User and Group Configuration

overview this module, accessed from the top navigation bar, is dedicated to managing your staff accounts, their roles, and their team structures' the administrator can perform the following steps from here users this tab allows the administrator to create and manage the user accounts in ameyo group management this tab allows the administrator to create and manage the user groups in ameyo the administrator can create new users and their groups from existing users of ameyo system users the administrator can create, edit, and delete the users from here the administrator can also view the history of bulk upload users the administrator can perform the following steps from here user management this tab allows the administrator to create and manage the user accounts in ameyo upload history this tab allows the administrator to view the user upload history user management the administrator can create new users and delete the existing users from ameyo system add user to add a new user, click "add user" button perform the following steps enter the user id, user name in the provided text boxes select the user role from the "system role" drop down menu here, you can use the search box to search for any role it contains the following roles by default, professional agent, executive, and supervisor can work in the ameyo system, but it can be customized further for other user roles listed here please contact services team or on site engineer for more information a user with professional agent role can login to one chat, one interaction and one voice campaign however in blended campagin, the user with professional agent role can select more than one voice campaign a user with executive role can login to one chat, one interaction, and more than one voice campaigns, even if they are not blended blended campaigns are preferred because it gives important to the inbound calls that helps in reducing the call drops as per the license model in ameyo, you can create the following users license based user actual user type in ameyo voice user professional agent executive agent (to be available in two voice campaigns without blended campaign option) email user professional agent chat user professional agent social user professional agent universal user professional agent executive agent (to be available in two voice campaigns without blended campaign option) administrator as the name suggests, the user with the administrator user rights is the head of all the ameyo and is able to do everything in the system madmin madmin is the mini administrator who has some privileges like the administrator but does not have the complete authorization like administrator voice admin all the voice related administration level works are allowed to be done by the voice admin user analyst the analyst is the user who analyses the complete work done by the agents professional agent the professional agent is the user who is professional in handling multiple customers and their calls at the same time while assigned in the multiple campaigns executive the executive is the person who is allowed to interact with the customer supervisor the supervisor is the user who has the privileges to monitor the work of the agents which are assigned under him uam maker the uam maker (user access manager) user has the privileges to the create the users and assign them to their respective campaigns so that they, can work accordingly uam checker the uam checker (user access manager) has to approve the users created by uam maker customer manager the customer manager is used to run the customer manager api group manager the combination of multiple voice agents is known as group, and the group manager monitors the activity of the agents assigned in that group enter the password in the provided text box and confirm the password by re entering the same in "confirm password" text box enter the description about the user in the provided text area select the allowed interaction extensions from the drop down field allowed interaction extension means that number of media interactions that is chat, mails, social media etc can a agent handle select the number of ticket extensions which a user can handle at a time to enable e mail id for user check the checkbox provided and enter the e mail id of the user in the textbox phone number the administrator can provide the phone number of the agent here login policy select the login policy from the provided drop down box click "save" to add the user click "cancel" to discard the changes modify user administrator can modify the general information of user and also change different privileges given to that particular user to edit a particular user, select that user by checking the checkbox provided and click on edit option which is there in front of the name of that user it shows the following pop up following information can be modified general information under this category, the following fields can be modified system role user name password allowed chat extensions allowed ticket extensions check or uncheck "email id" field add, modify, or delete email address phone number of the user change login policy after login behaviour here, you can check "auto available" to make the user auto available after the login keep it uncheck to not make it auto available after the agent login system masked privileges the administrator can restrict the user from some actions related with system enable the checkboxes to restrict the user from the following restrictions set autocall status it restricts the user to change the status of the auto call it means that the user is not able to change the status of the auto call, the status set either by supervisor or administrator remains available modify campaign it restricts the user to change the campaign after login to another campaign it means that the user is not able to change the campaign even if the user is assigned in multiple campaigns now, if the user selects the campaign at the time of login remains available only the option to change campaign for the user from the main menu remains disabled transfer call it restricts the user to transfer the call confer call it restricts the user to confer the call end call allowed it restricts the user to end the call tabs visibility the administrator can mask the tab visibility of the supervisor enable the checkboxes to restrict the user from the following restrictions the tabs visibility section is only visible for the supervisor user roles if the administrator edit user role other than the supervisor, then this section will not be visible monitor it restricts the user to view or working on the monitor tab manage it restricts the user to view or working on the manage tab reports it restricts the user to view or working on the reports tab voicelogs it restricts the user to view or working on the voicelogs tab campaign masked privileges the administrator can restrict some actions for particular user of the campaign (in which respective user is assigned) by simply checking the respective checkboxes select the campaign from the drop down list of the available campaigns in which user is assigned following privileges can be restricted for any user manual dial if the user is masked for the manual dial feature then the user is not able to dial the call to any customer from that campaign manually(auto call does not have any impact of this feature) this feature is useful for the users of "inbound" type campaigns view disposition of a call if this feature is enabled for any user, then that user is not able to view the dispositions for the call so that the user is not able to dispose off the call from the disposition list of dialer but the user is allowed to dispose the call from crm in that campaign listen to