Users
Users can be either Administrators or Supervisors: they belong to the same Staff category (Users) but they have a different role (Admin role versus User role).
Admin Role: all the Modules and Channel Queue access will be available, as well as any Channel Queue access
User Role: access to specific (or all) Modules and Channel Queues or other resources will follow the User Profile assigned to the User (it must be chosen during the user creation).
Create a User
To create a User with Admin or User Role click the + insert New User button under the Users Section:
To create an Admin Role Choose Admin
To create an User Role Choose User and select the proper User Profile from the list (the User Profile must be created in advance by the related section)
Then enter User Full Name, Username, Email and Password:
Username is used to login (only letters, numbers or special characters like ._ are allowed)
Email: the User email address. This field is used to receive a link to reset the password anytime the user forgets it
Password: insert here the password. According XCALLY Motion Security rules, if the Security Suite is enabled, it must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.
By default, an internal number (Extension) associated to the User is automatically generated. If you like, you can manually specify the internal number you want to assign to the user extension during the user creation switching the Auto Generate off.
Modify a User
After the Users are created, you can view them in the list of users:
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You can edit, modify or add information in a User account, just clicking on the three-dots menu and then on Edit:
Now you can modify the info related to the chosen User in the relative tabs:
Account
In Personal Info tab you can edit and modify the general information inserted (except for the Role and Username).
For User Role you can also change User Profile
In the Security Suite Section of Admin Role you can see:
the last password reset time and date (if there is any). This value is shown only if the Security Suite feature is enabled in the Admin Settings
In the Security Suite Section of User Role, you can:
check the last password reset time and date (if there is any). This value is shown only if the Security Suite feature is enabled in the Admin Settings
Disabled: switch on to disable the User Account (this action can be reverted, switching the toggle off)
Locked: if the user's account has been locked out after a number of failed login attempts, switch it off to unlock it.
In the Authentication section:
you can active directory SSO, to login with the Active Directory credentials
disable MFA for the User, when active
In the Change Avatar section, if you want to change the User Avatar click upload and select the image file (Only PNG and JPG formats - max 8MB)
Internal messenger
If the toggle button is switched on, when receiving a new Internal Message, the admin/user will be notified by a sound.
Client Logs Tab
From the Client Logs section of the single User, you can enable client-side logging for debug and issue troubleshooting:
Click on the toggle button to enable all Client scopes
Select the minimum logging level:
There are 4 levels available. Below, the basic information in this regard:
DEBUG_LEVEL | DEBUG | LOGS |
ERROR | The ERROR level designates error events that might still allow the application to continue running | error log |
WARNING | The WARNING level designates potentially harmful situations | error log, warn log |
INFO | The INFO level designates informational messages that highlight the progress of the application at coarse-grained level. | error log, warn log, info log |
DEBUG | The DEBUG Level designates fine-grained informational events that are most useful to debug an application. | error log, warn log, info log, debug log |
This feature allows the logs file output on the server (i.e. client/role-username folder), for the Agent/User logs have been enabled.
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This feature generates high data traffic. So, it’s recommended to disable it when not neeed. |
Delete Users
To delete a User, find it in the User list
click on 3 dots menu and then on Delete User:
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Note: the default Admin cannot be deleted! |
When you delete a staff member, the system will consider the action as SOFT DELETE and will transfer the user in the Deleted Members section, from which you can restore member or delete it permanently.
Find out more information on Deleted members.
API KEY
From the API Key Manager button (on the top-right of the header), you can Generate an API key:
Once an API Key has been generated, you can change or remove it. Clicking on the button, you can choose your action:
Remove: to remove the previous created API key
Copy: to copy the API key
Generate: when there isn’t an API key or the old API key is removed, it's possible to generate a new API key (the button "Generate" is visible only if there isn't a previous API key).
Change a User password
Administrators can change the User password: find the User from the Users list (you can use the search box on the top-right of the page to filter), click on 3 dots button and then Edit the User profile.
Now click on the Change Password icon (on the top-right of the header), insert the new password and save it:
According XCALLY Motion Security rules, if the Security Suite is enabled, it must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.
In the same way the Administrator can also change his/her personal password, but in this case the old one must also be provided:
User Profiles
The User Profiles are designed to allow the Administrator to better and easily assign specific permissions to one or more users according to their usual scope of work and role in the organization.
The Administrator is responsible for:
creation of a User Profile
configuration of a User Profile
assignment of a User Profile to a user
The configuration process allows the Administrator to decide, for each Module included in the license, which sections and resources should be made available to the users belonging to a User Profile.
