# Get Started
Here are the articles in this section:
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[Pre-Requisite](/3dolphins-srm-specification)
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[FAQ User](/faq-user)
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[Task Management](/task-management/task-management)
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[Administration](/administration/user-privilage)
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[Integration](/integration/channel-connector)
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[Employee](/employee/operator-shift)
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{% content-ref url="/pages/-MUC9gvQbixbktuE--Qv" %}
[Marketing](/marketing/public-post)
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{% content-ref url="/pages/-MTn7\_0xKIWW93oh53kX" %}
[Sales Activity](/sales-activity/lead)
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{% content-ref url="/pages/-MNgZ65-W1WVBF4GajqB" %}
[Customer Service](/customer-service/introduction)
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{% content-ref url="/pages/-MS2FhVVZzEILwrmniGY" %}
[Quality Assurance](/quality-assurance/performance-rating)
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{% content-ref url="/pages/-MROxN0odPu-WaEnaM60" %}
[Bot Settings](/bot-settings/bot-manager)
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{% content-ref url="/pages/-MT4rkH7Sr5jjHhnzT0x" %}
[Analytic](/analytic/live-agent)
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[API](/api/service-api)
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# Pre-Requisite
### Systems and Browser Requirement For 3Dolphins SRM User
3Dolphins recommend users of 3Dolphins SRM to this following minimum requirement, so that they can have the best experience using the 3Dolphins Platform.
### **Desktop Specification Requirement**
Below are the minimum Desktop requirements for 3Dolphins user:
* Intel Core i3 or higher
* RAM 8 GB or higher
### **Operating System Requirement**
For the Desktop OS, we recommend to use Microsoft Windows or Apple OSX.
#### **Microsoft Windows**
* Windows 8 (Minimum) or higher
* Windows 10 (Recommended) or higher
#### **Apple OSX**
* OSX 10.13 High Sierra (Minimum) or higher
* OSX 11.0 Big Sur (Recommended) or higher
### **Browser Requirement**
We recommend using the latest version of **Google** **Chrome** to have the best experience using 3Dolphins Platform. The 3Dolphins platform also works well in the latest version of Mozilla Firefox, Apple Safari and Microsoft Edge.
#### **Google Chrome (Recommended Browser)**
* Chrome v86.0.4240 (minimum) or higher
* Chrome v88.0.4324 (Recommended) or higher
#### **Mozilla Firefox**
* Firefox v83.0 (minimum) or higher
* Firefox v85.0 (Recommended) or higher
#### **Apple Safari**
* Safari v13.1.12 (minimum) or higher
* Safari v14.0.2 (Recommended) or higher
#### **Microsoft Edge**
* Microsoft Edge v86.0 (minimum) or higher
* Microsoft Edge v88.0 (Recommended) or higher
{% hint style="info" %}
3Dolphins Platform is no longer providing support for Microsoft Internet Explorer
{% endhint %}
This following browser configuration is required for 3Dolphins user
1. JavaScript must be enabled
2. Cookies must be enabled
3. LocalStorage must be enabled
### **Network Requirement**
As the general rule, each 3Dolphins user connected to the network / Internet connection should have a **stable network connection** at minimum **5 Mbps** (both upload and download).
To ensure a smooth experience when using 3Dolphins Platform, each 3Dolphins user agent recommended having **stable network connection** with **10 Mbps** or above (both upload and download).
### Standard Resolution
We recommend changing your device's screen resolution to **1920 x 1080**, **1366 x 768**, or **1280 x 720** for more optimal use of our 3Dolphins app.
# FAQ User
# User Management
# What should I do if the user still has an active session?
Sometimes, you may forget to log out from your 3Dolphins account after using it or, accidentally close your browser. Thus, will prevent you from being able to log in because you still have an active session like the images below.
If you're having trouble like that, here are some things you can try:
1. Contact your **Administrator.**
2. Try login again by using your credentials username and password.
But if you are **an Administrator**, follow the steps below to resolve this problem:
1. Go to the **Administration** menu.
2. Click the **User Management** page.
3. Click the **Active** tab.
4. Select the user that you wanted to kick.
5. Click the **'kick user'** icon ( ).
6. Try login again by using your credentials username and password.
# What should I do if the user is locked?
This notification will display if you try to log in using the wrong password or username more than three times as shown images below.
