1 SYNTHESYS MANAGEMENT User Management Synthesys.Net User Management 1
2 SYNTHESYS.NET USER MANAGEMENT INTRODUCTION...3 STARTING SYNTHESYS USER MANAGEMENT...4 Viewing User Details... 5 Locating individual Users... 6 Modifying User Details... 7 Resetting an existing Password... 8 Unlock User... 9 Logoff User... 9 Adding New Users Assigning User Permissions Available Permissions Assigning User Skills and Attributes SKILLS BASED USER SEARCH Selecting existing search criteria Creating a new search Defining Criteria for a new Search Saving Search Conditions Editing and deleting Search Conditions Viewing Search Results Assigning Users to Teams ACTIVE DIRECTORY INTEGRATION Importing Users from Active Directory Synthesys.Net User Management 2
3 INTRODUCTION Depending on the permissions assigned to a user, individuals with access to the User Management page will be able to: View details of existing users Add new users Assign permissions to individual users Assign specific skills and attributes to users Modify details and permissions of existing users New user skills and attributes are initially added to the CS_USERS table via the Entity/ CRM control. They are then assigned to the individual users in Synthesys Management, using the Skills tab of the User/ User Details dialogs. Using Active Directory integration, users will be created and managed directly through Active Directory, rather than via Synthesys User Management. Please see the section on Active Directory for more information. Synthesys.Net User Management 3
4 STARTING SYNTHESYS USER MANAGEMENT In the Synthesys Management main page: Click the User Management tab at the top of the screen. The Users page will be displayed, showing the first ten Synthesys users in alphabetical order. User Management tab, to open the Users pages Users section, listing users set up in Synthesys Search option Page navigation User Details section with Personnel Details, Permissions & Skills tabs Add User button, for entering new user details Please see the following pages for a description of the options available in the User Management page. Synthesys.Net User Management 4
5 Viewing User Details In the Synthesys Management main page: Click the User Management tab at the top of the screen, to display the Users page, initially showing the first ten Synthesys users in alphabetical order. To display further users on subsequent pages, enter a specific page number, or use the arrow buttons, to move to the next page. Select a specific user in the Users section, to display additional details in the User Details section, including user name, the Role, Primary Team and current user state. Click the Personnel Details tab, to view further information associated with the user. Click the Permissions tab, to view the access permissions assigned to the user. Click the Skills tab, to view skills and attributes assigned to the user. Synthesys.Net User Management 5
6 Locating individual Users To quickly look up details for a user or users assigned to a specific role, use the Search option in the User Management screen. On the top right of the Users page, click Search. This will open the Search dialog. Enter your search criteria, as required, into the relevant field(s). Click the Search button, to display the relevant information. To edit user details, click the pencil icon on the right. To show the list of all users again, click the Show All button. Synthesys.Net User Management 6
7 Modifying User Details To edit information for existing users: Click User Management in the Synthesys Management main page. In the Users page click on Search in the top right of the Users page Click your right mouse button on the user and select Edit User... from the list. In the User Details dialog now displayed, make any changes to the existing details, as required. To change existing permissions, click the Permissions button. To change existing skills, click the Skills tab. Click OK to save the information, or Cancel to cancel the action without saving the changes. Using Active Directory integration, a user s details will be modified directly through Active Directory, rather than via Synthesys User Management. Please see the section on Active Directory Integration for more information. Synthesys.Net User Management 7
8 Alternatively, edit details by selecting the user in the Users screen Click the pencil icon to open the Edit mode. Exit the Edit mode by clicking on the pencil icon again, before selecting another tab. Resetting an existing Password To reset an existing user password: Click User Management in the Synthesys Management main page. In the Users page, click your right mouse button on the user and select Reset Password... from the list. Enter and confirm the new password, then click OK Using Active Directory integration, a user s password will be changed directly through Active Directory, rather than via Synthesys User Management. Please see the next section on Active Directory Integration for more information. Synthesys.Net User Management 8
9 Unlock User To enable a user to log back into the Synthesys Portal after being locked out for using an incorrect user name or password Click User Management in the Synthesys Management main page. In the Users page, right click on the user, and select Unlock User from the drop down list. Logoff User Using the Logoff User option users can be ejected from the system. This is useful if, for example, a user is logged out following a system crash and unable to log back in. To force the simultaneous logoff from all Synthesys.Net modules, including Synthesys Management, the Synthesys Interaction Studio and the Synthesys Portal Click User Management in the Synthesys Management main page. In the Users page, right click on the user, and select Logoff User from the drop down list. A message will inform you that you are about to eject the selected user from all Synthesys.Net modules. Synthesys.Net User Management 9
