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VidyoEngage Tenant Admin: Managing Agents, Admins, Tags, and Skills

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This article contains the following sections:

 

About the VidyoEngage Users Page

The VidyoEngage Users page allows you add, manage, and delete Agents, Admins, Tags, and Skills. Refer to the details below to learn more about accessing the Users sub menu to add Agents, Admins, and Tags. 

 

Adding Agents, Admins, and Tags from the Users PageUSERS_agent_admin_or_tags.png

  • Agents sub menu - When you add an agent you can now assign Local or SAML authentication types and you can also add Skill Sets and Tag Sets. To add agents, select Agents from the Users sub menu. 
  • Admins sub menu -  You can add and manage multiple Tenant Admin accounts. To add Admins, select Admins from the Users sub menu.  Please note that you cannot add skills or tags to Admins.
  • Tags sub menu -  Tags are attributes you can assign to Agents such as a language or a location of an agent. For example, you can assign language tag(s) to an agent (e.g., English, Hindi, or Spanish).  You can also search for agents based on tags assigned to them to facilitate management of larger groups of agents. You are also permitted to delete tags. To add tags, select Tags from the Users menu. 

Once Agents, Admins and Tags are in the system, you can then search for them to manage, update and/or delete their attributes. Refer to the details below to learn more.   

 

Managing Agents, Tags, and Skills from the Users  PageVidyoEngage_Main_Window_with_arrows.png

  • Manage Agent - From the search bar, you can enter text to search for Agents. You can display from 10-100 Agents per page.   
  • Add Agent - You can either add an agent from selecting Agent in the sub menu, or select manage_plus.png next to Manage Agent. 
  • Manage Tags - To manage tags for agents, select  manage_plus.png next to Manage Tags. You can then  modify tags for a particular agent from the Update Agent page. 
  • Manage Skills - To manage skills for agents, select  manage_plus.png next to Manage Skills. You can then modify skills for a particular agent from the Update Agent page. 

 

You are permitted to change both the tags and the skills for a particular agent when you select either the Manage Tags or Manage Skills manage_plus.png option. Then, you can modify the skills, tags, and other attributes for an agent from the Update Agent page. 

 

Adding a New Agent

VidyoEngage allows you to add skills, tags and Local or ADFS/SAML-based authentication for Tenant Agents. 

To add a new agent:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account. For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default. agent_add.png
  2. Click PlusButton.png to add a new agent or admin.
    The Add Agent pop-up appears.

    Add_Agent_New.png
  3. Enter a unique name in the Agent Id field that the agent will use to log in to their dashboard.
    The Agent Id is case sensitive so be sure to make note of the case that you are using to create the Agent Id.

  4. Enter a first name for the agent in the First Name field.

  5. Enter a last name for the agent in the Last Name field.

  6. Enter a phone number (xxx-xxx-xxxx format) for the agent in the Phone No field.

  7. Enter an email address for the agent in the Email field.

  8. Select an authentication type (ex. either Local, or SAML) from the Authentication Type field. 

    Note: There is now support for ADFS/SAML-based authentication for Tenant Admins and Agents. Previous versions of VidyoEngage supported only a single Admin user account per Tenant. This version adds support for creating and managing multiple Tenant Admin accounts.

  9. If you select the Authentication With VidyoPortal check box, the The Password and Confirm Password fields do not display. Then, move to step 13. If you do not select this check box, move to step 10.

    Authentication_with_VidyoPortal.png

  10. Enter a password in the Password field that the agent will use to log in to their dashboard.

  11. When selecting a new password, follow these guidelines:
    • The password should contain a minimum of eight characters.
    • The password should contain at least one uppercase alphabetic character.
    • The password should contain at least one lowercase alphabetic character.
    • The password should contain at least one numeric character.
    • The password should contain at least one special character.

  12. Re-enter the password in the Confirm Password field.

  13. To add a skill set for an agent, click the skill set from the Available area, and then select the add (right arrow) skillset_selection_adds.png.   To remove a Selected skill set, click the skill set, and then select the remove (left arrow) skillset_selection_remove__icons.png. The skill set will then move back to the Available area.  

    skill_set.png

    This mapping will be used for routing interactions to agents based on specific skills.