Create a User Profile
Go to Staff → User Profiles
Click on the Add button +:
Insert:
new profile name
description (optional)
permission type (Read / Read and Edit / Read and Delete / Read, Edit and Delete)
Select Mask Sensitive Data if you want the Users belonging to this Profile not to see the personal data of the Contacts, such as the telephone number, the Name and the Email address. If you enable it, remember to specify the number of characters / digits to mask in the Settings - General (Security section):
Edit the User Profile
On the User Profiles List you find all the Profiles that have been created so far.
Click on 3 dots to open the Menu where you find the Edit command:
Here you can Edit User Profile, Clone a User Profile or Delete it
Click Edit User Profile in order to view / change the User Profile's Settings, Permissions and Downloads.
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Settings
In this section you find General information about the Profile, inserted when it was created.
You can change them all, except the Name.
Permissions
Here you can find information on how to add or modify permissions to User Profiles.
By default, when a new User Profile is created all the Modules and Sections are disabled (grey icon):
The icon near the name of the Module can be:
Red for Unlicensed: the Module is not included in the license and no configuration is allowed (e.g. Email or Chat in the image).
Green for Full enabling: all Module's sections and all their related resources are enabled.
To fully enable a Module (e.g. Whatsapp WhatsApp Connector) you can click on the switch button and confirm you choice
So the Module icon turns green and the switch is on.
Orange for Partial enabling: only some Module's sections are enabled or all of them are enabled, but not all their related resources are.
WhatsApp Connector permissions
In order to add or change permissions to WhatsApp Connector to a User Profile, click on the Permissions tab → Whatsapp WhatsApp Connector → Manage
Now you can choose one by one all the sections whose permissions you want to associate to this User Profile among the following:
For example you can enable this types of permissions:
E.g. If you give permission on Whatsapp WhatsApp Accounts you can select some or all accounts for the specific user profiles
Once you switch the selector on, all the resources to which it refers are associated to the User Profile.
You can also automatically associate all the resources of a single section without enabling the entire Module by clicking on the switch inside the Module's configuration panel.
The option “Automatically associate every current and future resource of this section to the User Profile” will associate all present and future resources of that section to the User Profile.
In the configuration panel that will open , you can define for each section:
Visibility = Hide or show the section in the User Desktop side menu, when the User is logged into his web GUI
Permissions = You can override the permissions inherited by the User Profile, by changing it only for a specific section. If the icon is green, it means they are enabled.
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If you only set the Read permission to a Section, all its resources cannot be modified by the user, therefore:
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Dashboards permission
In order to add or change permissions to the default Dashboards to a User Profile, click on the Permissions tab → Dashboards → Manage
Now select the resource (General), set the proper permissions and grant the visibility and Save changes.
If the General Dashboard is not associated to the User Profile, the Home displayed to the User will be like this:
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Otherwise the Home will display the General Dashboard
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If you create Custom Dashboards, you can enable user permissions for them in the Tools Module. |
Staff permissions
In order to add or change permissions to the Staff to a User Profile, click on the Permissions tab → Staff → Manage
And you can choose one or more sections whose permissions you want to associate to this User Profile. For example you can:
choose a list of Agents existing on the system and associate them to the user profile, adding visibility and permissions:
add permissions to specific Teams:
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Remember to associate also the Queues (in the specific Whatsapp Channel Module) if you want the User to manage: the Users having this profile will manage only those who have been associated to it. |
Contacts Manager permissions
In order to add or change permissions to the Contacts Manager features features to a User Profile, click on the Permissions tab → Contacts Manager
Now choose one by one all the sections whose permissions you want to associate to this User Profile among the following:
For example you can:
choose to add all the Contacts on the system to the user profile, adding visibility and permissions:
choose which Lists to associate to this profile and decide which permissions and visibility to give:
associate all the Global Custom Fields to this profile:
Tools permissions
In order to add or change permissions to Tools module to a User Profile, click on the Permissions tab → Tools
Now you can decide which sections to associate to this User Profile and which are the specific permissions and visibility. You can for example enable some resources like the following:
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If you enable one or more Custom Dashboards, they will be displayed in the Dashboard section of the Menu |
Analytics permissions
In order to add or change permissions to Analytics to a User Profile, click on the Permissions tab → Analytics → Manage
Now choose one by one all the sections whose permissions you want to associate to this User Profile among Reports, Extracted Reports and Metrics
The Users who belong to this User Profile will be displayed a desktop user interface containing all the items which have visibility allowed.
Downloads
In this section, the admin can give permission to a specific User Profile to download:
Attachments: Whatsapp Interactions Attachments
Contact Manager Lists: Export Contact Manager Lists to CSV
Omnichannel Interactions: Interactions carried out for WhatsApp channel