10 Adding New Users Details for new users are added via the User Details and Permissions tab headings in the User Details dialog. Using Active Directory integration, new users will be created directly through Active Directory, rather than via Synthesys User Management. Please see the section on Active Directory for more information To add details for new members of staff using Synthesys Management: Click the User Management tab at the top of the Synthesys Management screen. In the Users page, right click on a user and select Add User... from the drop down menu, or alternatively click the Add Users button at the bottom left of the User Details section. In the User Details dialog subsequently displayed Enter the personal details and login details for the new user and select a role, a primary team and date of birth, as required. Click the Permissions tab, to assign the required access permissions for the user. Please see next page for more information. Synthesys.Net User Management 10
11 Assigning User Permissions When adding new users, the users are assigned to a role, reflecting the tasks that they will carry out within Synthesys. Each role, i.e. Agent or Account Manager, has a set of standard permission associated with the role. Additional permissions can then be assigned to a selected user via the Permissions dialog. Click the User Management tab in the Synthesys Management screen. In the Users page, locate and right click on the user, whose permissions you wish to edit. Select Edit User.. from the drop down menu. In the User Details dialog, select Permissions. The existing user permissions are displayed in the Role Permissions section. To add additional permissions Select the permission in the Available Permissions section. Use the arrow > to move it into the Assigned Permissions section. To remove additional permissions Use the arrow < to move the permission from Assigned Permissions back into the Available Permissions section. Click OK to save the information. Click Cancel, to cancel the action without saving the changes. Synthesys.Net User Management 11
12 Available Permissions Permission Administrator CRM Launcher Edit Webflow Description The Administrator permission automatically allows access to all available permissions. Not applicable in the current version. Permission to edit webflows in the Synthesys.Net Interaction Studio. If the Use Team Based Webflow Edit Permission option is enabled, then users without Administrator permission need to be a member or team manager of the same team as the webflow, or of one of the parent teams of the team containing the webflow, to edit/ publish webflows. Hold Calls Live Monitor Manage Outbound Manage Teams Manage Users Parked Calls Publish Webflows Permission to Hold and retrieve held calls via the Synthesys Portal in the Web Browser and to view call details of held calls. Permission to view real-time information of call centre activities in the Synthesys Dialler Platform, with information about Queue distribution, Agent State, Handled Call Results being visually represented in graphs. Not applicable in the current version. Permission to add and delete teams in the Synthesys Management module and to assign agents and campaigns to teams. Permission to add and modify users in the Synthesys Management module and to manage user permissions. Permission to Park and retrieve parked calls via the Synthesys Portal in the Web Browser and to view details of parked calls. Permission to publish webflows in the Synthesys.Net Interaction Studio so that agents can take calls on the latest version. If the Use Team Based Webflow Edit Permission option is enabled, then users without Administrator permission need to be a member or team manager of the same team as the webflow, or of one of the parent teams of the team containing the webflow, to edit/ publish webflows. Report Viewer Not applicable in the current version. Take Calls Manage Entities Permission to handle calls via the Synthesys Portal in the Web Browser. Permission to configure the Entity control and Entity Input and Output actions. Manage Synthesys Manage Workflows Gives users the right to access Workspace Management and to manage users and teams. Not applicable in the current version. Synthesys.Net User Management 12
13 Assigning User Skills and Attributes Skills and attributes are assigned to users via the Skills tab of the User Details dialog. New user skills and attributes are initially added to the CS_USERS table via the Entity/ CRM control. They are then assigned to the individual users in Synthesys Management, using the Skills tab of the User/ User Details dialogs. Click the User Management tab at the top of the Synthesys Management screen. Locate and right click on the user and select Edit User.. from the drop down menu to open the User Details dialog. In the User Details dialog, select Skills. In the Skills page, all available user skills and attributes, as added to the CS_USERS table via the Entity/ CRM control, are displayed. Assign the skills and attributes for the selected user, as required, in the Value column of the Skills dialog. Click OK to save the information. Click Cancel, to cancel the action without saving the changes. Synthesys.Net User Management 13
14 SKILLS BASED USER SEARCH Using the Search tab in Synthesys Management, contact centre managers or supervisors can search for users based on their skills and attributes, and to assign these users to the relevant teams. Clicking the Search tab will open the Advanced Search dialog, where supervisors can specify conditions for a new search or select a previously defined search. Staff members that match the search criteria are displayed in the Search Result dialog, from where they can be moved or copied to the appropriate teams. New skills and attributes are initially added to the CS_USERS table via the Entity/ CRM control. They are then assigned to the individual users in Synthesys Management, using the Skills tab of the User/ User Details dialogs. Selecting existing search criteria Click the Search tab in Synthesys Management. Select Use existing (saved) search in the Advanced Search dialog. In the Search name field, select the relevant search name from the drop down list. Click the Save Filter and Search button, to show the users that match the search criteria. Creating a new search Click the Search tab, to open the Advanced Search dialog. Select Create search, click into the Search name field, and enter a new search name. Click the Filter button, to define the new search criteria, as required. Please see next page for more information. Synthesys.Net User Management 14
