Users

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In order for users to log on to a rostrvm controlled system, each user must exist as a rostrvm user within the rostrvm configuration database. Each user must also be assigned to a rostrvm user group, and if handling inbound contacts they also need to be assigned to an Agent Group. User groups provide a mechanism for users of rostrvm to be logically grouped together for:

•	monitoring and statistical purposes;

•	defining common skills;

•	defining common permissions.

Agent groups provide a mechanism for logically grouping agents so as to handle calls or contacts of a particular class.

Users Panel

A list of the user details grouped by user group.

•	Status icon - the status of the user (e.g. logged off, ready, connected, alerting, etc.);

•	User Name - the name of the user;

•	Full Name - the full name for the user;

•	Role - the role associated with the user (one of Agent, Team Leader, Manager, Administrator, System Administrator);

•	Agent Group - the agent group to which the user belongs (blank for non-agent users);

•	Agent State - the current agent state;

•	Last Logon - the date and time that the agent was last logged on.

From here you can:

•	Create User - click the Create button on the Users panel to add a new entry;

•	Create multiple new users at the same time;

•	Modify User - click on the User Name to view or change the properties of an existing entry;

User Groups Panel

•	User Group - a list of the configured user groups.

From here you can:

•	Create User Group - click the Create button on the User Groups panel to add a new entry;

•	Modify User Group - click on the User Group Name to view or change the properties of an existing entry.

Agent Groups Panel

•	Agent Group - a list of the configured agent groups;

•	Queue - the name of the queue(s) which services this group;

•	Campaign - for outbound groups, the name of the campaign associated with the group.

From here you can:

•	Create Agent Group - click the Create button on the Agent Groups panel to add a new entry;

•	Modify Agent Group - click on the Agent Group Name and select Properties from the drop-down menu to view or change the properties of an existing entry.

•	Send Instant Message - click on the Agent Group Name and select Send Instant Message from the drop-down menu to send an instant message (using the Send Instant Message dialog) to all agents in that group;

•	Simulate Agents - click on the Agent Group Name and select Simulate Agents or Stop Simulate Agents from the drop-down menu to start and stop agent simulation.