used in combination with the e-mail address in order to access their account.

2FA phone number:

When the feature TwoFactorAuthentication is active for the subscription, this field will be shown in order to set a phone number for receiving a text messages containing an OTP for the user to access their account.

Language:

The language of the user's account, this setting determines the shown language in their application.

Default web store:

The web store that will automatically be used for creating new conversations. When the feature 'VoipOutboundUsesDefaultWebStoreForAgent' is enabled the default webstore will automatically be selected for automatically created outbound phone conversations.

Instant converations:

Max waiting instant conversations

The maximum amount of unanswered instant conversations a user can have in their personal inbox before reaching the status Busy (Max instant waiting conversations reached).

Max instant conversations:

The maximum amount of instant conversations (answered and unanswered) a user can have in their personal inbox before reaching the status Busy (Max instant conversations reached).

Phone (VoIP):

Phone extension:

This field is only used when the phone (VoIP) integration with the Agent Inbox has been set up. By entering the phone extension number/string of the user determined by the integrated software, MSC will recognise the phone extension and open a phone conversation with the correct user.

Message notifications

Email notification:

Determines whether the user should receive an email message when a new conversation has arrived in their personal inbox. Recommended is to disable this option by default in order to prevent the customer's email server to explode.

Play sounds:

Determines whether the whistle notification sound will play for the user when a notification gets triggered.

Access settings

Access to settings:

Determines whether a user has access to the MSC settings tab. Clients often have certain leads or key users they'd like to be able to access the settings, by selecting No, the settings icon will not be shown for the user.

Access to reporting:

Determines whether a user has access to the in-app reporting. Clients often have certain leads or key users they'd like to be able to access the in-app reporting, by selecting No, the in-app reporting icon will not be shown for the user.

Access to kpi console:

Determines whether a user has access to the KPI console. Clients often have certain leads or key users they'd like to be able to access the KPI console, by selecting No, the KPI console icon will not be shown for the user.

access to bulk actions:

Determines whether a user has access to the bulk actions. Clients often have certain leads or key users they'd like to be able to access the bulk actions, by selecting No, the bulk actions will not be shown as an option for the user.

E-learning Video

For further guidance, watch our e-learning video on how to add and maintain users in Mobile Service Cloud: