This guide provides instructions on setting up and managing Agent users in OI, including how to assign the correct Agent ID(s) to each user.
Inviting an Agent to OI
Before managing Agent access, you must first invite the agent to the OI platform and assign them the 'Agent' role. You will also need to select the applicable Agent ID(s) for this user.
š¹ For instructions on inviting users, refer to this article.
Step-by-Step Guide to Assign or Update an Agentās Access
Step 1: Access the Admin Page
Once the agent is invited, go to the 'Admin' page from the OI dashboard.
If you do not see the 'Admin' option, this means you do not have admin access. Contact your portal administrator to request access or agent mapping.
š¹ This will take you to the OI Admin Dashboard.
Step 2: Navigate to 'Manage Users'
Under āManage System Accessā, click 'Manage Users'.
Find the agent in the user list and click 'View' next to their details to open their profile.
Step 3: Assign Agent ID(s) to the User
In the top-right corner of the profile page, click āEditā.
Locate the 'Assign Agents to User' section.
Start typing the agent's name to find them in the system.
The system will display only agents with interactions in OI.
š Important Notes:
An Agent ID can only be assigned to one user with the role 'Agent' at a time.
A single user can have multiple Agent IDs assigned to them if needed.
Why Multiple Agent IDs?
Some agents handle interactions across multiple systems (e.g., Voice and Chat).
If an agent appears twice due to different system identifiers, assign both IDs to the user.
Example Scenario:
An agent has separate identifiers for Voice and Chat interactions.
Add both identifiers to ensure full visibility into their assigned interactions.
Step 4: Save Changes & Final Confirmation
Click āSave Changesā to confirm updates.
The profile will exit edit mode, and you will see a confirmation message.
The agent can now log in to OI and will see only the data for their assigned Agent ID(s).
Summary
āļø Invite the agent and assign them the 'Agent' role.
āļø Go to 'Admin' ā 'Manage Users' ā Select the Agent.
āļø Assign the correct Agent ID(s) to ensure accurate mapping.
āļø Save changes and confirm successful updates.
The agent is now ready to use OI with their assigned data visibility.
Handling Agents Without Prior Interactions
If the agent does not yet have interactions in OI when you provision access, you can return later to manage their Agent ID(s) once interactions are available.
Follow the steps below when you're ready to assign their ID.
Editing or Updating an Agentās Assigned ID
If a user is mapped to the wrong Agent ID, you can correct it by following these steps:
At Step 4, after clicking 'Edit,' remove the incorrect Agent ID and replace it with the correct one.