Creating and Modifying Users

Creating and Modifying Users

Overview

This article describes how to create and modify users

Creating a user

  • Log in as an Administrator that has access to the User Tab
  • Navigate to the User tab

Avatar

The avatar that is loaded on the User tab will be visible to other users in the company directory

To load a personalized avatar

  • click the default Avatar
  • a window will open.
  • Navigate to the folder on your computer that has the image you wish to upload as the personalized Avatar
  • Select the image
  • after a few moments the image you have selected will replace the default avatar

Enabling a user

When creating a user you will see that there is a toggle switch under the word Enabled. By default the toggle switch is set to the off position. You can create a new user without changing the default, However in order for the user to log into the system the toggle switch must be in the on position

User

First Name field is where you will enter the first name of the user

Last Name field is where you will enter the last name of the user

Email field is where you enter a valid email address for the user. It is essential that the email address is valid as this address will be used to send the user a link for the creation process.

The email address will also be used to send the user voicemails*. NOTE voicemails are also accessible through the Thrio user interface.

Extension is where you will enter the user’s extension. This is important if your call flow will be allowing callers to enter an extension number to reach a particular user

User profile Identifier field allows you to assign the user a profile. The profile determines the user’s access in the user interface. to select a user profile

  • select the open pop up window icon.
  • A window will open with a list of user profiles to assign to this user.
  • You can select only one profile for each user
  • By default your choices are Administrator, Agent, Supervisor or Quarterback. It is also possible to have custom user profiles. You can create custom user profiles on the user profile tab

Language identifier field is where you select the preferred language of the user you are configuring.

To select a language:

  • select the open pop up window icon.
  • A window will open with a list of languages to assign to this user.
  • You can select only one language for each user
  • By default your choices are English, French, Portuguese or Spanish

NOTE: This will not force the user to log in with the selected language. The User will be able to select the language for the UI during log in.

Timezone field is where you select the preferred timezone of the user that you are configuring.

To select a timezone:

  • Select the arrow to the right of the field this will open a select window.
  • Choose the preferred timezone for this user from the list presented

Messaging

The options in the messaging section deal with digital communication such as Chat

Pseudonym is a text field You can type a name that will display to customers when they are chatting with this user. If no pseudonym is entered the system will display the user’s first name

Welcome message field is a text field. You can type in a message that will display to customers when this user accepts a Thrio chat or a social media chat. Having a welcome message means the user does not need to type a message to a customer acknowledging that the chat has been accepted. An example of a welcome message could be “Hi this is Anne, How may I help you today?”

Compliance

Verify Consent on Dial you will see that there is a toggle switch. By default the toggle switch is set to the off position. If you enable verify consent on dial, every time this user attempts to make an outbound call the system will verify if the area code that is being dialled is within business hours. in addition, the system will verify If the phone number exists in the local consent database. If the consent type is set to DNC, Opt Out, or reassigned the system will provide a warning to the user. The user will be able to override the warning and place the call if needed.

Telephony

Phone type: This is where you configure the phone type the user will use when making or receiving calls.

  • Select the open pop up window icon.
  • A window will open with a list of Phone types. The list consists of 3 options

PSTN is a direct dial number where you can be reached eg. a landline or a mobile phone

SIP This is where you would enter the SIP address of the user’s SIP phone. SIP requires you to have a Physical SIP phone or SIP client installed on your computer

WebRTC will connect calls directly to your computer while you are logged into the Thrio user interface

Number is where you would enter your PSTN phone number so that the system knows where to reach you

NOTE: Number can also be used to enter the phone number of your direct line for incoming calls but you can only use this field for 1 purpose at a time

Percentage of Max Recording Analysis Minutes to enable max recording message for the user you select the ball on the slide bar and drag it to the right to increase the percentage of minutes and slide the ball to the left to decrease the percentage of recording analysis minutes.