  14. To add tag sets for an agent, click the tag set from the Available area, and then select the add (right arrow) skillset_selection_adds.png.   To remove a Selected tag set, click the tag set, and then select the remove (left arrow) skillset_selection_remove__icons.png. The tag set will then move back to the Available area.  

    Tags.png

  15. Click the Save button to add the agent and all its attributes to the tenant.

The Tenant Admin displays side-by-side columns of available and selected skills or tags. This allows Tenant Admins to easily move skills or tags from one column to the other. Additionally, VidyoEngage now prevents you from mistakenly creating duplicate skills. Moreover, if duplicate skills exist after an upgrade, they are automatically modified as unique.

 

To modify or delete an admin, refer to these sections in this article. 

 

Adding a New Admin

Previous versions of VidyoEngage supported only a single Admin user account per Tenant. This version adds support for adding and managing multiple Tenant Admin accounts. 

To add a new admin:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Select Agent from the Users menu and the main Agents page displays.

    manage_admin.png

  3. Click PlusButton.png to add a new admin.
    The Add Admin pop-up appears.

    add_admin.png

  4. Enter a unique name in the Admin Id field that the admin will use to log in to their dashboard.

    The Admin Id is case sensitive so be sure to make note of the case that you are using to create the Agent Id.

  5. Select an authentication type (ex. either Local, or SAML) from the Authentication Type field.  If you accept the system default Local, proceed to step 6. If you select SAML, proceed to step 8

    add_admin_SAML.png

    Note: ADFS/SAML-based authentication is supported for Tenant Admins and Agents. 
     

  6. Enter a password in the Password field that the agent will use to log in to their dashboard. When selecting a new password, follow these guidelines:
    • The password should contain a minimum of eight characters.
    • The password should contain at least one uppercase alphabetic character.
    • The password should contain at least one lowercase alphabetic character.
    • The password should contain at least one numeric character.
    • The password should contain at least one special character.

  7. Re-enter the password in the Confirm Password field.

  8. Enter a first name for the agent in the First Name field.

  9. Enter a last name for the agent in the Last Name field.  

  10. Click the Save button to add the agent to the tenant.

To modify or delete an agent, refer to these sections in this article. 

 

Managing Agents or Admins

To modify/edit an existing agent or admin:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Select Agent or Admin from the Users sub menu and then enter the name of the agent or admin you want to edit in the search bar and then press Enter.  

    manage_agent_John_Smith.png

  3. Click PencilButton.png in the Action column for the appropriate agent that needs to be edited.

    The Update Agent or the Update Admin pop-up appears.

    update_agent.png

  4. Edit the appropriate fields as necessary.

  5. Click the Save button to save all changes.

 

Deleting Agents or Admins

To delete an existing agent or admin:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Select Agent or Admin from the Users sub menu and then enter the name of the agent or admin you would like to delete in the search bar. Then, press Enter.  

    delete.png

  3. Click XButton.png in the Action column for the applicable agent or admin that you want to delete.

    A confirmation pop-up appears.

    delete_confi.png

  4. Click the Ok button to delete the agent or admin or click Cancel to exit this pop-up. 

 

Adding a New Tag

You can add tags to specific agents. Also, you can search or filter a specific tag and then display a group of agents assigned to that tag. 

To add a new tag:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Select Tags from the Users menu and the main Manage Tag page displays.

    add_manage_tags.png

  3. Click PlusButton.png to add a new tag.
    The Add Tag pop-up appears.

    add_tag.png


  4. Enter a name for the tag in the Name field.

  5. Enter a description for the tag in the Description field.  

  6. Click the Save button to add the tag to the tenant.

 

Deleting a Tag

You can delete or retire a tag from the VidyoEngage system.  

To delete a tag:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Select Tags from the Users menu. 
    The main Manage Tag page displays.

    delete_tag.png

  3. Click delete_button.png to delete the add a new tag.
    The Delete pop-up appears.

    delete_window.png


  4. To delete, click OK or click Cancel to close the pop-up. 

 

Searching Tags to Display a Group of Agents  

To search for a group of agents by tag: 

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Select Agents from the Users menu and then click the manage_plus.png next to Manage Tags. 

