Managing Employees

You need to understand the following concepts before configuring employees.

Figure 1 Employee configuration

OU: An enterprise tenant space has a default OU. You can create OUs under the default OU based on responsibilities. Multiple organizations can be created under each OU. For example, you can create the customer service department and maintenance department under an OU.
Role: A role indicates a set of work permissions. When you assign a role to an employee, the employee has all the permissions contained in the role. For example, a role can be an agent, administrator, case owner, and task handler.
Function permission: Function permissions are abstracted from GUI resources (for example, permission for using specified menus) and GUI operations (for example, addition, deletion, modification, and query). An employee can perform operations on a resource only when the role assigned to the employee has the corresponding permission. Function permissions are static resources that do not change with resource configuration data. Function permissions include the following:
- Basic Function Permission: Permissions of a role.
- Grantable Function Permission: Permissions that can be assigned to other roles by a role. Only the roles of the current account can be assigned to new roles.
Employee: Employees indicate personnel employed by an enterprise. After a role is assigned to an employee, the employee can perform operations limited by the role permission on the system.

Configuring an Employee

Assign administrator permissions to the new employee Jack in department A so that Jack can work as an administrator.

Configure an OU. For details, see Configuring an OU.
Configure a role. For details, see Configuring a Role.
Choose Configuration Center > Employee Center > Employee. The employee information management page is displayed. The OU information is displayed on the left, and employee information under the OU is displayed on the right.
Select an OU and click New. The Add Employee page is displayed.

Configure basic employee information based on Table 1.

**Table 1** Configuring basic employee information
Parameter	Description and Example
Account	Employee account, for example, j100006.
Employee	Employee name, for example, Jack.
Organization Unit	By default, the OU selected before creation is displayed, which can be modified.
Title	Title. This parameter is used to determine the operation permissions of an employee in the inspection task handling process.
Account and Password Rule Group	Retain the default value.
Description	Description.
New password/Confirm Password	Password for the first sign-in. Set a new password based on this password during the first sign-in. The new password must contain at least two different characters from the initial password. Set a password that meets the password complexity requirements as prompted.
Email	Email address of an employee.
Phone Number	Phone number of an employee.
Access Organizations	Select an OU. The employee can access the skill queue resources of the OU during call transfer and help seeking.

Click Next, click Add, and select the configured role.
Click Next and configure manager information.
1. Click Add to add a manager.
2. Click the text box in the Employee column. In the Assign Manager dialog box, select the desired manager and click OK.
3. Click Save in the Operation column to save the manager information. If you click Finish without performing this step, the manager configuration fails.
Click Finish.

A created account cannot be directly deleted. You need to disable the account before deleting it.
To search for a forbidden account, set Status to Forbid in the Search Criteria area and click Search.

Configuring an OU

Choose Configuration Center > Employee Center > Organization Unit. On the OU management page, select the default OU.
Click to add a lower-level OU and configure OU information.
- Default parameters: Parent OU and BE Name
- User-defined parameters
  - OU Name: OU name, which is mandatory.
  - Description: OU description, which is optional.
  - Number of multimedia clients concurrently served by agents: The parameter priority is as follows: agent parameter > OU parameter > tenant parameter. If this OU parameter is set to 0, it does not take effect.
    Agent parameter: After a tenant administrator grants the menu permission Maximum Number Of Concurrent Service Customers to an agent, the agent can change the value of Maximum concurrent service customers on the Configuration Center > Workbench Configuration > Personalization page.
    
    Tenant parameter: A tenant administrator can change the value of Multimedia Sessions Concurrently Processed by Agent on the Configuration Center > System Management > Tenant Parameter page.
  - Agent status configuration after a call ends: The options are as follows:
    - Idle state
    - Wrap-up state
    The parameter priority is as follows: OU parameter > tenant parameter. If this OU parameter is set to ..., it does not take effect.
    