If you're having trouble like that, here are some things you can try:
1. Contact your **Administrator.**
2. Try login again by using your credentials username and password.
3. But if you still having trouble, click the **'Forgot Password'** Button to reset your password.
4. Enter your email address to receive the reset link.
5. Click **'Request Reset Link'**.
6. Open your email address according to that entered before.
7. Click the **'Change Password'** link to recover your account.
8. Enter your new password.
9. Confirm your new password.
10. Click the **'Change Password'** button.
11. Your password successfully has been reset.
12. Try login again by using your credentials new password and username.
But if you are **an Administrator**, follow the steps below to resolve this problem:
1. Go to the **Administration** menu.
2. Click the **User Management** page.
3. Click the **Blocked** tab.
4. Select the user that you want to unlock.
5. Click the **'Unlock'** icon ( ).
6. Contact your user to log in again by using their credentials username and password.
# Ticket Management
# What should I do if the customer ticket cannot enter the assigned tab?
The ticket cannot enter the assigned tab of Agent probably because your agent's status is still **Unavailable**. To solve this problem, do the followings steps:
1. Log in as **Operator**.
2. On the right top of the page, click the **'change status'** button ( ).
3. Change your status becomes **Available**.
4. Click the **'save'** button ( ).
5. Please try again by doing a simulation connect to the Agent or Operator (CS).
Or, maybe your agent turns out not in your rule channel. If this problem occurs, you must add your agent to your team member. Here are things you can try:
1. Log in as **Supervisor** or **Administrator**.
2. Go to the **Customer Service** menu.
3. Click the **Rule Management** menu.
4. Check whether the user has been added to the channel rule management or not.
5. If the agent surely not in your channel rule, click the **'Add Team Member'** button.
6. 3Dolphins will direct you to a pop-up add team member in the rule channel.
7. Search and add your team members by clicking the 'plus' button ( ).
8. After adding the team member, check again by doing a simulation connect to the Agent or Operator (CS).
# Bot Settings
# What should I do if the bot doesn’t respond?
Usually, this occurs since the bot has not been attached to the channel you are currently using. Here are things to solve this problem:
1. Log in as **Administrator**.
2. Go to the **Bot Settings** menu.
3. Click the **Bot Manager** page.
4. Select your Bot.
5. Click the **'channel deployment'** button ( ) on the bottom of the bot.
6. 3Dolphins will redirect you to pop-up channel deployment. To add the channel, select channel and click the 'plus' button ( ) on the 'Available Channels'.
7. If the attached is successful, you will see the selected channel before on the bot channels section.
8. Test the dialog on the bot emulator.
# What should I do if the bot doesn’t respond as expected?
Usually, this happening because the bot doesn't have knowledge to answer the question. To resolve this problem, you may do this:
1. Log in as **Administrator**.
2. Go to the **Bot Settings** menu.
3. Click the **Bot Manager** page.
4. Check whether the FAQ module and Dialog module have been attached? If not, do the attached FAQ module and Dialog module.
5. If FAQ module and Dialog module has been attached, do a reattach FAQ module and Dialog module on the bot.
6. Test the FAQ or dialog module on the bot emulator and see what modules the dialog is stored in.
7. If you want to update your knowledge or dialog, navigate to **FAQ Knowledge** menu or **Dialog flows** menu.
8. Search the knowledge or dialog according to the FAQ or dialog module that was previously obtained and update the dialog or knowledge.
9. Check the bot again with bot emulator.
# Data Settings
# Which App Server, Web Server, and Database are used by Chatbot 3Dolphins SRM?
For web server, we use **'Apache tomcat'**.
For our core database using **'Apache Solr'** and for metadata storage using **'MySQL'**
# When Chatbot is running on Linux. What process does UP / RUNNING signify that the app is running?
#### **When Chatbot is running on Linux. What process (service) does UP / RUNNING signify that the app is running? And what processes must be monitored on the App Server, Web Server, DB Server, etc. if using other additional software**.
These are the elements needed to ensure the application runs well:
* Running MySQL.
* Running Minio.
* Running zookeeper-solr.
* Running zookeeper-kafka.
* Running Kafka.
* Running solr on database.
* Running memcached.
# If the process experiences an abnormal stop (fall) and cannot be increased again in the normal way.
#### **If the process experiences an abnormal stop (fall) and cannot be increased again in the normal way, what should be done; also related to escalation procedure.**
* For the solr process there are six services running, each of which has two on each Datsocmed and is on ports 8983 and 9090. To find out whether the service is running or not is to use the telnet **{IP}** command with port 8983 or **{IP}** with port 9090, or by opening the Solr UI by accessing **http: // {IP}: {port} / Solr**
* For the zookeeper-solr process, there are three services running, each of which is one on each Datsocmed and is on port 3181. To find out whether the service is running or not is to use the telnet **{IP}** command with port 3181.
* For the zookeeper-kafka process, there are three services running, each of which is one in each Datsocmed and is on port 2181. To find out whether the service is running or not is to use the telnet **{IP}** command with port 2181.