    The Select One drop down list displays. 

    step_1_searching_for_tags.png

  3. To group agents by a particular tag, select the applicable tag from the Select One drop down list.  

    The tag you selected displays to the right of the Manage Tags and the Total Results displays all the agents with that tag. 

    Note: You can click the Items per page drop down to display agent names by 10, 25, 50 or 100 at a time. 

    step_2_searching.png


  4. Exit the page when you are done viewing tags and agent groupings.

 

Managing Tags for Agents 

There are times when you want to add additional tags to an agent or no longer want to associate a particular tag(s) to an agent. The steps below will assist you in adding or deleting tags for agents.  You also can search for a group of agents based on a tag or tags assigned to them.  

To Manage Tags for Agents  

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Select Agents from the Users menu. Then, enter the name of the agent in the search bar that you want to modify tags to, and then press Enter. 

    Note: Rather than searching for one agent, you can search for a group of agents based on a specific tag or several tags. To do this, you first select the manage_plus.png next to Manage Tags and then modify each agent based on that tag or tags. 

    The name of the agent you want to modify displays.   

    search_for_tags.png

  3. Click the manage_plus.png next to Manage Tags and then the Select One drop down displays. Click the drop down drop_down.png and then all the tags display. 


    step_2_for_managing_tags.png

  4. Select the tag you want to edit for the agent. (You can select multiple tags).

    The tag is selected and displays to the left. If you select the wrong tag, click the X and the tag will be removed. 

    step_3_for_managing_tags.png

  5. Click pencil.png to edit the agent's tag(s).
    The Update Agent pop-up appears.

    step_4_in_modifying_tags.png


  6. To add tag sets for an agent, click the tag set from the Available area, and then select the add (right arrow) skillset_selection_adds.png.   To remove a Selected tag set, click the tag set, and then select the remove (left arrow) skillset_selection_remove__icons.png. The tag set will then move back to the Available area.  

    Note: You are permitted to change both the tags and the skills for a particular agent when you select either the Manage Tags or Manage Skills manage_plus.png option to modify from the Update Agent page.

    Note: If you don't see a tag that you need, refer to Adding a New Tag.

  7. Click the Save button to save the tag changes for the agent.  

 

Managing Skills for Agents 

There are times when you might want to add additional skills to an agent or no longer want to associate a particular skill(s) to an agent. The steps below will assist you in adding or deleting skills for agents.  You also can search for a group of agents based on a skill or skills assigned to them. 

To Manage Skills for Agents  

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Select Agents from the Users menu. Then, enter the name of the agent in the search bar that you want to modify skills to, and then press Enter. 

    Note: Rather than searching for one agent, you can search for a group of agents based on  specific skills. To do this, you first select the manage_plus.png next to Manage Skills and then modify each agent based on that skill or skills. 


    The name of the agent in which you want to modify skills to displays.   

    step_1a_manage_skills.png

  3. Click the manage_plus.png next to Manage Skills and then the Select One drop down displays. Click the drop down drop_down.png and then all the skills display. 


    step_2_manage_skills.png

  4. Select the skill that you want to edit for the agent. (You can select multiple skills).

    The skill is selected and displays to the left next to Manage Skills. If you select the wrong tag, click the X and the skill will be removed. 

    Manage_Skills.png
  5. Click pencil.png to edit the skills for the agent.
    The Update Agent pop-up appears.

    step_4_modifying_skills.png


  6. To add skill sets for an agent, click the tag set from the Available area, and then select the add (right arrow) skillset_selection_adds.png.   To remove a Selected tag set, click the skill set, and then select the remove (left arrow) skillset_selection_remove__icons.png. The skill will then move back to the Available area.  


    Note: You are permitted to change both the tags and the skills for a particular agent when you select either the Manage Tags or Manage Skills manage_plus.png option to modify from the Update Agent page.

  7. Click the Save button to save the skills changes for the agent.  

 

 

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