    Tenant parameter: A tenant administrator can change the value of After-Call Agent State on the Configuration Center > System Management > Tenant Parameter page.
Click Next and configure role information. If no role information is available, you can directly go to the next step.
1. Click Add. The role list for selecting the roles to be assigned is displayed. For details about how to configure a role, see Configuring a Role.
2. Select the required roles and click Save.
Click Next and configure employee information. If no employee information is available, you can directly go to the next step.
1. Click Add. The employee list for selecting the employees to be assigned is displayed. For details about how to configure an employee, see Configuring an Employee.
2. Select the required employees and click OK.
Click Finish.

Configuring a Role

Choose Configuration Center > Employee Center > Role. A default role whose name is the same as the tenant space name is preset on the role management page. This role cannot be deleted or modified.
Select the default role and click to add a role and configure role information.

User-defined parameters:
- Role Name: Role name, which is mandatory.
- Description: Role description, which is optional.
Click Next. On the Function Permission page, configure permissions for the role.
1. Open the Function Permission tab page.
  - Click the Basic Function Permission tab and click AddFunction Permission. The Select Function Permission dialog box is displayed.
  - Click the Grantable Function Permission tab and click Add. The Select Function Permission dialog box is displayed.
2. Select function permissions. You can search for permissions. Permissions that are not supported by the current account are dimmed, and the queried permissions are highlighted.
  Figure 2 Selecting function permissions
  
  Function permission status description:
  - : The function permission is not configured for the current role and can be selected for configuration.
  - : The function permission cannot be configured for the current role.
  - : The function permission has been configured for the current role.
3. Click OK to save the configuration.
Click Next. On the Assigned Employee page, click Add, select the required employees, and click OK. The selected employees have the grantable function permissions configured for the role.
Click Finish.

Reference

Menu permissions: Configure system menus to restrict the menus available to employees with the current role. For details, see Table 2.
Operation permissions: Configure page operation functions to restrict the operation permissions of employees with the current role. For details, see Table 3.
API permissions: Configure APIs that are available to employees with the current role. For details, see Table 4.

