Chapter 07. User Administration

About User Administration

A user is a member of your workforce who is assigned work in the course of application execution, or who accesses the Management Console for administration. Users are also called Administration Server users and queue users in the system.

Users may be assigned to more than one role, which sets the "personality" of the user and defines access to queues for work assignments. If a team is also associated to the role, each user who logs in with that role is automatically a member of the team. You can also directly add a user as a member of a team regardless of role.

 

User Skills

You can assign skills to users to define the important abilities and aptitudes that apply to them for working with applications. Skills are used to route work assignments using skills-based routing.

Users can be assigned skills based on:

  • Skill assignment made directly to the user
  • Inheriting skills based on team assignment
  • Inheriting skills based on role assignment
  • Individual user modification of the skill - role assignment

If skill values differ between role, team, and individual user, users inherit skills based on the following order of precedence:

  • Skills assigned directly to the user override all other settings.
  • If skills are not assigned directly to a user, skills assigned to the team override all other settings.
  • If skills are not assigned to a user or a team, skills based on the skill - role modifier override the other setting.
  • If all of the above skill settings are null, the system uses skills based on role assignment.

 

User Utilization

You can assign utilization settings to users. Utilization defines the workload capacity required for this user to complete a work item of a given type. A work item that involves a customer phone call likely requires 100% of a user's capacity, while an emailed troubleshooting ticket may only require 50% utilization for a senior-level technician.

Users can be assigned utilization levels based on:

  • Utilization assignment made directly to the user
  • Inheriting utilization based on team utilization values
  • Inheriting utilization based on role utilization values
  • Individual user modification of the utilization - role assignment
  • Inheriting utilization based on organization utilization values

If utilization values differ between role, team, organization, and individual user assignments, users inherit utilization levels based on the following order of precedence:

  • Utilization settings assigned directly to the user override all other settings.
  • If utilization settings are not assigned directly to a user, team utilization settings override all other settings.
  • If utilization settings are not assigned to a user or a team, utilization settings based on the utilization - role modifier override all other settings.
  • If utilization settings are not assigned to a user, team, or utilization - role modifier, role utilization settings override the other setting.
  • If all of the above utilization settings are null, the system uses utilization settings associated with the organization.

 

User-Role Modifiers

When setting up a user, you can modify any of the following values that the user inherits from an assigned role. These modified values apply only to that user:

  • Skill assignments
  • Queue assignments
  • Utilization assignments

 

Procedure: Administering Users

To access user administration functions, click the User Administration link on the Administration Home page. Clicking the User Administration link launches the User Administration wizard.

The User Administration wizard allows you to:

  • Search for an existing user
  • Create a new user
  • Assign a role to a user
  • Create a new role
  • Modify default role values assigned to the user (skills, queues, and utilization)
  • Assign existing skills to the user
  • Create new skills
  • Assign utilization levels for the user
  • Assign a user to an existing team
  • Create a new team

The following diagram is a map of the user administration process (Part 1 of 2):

The diagram of the user administration process continues below (Part 2 of 2):

 

User Administration Page

This section provides definitions for fields on the User Administration page.

Fields

Search Type

Specify one of the following search criteria types: First Name, Last Name, Login ID.

Search Value

Specify search criteria for the selected search type. You can use an asterisk (*) as a wild card to return all users.

Login ID

Login ID of the users who met the search criteria. Click the Login ID link to edit the user.

Agent ID

Agent ID of the users who met the search criteria.

First Name

First name of the users who met the search criteria.

Last Name

Last name of the users who met the search criteria.

Roles

Roles of the user who met the search criteria. Click the Roles link to change the roles assigned to the user.

 

Operations

Create User

This page includes a link to create a new user.

 

Edit User Page

This section provides definitions for fields on the Edit User page.

Fields

First Name

First name of the user.

Last Name

Last name of the user.

Login ID

Login ID for the user.

Password

The password the user enters when logging into the Administration Server.

Confirm Password

The password confirmation.

Email

The email address for the user.

Auto Connect Media

Indicates whether work items that contain media (such as phone calls or live chat) will automatically connect to the user
when assigned.

Alert Play Sound

(Not supported in this release) Indicates whether the user will be given a warning sound when an alert occurs.

Alert Pop Client Window

(Not supported in this release) Indicates whether the user will have the Administration Server maximized when an alert occurs.

Alert Set Focus to Client Window

(Not supported in this release) Indicates whether the user will have the Administration Server brought to the top of their desktop when an alert occurs.

Alert Send Email Notification

Indicates whether the user will receive alert email messages when an alert occurs.

Agent B2BUA

Indicates whether the user is a B2BUA Agent.

PBX Administrator

Indicates whether the user has PBX Administration rights.

Cost

The financial cost associated with assigning a work item to this user. The financial cost can be used to ensure that work is routed to the most cost effective resource available.

User-Defined Value 1

A user-defined variable used by your organization to route and assign work items. Valid values are from 0 - 100.

User-Defined Value 2

A user-defined variable used by your organization to route and assign work items. Valid values are from 0 - 100.

User-Defined Value 3

A user-defined variable used by your organization to route and assign work items. Valid values are from 0 - 100.

Extension

A local phone to contact the user.

SIP Password

A password for SIP-authentication.

Confirm SIP Password

SIP-password confirmation.

 

Roles for <User Name> Page

This section provides definitions for fields on the Roles for <User> page.

 

Fields

Role Name

The name of the role.

Role Description

A brief description of the role.

Alert Play Sound

(Not supported in this release) Indicates whether users assigned the role will be given a warning sound when
an alert occurs

Alert Send Email Notification

Indicates whether users assigned the role will receive alert email messages when an alert occurs.

Is Super User

Indicates whether users assigned the role have full administrative capability within the organization, regardless of other role permission settings.

Distribute My Queue Work Items Only

Indicates that users assigned the role will only receive work items assigned to them, or to a team of which
they are a member.

Can Access Deployment Area

Indicates whether users assigned the role can access the Deployment area of the Management Console to deploy applications.

Can Access Deployment Target Area

Indicates whether users assigned the role can access the Deployment Target area of the Management Console to deploy applications.

Can Access JDBC Area

Indicates whether users assigned the role can administer JDBC data source settings.

Can Access Application Server Area

Indicates whether users assigned the role can access the Application Server area of the Management Console to view and manage active applications.

Can Start Up/Shut Down Application Server

Indicates whether users assigned the role can start up or shut down the Application Server in the Application Server area of the Management Console. This option is only available to users of the Master Organization.

Can Edit Organization

Indicates whether users assigned the role can modify the organization to which they belong.

Can Access Queue Area

Indicates whether users assigned the role can administer queues.

Can Access Role Area

Indicates whether users assigned the role can administer roles.

Can Access Skill Area

Indicates whether users assigned the role can administer skills.

Can Access Status Area

Indicates whether users assigned the role can administer status values.

Can Access Campaign Management

Indicates whether users assigned the role can administer campaigns.

Can Access Team Area

Indicates whether users assigned the role can administer teams.

Can Access Update StarPound Application and Agent Server

Indicates whether users assigned the role can access the Update Work Item Server area.

Can Access User Area

Indicates whether users assigned the role can administer users.

Can Access Utilization Area

Indicates whether users assigned the role can administer utilization settings.

Can Access Telephony Area

Indicates whether users assigned the role can administer telephony settings

Can Access Switch Config Area

Indicates whether users assigned the role can administer switch configuration settings.

Can Access Custom Lib Area

Indicates whether users assigned the role can access the Library Administration Area.

Can Access Dashboard

Indicates whether users assigned the role can access the Dashboard.

Can Access Resource Pool Area

Indicates whether users assigned the role can access the Resource Pool Area.

 

Role Modifiers for <User Name> Page

This section provides definitions for fields on the Role Modifiers for <User Name> page.

You use this page to optionally modify the values this user inherits from this role. These modified values apply only to this user.

 

Fields

Name

The role assigned to the user. Check the checkbox next to the Role Name field and click Delete to remove a role modifier.

Modifier Type

Indicates the type of modification set up for the role. Values are:
  • Queue Modifiers
  • Skill Factor Modifiers
  • Utilization Modifiers

 

Operations

Add

Click the Add button to create a new role modifier for this user.

 

New Modifiers for <User Name> Page

This section provides definitions for fields on the New Modifiers for <User Name> page.

You use this page to create a new user-role modifier to override the role settings for this specific user.

 

Fields

Role

Select a role assigned to the user to create user-specific modifications.

Type

Select the type of modification required. Values are:
  • Queue Modifier
  • Skill Factor Modifier
  • Utilization Modifier

 

Queue Modifiers for <User Name> and <Role> Page

This section provides definitions for fields on the Queue Modifiers for <User Name> and <Role> page.

You use this page to set up specific queue settings for this user using this role. These settings override the role settings.

 

Fields

Queue

Select a queue that does not have a role modifier assigned, and click the Add button to set specific permissions for this
user and this role.

Queue Name

The name of the queue. Clear the checkbox next to the Queue Name field and click Done to remove the queue modifiers for this user and role. Click the Queue link to edit the queue permissions for this user and this role.

 

Operations

Create Queue

This page includes a link to create a new queue.

 

Permission Modifiers for <User> on <Queue> <Role> Page

This section provides definitions for fields on the Permission Modifiers for <User> on <Queue> <Role> page. You use this page to set up specific queue permissions for this user using this role. These settings override the role settings.

For each role, you must grant permissions for the users with that role to accomplish activities on each queue for each work item type. If you do not grant permission on the queue for a work item type, users with that role will not see work items of that type, even if their role includes access to the queue. You cannot grant access to a queue without granting permissions.

For example, you might grant permission for users with the Tech Support role to accept PC troubleshooting work items on the Help Desk queue. Without that permission, users with the Tech Support role would not see items with that work item type in the queue.

In order to grant permission to a work item type for this role and queue, you must first create a work item type in the Utilization area.

 

Fields

Work Item Type Name

The work item types associated with the organization. Check the checkbox next to the Work Item Type fields to give this user the indicated permission for the work item type on the queue.

Permission

The permission you can grant to the user for the work item type. Permission types include:
  • Accept. Permits the user to accept work items with the specified work item type on the queue.
  • Listen In. Permits the user to listen into phone calls associated to work items.
  • Transfer. Permits the user to transfer an assigned work item to another user.
  • End. Permits the user to end an assigned work item using the End button on the Media Control bar.

 

Skill Factor Modifiers for <User Name> and <Role> Page

This section provides definitions for fields on the Skill Factor Modifiers for <User Name> and <Role> page.

You use this page to set up specific skill settings for this user using this role. These settings override the role settings.

 

Fields

Skill Name

The name of the skill.

Skill Value

The name of the skill value associated with the skill.

Proficiency

A percentage that defines how proficient the user is with the skill when compared to other users.

Desire to Use

A percentage that defines how often the user should use the skill in relation to other users, and in relation to the user's other skills. You might use this percentage to indicate that, in spite of a high proficiency, a senior-level user should use this skill only as a backup for junior-level users.

 

Operations

New Skill

This page includes a button to add a new skill factor modifier.

 

User Skill Factor Modifier Page

This section provides definitions for fields on the User Skill Factor Modifier page.

You use this page to set up specific skill settings for this user using this role. These settings override the role settings.

You can enter up to three skill and skill value combinations on this page.

 

Fields

Skill Name

Select an existing skill to create a new skill value or to assign Proficiency or Desire to Use settings.

Skill Value

Select an existing skill value associated with the skill to assign Proficiency or Desire to Use settings.

