Administration Users

Overview

Administration Users are where you configure the people who are allowed to access the Symbee Connect Administration Portal for the purposes of administering and viewing the Symbee Connect configuration for your Company - your Administrators.

It's important to note that a user/agent accessing the Symbee Connect desktop UI for contact servicing, needs to be configured in the User Administration section of the portal (see here). Administration Users (configured in this section) only control who has access to your admin portal, not the end desktop UI.

Your first Administration User is always created and set with the highest access control role during the initial product signup process, to allow you initial access into your company through the administration portal after signup is complete. After signup, you are free to delete the initial signup admin user if you so choose or to lower its access control role (for example, down to Operator).

When defining Administration Users, their Access Control Role determines what functions they can see and perform - see further details below.

• Note: Administration Users can only be maintained by Administration Users with a Role of Administrator, so you need to keep at least one admin user configured with the Administrator role, otherwise you won't be able to maintain the admin users within your Company.
  
  

Note: Administration Users and Regions

Administration Users and their passwords (when Single Sign-On is not enabled) are not replicated between regions.

Within a single region (for example, US East, US West, Sydney) an Administrator can have access to all the Environments within the Company for that region (which environments an admin users has access to is configurable - see below). If you need an administrator to have access to environments in multiple regions, you will need to configure a portal Administration User for them in each of those regions.

Note: Administration User Single Sign-On

Single Sign-On to your Symbee Connect Administration Portal using the administrator's user credentials stored in your corporate directory is available through the use of the Security Assertion Markup Language (SAML). If your corporate directory supports SAML and you want to configure this, refer to Administration User Single Sign-On (SSO).

Company Administration Users

This screen lists all the currently configured Administration users for the region you are logged in to.

Options allow you to: Modify, Delete and Add Administration User.

Add New Administration User

Creates a new Administrator that will be able to log into the Symbee Connect Administration Portal.

User Details

User ID

The User ID entered during administration portal login.

User Name

The Administration User's descriptive name for example, first and last name.

Email Address

Enter the user's email address. Why do we need this? This email address is only used as a form of multi-factor authentication in a situation where your administration user forgets their password, and requires a password reset.

Access Control

These settings control what admin functions the user will be able to see and perform, as well as which Environments they have access to.

Role

The role determines what level of access the user has within the administration portal. The highest access level is the Administrator role and only users with the Administrator role can view and maintain other Administration Users.

The available roles are:

Administrator

Highest level of access. An Administrator can perform all functions, including adding new Environments, configuration of all integration aspects, administering Channel Configurations, configuring Flow Controls, administering end users, and also administering other Administration Portal users.

Operator

Can perform all the functions an Administrator can, except adding new Environments, configuring new Flow Controls, adding or deleting Channel Configurations (existing Channel Configurations can be maintained). Operators can not administer other Administration Portal users.

Contact Center Supervisor

Has full access to Agent Skill Assignments. Has full access to Preview Campaign status. Can view Skill Queue configurations (but not maintain). Can also view (but not update) end user configurations. Can view and maintain existing Operating Hours Schedules (but not add or delete Schedules). Can view and update Flow Point values and existing Flow Table values (but cannot add/modify/delete Flow Control configuration) . Has full access to administer Optimize Forms, and can perform Optimize Evaluations.

Optimize Administrator

Has full access to administration of Optimize Forms and can perform Optimize Evaluations.

Optimize Evaluator

Can perform and maintain Optimize Evaluations only.

Default Environment

The default environment pre-selected for the user each time they initially log in to the admin portal. After login, the user can then change (if they have access to multiple environments - see below) which environment they are administering via the Environment Selector (the second drop-down menu in the top navigation bar in the portal).

Allowed Environments

Select which Symbee Connect environments to limit the Administration User visibility to when they log into the portal. To allow access to all environments, don't select any environments here.

Password Management

Set (or reset) the Administrators password and select whether a password reset is required upon next login.

Note: Password management fields are not applicable when Administration User Single Sign-On is enabled, except for users with their Role set to Administrator (with SSO enabled, a user with the Administrator role can also log in with a password, to allow for management of Single Sign-On settings).

Password

The user's password. The password must be at least 8 characters long and contain at least 1 uppercase and lowercase character, 1 number and 1 special character.

Require Password Reset?

Tick the checkbox to force the user to reset their password once they have logged in the first time.

User Lock Out

User Locked Out?

Tick the box to indicate whether the user is locked out. When checked, the user will be denied access to log in. A user will also be locked out, indicated by this checkbox, after too many failed login attempts, based on your Security Password Settings.

Modify

Use the Modify action to update an existing Administration User's settings, role or to reset their password.

Delete

Use the Delete action to delete the one or more selected Administration users.