**Table 2** Menu permissions
Permission		Description
System Management	Security Configuration	Function permissions for the system administrator, which do not need to be configured at the tenant level.
	Tenantspace Management
	Tenant Management
	Service Type Management
	Space Type Management
	System Management	Operation Logs: View details about operation logs of business accounts in the tenant space. Sign-in Logs: View details about sign-in logs of business accounts in the tenant space. Menu Management: Manage operation menus in the tenant space. Permission Management: Manage operation permissions on menus in the tenant space.
User Management	User Management	Organization: Manage OU information in the tenant space. Employee: Manage business account information of employees in the tenant space. Role: Manage function permission information of employees in the tenant space. Account and Password Rule: Manage account and password rules in the tenant space. Account Lock Management: Manage account lock status in the tenant space. User Group Management: Manage employee group information in the tenant space. Session Management: Manage sign-in sessions of accounts in the tenant space.
Chat	Workbench	Audio and Video Workbench: When an agent signs in, the voice and video workbench is automatically opened for business handling.
Online Studio	-	Function permissions for the system administrator, which do not need to be configured at the tenant level.
Call Center Monitor	Monitor Configuration	QC Relation Management: Manage inspection relations between inspectors and agents. Full Screen Monitoring Configuration: Configure fullscreen monitoring indicators. Report Subscribe Configuration: Configure subscribed reports and periodically send information about the subscribed reports to specified personnel via email. For details about the email sending configuration, see Creating an Email Notification Template. CMS System Configuration: This is a function permission for the system administrator, which does not need to be configured at the tenant level.
	Monitor Management	Agent Monitor: View agent sign-in information in the tenant space, monitor agents, and dynamically adjust agent resources based on business requirements. Tenant administrators can monitor agent status, but cannot perform inspection operations, such as skill queue adjustment, on agents. Inspectors (whose platform role is Quality checker) can perform inspection operations, such as skill queue adjustment, on agents. Call QC: View the voice and video call details of agents in the tenant space. Inspectors (whose platform role is Quality checker) can preview or download recording files of agent calls. Canceled Queuing Call Monitor: View details about users who cancel queuing in the tenant space. Index Monitor: View data about the VDN, IVRs, skill queues, and agents in the tenant space. Call Link Monitor: View details and tracks of calls in the tenant space from 00:00 on the previous day. Offline Message Monitoring: View offline messages received by agents in the tenant space.
	Report	View the monitoring data of the call center, including the following reports: Skill Queue Performance Report, Agent Performance Report, Agent Outbound Call Report, Agent Connection Operation Report, IVR Traffic Report, IVR Traffic By AccessCode Report, Skill Queue Performance Statistics Report by Access Code, Skill Queue Summary Report, VDN Performance Report, VDN Performance Statistics Report by Access Code, Abandoned Calls (During Ringing) Summary Report, and Interval-based VDN Traffic Report.
ISales	ISales Management	ISales Task Management: Configure outbound call task details. Holiday Management: Set special dates and plan the execution time of outbound call tasks. ISales Task Statistics: Monitor outbound call tasks and check the execution of outbound call tasks. Outbound Black List Management: Configure the outbound number blocklist to reduce invalid outbound calls. Business Result Define: Define outbound call business results to summarize business status. Outbound Call Result Definition: Define outbound call execution results. Outbound Call Data Attribute Definition: Configure different attributes for outbound call data and add customer information. Outbound Call Template Management: Configure outbound call task templates to reference templates during outbound call task configuration. Special List: Configure the special list to filter out invalid data during outbound call task execution. Agent Work Statistics: Collect statistics on the outbound call workbench and summarize outbound call tasks. Multimedia Marketing Management: Perform multimedia marketing using SMS messages, emails, and WhatsApp messages.
	Outbound Execute	Outbound Workbench: An agent can view and execute outbound call tasks on the outbound call workbench. Appointment Outbound: An agent can reserve outbound call tasks at specified time in advance.
	Outbound Call Configuration	Outbound Call File Server: Upload outbound call task data from the server. Mapping Rule Import: Customize the mapping rules for importing data related to outbound call tasks.
	Outbound Call DataSource Management	Back up and store outbound call data on other servers.
Outbound Call DataSource Management	-	Back up and store outbound call data on other servers.
Intelligent Training	Intelligent training management	Training Task Management: Configure training task details.
Intelligent Training	My Training Tasks	My Tasks: An agent can participate in intelligent training tasks.
Operation Risk Control	Operation Risk Control	Function permissions for the system administrator, which do not need to be configured at the tenant level. The permissions include Strategy Management, Tenant Strategy Configuration, Statistical Result, and Recording Wording.
Operation Risk Control	Operation Risk Control	View the execution of risk control strategies.
Inspection	Manual Inspection	Manage manual inspection rating rules, inspection tasks, inspection categories, inspection relationships, and inspection objects, view inspection results, and apply for inspection review.
	AI Inspection Rule	Manage AI inspection rules, including sensitive words, sentences, inspection rules, rating settings, and business scenarios.
