First you will need to invite the agent to the OI platform and give them the role of 'Agent'. You will then need to select the agent ID(s) applicable for this user. For instructions on inviting users, see the article here.
If the agent does not have any interactions in OI at the time you provision user access, you can come back once they have interactions in OI and manage the agent ID(s) which need to be assigned to them by following the instructions below.
Note:
If a user is mapped to the wrong agent ID, you can still follow the instructions in this article. At Step 4 after you click 'Edit' you will need to remove the incorrect agent ID and replace it with the correct one.
Step 1.
Once the agent is invited, go to the Admin page. From the OI dashboard, click on the profile icon in the top right hand corner.
Step 2.
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 access or mapping for your agent(s).
This will take you to the OI Admin dashboard.
Step 3.
From here under 'Manage system access', click 'Manage users'.
Next to the user's details click 'View' to view their profile.
Step 4.
In the top-right of the profile, click 'Edit'.
In the section 'Assign agents to user', start typing their agent name from the list which will show all agents there are interactions in the platform for.
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 ingested 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.
Click 'Save changes'.
The profile will now appear out of edit mode and you should receive a pop up message confirming the change.
The agent can now login to the OI platform and will see only data for the agent(s) assigned to them.