This article provides instructions on how to provision and manage Agent user access in OI.
⚠ You will need to have the ‘Admin’ role type for your OI portal to invite and manage users.
Introduction to Agent admin in OI
When you start working with OI - we will set up your organizational structure, so that all teams and team leaders are mapped correctly. We will also map agents to their teams.
After this initial set up, Admins manage the teams and agents to ensure the agents and teams are kept up to date.
Jump down:
View Agents
Search for an Agent
Identify an unidentified agent
Assign an unallocated agent
Deactivate an agent
Reactivate an agent
Move an agent to another team
Invite an Agent to OI
What is an Agent?
‘Agent’ in OI refers to the person who handled the interactions in the data used to power the platform. Your organization may refer to these by other terms such as Customer Service Representatives, Support Specialists, Advisors or Team Members.
Agent records are added to OI automatically as data is imported into the platform. As a result if an agent is missing, this could indicate that we have not yet received any interactions.
Similarly, you may notice ‘agents’ in the platform who do not regularly handle interactions. In this case we have received data where they were assigned as the agent - common examples of this are escalations or transfers which are captured in your organization’s telephony system.
⚠ If OI analyzes Messaging, Web Chat or Live Chat interactions for your organization and you have a chat bot or triage bot, you may see the bot appear in the agent lists.
View agents
Step-by-step:
- Click the Profile icon in the top right hand corner of the portal.
- Select 'Admin'.
- From the Admin page click ‘Manage teams’.
- From the Manage teams tab select ‘Manage agents’ under the ‘Get stuff done’ heading.
The Manage agents page will show you all agents in OI for your organization.
You will see each agent’s:
- Identifier (from your telephony system or interaction data source)
- Name (from your telephony system or interaction data source)
- Email (if applicable)
- Current team
- Start date (start date in the current team, not employment start date)
- End date (If applicable, end date in the current team, not employment end date)
Click ‘View’ in the row for an agent to view further details including their history of ‘positions’ (team allocations) to edit their details, reassign to a new team or deactivate.
Search for an agent
On the agent page in the top left corner there is a search box. Use this to search for agents by name, identifier, email, or team.
Identify an unidentified agent
As agents appear in OI automatically when interaction data is added, sometimes interactions are present which have an agent identifier or email, but do not include the agent’s name. When this happens the agent will be flagged as ‘Unidentified’. If you know who the agent is based on their identifier or email, you can follow these steps to identify them so they appear correctly in OI.
From the the 'Admin' page, in 'Manage teams'. The amount of "Unidentified agents" will appear in 'Team stats'. Click the 'Unidentified agents' to view all unidentified agents.
Alternatively, from the 'Agents' page click on the 'Unidentified' header.
Next to an unidentified agent, click ‘View' to see their details. From the agent card click ‘Edit’.
Enter the agent’s full name and/or email address then click ‘Save changes’. The agent card will now update and the agent will no longer appear as unidentified.
Assign an unallocated agent to a team
Allocating agents to teams in OI allows users to filter views by teams and for the team based charts in the Performance pages to reflect accurately.
When an agent is added to OI they will initially be unallocated to a team. When an agent has no team, they will be flagged as ‘Unallocated’. Follow the steps below to allocate unallocated agents to teams.
Unallocated agents can be found on the Manage agents page by a flag appearing in the ‘Current team’ column. To view all unallocated agents, click the ‘Unallocated’ tab at the top of the page.
Click ‘View’ next to the agent you want to allocate to a team.
From the agent positions card click ‘Add new position’.
Select a team from the list and select the date the agent started in the team. If this is the agent’s current team, we recommend leaving the end date blank.
⚠ If the team you are looking for does not appear in the list, see ‘Create a new team’ to add the team to OI.
When you have selected the team and entered the agent’s start date in the team click ‘Confirm’.
The agent will no longer appear as ‘Unallocated’ and you will see their team under ‘Agent positions’.
Deactivate an agent
Step-by-step:
- Click the Profile icon in the top right hand corner, and select 'Admin'.
- Click 'Manage teams'.
- Click 'Manage Agents' under the "Get stuff done heading".
- Use the search box to locate the agent you want to deactivate.
- Click 'View' at the end of the agent's row.
- Click 'Deactivate' in the bottom right hand corner.
- You should see a pop-up asking if you are sure you want to deactivate the agent.
- Click 'Deactivate' to finish the process.
- The agent will now show in the 'Deactivated' list.
Reactivate an agent
If an agent has been deactivated by mistake or has returned to your organization and will have the same system identifier, you can reactivate them in OI by following the steps below.
| Note: If a returning agent will have a different system identifier, a new record will be automatically added to OI when data for interactions they have handled is added, so you will not need to reactivate their previous profile. |
- To view deactivated agents go to the 'Manage Agents' page and click the ‘Deactivated’ tab.
- Click ‘View’ next to the agent you want to reactivate.
- Click 'Reactivate' in the bottom right hand corner.
- You will be asked to confirm you want to reactivate the agent. Click ‘Reactivate' to confirm. The agent will now be reactivated.
| Note: The reactivated agent will need to be allocated to a team. |
- If they are being moved to a new team, follow 'Move an agent from one team to another team'.
If they are in the same team, click ‘Edit’.
- Click the 'x' next to the end date, and 'Save changes'. They will now be indefinitely in that team.
Move an agent to another team
Search for the agent you want to move to another team and click ‘View’ to see their agent page.
From the agent page click ‘Add new position’.
Select the new team you wish to allocate the agent to and select the start date in the new team.
If this new team is the agent’s current team, we recommend leaving the end date blank.
Click ‘Confirm’ to proceed with the new team allocation.
The agent’s new team will now appear on the agent page under ‘Agent positions’. The previous team will automatically have an end date created as the day prior to the new team start date.
The agent is now allocated to the new team.
| Note: if the new team start date is after the most recent interactions in OI, the team change will not be reflected on the insights pages until the data from the start date is available. |
Invite an Agent to OI
Once you are ready for your agents to access their own personalized Agent Dashboards, you need to invite them to OI.
Step-by-step:
- Click the Profile icon in the top right hand corner of the portal.
- Select 'Admin'.
- From the Admin page, click 'Invite new users'
Add in the agent’s name, email address and select the role type “Agent.” At the bottom of the form, in the “Assign agents to user” field, start typing the agent's name to find them in the system.
The system will display only agents with interactions in OI.
If you'd like to add additional users in a batch, click 'Add a new user'.
|
Important Notes:
Why Multiple Agent IDs?
Example Scenario: An agent has separate identifiers for Voice and Chat interactions. Add both identifiers to ensure full visibility into their assigned interactions. |
Click ‘Send Invitation’.
The page will take you back to 'Manage users', and you will see a confirmation message in the bottom right hand corner.
The agent can now log in to OI and will see only the data for their assigned Agent ID(s).
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