	AI Inspection Result Review	View the inspected call list, set sample inspection plans, and view and handle inspection tasks.
Knowledge Base	Knowledge Management	Manage and create knowledge.
	Knowledge Review	Review knowledge details.
	Knowledge Application	Search for knowledge and add knowledge to favorites.
	Template management	Create and manage knowledge templates.
Questionnaire Management	Questionnaire Management	Script Management: Configure survey details. Template Management: Manage survey templates. Questionnaire Query: Query the answer details of surveys. Questionnaire Statistics: Collect statistics on details about other business modules associated with surveys. My Answers: Query the survey details of the current account.
Channel Configuration	Call Center Management	Function permissions for the system administrator, which do not need to be configured at the tenant level.
	Call Center Configuration	Manage basic tenant space configurations. Basic Information: View basic tenant space information. Skill Queue: Manage tenant space skill queues. Agent Management: Manage tenant space agent configurations. Called Route: Configure called party routes. Access Code: View access code information of the tenant space. Settings: Manage system parameter settings of the tenant space. For details, see Configuring Public Resources and Enabling Manual Services. The permissions include Parameter Configuration, Screen Pop-up, Call Reason, Mobile Agent, Callback Url Configuration, Satisfaction Survey, SMS Configuration, Authentication Configuration, Gray Configuration, Gateway Configuration, Dynamic Data Table, Page Configuration, Gateway monitoring, Certificate, Rest Reason, Prompt Tone, Contact Record, Resource Dump, Encryption Information Management, Configuring the Voice Muting Agent, Agent Routing Rules Configuration, Message flow control management, Email Signature, System Parameter Configuration, Special List, SP Management, Federated App Management, UC Integration, Voice Notification, Authentication, and Harassment record review. Table Data: Query and configure data values in dynamic data tables. Resource Dump Task: Manage business resource data dump tasks.
	Agent Information	Agent Information: View information such as agent IDs, skill queues, and business accounts. Contact Record: Query agent call records. Operation Record: Query agent operation record details. Transfer Record: Query details about call transfer records of agents. Sign-In Log: Query agent sign-in records. Leave Message: Manage and reply to offline messages of the current account. Agent Parameters: An agent can customize parameters such as the calling number for making outbound calls, agent answering mode, whether to integrate the OpenEye softphone in the web system, and video display of the OpenEye integrated with the web system. Rest Record: Query details about agent rest records in the tenant space. Dual Call Record: Query details about bidirectional call records after the one-click bidirectional call feature is enabled. Document Management: Query contract signing information after the contract digital signature feature is enabled. Reset Skill Record: Query skill queue adjustment details. Identity Authentication Record: Query details about all identity authentication records.
	TenantSpace Management	Function permissions for the system administrator, which do not need to be configured at the tenant level.
	IVR Management	Intelligent IVR: Configure intelligent IVR flows. IVR Voice: Manage uploaded voice files. Flow Management: Manage common IVR flows. Process Transfer Record: View the records of call transfer to IVR flows in the current tenant space.
	Notification Center	View Notification: View the content of received notifications. Send Notification: This is a function permission for the system administrator, which does not need to be configured at the tenant level. Notification Template Configuration: This is a function permission for the system administrator, which does not need to be configured at the tenant level. Agent Send Notification: Agents can send only internal messages in internal notifications. They can send bulletin notifications only after an administrator configures the bulletin permission for them. Administrator Send Notification: Send notifications to agents via email, SMS message, or bulletin. Notification Template: Configure administrator notification templates. Variable Configuration: Use variables when configuring internal message templates to send internal messages. Message Route Configuration: Distinguish email messages from SMS messages. Notification Type Configuration: Configure different notification types, for example, bulletin.
	System Management	System Version: This is a function permission for the system administrator, which does not need to be configured at the tenant level.
	Customer Center	Customer Center Management: Manage customer information in the tenant space.
Service Channel Configuration	Social Media Operations	Permissions for operations personnel.
	Operation Management	Channel Configuration: Configure multimedia access channels, including WeChat, web, Twitter, email, WhatsApp, Facebook, LINE, and 5G message channels. Multimedia Library Management: Configure multimedia data of the common phrase, voice, video, image, address, personalized emoji, and card template types for agents to make calls. Workbench Configuration: Configure working time and non-working time. Email Message Management: Manage emails.
	Online Service	Personalization: Configure personalized information such as nicknames and greetings, which are displayed when agents handle businesses. Online Chat Workbench: An agent can handle business information accessed through the WeChat, web, Twitter, email, WhatsApp, Facebook, LINE, and 5G message channels. Personalized Common Language: Configure common phrases used by agents to handle businesses.
Home	-	Configure functions frequently used on the home page.
Case Management 2.0	Case Workbench	Create cases, merge cases, and create tasks.
	Case Configuration	Case Status Case Field Case Template Case Template Content Case Type Case Role User Role
	Historical Case	View historical cases.