15 Defining Criteria for a new Search In the Create Search dialog you can add conditions for a new search, and edit or delete the condition discs created. The condition discs can be displayed in auto layout or via the text editor. To define conditions for the first search criteria Click the Add Condition button, to open the Create Condition dialog. Use the Data Field drop down list, to select the criteria on which to base your search, e.g. Experienced. Select the relevant Operator and Operator Parameter from the respective drop down lists, i.e. Operator = Equal and Operator Parameter = True. The Condition Name field shows the search criteria set: USERS Experienced = True. Click the Create Condition button, to create the condition. Click Cancel, if you do not wish to create the condition. Create any further conditions as required following the above steps. Synthesys.Net User Management 15
16 Saving Search Conditions To save the search criteria that you have specified Click the Save Changes button. A message: Success! Import conditions saved will appear at the bottom right of the dialog, to confirm that the condition has been saved. Editing and deleting Search Conditions To edit a search criteria, select the disc containing the condition that you wish to edit and click the Edit Condition button to make any changes, as required. To delete a search criteria, select the disc with the details that you wish to delete and click the Delete Condition button. When you have created all required search conditions Click CLOSE at the top right of the screen, to return to the Advanced Search page. Synthesys.Net User Management 16
17 Viewing Search Results To return the users that match either a newly created or existing search Check that the Search name field contains the name of the relevant search. Click the Save Filter and Search button, to open the Search Result dialog. All users that match the particular skills and attributes defined under the selected search name will now be displayed in the Search Result screen. The ID and Name columns in the grid show the user ID and username of staff members displayed. The Active column shows True if a user is active, else False. The Team(s) column lists the teams of which the users displayed are currently members. For information about assigning users to the required teams, please see the next page. Synthesys.Net User Management 17
18 Assigning Users to Teams Any user displayed in the Search Result dialog can now be moved or copied to the appropriate team. To move users out of their current team(s) into a selected team Tick the checkbox next to the user(s) that you wish to move. Click the Move button at the top of the grid. In the Move User page, select the target team from the drop down list. Click the Move button at the bottom right of the dialog, to re-assign the agent to the selected team, or Cancel the action. To copy users to a another team, in addition to their current team(s) Tick the checkbox next to the user(s) that you wish to copy. Click the Copy button at the top of the grid, to open the Copy User page. Select the target team from the drop down list and click Copy to add the agent to the selected team, or Cancel, to cancel the action. The Search Result grid will update, listing the team(s) in which the users are now represented. Synthesys.Net User Management 18
19 ACTIVE DIRECTORY INTEGRATION If your system is Active Directory enabled you will have the ability to import users directly from your companies Active Directory. Running with active directory integration enabled does change the behaviour of Synthesys User management as a lot of the management of users is managed outside of Synthesys. Using active directory, the following functions in Synthesys are not available or affected: Changing passwords Deactivating users Is no longer managed in Synthesys User management but via the windows change password mechanism. This is no longer possible from within Synthesys. To deactivate a Synthesys user they must be removed from Active Directory. Synthesys will periodically scan Active Directory for removed or deactivated users and will then deactivate them from within Synthesys. Reactivating users This is no longer possible from within Synthesys. If a user with the same credentials (User name) is reactivated or recreated in Active Directory the following behaviour can be enabled within Synthesys when the user is reimported. a. When the user is imported again Synthesys will reactivate the user b. When the user is imported again a new user will be created. The behaviour described above is determined by the System administrators, only one of the above behaviours will be enabled. Changing roles This is no longer possible in Synthesys. The roles of a user are determined by the import mechanism, as part of the original configuration, the Active Directory Security groups will be mapped to Synthesys user roles. Synthesys.Net User Management 19
20 Importing Users from Active Directory In order to import users from Active Directory Click the Teams tab at the top of the Synthesys Management screen. Select the Import Users option from the drop down menu. When selected, a list of available users will be shown. This may take up to 60 seconds to display whilst it is querying Active Directory. Synthesys.Net User Management 20
21 To import a user Select a user from the list and press the arrow to move the selected user into the Users to Import list If you need to search for a user Enter the user s first name, surname or username in the search box to. The search will start automatically when the second letter is typed. Synthesys.Net User Management 21
22 When you have added all the users that you wish to import into the Users to Import list Press OK to return to the team view, displaying the new users. Synthesys.Net User Management 22
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