Como adicionar um novo agente/utilizador?
1. Navigate to Settings > Agents and click on + Add New Agent at the top corner of the screen.
a. Quando o novo agente estiver no sistema, estas definições podem ser alteradas.
b. Salvo indicação em contrário, o endereço de correio eletrónico é o Nome de Utilizador para os inícios de sessão.
c. A Palavra-passe pode ser escolhida pelo administrador de integração e fornecida ao novo agente para o início de sessão inicial ou ativar o gerador automático de palavras-passe para enviar ao novo agente uma palavra-passe inicial.
Confirmação de e-mail de novo agente
O agente receberá uma mensagem de correio eletrónico da sua empresa (se não estiver configurada, será enviada pelo remetente predefinido) a dar as boas-vindas ao novo agente na empresa.
O novo agente tem de clicar no botão Confirmar a sua conta, que o redireccionará para a página de início de sessão da conta CommBox.
Depois de o agente ter sido verificado, edite o perfil do novo agente, nomeie-o para equipas, faça-o escolher uma nova palavra-passe, etc.
Número de licenças de agente
Note: Prior to adding new agents, verify that you have available licenses in your contract by navigating to Settings > Account. To add additional licenses, please contact your customer success manager.
What Is a Team?
Teams are groups of users that a customer can create in their “organization”. Users in a team can filter different system areas and view only information defined for specific teams.
Within each team, you can define specific permissions and profiles that suit its unique tasks.
Creating New Teams
At the CommBox platform, navigate to Settings > Teams to define the organizational team’s structure, settings, and uniformed assets. Any changes in the settings at this level will affect all the agents and teams in the organization.
- At the CommBox platform, navigate to Settings > Teams, and click the + Add New Team button at the top of the tree diagram.
- At the new team dialog box, enter the following information:
a) A unique name for the team.
b) Set the hierarchy position by selecting the Parent Team under which this new team will function.
c) Add members to the team by clicking on the Assignment circle, selecting agents, and clicking Save.
d) Upload an image for the team (optional)
e) Click Save.
Editing or Deleting Teams
- At the CommBox platform, navigate to Settings > Teams and select the desired team from the tree diagram at the left pane.
- Click the 3-dots drop-down menu at the top right corner, followed by Edit or Delete.
- When editing, you can change the Team’s name, shift the position of the team’s hierarchy, add or remove agents, and upload a new image for the team.
- To remove a team member, hover over the agent’s initials and click the small red X that appears in the corner.
- To add members to the team, click on the Assignment circle and select the agents for the team.
- Click Save.
Nota:a) When changing the team’s hierarchical position, “child” teams will move along with their “parent” team.
b) Access to inbox filters, tags, and Knowledge-based items is dependent on the team’s position in the organizational structure. When moving a team to a different branch, access to assets from the original branch may no longer appear.
c) When deleting a team, all its child teams will move one level up in their hierarchy.
Copying Capabilities from a Source Team
You can choose the parent team whose assets you want to inherit for your team. The “Add” button next to Conversation filter, Tags, and Knowledge base will copy the assets from the chosen parent team and paste them into your team:
