Note: You will need to have the 'Admin' role type for your OI portal in order to be able to invite other users.
From the OI dashboard, click on the profile icon in the top right hand corner.
Next, click on the 'Admin' option.
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 system access', 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'.
A window will open where you can enter the name, email address and role type for the use you would like to provide access to.
User role types
User: Can view all insights pages
Admin: Can view all insights pages, invite other users to the portal and view when other users most recently logged into the portal
Agent: Can view the agent performance page for their own interactions only.
Tip: You can click 'Add a user' in the bottom left corner to invite multiple users at the same time.
Enter the name, email and select a role type, then click 'Send invitation'.
You should then return to the admin dashboard and received 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.
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 sometime managed in different systems. In this case the agent will sometimes appear 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'.