Proficiency

A percentage that defines how proficient the user is with the skill when compared to other users.

Desire to Use

A percentage that defines how often the user should use the skill in relation to other users and in relation to the user's other skills. You might use this percentage to indicate that, in spite of a high proficiency, a senior-level user should use this skill only as a backup for junior-level users.

 

User Utilization Modifiers for <User Name> and <Role> Page

This section provides definitions for fields on the User Utilization Modifiers for <User Name> and <Role> page.

You use this page to set up specific utilization settings for this user using this role. These settings override the role settings.

In order to add utilization settings for this role, you must first create a work item type in the Utilization area.

 

Fields

Work Item Type

Select a work item type that has not been assigned to this user, and click the Add button to set specific utilization settings for this user and this role

Work Item Type Name

The name of the work item type for this utilization. Check the checkbox next to the Work Item Type Name field and click Done
to remove the work item type utilization modifiers from this user and role.

Percent Utilization

A relative value, expressed as a percentage, that indicates how many work items of this type that the system will route to a user with the role. This percentage is subtracted from a user's capacity when a work item of this type is assigned. For example, if the Percent Utilization for work item type "X" is set at 25%, a user could receive up to four "X" work items before
the system recognized the user as fully utilized. If the Percent Utilization for work item type "Y" is set at 10%, the user
could receive up to ten "Y" work items before the system recognized the user as fully utilized. This percentage applies to all work items routed to the user, not just the total percentage of a single work item type. For example, if the user received 2 "X" work items and 5 "Y" work items, the system would recognize the user as fully utilized.

Max Assigned

A number, expressed as an integer, which indicates the maximum number of work items of this type that the system will
route to a user with this role. For example, if the Max Assigned setting for work item type "A" is "3," all users with this
role can receive no more than three "A" work items. However, unlike Percent Utilization, the Max Assigned values for a given
work item type do not accrue against other work item types. For example, if the Max Assigned setting for work item "A" is "3" and the Max Assigned for work item "B" is "4," the system does not recognize the user as fully utilized when the user
receives three "A" work items, since the user may also receive up to four "B" work items.

Inherited Percent Utilization

The Percent Utilization for work items of this type, as defined at the level where the setting was inherited.

Inherited Max Assigned

The maximum number of work items of this type that can be assigned to a user, as defined at the level where the setting
was inherited.

Inherited Source

The source from which this work item type inherits utilization settings. Possible values for a role modifier are: Organization, Role, and Team.

 

Operations

Add Utilization

This page includes a button to create a new work item utilization.

 

Edit User Modifier Utilization Page

This section provides definitions for fields on the Edit User Modifier Utilization page.

You use this page to set up specific utilization settings for this user using this role. These settings override the role settings.

 

Fields

Work Item Type Name

The name of the work item type for this utilization.

Percent Utilization

A relative value, expressed as a percentage, that indicates how many work items of this type that the system will route to a user with the role. This percentage is subtracted from a user's capacity when a work item of this type is assigned. For example, if the Percent Utilization for work item type "X" is set at 25%, a user could receive up to four "X" work items before
the system recognized the user as fully utilized. If the Percent Utilization for work item type "Y" is set at 10%, the user
could receive up to ten "Y" work items before the system recognized the user as fully utilized. This percentage applies to all work items routed to the user, not just the total percentage of a single work item type. For example, if the user received 2 "X" work items and 5 "Y" work items, the system would recognize the user as fully utilized.

Max Assigned

A number, expressed as an integer, which indicates the maximum number of work items of this type that the system will
route to a user with this role. For example, if the Max Assigned setting for work item type "A" is "3," all users with this
role can receive no more than three "A" work items. However, unlike Percent Utilization, the Max Assigned values for a given
work item type do not accrue against other work item types. For example, if the Max Assigned setting for work item "A" is "3" and the Max Assigned for work item "B" is "4," the system does not recognize the user as fully utilized when the user
receives three "A" work items, since the user may also receive up to four "B" work items.