**Table 3** Operation permissions
Permission		Description
Message Center	Message Send	Send internal message notifications.
Notification Center	Sending a Bulletin	Send bulletins through the notification center.
Notification Center	Group-send internal messages	Send internal messages to groups through the notification center.
Agent Management	Modifying Agent Fixed-Line Phone Number	An agent can modify Fixed-Line/Mobile Number on the agent information page.
Call Center Management	Connection Management	Configure call answering operations that can be performed by agents. Show Busy/Idle: The busy state indicates that the agent is handling an inbound call, and the idle state indicates that the agent is ready to answer an inbound call at any time. Break/End Break: An agent leaves and cannot handle businesses. The rest duration does not exceed 24 hours. Transfer: An inbound call can be transferred to an external number, another agent, or a skill queue. After an inbound call is transferred, the call-related information is also transferred. Hold/Unhold: An agent can hold a call with a customer. During the hold period, the customer can hear the hold music. The agent can perform other operations or make an outbound or help call, and then continue to talk with the customer. Outgoing Call: An agent initiates a call. Three-Party Call: During a call between an agent and a customer, the agent can initiate a three-party call with another agent who is asked for help. If one party hangs up, the other two parties can still chat with each other. Help-seeking: When an agent encounters a task that cannot be handled immediately, the agent can ask for help. If the agent selects two-party help, the customer's call is held. If the agent selects three-party help, a three-party call is set up. Mute/Unmute: An agent can mute or unmute the local device. End Call: An agent proactively ends a call. Answer: An agent receives a call from a customer and chooses to answer the call. Audio/Video switching: An agent can switch a video call to a voice call or switch a voice call to a video call. Internal Call: An agent dials the number of another internal agent when there is no customer call. Agent multi-channel support: An agent can chat with customers through multimedia access channels. Callback: The voice and video workbench allows agents to initiate calls based on historical contact records to continue interrupted businesses. Two-stage Dialing: An agent can call back a customer number that exists in call records. Co-browsing
	Contact Record Management	Query Contact Record: Query all the contact records of a business account. Play Recording Online: Play recordings in contact records online. Recording Download: Download recording files in contact records. Contact Record Export: Export contact records.
	Quality Check	Inspectors can intervene in calls of common agents to ensure smooth business handling, and can manage inspection results. Inspection operations include Listen, Insert, Switchover, Intercept, Forcible Exit, Forcible Set Idle, Forcible Set Busy, Whisper, Query All Inspection Results, Update Inspection Result, and Delete Inspection Result.
	Operation Record Management	The permissions include Query ALL Operation Record, Query ALL Transfer Record, Query ALL Sign-In Log, Query ALL Rest Record, and Sign-In Log export.
	Privacy Statement	Function permissions for the system administrator, which do not need to be configured at the tenant level.
	Leave Message Management	Play Leave Message: Play the recording of a message online. Download Leave Message: Download the recording file in the message. Query All Leave Message: Query all message records of an agent.
	IVR Voice Management	File Upload: Upload voice files for IVR flows.
	Reset Password	Reset Tenant Password: Reset the passwords of employee accounts in the tenant space.
	Reset Data	Reset tenant space system parameters on the Configuration Center > System Management > Tenant Parameter page.
	IVR Flow Management	-
	Tenant AK/SK Configuration	Function permissions for the system administrator, which do not need to be configured at the tenant level.
	Email Attachment	Upload or download attachments in an email when sending an email notification. The permissions include Upload Email Attachment and Download Email Attachment.
	User numbers are displayed in plaintext	Customer numbers are displayed in plaintext and are not anonymized.
	Agent Workbench	Transfer pop-up parameters: If the inbound call screen pop-up is set to an external page, parameters are carried when the third-party page is accessed. Query customized data on the pop-up screen: Query the customized data values on an inbound call screen pop-up. Modify customized data on the pop-up screen: Update the customized data values on an inbound call screen pop-up. Mail Agent Forwarding: An agent can forward emails. Local Multimedia File Sending by Agents: An agent can send multimedia files. Local Attachment Sending by Email Agents: An agent can upload local attachments when sending an email. Email Agent CC Bcc: An agent can set Cc and Bcc recipients when sending an email. Send SMS Notifications: An agent can send SMS notifications to customers during customer contact, view message sending records in customer contact details, and resend SMS notifications to customers. Send WhatsApp Notifications: An agent can send WhatsApp notifications to customers during customer contact, view message sending records in customer contact details, and resend WhatsApp notifications to customers. Send Email Notifications: An agent can send email notifications to customers during customer contact, view message sending records in customer contact details, and resend email notifications to customers. Identity Verification: An agent can perform identity authentication.
	Basic data table management	View demasking data: View demasked data in customized dynamic data tables.
	download SK	Download SK information to the local PC.
	Large-screen monitoring management	Viewing Public Large-Screen Monitoring: View details about fullscreen monitoring data. Edit Public Large-Screen Monitoring: Customize fullscreen monitoring data parameters. Querying Data of All Organizations: View the fullscreen monitoring data of all OUs.
	Email agent management	Dispatch emails to other agents: Forward emails to other agents for handling. View all agent emails: View the emails sent and received by all agents in the tenant space.
	Report	Querying All Organization Report Data: Query the report data of all OUs in the tenant space.
	Transfer Record Management	Play Recording Online: View recording files in call transfer records online. Recording Download: Download recording files in call transfer records.
	Document Management	Preview Document: Preview documents. Download Document: Download documents. Operation All Documents: Search for or invalidate any document in the tenant space.
	index monitoring	Querying Data of All Organizations: Query the monitoring indicator data of all OUs in the tenant space.
	Special List	Harassment record review: Review harassment records submitted by agents. The permission is assigned to tenant administrators by default and does not need to be configured for tenants.