In order to have recordings transcribed ,You must enable Recordings Analysis Minutes on three levels

  • The System Administrator must enable a Max Recording Analyses Minutes for the company
  • An Administrator must enable Max Recording Analyses Minutes for the campaign
  • An Administrator must enable Max Recording Analyses Minutes for the User

eg. The system Administrator sets the Max Recording Analyses Minutes to 1000

The Administrator may want to record calls from 2 different campaigns. In order to do so

the administrator sets the Max Recording Analyses Minutes to 50% for each of the campaigns. This Guarantees that 1 campaign does not use up all 1000 minutes

The Administrator also needs to decide what percentage to assign to this user

The Administrator can choose an appropriate Percentage of Max Recording Analysis Minutes here at the User level

If any of the limits are reached than the system will decide not to record the call

NOTE: There is a cost for Recording Analyses Minutes so you may not wish to record all calls

Work OffHook

By Default the Work OffHook toggle switch is set to the disabled position

With the Work OffHook in the disabled position the user’s phone will hang up at the conclusion of every call

If you enable Work OffHook the user will stay connected to the system between calls.*

In a high volume call center where users receive calls in rapid succession it would be advised for the users to work OffHook rather than resetting their line between each call

ACD

Allow ACD Changes If you enable ACD changes this will allow this user access to the ACD tab in user settings. If the User has access to the ACD settings he has the ability to enable or disable:

  • Auto Accept Workitem
  • Auto Login to ACD
  • ACD Login Status

The user can also decide which queues he wishes to log into and which channels to log into

NOTE It is recommended that this feature is only given to the most trusted users. By default Allow ACD Changes is set to disabled

Auto Accept Workitem If you enable Auto Accept Workitem this user will no longer be required to accept any ACD workitems. As soon as the work item is offered the workitem will become active. A User that is working OffHook and has auto accept enabled will get connected to each subsequent call without having to accept or pick up the phone.

NOTE: All users should be trained to change their status to a busy status before stepping away from their computers. For users who have Auto Accept Workitem enabled it is especially important because the workitems they receive will automatically be answered and they will not go to a no answer status.

Auto Login To ACD If you enable Auto Login To ACD this user will be automatically logged into the ACD every time they login to Thrio. If Auto Login To ACD is not enabled the user must take the extra step to select login to the ACD after having logged in to Thrio. Not enabling Auto Login To ACD is especially useful for a user whose main duties do not include taking workitems from the ACD, eg. Supervisors who monitor userss may not wish to be automatically logged into the ACD but still have the ability to choose to log into the queues if queue times begin to grow

ACD Login Status allows you to choose the status of this user when they first login to the ACD. If you wish the user to start receiving workitems right away you would select an available status, If you wish the user to have a few moments after logging in to get ready you can choose a busy status on login and the user will make themselves available when they are ready.

Disposition

At the end of every workitem a user can choose a disposition. The dispositions can be assigned by campaign and by workitem type. Dispositions allow the user to classify the workitem

was the issue resolve, Does the customer need further assistance etc By default every workitem requires a disposition

Disable Disposition if this feature is enabled the system will auto disposition every workitem. This will mean one less step for the user with each workitem but there is also no means for the user to provide a disposition that can be reported upon.

Enable Disposition Notification if this feature is enabled you will receive a notification to disposition a workitem once the time allotted in the Delay Notification field expires

Delay Notification this is the field where you select the time to allot to this user to disposition a workitem, when you enable Disposition Notification

Voicemail

Voicemail Greeting this is where you can listen to the user’s voicemail greeting

you can play the greeting by selecting the triangular play icon

if you wish to skip ahead in the recording you can select the ball on the slide bar and drag it to the right. To listen to an earlier portion of the prompt you would drag it to the left

to mute the recording select the speaker icon. To unmute the recording select the speaker icon again

to upload a voicemail greeting for this user select the circle with the three ellipses. A window will open. Navigate to the folder on your computer that contains the recording you wish to upload select the file and select open. This will upload the file to the server. You will see the name of the file you have just uploaded on the bar below.

Default Disposition on Voicemail if this feature is enabled, the system will automatically disposition all voicemails left from this user with the status selected

To select a status select the pop up window icon on the right. A window will open with the list of dispositions. Select the radio button next to the disposition you wish to use and then select OK

The name of the disposition that will be used for all voicemails will appear on the bar below. To disable Default Disposition on Voicemail select the x to the right of the pop up window icon. This will clear the disposition on the bar below

Tracing

Enable Client Side logging if this feature is enabled the browser will display more data in the Javascript console.

