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DESCRIPTION
Uncover new Discover user management capabilities, namely adding new hires and setting up groups, roles and users. This overview of user management enhancements provides the rationale for this best-practices approach and covers everything that administrators need to know about role-based configuration in contrast to managing access user by user.
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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
•
Insight Permissions
•
Fusion Permissions
•
Adding Users to Roles
• Two ways to accomplish – Assign Users to Roles button – Roles areas under each individual User
Profile
Assign Users to Role
21
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
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