 

User Skill Factors for <User Name> Page

This section provides definitions for fields on the User Skill Factors for <User Name> page.

You use this page to assign skills and skill factors to this user.

 

Fields

Skill Name

The name of the skill.

Skill Value

The name of the skill value associated with the skill.

Proficiency

A percentage that defines how proficient the user is with the skill when compared to other users.

Desire to Use

A percentage that defines how often the user should use the skill in relation to other users, and in relation to the user's other skills. You might use this percentage to indicate that, in spite of a high proficiency, a senior-level user should use this skill only as a backup for junior-level users.

 

Operations

New Skill

This page includes a button to add a new skill factor.

 

User Skill Factor Page

The following section provides definitions for fields on the User Skill Factor page.

You can enter up to three skill and skill value combinations on this page.

 

Fields

Skill Name

Select an existing skill to create a new skill value or to assign Proficiency or Desire to Use settings.

New Skill Name

Enter a name to create a new skill.

Skill Value

Select an existing skill value associated with the skill to assign Proficiency or Desire to Use settings.

New Skill Value

Enter a name for a new skill value to associate with the specified skill name.

Proficiency

A percentage that defines how proficient the user is with the skill when compared to other users.

Desire to Use

A percentage that defines how often the user should use the skill in relation to other users, and in relation to the user's other skills. You might use this percentage to indicate that, in spite of a high proficiency, a senior-level user should use this skill only as a backup for junior-level users.

 

Utilization for <User Name> Page

This section provides definitions for fields on the Utilization for <User Name> page.

In order to add utilization settings for this role, you must first create a work item type in the Utilization area.

 

Fields

Work Item Type

Select a work item type that has not been assigned to this user, and click the Add button to create new utilization settings.

Work Item Type Name

The name of the work item type for this utilization. Check the checkbox next to the Work Item Type Name field and click Save
to remove the work item type utilization from this role.

Percent Utilization

A relative value, expressed as a percentage, that indicates how many work items of this type that the system will route to a user with the role. This percentage is subtracted from a user's capacity when a work item of this type is assigned. For example, if the Percent Utilization for work item type "X" is set at 25%, a user could receive up to four "X" work items before
the system recognized the user as fully utilized. If the Percent Utilization for work item type "Y" is set at 10%, the user
could receive up to ten "Y" work items before the system recognized the user as fully utilized. This percentage applies to all work items routed to the user, not just the total percentage of a single work item type. For example, if the user received 2 "X" work items and 5 "Y" work items, the system would recognize the user as fully utilized.

Max Assigned

A number, expressed as an integer, which indicates the maximum number of work items of this type that the system will
route to a user with this role. For example, if the Max Assigned setting for work item type "A" is "3," all users with this
role can receive no more than three "A" work items. However, unlike Percent Utilization, the Max Assigned values for a given
work item type do not accrue against other work item types. For example, if the Max Assigned setting for work item "A" is "3" and the Max Assigned for work item "B" is "4," the system does not recognize the user as fully utilized when the user
receives three "A" work items, since the user may also receive up to four "B" work items.

Inherited Percent Utilization

The Percent Utilization for work items of this type, as defined at the level where the setting was inherited.

Inherited Max Assigned

The maximum number of work items of this type that can be assigned to a user, as defined at the level where the setting
was inherited.

Inherited Source

The source from which this work item type inherits utilization settings. Possible values for a user are: Organization, Role,
and Team.

 

Fields

Add

This page includes a button to create a new work item utilization.

 

Edit User Utilization Page

This section provides definitions for fields on the Edit User Utilization page.

 

Fields

Work Item Type Name

The name of the work item type for this utilization.

