Settings
Contents
- 1 My Account
- 2 User Management
- 2.1 Use Role Descriptions
- 2.2 User Roles & Permissions
- 2.2.1 Roles
- 2.2.2 Permissions
- 2.2.3 Setting User Roles & Permissions
- 2.2.4 Adding a User
- 2.2.5 Creating a Team
- 2.2.6 Allowing a CSR to view their calls
- 3 Company Structure
Settings is where you manage your Account and Users on the platform.
There are three sections to Settings:
My Account
User Management
Company Structure
Depending on the user role and permissions, not all settings will be visible to the user.
My Account
My Account is where you can add or change details about yourself, including your username and email.
User Management
User Management is where you manage users on the platform, including adding, deleting or changing user permissions.
There are two levels of management:
Roles: determines what dashboards may be viewed by the user.
Permissions:
View - can only view dashboards for that company or organization based on the role assigned.
Create/Edit - as for View, but can create new data (eg organizations or apps) under the company or organization, and can modify existing data for the company or organization.
Use Role Descriptions
There are five roles that can be assigned to a user:
Role | Description |
|---|---|
Administrator | Administrators can add and remove users and manage organization-level settings, and view results across the organization. |
Contact Center Leader | Contact Center Leaders can view all agents but cannot add or remove users, nor can they manage organization-level settings. |
Team Leader | Team Leaders can view results from their own team members |
Coach | Coaches help agents improve their performance by providing guidance, feedback, and targeted training when needed. |
Customer Service Representative | Customer Service Representative (ie agents) can view their own results and search their own calls |
Once a role has been assigned to a user it cannot be changed. If a change in role is required, you will need to delete the user and add them again.
User Roles & Permissions
Roles
Dashboard | Admin | Contact Center Lead | Team Leader | Coach | Customer Service Representative |
|---|---|---|---|---|---|
Performance Page | ✔️ | ✔️ | ✔️ | ✔️ |
|
Agents | ✔️ | ✔️ | ✔️ | ✔️ |
|
Agent Details | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
Conversation Search | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
Applications | ✔️ |
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Settings (My Account) | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
Settings (User Management) | ✔️ |
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Settings (Company Structure) | ✔️ |
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Permissions
Permission | Admin | Contact Center Lead1 | Team Leader | Coach | Customer Service Representative |
|---|---|---|---|---|---|
Create/Edit | ✔️ | ✔️ |
|
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|
View |
| ✔️ | Can only view interactions for their team | ✔️ | Can only view their interactions |
Contact Center Lead can be configured to be either Create/Edit or View only.
Setting User Roles & Permissions
Only users with an Administrator role can assign and change permissions.
Select the three dots next to the user under the Action header.
Select Permissions.
A window will pop-up that will contain a row for the Company and a row for each Organization associated with that Company.
Depending on their assigned Role, users can be assigned either View or Create/Edit permissions at the Company or individual Organization level.
View - a user’s ability to view dashboards for that company or organization
Create/Edit - as for View, but can also create new data under that company or organization, and to modify existing data for that company or organization
Company-level permissions - gives a user permissions within the specified company, including all organizations within the company.
Organization-level permissions - gives a user permissions within the specified organization. Users can be assigned multiple organizations.
Adding a User
Select the Add user button.
Complete the user details, select their role and then select Add.
The email address of the user must match the domain names associated with the company’s account.
For example, if the ACME Corporation have “acme.com; acme.net” as their nominated domain names, then only email address ending with @acme.com and @acme.net will be accepted as a valid email address for the user.
For non-SSO accounts, the user will be directed to set up their password.
Once completed, the user will be directed to the login screen.
Creating a Team
Once a user has been added as a Team Leader, CSRs can be allocated to the Team Leader.
Team Leaders can then reviews the results from their allocated team, but will not be able to view the results of other CSRs.
Allocating a CSR to a Team Leader
Select the three dots next to the CSR under the Action header.
Select Assign Team Leader.
From the pop-up window, select the Team Leader to which the CSR will be assigned.
Allowing a CSR to view their calls
A CSR has to be assigned to a Team Leader, so one Team Leader has to be added to users prior to a CSR can be added.
Each agent will need to be added as a CSR and then assigned an AgentID/Name.
An agent will need to have calls in the platform before an AgentID/Name can be assigned.
Select the three dots next to the CSR under the Action header.
Select Assign AgentID/Name.
From the pop-up window, select the AgentID/Name from the drop down list.
Company Structure
Wordbench uses a 3 level hierarchy structure consisting of:
Company
Organization(s)
Folder(s)
At the top, each user account is associated with a single Company, generally defined as the company the user works for.
A Company must have at least one Organization, which generally represents a group or department within a company. A user account has configurable Company- and Organization-oriented permissions.
In WordBench, interactions (audio, mail or chat) are categorized by its source into Folders. Each folder is associated with one Organization within a Company. Applications, customized analytics tools, are set up in the Applications section. Each Application can be associated with multiple folders of an Organization and cannot be shared across Organizations.
The Company Structure section will initially show the Organizations associated with that Company.
Selecting an Organization will expand the box to show the folders associated with that Organization.
Adding, deleting or editing an Organization or Folder is simply a matter of selecting the add (+), delete (🗑️) or edit (🖋️) icons next to the Organization or Folder.