connect 13 - user management

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User Management

Lou CockerhamEducation Specialist

Overview

• Definition • Role setup • Permissions • Adding users to roles • Best practices

Definition

• Roles – defines what users can do in the system and are organized by users, groups and roles

Role Setup

Permissions

• Default permissions – System – Coaching – Reporting – Player– User Edit Field– Associated Uptivity group – Group– ACD gate

System Permissions

• In hands of System Administrator

Coaching Permissions

• Empowers supervisors, managers, directors

Reporting Permissions

• Provides information/data to assist in daily operations

Player Permissions

• Determines the flexibility in managing the recorded call

User Edit Field Permissions

• Selected fields can have labels changed on Web Portal settings’ terminology page

Associated CallCopy Group

• Group permissions give users access to call records and other items created by members of an Uptivity group

ACD Group or Gate/Queue

• ACD Group and Gate/Queue permissions give users access to call records and other items created by members of those groups

Permissions

• Add-on permissions – Survey– Analytics– On-Demand– Insight– Fusion

Survey Permissions

Analytics Permissions

On-Demand Permissions

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Insight Permissions

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Fusion Permissions

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Adding Users to Roles

• Two ways to accomplish – Assign Users to Roles button – Roles areas under each individual User

Profile

Assign Users to Role

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User Profile

Best Practices

• Planning is key – List out all job roles of users who will be accessing system – Starting point

• Develop plan for maintenance – Adding new-hires and removing NLWCs

• Click “Save” when making changes • Use description field

Questions?

Thank you!

• web | www.uptivity.com• phone | 888.922.5526• email | info@uptivity.com