First we need to login to our administrator application.

Then let us start by Clicking on accounts over on the left side and we will begin with Agent Accounts first.

Now click on agent accounts. These are the logins that will be used with our agent application.

Click on the grey bar beneath the headers to create a new agent.

Type in a name in for the rep login (this is case sensitive), note you cannot have duplicate agent accounts in the system you will be presented with an error if you try to use the same name twice. 

Let us give a password and choose a Skill. Please reference our agent skill documentation for further explanation on how to create agent skills and what they control but we will choose the test skill for now.

Next option is assigning an extension to our agent login. This is optional but if you wish to take advantage of this feature type a 4 digit number in the box and make sure the extension fixed selector is enabled (the extension number should be unique for the entire server, if you get an error, try a different extension).

You can assign specific data to an agent login. For example if you wanted to assign a ‘telemarketingID’ to an agent you can do this here and it can be referenced in scripting or other advanced reporting.

You can also assign a trainer for the agent. For example, if this is a new hire, you can assign a more seasoned agent to them. The new hire will be able to listen and view the seasoned agent's screen.

Lastly you can mark the account active or inactive. Marking the account inactive is good because you will still have this agent show up in your reports let us say if they no longer worked for your company. At a later date you can delete the account but when this happens the agent’s statistics will not show in your reports anymore.

Note all call data is maintained on our servers regardless of actions here. If you accidentally deleted a user their call data will still be accessible and you just need to re-create the agent account.

Now let us move on to building an admin account. Admin accounts are logins that have access to our Admin Application.

Let us jump back to accounts and choose admin accounts.

So we are going to create a new account now by clicking on the grey bar right underneath the headers just like in agent accounts.

Let us give the account a name, a password (both case sensitive), and we COULD input an email for reference purposes but we are going to skip that for now.

Now we have to set a role for this login we are creating. Roles will grants our users various access levels into our Admin app.

Here is a list of the roles and explanations or you can reference our resource documents on roles for further explanation.

ChaseData Admin Roles Summary

Trainee = Live Dashboard | Recordings |Tools - Instant Message| Support **

Supervisor = Live Dashboard | Data Import – DNC | Recordings | Reports | Tools – DNC, Instant Message, Cell Scrubber | Support

Salesman = LiveDashboard | Tools – Instant Message | Appointment Manager | Support

Monitor-Agents = Live Dashboard | Tools – Instant Message | Support ***

Monitor = Live Dashboard | Recordings | Tools – Instant Message | Support **

Junior Supervisor = Live Dashboard | Tools – Instant Message | Support ***

Junior Manager = Live Dashboard | Accounts - Agents | Data Import – DNC | Outbound | Search | Recordings | Reports | Tools – Dup Check, DNC, Instant Message, Cell Scrubber | Appointment Manager | Support

Manager = Live Dashboard | Accounts - Agents | Campaigns | Data Import – Leads, DNC | Outbound | Search | Inbound | Recordings | Reports | Scripts | Skills | Settings | Tools – all | Appointment Manager | Support

Admin = Access to Everything. Can export / delete campaigns and leads. Can create other Admin accounts.

Now that we have shown you some roles we are moving on to finalize this account.

Next would be setting specific data for our account if needed. This works the same was the agent specific data does.

Relative Campaigns will allow you to limit which campaigns a user has access to see in their reports and on Livedashboard. This is a great way to filter your call center for your managers so they only see what you want them to.

Relative Reps works just like relative campaigns just you limit down to the reps themselves. This great if you want to limit team leaders to their specific agents only.

Note you cannot use these options in tandem you have to choose whether to limit by campaign or by reps.

The monitoring PIN is used if a manager would like to listen/coach/barge from a landlind or mobile phone. They would call a number assigned to the server, enter their manager PIN then using the following: 77 + ext - Listen, 88 + ext - Coach, 99 + ext - Barge, 0 - stop monitoring
NOTE: You should set the agent extension and make it fixed in order for monitoring via PIN to work

You can also enable the screen sharing feature for specific admin accounts here. By enabling this, you will allow the admin to view the agents screen by right clicking on an agent name from the live dashboard.

We can hit enter and now the account is created and ready to use.