**Table 4** API permissions
Permission	Description
MR rest api auth	Obtain the MR node service permission.
CaseBDF rest api auth	Obtain the CASE APP node service permission.
SLA rest api auth	Obtain the SLA node service permission.

Configuring a User Group

User groups can be used to distinguish inspection objects during configuration of inspection relationships.

Choose Configuration Center > Employee Center > User Group. On the user group management page that is displayed, select the default group.
Click to add a user group and configure basic user group information.
- Usergroup: User group name, which is mandatory. An example is Administrator group.
- Description: User group description, which is optional.
Click Next. On the Employee page, click Add, select the required employees, and click OK.
Click Finish.

Configuring an Account and Password Rule

The AICC provides a default account and password rule group Default, which cannot be modified or deleted. For the system administrator, the AICC also provides a default account and password rule group Machine, which is used to verify machine-machine interface passwords configured on the GUI (for example, API passwords in the intelligent IVR). A system administrator or tenant administrator can customize account and password rules.

Choose Configuration Center > Employee Center > Account and Password Rule.

Figure 3 Account and Password Rule page
Click New in the Rule Group List to add an account and password rule group.
Configure rule information and click Save. The customized account and password rule group is added successfully.
(Optional) Click Delete or Modify to delete or modify a customized rule group. The code cannot be modified.
Select the new account and password rule group, select the rule to be modified in the Rule List, and click Modify to modify the rule.

Changing or disabling some password rules (such as Minimum password length. and The password must contain digits.) will affect password security and bring security risks. Exercise caution when changing or disabling these rules.
Change the settings in the Value and Enable column, and click Save.