1. How to set the user settings within the Agent Workspace?
When selecting the User Abilities, we can choose if the user will hold permissions for specific channels, etc.
1a. Log in to the Agent Workspace with an account holding ADMIN permissions.
1b. Click on the Settings in the lower-left corner.
1c. In the scrolling toolbar that opens on the left side, click on the Users tab.
1d. Click on the icon in the left corner where you will see the option Add.
1e. You will see a window where you will be asked to fill in the following details: photo, first name, last name, e-mail, username, phone, force all users to change passwords, generate password automatically, password, password verification, managers, staff, User color (everything that appears in boldface is mandatory to set up a user).
1f. After entering the details, click on Add New.
1g. After adding the user, hover on the right side of the user you defined, and click on Abilities which will appear.
1h. In the new window that opens, you can define the capabilities of the specific agent (relevant channels, business hours, etc.).
1i. Click Save Abilities to apply the changes you made.
2. How to set the manager activities?
The Manager Operating settings section allows for system managers to set time frames in the Agent Workspace where the agents can update the agent's status: Lunch break, team meeting, paperwork, etc.
2a. Log in to the Agent Workspace using an account with ADMIN permissions.
2b. Click on Settings icon in the lower left corner.
2c. In the toolbar that expands/compresses on the left side under the Users tab, click on Manager permissions.
2e. Click on the Add (+) button.
2f. In the new window that opens, select the relevant status (active, busy, away) then the status name (ex: meal break) and you can select the maximum time duration of that specific status, and if there is an delay, you will be able to see it in the report.
2g. Click Add.
2h. You can now see the new status in the upper right corner below the Agent Workspace username.
3. We want to delete several customer service agents' users, but we receive an error message saying that this process cannot be completed. Why?
In most instances where you cannot delete a user means that there are channels within the system that that same user installed from his account. You will need to contact your Customer Success Manager (CSM) with a request to transfer the account details of the users that you would like to delete to another user.
4. How can we change the system's operating language which is displayed to the agent (not connected to the brand)?
4a. After connecting to the Agent Workspace, click on the agent's profile (located in the upper-right hand corner).
4b. Hover the mouse cursor over the sub-tab User Settings and click on General beneath the page scroll bar that emerges.
4c. Click on the upper text field named Language and select the display language for the Agent Workspace system.
5. We want to change the theme displayed for us within the Agent Workspace. How to do this?
5a. After connecting to the Agent Workspace, click on the agent's profile (located in the upper-right hand corner).
5b. Hover the mouse cursor over the sub-tab User Settings and click on General beneath the page scroll bar that emerges.
5c. Click on the second option named Theme and select the theme you would like the Agent Workspace system to be displayed in.