Frequently Asked Questions
Administrators
Q: How do I add an additional Portal Administrator in my Company?
Symbee Connect Portal Administrators are maintained via the Company drop-down menu (the first menu on the left on the top navigation bar when logged into the admin portal). Note that only administrators with an access level Role of Administrator can maintain other Administration Users. See here for more detail.
A user/agent accessing the Symbee Connect desktop UI for contact servicing (Engagement) or as a back-office (Unison) user, needs to be configured in the User Administration section of the portal (see here). Which is different from an Administration User.
Administration Users only control who has access to your admin portal, not the end desktop UI.
If you have people that need to be able to both log into the Administration Portal, as well as use the Symbee Connect desktop UI, they will need to be defined as both an Administration User as well as an end user.
Users
Q: How do I create a new user?
Refer to our guide on Creating a New User
Commonly asked Support Questions
The Symbee Non Voice Work agent status is one of two Amazon Connect Agent Statuses required to be configured in your Amazon Connect instance when using the Symbee Connect product in full Omnichannel mode (the default configuration). Initially creating the Agent Status in your Amazon Connect instance is one of the required steps documented in the Getting Started guide/section. The exact names of these two Agent Statuses match the same values configured (by default) within your Symbee Connect User profiles (within the user profile/template, under the AWS Integration, Amazon Connect Integration section) - specifically the Amazon Connect Reserved User State Name and Amazon Connect Missed Call/Task User State Name setting values.
Note: Although these two required Agent Statuses are configured in Amazon Connect they are intentionally hidden in the Symbee Connect user/agent UI from the user, so the user cannot manually select the two required agent states explicitly.
Specifically, the Symbee Non Voice Work agent status is used for two purposes:
- Any time Symbee Connect wants to delivery a piece of work (an interaction) to the agent to be worked, that is not routed through Amazon Connect (for example, a Symbee-Delivered Webchat, a Symbee-Delivered Email, or a Symbee Connect Preview Channel task), the agent gets put into the Symbee Non Voice Work state in Connect to indicate to Amazon Connect the agent is currently working a piece of work not known to Amazon Connect, and (depending on Symbee Connect Multiple Task Handling settings) knows not to assign an Amazon-Delivered contact to the same agent during this period.
- Symbee Connect possibly (depending on Symbee Connect Multiple Task Handling settings) also uses this state (very briefly - for a few milliseconds) any time Symbee Connect needs to "reserve" an agent exclusively to make an Agent State change between interactions to ensure the Amazon Connect ACD and the Symbee Connect ACD are not competing with each other.