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Note: You will need to have the 'Admin' role type for your OI portal in order to be able to invite other users.
Invite users to OI
From the OI dashboard, click on the Admin page.
Note: If you do not see the 'Admin' option this means you do not have admin access to your portal. Speak to your portal administrator to request a new user to be invited.
This will take you to the OI Admin dashboard. From here under 'Manage users', click Invite new users.
System access stats:
Total active users: Count of users who have successfully logged into your OI portal.
Invited users: Count of users who have been invited, but not yet accepted their invitation and created a login password.
Admin users: Count of users in your OI portal with Admin access.
Standard users: Count of users in your OI portal with access other than 'Admin'.
From the Invite users page: enter the name, email address and role type for the use you would like to provide access to, then click 'Send invitation'.
Unsure which role to select? See User role types for more information.
You will return to the admin dashboard and receive a confirmation message that an invite has been sent.
The user will receive an invitation email with instructions on how to create a password and log in.
Tip: You can click Add a user in the bottom left corner to invite multiple users at the same time.
User role types
There are different roles available in OI which each come with different platform permissions:
Admin: Can view all insights pages, invite other users to the portal and view when other users have most recently logged into OI. Admin users can also export chart data to .CSV.
User: Can view all insights pages.
Team Leader: Can view all insights pages, plus the 'My Team' page to view performance and coaching plans for agents in their team.
Agent: Can view their own agent performance page and create and track coaching plans.
Other: In some cases custom roles may be set up for your organization. For more information on the permissions for any role not listed above, please speak to you OI administrator.
Deactivate or Remove user access to OI
If a user leaves your company or no longer requires access to OI, administrators can revoke their access, ensuring they can no longer log in to the platform. You can deactivate users in two statuses:
Active: Users who have accepted their invitation and set up a login.
Invited: Users who have been invited but have not yet accepted the invitation or set up a login.
To revoke access:
Go to the Admin page
From the OI dashboard, click Admin.Access user management
Under Manage users, click Manage users.
Search for the user
In the All users tab, use the search function to find the user whose access you want to revoke.Deactivate or Cancel invitation
If the user is Active (they have set up a login), click Deactivate under the Actions column.
If the user is Invited (they have not yet accepted the invitation), click Cancel invite.
Verify User Status
The user will no longer appear under the All users tab.
To view deactivated users, switch to the Inactive tab.
Agent users
If you are inviting users with the 'Agent' role, you will need to map their user profile to an agent ID. Select the agent user ID(s) which belong to this user from the 'Assign agents to user' list which will appear after you select the role of 'Agent'.
Note:
An agent ID can only be assigned to one user with the role 'Agent' at a time. However a user can have multiple agent IDs assigned to them if required.
This is to allow for scenarios where interaction data is from multiple systems and the same agent has a different identifier in each.
Example: Voice and Chat interactions are sometimes managed in different systems. In this case the agent will appear in OI twice. Add both to the relevant user if required.
Oops!
If you make a mistake when assigning agent IDs to user profiles, you can change the agent ID(s) associated with the user login by following the steps in the article 'How to set up or manage agent access in OI'.
Inviting a Team Leader
Go to the Admin Section: From the OI dashboard, click ‘Admin’.
Invite New Users: Click ‘Invite New Users’.
Enter User Information:
Enter the user’s name and email address.
Select the ‘Team Leader’ role.
Assign to Teams: Choose the team(s) you want to assign the user to.
Send Invitation: Click ‘Send Invitation’.
The user will receive an email to accept the invitation and join OI.
Changing an Existing User’s Role to Team Leader
Go to the Admin Section: From the OI dashboard, click ‘Admin’.
Manage Users: Click ‘Manage Users’.
Search for the User: Find the user’s name in the list or start typing their name or email address to search.
View User Details: Click ‘View’ next to the user’s name.
Edit User Role: Click ‘Edit’.
Update the Role: Change the user’s role to ‘Team Leader’.
Assign to Teams: Select the team(s) you want to assign the user to.
Save Changes: Click ‘Save Changes’.
The user will now have access to the ‘My Team’ page when they next log in to OI.
