Advanced Analytics serves as the primary digital workspace for end-users involved in call analytics. Within this portal, users can access various tools and features to efficiently manage and supervise their call analytics.
Once you are within the "Settings" section of Advanced Analytics, navigate to the "Users" option in the newly introduced left-hand menu of the "Settings" section. Clicking on it will open the corresponding page.
On the "Users" page, you can view a comprehensive list of all users configured on the communications platform and manage their access to Advanced Analytics.
Under normal circumstances, all users on the communications platform will be loaded into the portal without any user interaction required.
To create a new user, press the "+Add User" button.
A pop-up dialog menu will appear on the right-hand side of the window.
The parameters should be chosen based on the access level required for the specific user.
Enter the Display Name and Email of the new user. The user will receive a confirmation email to verify their identity. Then select one of the options under the Supervisor Access Type.
Reports supervisor license comes included in the advanced reporting. Analytics & Live analytics require additional licenses. - The Reports Supervisor license provides access to analytics reports, filters, and scheduling. - The Live Analytics Supervisor license includes all the features of the Reports Supervisor license and adds access to an Analytics Dashboard without agent/queue or live call data, and access to live (in-progress) call data through the Live Analytics Dashboard and Live Analytics Wallboard.
Opting for this Supervisor Access Type will create a new tab within the dialog form specifically for setting access to Workplaces.
In the "Permissions" tab, check all the checkboxes relevant to the access level required for the specific user.
The "Recording Playback" option should be selected only if the customer has a configured call recording bucket and possesses the necessary administrative rights to play the call recordings.
When you select the "Recording Playback" option, a new field will appear, prompting you to choose from a drop-down list. Select the "All Calls" option from the list.
Within the "Workspaces" tab, you will find a list of available workspaces for the configured user. To grant administrative access to the user, choose the relevant option from the provided drop-down list.
Upon clicking the "Save" button, the new user will be created and placed in the table of existing users. All the accessible features will be displayed in the "Roles" column of the corresponding user record within the table.
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