Catalyst

Create New Users

In Edify Console, you have access to creating new users for your account. Once a user is created, you can configure several additional settings to address how the user can use Edify, like setting the user’s license type and enabling other access. These settings are configured in the user’s permissions container.  

Configuring Basic User Settings

From the list of users, click on a user name. The Basic section of that window is where you can view and update the primary contact information for the user, like the user’s name, job title, work email address, and more. This is also where you disable inactive users and update the user’s reporting structure. When creating a new user, you’ll only need to input the user’s name, email address and extension number. Review the graphics below to see how the configurations in Console (left) are presented in App (right).

Configuring Voice Settings for a User

The Voice container within the Users workspace of Edify Console is where you configure the user’s voice settings. This container gives you access to configuring how the user manages calls through Edify and other voice channel related settings.

Configuring CRM Connection Settings for a User

The Connections container within the Users workspace of Edify Console is relevant to Edify accounts that are successfully integrated with a CRM, like Salesforce and Zendesk, because this is where you view and update the user’s userID for the appropriate CRM. Therefore, you will only use the field within this container that applies to the CRM that you use.

Configuring Voicemail Settings for a User

The Voicemail container within the User workspace of Edify Console is where you configure the user’s voicemail settings. These configurations tell Huddle how to manage the user’s inbound UC calls once the call reaches the user’s set Ring Time, which is a configurable setting for Admins and users.When configuring a user’s voicemail settings, you and the user have access to customizing the user’s voicemail settings. However, only the user has access to customizing the actual voicemail greeting. In either case, once you and/or the user updates any of these voicemail settings, reload the application to push the changes live for the user.

Configuring Queue Settings for a User

The Queue section under Users is where Admins configure the settings for how the user will manage interactions in Queue. Admins can define the number of interactions the user can manage, the type of interactions she can manage, (i.e. only inbound interactions, only outbound interactions, or both), and more in this area.

Queue Settings - All Interactions

These settings provide the Admin access to configuring queue settings that apply to both outbound and inbound interactions. For example, here is where the admin can define whether the user can manage multiple interactions or not, the alerts for when the user misses interaction(s), and more.

QUEUE SETTINGS - INBOUND INTERACTIONS

These settings provide the admin access to configuring how the user will manage inbound interactions in Queue.

Queue Settings - OUTBOUND INTERACTIONS

These settings give the Admin access to configuring how a user manages and experiences outbound interactions in Queue.

Configuring User Tag Assignments in Console

At Edify, we use tags as a way to instruct Huddle on how to handle certain objects in Queue, like how to prioritize interactions compared to other interactions or connect a skilled agent to a specific interaction. However, before you have access to assigning a user a tag, you must first create it. So, you can create and modify tags in the Tags workspace under the CX menu. Then, once a tag is created, assign that tag to one or several different types of Huddle objects, like one or more users, knowledge base articles, and more.

Assigning Queue Permissions to a User

The Queue Permissions section under Users is where you assign each queue that the user can access. Also, here is where you can set whether the user manually logs into the queue for the first time or if Huddle will automatically enable the queue for the user upon logging into Edify. Go to the list of users, select a user, and scroll down to find the Queue Permissions. After updating a user’s queue permissions, ensure that the user opens the settings menu and reloads Huddle to reflect the new queue settings.

Assigning Huddle Permissions to a User

The User Permissions container under Users is where Admins define which workspaces in Edify Console and in Edify App that the user can access based on how the user will work inside of Edify Huddle. In general, some of the main roles for working in Edify include - “Huddle Admin”, “Huddle Agent”, “Huddle Agent Manager, and “Huddle Office”. So, let’s first look at the general permissions you might set for each of these roles.

Monitoring User Groups

In Edify Console, the Groups container in the User workspace is where you have access to reviewing a specific user’s assigned Teams. This container is a view-only area. So, if you need to make modifications to the user’s assigned Groups, or Teams, like adding the user to or removing the user from one or more of them, then navigate to the Groups Workspace under the Account menu. That is where you’ll have access to modifying the user’s teams.

Managing User Queues Logged Into

In Edify Console, the Queue Logged Into container under the User workspace is where Huddle Admins can view queues that the user is managing, when the user first logged into those queues, and manually log a user out of one of more queues. It’s important to note that both you and the agent have access to this information. The agent views and logs theirself into and out of queues through Queues List within the Queue Workspace in the Edify App.

Away Reasons - Edify Console, Account Menu

Away Reasons under Account is where Admins create company-wide status messages for agents to use when updating their User Statuses. The away reasons are accessible to users in the Custom Messages menu.

Groups - Edify Console, Account Menu

Teams provide queue users access to seeing real-time activity of teammates. Members of a team can see the following details of each teammate: queue status, user status, currently enabled queues, and interaction activity. Learn more about each of these areas by reviewing the Team View Workspace quick guide.

A queue user can be assigned to an unlimited number of Teams. Admins can create an unlimited number of teams, add agent(s) to one or many teams, or remove agents from one or many teams. Once a team is created, Huddle automatically creates a private chat channel in Chat with each of the team members. As you add new team members to the Team, the team member is also automatically added to the private chat channel.

1. Once logged into Console, open the Account drop-down menu
2. Click Ring Groups
3. Click +New Ring Group
4. Complete Ring Group Setup form
5. Click Save
   
   
6. Notice the system populates an alert and creates the ring group
7. Add users to ring group:
   1. Use Filter Search to find user
   2. Click user’s name to add to the list
   3. Notice the user populates at the top of the user box
   4. Repeat until all users are added to the ring group
   5. Click Save
      
      
8. Add external number(s): (if applicable)
   1. Enter a phone number under NUMBER
   2. Enter a name under NAME to create a title
   3. Click Add
   4. Repeat steps for all external numbers for the ring group
   5. Click Save
      
      
9. Click RING GROUPS to return to current library

1. Once logged into Console, open the Account drop-down menu
2. Click Ring Groups
   
   
3. Use the SEARCH field to find group
4. Select group to modify
5. Modify the ring group:
1. Navigate to the field that needs modification
2. Update form details
6. Click Save
7. Click RING GROUPS to return to group library