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User management is part of the Administration menu of the 3Dolphins Application. User management allows account administrator to manage their users, such as add, delete, and assign roles and add-on features. The available user management actions are :
- Add, edit or delete groups,
- Add, edit or delete user data,
- Blocked and unblock user,
- Kick user.
- Upload User.
First, login as ‘Administrator/Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page.
Go to Administration and click the user management menus, then you will see a user management page.
Groups are very useful if you have multiple departments handling different cases. Different groups can distinguish between purposes, e.g., Product and ROOT. Simply assign a user to a group, and control each group’s access. They can significantly shorten case resolution time and reduce transfers between agents working in different departments.
This section describes for how to manage group. Users can be members of groups, these groups determine user access privileges to control the user can interact with the system. To view and manage the users group in 3Dolphins apps, select Administration menu > User Management > Group. On this page, you can find, edit and delete existing groups, as well as add new groups.
How to Create New Group
This section contains instructions on how to add new user groups, link groups with users either when users are created or when editing user data. All this can only be done by users who have the privilege of being an administrator or supervisor.
In the upper right corner, click the +New Group button. Type the name of the group to be created and click the save button. Then, the new group will be displayed on the group management page, as shown below.
How to Edit Group Name
Sometimes, you might need to edit a group name. Maybe it’s because the group in your division or company has changed or been replace by another division or groups.
Select a group from the list of the group management page, click the ‘Edit‘ button. Update group name as needed and then click the ‘Save‘ button. After clicking the save button, the name of the group will change according to the keywords entered.
How to Assign Form in Group
In 3Dolphins apps you can attach the form in chat or add a customer case to the ticket. To be able to do that, you need to assign forms to each group. If the form isn’t assigned to the group, you won’t be able to see the form in the customer case feature or the list of forms when you will attach the form to the customer’s message.
In the group management page, select a group and click the ‘Form‘ icon. Then, you will see a pop up to assign form. Select form on the ‘Available Form‘ by clicking the plus button, so the form that has been added will appear in the ‘Group Form‘ column, as shown images below.
How to View Team Member Group
In group management, you can see the number of team members of each group and see who the users are assigned to the group. To see a list of team members, you can select a group and click the team icon, as shown below.
How to Remove Group
Groups allow system administrators to apply certain permissions or access to groups of users. It is sometimes necessary to remove a group from a system when it is no longer needed. Before a group can be removed, any users assigned to the group should be reassigned to another group. Because, if the group you want to remove still has team members, the group will be locked and you will does not allow to remove the group.
In the group management page, select the group and click the delete group icon. Then, you will be prompts to confirm the delete request, click ‘Yes‘ to proceed remove group or you can click ‘No‘ to return to the group’s page.
A User tab in 3Dolphins application is a collection of users that have been added manually or via file upload to get access to the 3Dolphins apps. Administrators can specify the privileges and groups of each users. In this section, you will learn about users and how you add users to your 3Dolphins apps and edit or delete users from 3Dolphins apps.
A user is anyone who logs in to 3Dolphins apps. Users are employees at your company, such as supervisor, customer support, trainer and quality assurance who need access to the 3Dolphins apps. The user account identifies the user, and the user account settings determine what features the user can access.
To view and manage the users in 3Dolphins apps, select Administration menu > User Management > User. The user list shows all the users that can access to 3Dolphins apps. From the list, you can add new user, edit a user’s details, delete user.
How to Create New User
Before people on your team can sign in and use 3Dolphins application, they need a user account. You may choose to add users one at a time or several at a time used upload file. In this section we will learn how to add user accounts by adding them one at a time. When adding a new user, the administrator can determine the privileges and groups of each user.
In the upper right corner, click +create new user button. Then, you will see a blank form to add new user. Enter the information required like identity number, email, first name, nick name, etc.
- In the ‘Basic info‘ information area, enter the following data :
|Identity Number||Required. User’s identity number.|
|First Name||Required. This is the first name 3Dolphins application displays to represent the User.|
|Last Name||This is the last name 3Dolphins application displays to represent the User.|
|Required. Enter the user’s email address. This is the address that 3Dolphins uses to login on 3Dolphins apps, send email notifications based on triggers and password resets.|
|Nick Name||Required. This is the nick name of the user used in the user’s profile.|
|Profile Link||Sets the link of user’s profile picture.|
|Max Queue||The concurrent max assignment sets a cap on the number of chats your agent will receive at once (the number can range from 1 to 99).|
|Room Name||Room name for conference call.|
|Room Chat||Room chat for conference call.|
|Language||Sets the user’s language.|
|Dashboard||Sets the user’s role dashboard.|
|Group||Assign the user’s to groups.|
|Privilege||Decide on the agent’s role (Administrators / Supervisors / Operator / Trainer/ Quality Assurance)|
|Tag is Mandatory||Tick this checkbox to allow tags ticket is mandatory. It’s mean if users will close the ticket, users will requested to add tagging ticket.|
|Case is mandatory||Tick this checkbox to allow case ticket is mandatory. It’s mean if users will close the ticket, users will requested to add customer case to the ticket.|
|Allow to search all ticket||Tick this checkbox to allow search all ticket. It’s mean Users can search all ticket, even though the ticket is in a different group.|
After you have finished entering all information of user, click the save button or you can exit or cancel the process of adding a new user by clicking the closed button on the pop up form.