* For the kafka process, there are three services running, each one in each Datsocmed and is on port 9092. To find out whether the service is running or not, use the telnet **{IP}** command with port 9092.
* For the minio process there is one service running that is on datsocmed3 and is on port 9000. To find out whether the service is running or not, use the telnet command datsocmed3 with port 9000 or run the “**ps -ef | grep minio**” process.
* For the mysql process, there is one service that runs on datsocmed3 and is on port 3306. To find out whether the service is running or not, use the telnet command datsocmed3 with port 3306 or run the “**ps -ef | grep mysql**” process or with “**systemctl status mysqld**“
* For memcached process, there is one service that runs on datsocmed3 and is on port 11211. to find out whether the service is running or not, using the telnet datsocmed3 command with port 11211 or run the “**ps -ef | grep memcached**” process, or with “**systemctl status memcached**“.
* For the dolphin web UI process, each server runs one dolphin web UI service with port 9080. To find out whether the service is running or not, use the telnet **{IP}** command with port 9080 or run the “**ps -ef | grep dolphin- web**“
* For the social coordinator process, there are two services running, each of which is 1 in each colsocmed and is on port 14000. To find out whether the service is running or not, use the telnet **{IP}** command with port 14000 or run the “**ps – ef | grep social**“.
# How to monitor 3rd party service?
#### **How to monitor 3rd party service (dhi. Connection to mSmile server / service, connection to Jatis for WA, etc. if there are others). Contact Person and escalation procedure (for example their helpdesk).**
For the existing 3rd party service that we now integrate with WhatsApp JATIS. To check the service to the Jatis server, do it at colsocmed1 by using the telnet command to **interactive.jatismobile.com** with port **443**.
# On performance monitoring. Can it be monitored and does it have a dashboard?
For monitoring performance, we suggest using kibana.
# What needs to be backup?
You should always to back up:
1. Solr
2. MySQL.
# How do backup Solr? Is there a menu from apps to do backups?
To perform a backup Solr:
1. Copy the 3dolphin-data and zoodata-solr directory in each of the datatms.
2. There is no backup menu on the UI but we make cronjob by daily.
# What Backup cycle is used? Full or incremental?
We recommended using backup full.
# What data is stored on the server?
The data saved in the form of indexing from solr integrated with zookeeper-Solr, as well as MySQL in the form of the contents of 1 MySQL database.
# Housekeeping data procedures and technical guidelines. Is there a menu from Apps?
For housekeeping data is not available from the apps menu but we make cronjob by weekly to delete the last 7 days of data that were previously backed up.
# How to convert milliseconds API fields to Apache Solr Date format using Microsoft Excel
Request for extracts raw data for customer needs cannot be avoided as in some cases there is data that necessary to be extracted. For Example, raw data on form management. To perform this, customers should take advantage of access from the 3dolphins API or request the support team to collect the data.
However, sometimes there is a case on 3Dolphins API response result is created\_date field in milliseconds as shown below.
The image above shows the Query API generated using Postman. It shows the output generated in the fields for **tanggal\_lahir** and **created\_date** is still on milliseconds, while the output required by the customer is in date-time format.
If it happens, data retrieval must on the Apache Solr database by query directly without going through the 3Dolphins API so, the format will match the date field in Apache Solr.
Apart from this, you may still use the 3Dolphins API by converting the field into a .xls or CSV file, and then the format will be changed **using a formulation** in Microsoft Excel.
To convert millisecond fields to date format in Microsoft Excel by following these steps:
1. Add the following formulas to convert fields in Microsoft Excel. The formulation is:$$=({the intended field column} /86400000)+DATE(1970;1;1)$$
2. The picture below shows created\_date on the H field still uses milliseconds. Meanwhile, the I field are results after field H converted into date format using the formulation like this:$$(H2/86400000)+DATE(1970;1;1)$$
3. Format result will be similar as date-time format as the date format in Apache Solr in Microsoft Excel, i.e. **yyyy-mm-ddThh:mm:ss.ssZ**
# Task Management
Tasks are small portions of individual work items that agents must complete within a specific time frame when handling customer tickets. This item can usually be tracked through the task name, task priority, and the status of each task. ach task has a title or description, start date and end date including the task owner, observer, and many more.
This feature allows users to create, edit, assign, and manage a series of tasks, where each task can have different team members responsible for completing it. Task management is a simple yet effective way to break down work into smaller tasks, speeding up resolution and increasing individual accountability. With task management, it becomes much easier to understand which work is assigned to whom and the deadlines for each individual.