This feature should only be enabled at the direction of support for troubleshooting purposes

Enable Server Side logging if this feature is enabled the server logs will capture more data about this users transactions

This feature should only be enabled at the direction of support for troubleshooting purposes

Queues

In order for a user to receive work items from the ACD the user needs to belong to a queue.

To add a user to a queue *select the + sign next to Queues. A pop up window will open with the list of all the previously created queues.

To add a user select the checkbox next to the queue name and select OK. the window will close and underneath Queues you will see the new queue has been added*

To remove a user from a queue *select the + sign next to Queues. A pop up window will open with the list of all the previously created queues.

To remove a user unselect the checkbox next to the queue name and select OK. the window will close and underneath Queues you will see the queue has been removed*

Alternately you can remove a queue from user by selecting the red garbage can on the queue you wish to remove from this user. The queue will disappear from the list of queues associated to this user

Skills

You may decide to use skill based routing to route calls. You would need to set this up in the campaign workflow and on each users’s skills

the campaign will determine which skills to use route the workitem. The user’s skills will help to determine which user is best suited to receive the workitem

To add a skill to a user *select the + sign next to Skills. A pop up window will open with the list of all the previously created Skills.

To add a Skill select the checkbox next to the skill name and select OK. the window will close and underneath Skills you will see the new skill has been added*

Once a skill has been added you should provide a skill score. Select the dropdown on the newly added skill and choose a value between 1 and 10 where 1 is the lowest skill level and 10 is the highest skill level

To remove a skill from a user *select the + sign next to Skills. A pop up window will open with the list of all the previously created skills.

To remove a skill unselect the checkbox next to the skill name and select OK*. the window will close and underneath Skills you will see the skill has been removed

Alternately you can remove a skill from user by selecting the red garbage can on the skill you wish to remove from this user. The skill will disappear from the list of skills associated to this user

Supervised Queues

If a user has supervisory rights and will be monitoring Queues in dashboards and/or reports than the user must have queues assigned in Supervised Queues

To add a Supervised Queues to a user *select the + sign next to Supervised Queues. A pop up window will open with the list of all the previously created queues.

To add a Supervised Queues select the checkbox next to the queue name and select OK. the window will close and underneath Supervised Queues you will see the new queue has been added*

To remove a queue from a Supervised Queues *select the + sign next to Supervised Queues. A pop up window will open with the list of all the previously created queues.

To remove a queue unselect the checkbox next to the queue name and select OK. the window will close and underneath Supervised Queues you will see the queue has been removed

Alternately you can remove a queue from user by selecting the red garbage can on the queue you wish to remove from this user. The queue will disappear from the list of queues associated to this user*

Supervised Users

If a user has supervisory rights and will be monitoring users in dashboards and/or reports than the user must have users assigned in Supervised Users

To add a Supervised User to a user *select the + sign next to Supervised Users. A pop up window will open with the list of all the previously created users

To add a Supervised User select the checkbox next to the user’s name and select OK. the window will close and underneath Supervised Users you will see the new user has been added

To remove a Supervised User from a use select the + sign next to Supervised Users. A pop up window will open with the list of all the previously created users.

To remove a user unselect the checkbox next to the user’s name and select OK. the window will close and underneath Supervised Users you will see the user has been removed*

Alternately you can remove a User from Supervised Users by selecting the red garbage can on the User you wish to remove from this user. The user will disappear from the list of supervised users associated to this user

Supervised Campaigns

If a user has supervisory rights and will be monitoring campaigns in dashboards and/or reports than the user must have campaigns assigned in Supervised Campaigns

To add a supervised campaign to a user *select the + sign next to Supervised Campaigns. A pop up window will open with the list of all the previously created campaigns.

To add a supervised campaign select the checkbox next to the campaign name and select OK. the window will close and underneath Supervised Campaigns you will see the new campaign has been added*

To remove a campaign from Supervised Campaigns select the + sign next to Supervised Campaigns. A pop up window will open with the list of all the previously created campaigns.
To remove a campaign unselect the checkbox next to the campaign name and select OK. the window will close and underneath Supervised Campaigns you will see the campaign has been removed

Alternately you can remove a Campaign from Supervised Campaigns by selecting the red garbage can on the campaign you wish to remove from this user. The campaign will disappear from the list of supervised users associated to this user

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