For example, click the save button. Then, if a new user is successfully created, you will see a successful notification pop-up. To be sure, you can do a user search.
Now you’ve learned how to add users to 3Dolphins apps, to keep your data safe by configuring what your users can access, you can grand and revoke access modules in the administration menu > users privilege. For more detailed information, please refer to the user’s privilege document.
How to Edit an Existing User
To change user details such as a users profile, role or contact information, you can edit the user account. Select the users from the list and click on the edit icon.
For example, on the form of edit user, edit the contact information and click the save button. If the user data update is successful, you will see a success notification pop-up. However, if you want to cancel editing the user account, you can exit the process at any time by clicking the close window, so that any changes made will not be saved.
How to Remove User
Sometimes, you might need to delete a user account. Maybe because the user moved to another division or company.
Select the user and click delete button. Then, you will be prompts to confirm the remove request, click ‘Yes‘ to proceed remove user or you can click ‘No‘ to return to the list user’s page.
How to Search Data User
This feature allows you to search for user accounts, maybe when you want to edit user contact information, delete users or even to ensure that the user is still or has been registered.
Enter a name in the search field and press the enter button, then you will see a name suggestion, as shown below.
Select the name of the suggestion and you will see the user account you are referring to as shown below.
Usually, users in this blocked tab are users who have a blocked account because they have entered the maximum login or user account that has expired.
To unblocked a blocked user, go to Administration menu > User Management > Blocked. This will take you to a list of blocked user. Select the user and click Unlock icon (), as shown below.
Usually, users in this active tab are users who have an active session in 3Dolphins apps. For each active session, you can see the corresponding account name and role group user. So, the administrators or supervisors can monitor any users who log into the application, and when a user has a problem, the administrator or supervisor can immediately kicked the user’s active session in 3Dolphins apps.
You can kicked users active session in Administration menu > User Management > Active. Select user and click kicked icon.
When you are assigned to register several or even many users, it will take quite a long time if you register and input one user at a time. This feature allow make it easy for you to add multiple users at one time using file uploads.
First, you need to download the template file in the upper right corner. This template that you will use to enter user account information, to uploaded in the 3Dolphins application.
Open the downloaded user template file. Then, enter the information required like identity number, email, first name, nick name, etc.
Please enter ‘Language’, ‘Role’, ‘Group’ and ‘Privileges’ according to the writing in the 3Dolphins application (e.g. If in the 3Dolphins apps the Group is written in capital letters, then you also need to enter the name of group in template file in capital letters).
If the file is already, click the Choose button to upload the file, and 3Dolphins will redirect you to find file in the local. Select the file and click the Open button.
Wait for the user data upload process to succeed.
If the user data upload is successful, you will see a success notification pop-up as shown below.
After file upload success, you should view the upload users results screen in user list page. Type the username in the search field and press the ‘Enter‘ button, then you will see the name of the suggestion. Select suggestion name and user will display as shown below.
However, if user data upload fails, you will see a error notification pop-up as shown below.
Team Collaboration Chat
The new featured of team collaboration chat allow you to discuss with other user (Agent, Supervisor, Trainer, Quality Assurance, etc) in the channel’s, private group or Direct Message (DM).
Go to administration and click the user management menus, then you will see a user management page. Click the ‘User‘ tab, then you will see a user list page. Select user and click add button ().
At the top side, click team collaboration chat icon (). Then you will see a pop up form of team collaboration chat as shown below.
To view channel or list member, click directory button ().
For example, select user to start a new personal message, and compose your message in the box at the bottom of the chat.
When you’re ready, click send button (). Everyone who has access to the chat (Example : Olivia Wilder) can see your message.
Send More Message
Once the chat has begun (whether group or one-on-one), just click it in the chat list to dip back into it and send more messages.
Edit or Delete Message
You can edit or delete any message that you have sent to a chat or channel. In the message, click ‘More options‘ button () > Click ‘Edit‘ or ‘Delete‘ button.
Mark a Message as Unread
If you want to remember to read a message later, you can mark it as unread. In the message, click ‘More Options‘ button () > Click ‘Mark unread‘.
Say More With Reaction
You can quickly respond to any message with an emoji reaction. Click emoji reaction () in the message and select the one you want.
Then, the emoji will appears in the message, such as images below.
You can send file to any message. Click ‘Plus‘ button () in the box message and select the file you want, i.e :
- Document : [.doc], [.pdf]
- Video : [.mp4], [.m4v]
- Audio : [.mp3], [.oog], [.wav]
- Images : [.jpg], [.png]
For example, send file ‘video‘ such as images below.