Go to the **Task Management** menu, and you will see a task management page like the images below.
**Component Explanation:**
| Name | Description |
| ----------------------- | ------------------------------------------------- |
| Task Name | Indicates name of the task that has been created. |
| Owner Task (Created by) | Indicates who created the task. |
| Created Date | Indicates when a task has been created. |
| Due Date | Indicates the deadline for completing the task. |
| Task Status | It display each task's status. |
# Task
The **Task Page** is a dedicated page within the work management system that displays a list of tasks along with their key details (such as task name, creator, creation date, due date, status, and others). This page enables Agents to more easily organize, monitor, and complete their work.
To get started, you can access the **Task** Page through the **Task Management** menu, as shown in the image below.
Task Page
**Component Explanation:**
| Name | Description |
| ----------------------- | ----------------------------------------------- |
| Task Name | It refers to the name of the task you created. |
| Owner Task (Created by) | Indicates who created this task. |
| Created Date | Indicates when this task was created. |
| Due Date | Indicates the deadline for completing the task. |
| Task Status | Indicates the status of each task. |
# Task Feature
### **All Task**
It shows all tasks accessible to you, including tasks with statuses 'Not Started,' 'On Going,' 'Done,' 'Overdue,' and 'High Priority. The task status may have different colours depending on the status:
1. Not Started (Grey): indicates the task that have been created but not yet started.
2. On Going (Orange): indicates the task are underway being completed.
3. Done (Green): indicates the task already accomplished.
### **Overdue**
The overdue task is a task that has an actionable pending on it, for which there is a hard deadline. An overdue task usually demands the highest attention to ensure closure as soon as possible.
### **High Priority**
A high priority tab is where you turn to actually start getting things done. The high priority is to make a responsible person understand that this task is important and needs to be completed as soon as possible.
You can choose which task to locate in here - you can edit the task and enable the high priority button to make it your priority.
### **Calendar**
In the **Calendar** view, you will see a calendar with task deadlines. And, at the top right of the calendar, you can view a task based on the due date or created date.
### **Notification**
You can receive various notifications about the task activities, like when you receive comments on your task or when you added as the observer, responsible, or participant.
### **Search Task**
In the top right corner, you can search a task based on its name.
### **Sort Task**
You can sort tasks on the all tasks tab, overdue tab, or high priority tab. Tasks can be arranged in either ascending or descending order according to the date when they were created or deadlines.
# Create Task
To create a new task, click the **'+ New Task'** button in the upper right corner. Tasks can be created for individual agents, several agents, or the entire agent's group. For example, enter the task name and details of the task.
### Mark Task as High Priority
A High priority is to make a responsible person understand that this task is important and needs to be completed as soon as possible. By default, every task created has a low priority. However, if you want to mark the task as a high priority, just activate this option.
### Set Due Date and Reminder Date
**Due date** allows you to add the estimated time required for each task. When creating a task, click due date and specify the date and time estimated for the task.
{% hint style="info" %}
It is possible to set the due date feature mandatory or optional.
{% endhint %}
If you have too many tasks, it becomes hard to remember all of them. In 3Dolphins, you can set **reminder date** and be sure that you won’t forget about those tasks. When creating a task, click reminder date and set the date and time of the reminder.
### Add Related Ticket
You can add tasks based on ticket customers by inputting keywords based on 'customer name' or 'ticket number'.
{% hint style="info" %}
It is possible to include multiple related tickets in one task.
{% endhint %}
### Add Responsible Person
You can add a person who will work on a task and will be responsible for its implementation such as start the task, edit the task and finish the task.
### Add Participant
You can add users that can help the responsible person to finish the task if it’s needed. They can perform the same actions as the responsible person like starting and finishing the task.
{% hint style="info" %}
This feature can be configured to be applied or concealed.
{% endhint %}
### Add Observer
You can add users that can observe the work on the task, leave comments, get notifications, but can’t participate in the work on this task, such as start task, edit the task and finish the task (observers can only view the task).
### Add To Do List
A task to do list is a type of 'checklist' item that helps ensure consistency and completeness in carrying out a task. To do that, add items to the box section of the to do list, and then click the **'Plus'** button. You can also delete a checklist item by clicking the **'Delete'** button ().
### Add Attachment
You can attach supporting documents to each task that created. The document can be a file, image, audio, or video.
Attachment
### Add Multiple Task
it is now possible to submit multiple tasks simultaneously with the development of the **'Another Task'** button.
Another Task
Add task information as needed. Then click the **'Add'** button to add your task. There is no limit to adding tasks simultaneously.
Another Task Added
# Edit Task
To edit the task, select the task that you want to change. Then you will see a popup of ticket task, then click the **'Edit'** button.