Percent Utilization

A relative value, expressed as a percentage, that indicates how many work items of this type that the system will route to a user with the role. This percentage is subtracted from a user's capacity when a work item of this type is assigned. For example, if the Percent Utilization for work item type "X" is set at 25%, a user could receive up to four "X" work items before
the system recognized the user as fully utilized. If the Percent Utilization for work item type "Y" is set at 10%, the user
could receive up to ten "Y" work items before the system recognized the user as fully utilized. This percentage applies to all work items routed to the user, not just the total percentage of a single work item type. For example, if the user received 2 "X" work items and 5 "Y" work items, the system would recognize the user as fully utilized.

Max Assigned

A number, expressed as an integer, which indicates the maximum number of work items of this type that the system will
route to a user with this role. For example, if the Max Assigned setting for work item type "A" is "3," all users with this
role can receive no more than three "A" work items. However, unlike Percent Utilization, the Max Assigned values for a given
work item type do not accrue against other work item types. For example, if the Max Assigned setting for work item "A" is "3" and the Max Assigned for work item "B" is "4," the system does not recognize the user as fully utilized when the user
receives three "A" work items, since the user may also receive up to four "B" work items.

 

Teams for <User Name> Page

This section provides definitions for fields on the Teams for <User Name> page.

You use this page to directly add a user as a member of a team. If a team is associated to the role assigned to user, that user is automatically a member of the team.

 

Fields

Team Name

The teams of which this user is a member. Check the checkbox next to the Team Name field and click Finish to remove the team association from this user. Click an existing Team Name link to edit the team.

 

Operations

Create Team

This page also has a link to create a new team.

 

Edit Team Page (User Area)

This section provides definitions for fields in the Edit Team page.

 

Fields

Name

The name of the team.

Role

Select the name of the role associated with the team (if any).

Distribution Policy

Select the distribution policy of the team. Values are:
  • Group Ring, where all available users are notified of the new work item.
  • Round Robin, where work items are distributed to available users in rotation. The first item is assigned to the first user, the second to the second user and so on.
  • Sequential, where work items are distributed in priority order, always starting with the first user in the team order. If the first user is not available, the item is distributed to the second user or the next available user in sequence.
  • None selected, where work items are distributed using the distribution policy assigned to the queue or team.

Description

A brief description of the team.

Icon

(Not supported in this release) Icon associated with the team.

Alert Play Sound

(Not supported in this release) Indicates whether users assigned to the team will be given a warning sound when an alert occurs.

Alert Pop Client Window

(Not supported in this release) Indicates whether users assigned to the team will have the Administration Server maximized when an alert occurs.

Alert Set Focus to Client Window

(Not supported in this release) Indicates whether users assigned to the team will have the Administration Server brought to the top of their desktop when an alert occurs.

Alert Send Email Notification

Indicates whether users assigned to the team will receive alert email messages when an alert occurs.

Max Assignment Attempts

Indicates the maximum number of assignment attempts per team member when delivering a specific work item.
This applies to teams with Round Robin and Sequential distribution only. If a work item is not assigned to any
team member in the first pass through the available members, the system repeats the attempt to distribute the assignment.
Once this value is reached for a team member, no further attempts will be made to assign the work item to the team member.

Max Assignment Attempts per Recipient

Indicates the maximum number of assignment attempts per team member when delivering a specific work item.
This applies to teams with Round Robin and Sequential distribution only. If a work item is not assigned to any
team member in the first pass through the available members, the system repeats the attempt to distribute the assignment.
Once this value is reached for a team, no further attempts will be made to assign the work item to the team member.

Cost

The financial cost associated with assigning a work item to this team. The financial cost can be used to ensure that work is routed to the most cost effective resource available.

User-Defined Value 1

A user-defined variable used by your organization to route and assign work items. Valid values are from 0 - 100.

User-Defined Value 2

A user-defined variable used by your organization to route and assign work items. Valid values are from 0 - 100.

User-Defined Value 3

A user-defined variable used by your organization to route and assign work items. Valid values are from 0 - 100.

Extension (Group ID)

The ID that identifies the team on the phone switch. This ID is required to use the Group Ring distribution method.