self campaign voice logs if the user is masked from this feature then the user is not able to listen to the voicelogs which are created from the calls handled by that user the option to listen to the voicelogs remains unavailable for that user view cancel preview it masked the user to cancel the preview of the customer's details it means that the user is not able to cancel the preview in the case of "preview dialing" algorithm transfer call it restricts the user to transfer the call confer call it restricts the user to confer the call if the "confer call" privilege has been masked for a supervisor, then the "call conference" for that supervisor will also be masked in "live monitoring" tab it is a campaign level privilege, which can be configured here the change made by a supervisor for this privilege will override the privilege configured by the administrator if a user is assigned in multiple campaigns and administrator wants to mask the user from multiple campaigns, then you have to mask the user from all the campaigns one by one these features are available for all other users except administrator voice mail configurations (licensable) this feature is licensed this tab will be only visible if voicemail license is procured at the center the administrator can enable voicemail feature at system level is enabled by sliding the "voicemail" bar towards right if this is not enabled, then voicemails will not be recorded to enable sending the voicemails notifications, administrator needs to check the "notification email ids" checkbox notifications email ids administrator can enter the multiple email ids (gmail domain only) separated by comma for example, email1\@domain com, email2\@domain com, and others welcome voicemail prompt select the welcome voicemail prompt from the drop down field finish voicemail prompt select the finish voicemail prompt from the drop down field click "apply" button to save the changes rather, click "cancel" to discard the changes delete user perform the following steps to delete the user select the user to be deleted by checking the checkbox click "delete" to delete the selected user it shows the following warning message the deleted user cannot be restored the deleted user will not be able to login to the ameyo system when a new user is created in the system, the default state is new user can login to the system and work in the campaigns, user's state will remain as new admin user can change the password of the user, user's state will remain as new when the password is changed by the user itself, the state will be changed to active once the state is active, it indicates that user(agent) has changed the password user card after the creation of the user, the user card is displayed while hovering the mouse on the user name of the user following screen is displayed while hovering the mouse over the username of the user the user card contains the user role, username, and userid bulk upload the bulk creation of users feature allows the administrator to create users in bulk in a single time the administrator has been given an option from where he can upload the user identities with the help of a csv in this csv file, the administrator can define all the fields required to be filled for the creation of the users the administrator can also provide the metadata fields of the users perform the following steps to upload the csv file containing the user identities create a csv file with all the user fields in it click "bulk upload" button to upload the csv file a pop up to select the csv file is displayed select the csv file from here and click "upload" button once the file is uploaded, a modal is displayed, which shows the count of the successfully uploaded user records if any user record is duplicated or an entry with respect to any user is already present in the system, then the count of those failed records will also be shown in this modal after the upload status, a modal is displayed in which the administrator has to map the columns of the csv file with the columns of the users field after the user creation step, the administrator can view the upload history of the users from the upload history tab upload history once the upload process completes, the administrator can view the upload history and status of users from the "upload history" tab this tab displays all upload sessions along with any errors encountered it shows the total number of records uploaded via csv, the count of failed records, and the current status of the file additionally, it indicates how many records remain to be uploaded the administrator can also download a csv file containing the failed records the "exported date" and "last exported" columns display the filename and the timestamp when the failed csv file was last downloaded group management the administrator can create new user groups within the ameyo system this group management feature enables the administrator to organize agents into groups, allowing designated "group managers" to effectively manage and supervise their assigned members by default, the screen does not have any groups and shows the above screen at the time of the first login create new group before creating any group manager, the administrator has to create a user with the user role "group manager" click "create new group" button present on the page the following page is displayed perform the following steps to create the group provide the name of the group in the "group name" column enter the description of the group, if any, in the "description" textbox choose the agent from the "available users" column that you want to assign to the group, then click the forward arrow icon to complete the assignment assign at least one group manager user from the list however, you can assign more than one group manager from here after providing all the information, click "create" button user assignment operates in an atomic manner, meaning it is not transactional if some users among the selected group cannot be assigned due to reasons such as configuration issues, the assignment will proceed for the eligible users, excluding those who failed to be assigned additionally, users without the necessary licenses will not be displayed in the list of available users for assignment edit the group perform the following steps to edit the group select the group which you want to edit and click on edit icon the following page is opened change the information which you want to change, and then, click "save" button delete group select the group which you want to delete and click on "delete" icon a confirmation modal is displayed on the opened modal, click "yes" button to delete the group, else click "no" button assign group manager or agents in multiple groups a group manager or agent can be assigned to multiple groups the administrator has the ability to create multiple groups and assign a group manager to each this allows a group manager to oversee several groups, which may include different or overlapping sets of agents it is recommended to avoid assigning the same agents to multiple groups, as this can complicate management for the group manager however, if some agents from one group need to be included in another group managed by the same group manager, ensure that both groups have several distinct agents to help the group manager differentiate between them for example, if the administrator changes a user’s group from "g2" to "g19," the user must log out and log back in for the changes to take effect and display correctly in the administrator console previously, the group change was visible to the administrator even if the user had not re logged in this issue has now been resolved so that group changes appear to the administrator only after the user has logged out and logged back in