Managing Employees
You need to understand the following concepts before configuring employees.
- 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 . 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.
- Click Add to add a manager.
- Click the text box in the Employee column. In the Assign Manager dialog box, select the desired manager and click OK.
- 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 . 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 page.
- Tenant parameter: A tenant administrator can change the value of Multimedia Sessions Concurrently Processed by Agent on the 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 page.
- Click Next and configure role information. If no role information is available, you can directly go to the next step.
- 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.
- 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.
- 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.
- Select the required employees and click OK.
- Click Finish.
Configuring a Role
- Choose . 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.
- 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.
- 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.
- Click OK to save the configuration.
- Open the Function Permission tab page.
- 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.
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 |
|
|
User Management |
User Management |
|
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 |
|
Monitor Management |
|
|
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 |
|
Outbound Execute |
|
|
Outbound Call Configuration |
|
|
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. |
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 |
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 |
|
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.
|
|
Agent Information |
|
|
TenantSpace Management |
Function permissions for the system administrator, which do not need to be configured at the tenant level. |
|
IVR Management |
|
|
Notification Center |
|
|
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 |
|
|
Online Service |
|
|
Home |
- |
Configure functions frequently used on the home page. |
Case Management 2.0 |
Case Workbench |
Create cases, merge cases, and create tasks. |
Case Configuration |
|
|
Historical Case |
View historical cases. |
Permission |
Description |
|
---|---|---|
Message Center |
Message Send |
Send internal message notifications. |
Notification Center |
Sending a Bulletin |
Send bulletins through the 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.
|
Contact Record Management |
|
|
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 |
|
|
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 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 |
|
|
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 |
|
|
Email agent management |
|
|
Report |
Querying All Organization Report Data: Query the report data of all OUs in the tenant space. |
|
Transfer Record Management |
|
|
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. |
Configuring a User Group
User groups can be used to distinguish inspection objects during configuration of inspection relationships.
- Choose . 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
.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.
Feedback
Was this page helpful?
Provide feedbackThank you very much for your feedback. We will continue working to improve the documentation.See the reply and handling status in My Cloud VOC.
For any further questions, feel free to contact us through the chatbot.
Chatbot