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This guide explains how to add new and edit existing users in the system and assign them roles & locations. System roles include Employee, Manager, Evaluator and Administrator. Administrators can add users at any level while Managers can only add users at the Employee or Manager level.
Users can also be designated an Agent and assigned queues by any Administrator.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
You must be signed into the Web Client as an Administrator or Manager to perform this action.
Click the link below for more information about how to access the employee list.
Access
(A) New User - From the User List click to enter new user information.
(B) Editing Pencil - To edit existing user information, click the pencil icon in the corresponding user's row. This will open their profile where you can edit their information.
Required User Information - Note: The rest of these steps are the same for both adding new users or editing existing users.
(C) First name - Enter or edit the user’s first name. Note: It is possible to include a number(s) in the user's first name.
(D) Last name - Enter or edit the user’s last name. Note: It is possible to include a number(s) in the user's last name.
(E) Email (Username) - Enter or edit the user’s complete email address. The email address will be the username they use for signing into CallPotential. Note: If users do not have a unique business email address, you can simply create a "mock" email for their username. Please do not use the general location email for
thetheir username. Location users (identified with
thenthe employee role) do not log into the system. Click here for more information on how location users access CallPotential.
Optional User Information
(F) Password - Enter or edit the user’s password.
(G) Phone - Enter or edit the user’s phone number. Save will remain disabled if the number is not 10 digits. Note: The phone number does not need to be the employee's personal number. It can be the location number.
(H) Upload Photo - Click to open your computer’s file system and select the appropriate photo.
Contact Center Agent & Queues
(I)Contact Center Agent & Queues - Click if this user will be logging in as an Agent to accept calls. When selected, you will need to indicate which queue(s) they will be assigned. For users not identified as an Agent, you will not see the
(J) Queue Selection optionsqueue selection table.
(J) Queue Selection - In the Unassigned Queues list, click to select an individual queue. You can select multiple, sequential queues by selecting one queue and then pressing the Shift key on your keyboard while pressing another queue. All queues in between will become selected. You can select multiple, non-sequential queues by
thepressing Command on a Mac keyboard or the Windows key on a PC keyboard while selecting queues. You can also select all queues by clicking Select All. Once selected, the name(s) will become highlighted in blue. Note: You can assign Agents to the Video Calls queue via this method if your account has it enabled.
(K) Search Box - If needed, enter the full or partial queue name in the search box and the system will produce possible matches.
(L) Right Arrow - Once queues are selected, this becomes enabled and highlighted in blue. Click to move the selected queue(s) to Assigned Queues. Note: Removing Agents from queues works the same way but in reverse.
Roles & Locations
(M) Role Selection - Click to select the user role. Users can only be assigned 1 role. Note: You'll have the option of assigning them the role of None. This is helpful if you want the user to just work as a (I) Call Center Agent in the system. For users assigned to this role, you will not see
the (N) Location Selectionthe location selection table.
(N) Location Selection -
InIn the Unassigned Location list, click to select an individual location. You can select multiple, sequential locations by selecting one and then pressing the Shift key on your keyboard while pressing another location to include all the locations in between.
YouYou can select multiple, non-sequential locations by
thepressing Command on a Mac keyboard or the Windows key on a PC keyboard while selecting locations. You can also select all locations by clicking Select All. Once selected, the name(s) will become highlighted in blue.
(O) Search Box - If needed, enter the full or partial location name in the search box and the system will produce possible matches.
(P) Right Arrow - Once locations are selected, this becomes enabled and highlighted in blue. Click to move the selected location(s) to Assigned Locations. Note: Removing Agents from locations works the same way but in reverse.
Access to Reports
(Q) Enable Access to Reports - You can grant or remove access to Reports by selecting or deselecting this checkbox for any role except Employees.
Employee Role - Remains hidden as Employees do not have access to Reports.
Manager & Administrator Roles - Access to Reports will be enabled automatically. Click to remove access to Reports.
Evaluator Role - Access to Reports will not be enabled automatically. Click to give Evaluators access to Reports.
Add User to the System - Note: The Save button becomes enabled once all required information has been entered and Agents have been assigned queues.
(R) Save - Click to confirm the user configuration. A green success message will appear notifying you that the user has been saved and you will be returned to the User List.
(S) Cancel - Removes all entered information and returns you to the User List.
