User Administration - the Interaction Administrator

User Administration - the Interaction Administrator

Document number: 11375

Click on one of the following links for information on user administration.

Note: This is for managers only.

Create and Configure a New User
Delete a User
Assign a New User to a Workgroup
Assign User Skills to New User

Create and Configure a New User

To create and configure a new user:

Open the Interactive Administrator console.
Highlight the User container. Then position the mouse on the right pane and right-click to display the user options.
Click on New. The Entry Name box is displayed. Enter the name of the new user and click on OK. This opens a User Configuration page for the new user.
Use the User Configuration page to enter the required information about the new user. Enter information in the following areas: The Configuration Panel, Workgroups, and ACD.
Click on the Configuration tab. In the Extension field, enter the last four digits of your DID extension number (last four digits of your PeopleSoft office extension). You must also assign a password, which is not changeable by the user. We will be using a default password of password. Enter password all in lowercase letters in the Password and Confirm Password fields.

To change a User's password, just type over the existing entry in the Password and Confirm Password fields.
Finally, in the NT Domain User field, enter your NT User login name (the same name that logs you in to the network each day). The rest of the fields on this page are preset and no changes need to be made.

Note: To change a User's status at login, click on the Status drop-down box arrow and click on the status you want to select.

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Delete a User

If an agent is no longer a member of the GSC or Customer Care support organizations, his or her user account should be deleted from the I3 system. To delete a user:

Open the Interactive Administrator console.
Right-click on that user's name in the Users pane and select Delete from the pop-up menu.

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Assign a New User to a Workgroup

The Workgroups tab is where you select the workgroups of which the new user will be a member.

Highlight the desired workgroups in the left pane, holding down the CTRL key to make a multiple item selection. Click the Add button to copy the selections into the right pane, titled Currently Selected Workgroups.

In this panel, you can add or remove workgroups as needed by selecting the desired workgroup and clicking on the Add or Remove button.

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Assign User Skills to a New User

To assign user skills to a new user:

Select the ACD tab. In this panel you can select the skills you want to apply to your new user. There may be skills listed under the Inherited Skills pane; the skills listed here are granted through the default user group.
Position the cursor within the Skills pane. Click on the Add button. An Add Skill dropdown menu opens and displays a list of skills. Note that the skills listed in match the set of CTI categories for each product in Vantive. When a customer calls in regarding a particular product, Interactive Intelligence matches that product with one of the skills/categories above, and routes the call to an analyst that possesses that skill.
Locate the desired skill, highlight it, and click on the OK button. The skill is listed under the Skills pane. Set the desired levels of Proficiency and Desire to Use (see below).
Once you have made your selections, click on the OK button to save the selections.

Skill Proficiency and Desire to Use

Analyst skills are measured in two ways: Proficiency, and Desire to Use. Both factors help determine how support calls are routed to analysts in the new phone system.

Here are some definitions:

Skill: Category of product knowledge possessed by an analyst.

Note: Multiple products can be categorized under a single skill. For example, both HRMS Benefits and Benefits Administration are categorized under the "benefits" skill.

Proficiency: Level of competence and ability in a given product skill; With Interactive Intelligence, analyst proficiencies are rated using a 25, 50, 75, or 100, where "25" is the LOWEST level of skill, (i.e. a CSR) and "100" is the HIGHEST level (i.e. a senior analyst). When rating an analyst's Proficiency, please use 1, 2, 3, or 4, or leave the field blank if the analyst does not possess that skill.

Desire to Use: Percentage of time, while logged in, that you would like a particular analyst resource to be a potential recipient of a given product skill type call. This rating is especially helpful for allocating resources for cost/benefit, or for cross team/product line coverage. Desire to Use is rated using a 25, 50, 75, and 100 percentage scale, based on the percentage of time your analyst want to devote to receiving calls involving that product/skill. Leave the cell blank if the analyst does not possess that skill.

Auto-Answer Calls

Finally, in the ACD tab be sure to check the Auto-Answer Calls checkbox. This selection is necessary for calls to automatically route to the appropriate analyst.
Once you have finished adding skills for your new user, you have completed the portion of the New User setup process that you can complete from Interactive Administrator.

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