In the popup of edit task, you can edit task name, detail task, priority task, add to do list task, add or change responsible, observer, participant, and many more. For example, you want to add a new item to your to do list. Then, click the **'Edit Task'** button.
# Delete Task
### **Delete Task**
If you want to delete the task by select the intended task. Then, you will see a popup of ticket task. In the upper right corner, click the **'Edit'** button. You will see dialog popup from edit task in the left corner, and click the **'Delete Task'** button.
{% hint style="info" %}
You can also enable or disable the feature delete task.
{% endhint %}
Delete Task
# Ticket Task Feature
### **Start Task**
After the task has been added, select the intended task to start working on it. Then, you will see a popup of ticket task, and click the **'Start Task'** button.
{% hint style="info" %}
A configuration is available to initiate starting task immediately upon being created.
{% endhint %}
Start Task
You will get a notification if the task has already started, and the task status will change to "On Going", as shown below.
### **Duration Task**
Task duration is determined initially upon task created. There is a tooltip in the duration field that displays the task duration details, which helps track the task's duration after reopening. Each duration item is described below:
* Duration: Indicates the time frame since the task was created.
* Times reopened: Indicates the number of times this task has been reopened.
* Previous duration: Once the task is reopened, the duration that was previously in the "New Duration" section will be moved to this field.
* New Duration: This represents the duration when the user began a task by clicking the "Start Task" button. This parameter will have the same value as the duration field if the configuration for automating the start task after created is enabled.
Duration Task
### **To Do List Task**
In the to do list section, tick the needed element to complete the task.
### **Comment Task**
To add comment to a task, select the intended task. Then, you will see a popup of ticket task. In the discussion section, enter your comment and click the **'Send'** button.
### Timeline Task
The timeline aims as a historical record of the task's ongoing activities. To view the timeline, click the **'Timeline'** tab at the popup bottom of the ticket task.
Timeline
### **Finish Task**
If the tasks have been completed, you can mark the task as concluded by selecting it and click the **'Finish Task'** button.
You will get a notification if the task has already finished and the task status will change to "Done" also move to the list as completed task.
Task Done
### **Reopen Task**
This feature was developed with the aim of reopening a task if it is concluded as unfinished task although the user already marked this task as finished. To use this feature, select a task with the status "Done". Then, a popup ticket task will appear. Click the **'Reopen Task'** button.
{% hint style="info" %}
This feature is only available to the owner task and the responsible person.
{% endhint %}
Reopen Task
# Automation
**Task Automation** is a feature used to create and manage automated actions, allowing tasks to be completed faster and more efficiently without the need for manual execution.
Similar to **Ticket Automation**, the **Task Automation** feature is also controlled through the creation of **Triggers**. Each Trigger has specific rules, and when its conditions are met, the system will automatically perform one or more actions according to the predefined rules.
To use this feature, navigate to the **Task Management** menu, click on **Automation**, and you will be directed to the Automation page as shown in the illustration below.
Automation Page
# Add Modul Automation
To create a new automation rule, you can start by adding a Automation module. When adding a module, you can assign a name to the rule, define the rule's trigger (Trigger), add condition filters (Filter), and specify the actions that the system should execute automatically (Action) once the trigger and filter conditions are met.
To create an automation module, click the **Add (+)** button located in the top-right corner, and you will be presented with the **New Module** form, as shown in the illustration below.
Form New Module Automation
**Component Explanation:**
| Componenet | Description |
| --------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Automation Name | The name of the automation module being created. |
| Trigger | The trigger that initiates the automation. |
| Filter | Used to filter specific conditions so that the automation only runs when the requirements are met. |
| Action | Used to define the actions that will be executed when the trigger and filter conditions are met. |
| Active or Inactive |
Active = The automation is immediately executed by the system.
Inactive = The automation is saved but not executed.
|
| Automation Modules | A list of all available automations, both active and inactive. |
| Delete Automation | A button to delete the automation module. |
| Duplicate Automation Module | A button to create a duplicate of an existing automation module. |
# Automation Component
## Trigger
You can define the initial condition that triggers an automation through a **Trigger**. A Trigger serves as a signal or condition that must be met before the automation can be executed. With a Trigger in place, the system can automatically respond to an event or input without requiring any manual action.
|
| from | Used to restrict the automation so that it only runs if the trigger (role) comes from a specific group/team. |
| when agent |
The time condition for when the automation is executed.
The available conditions are:
On Created: The automation is executed when a new task is created.
On Update: The automation is executed when a task is edited or modified.
On Comment: The automation is executed when a new comment is added to a task.
On Started: The automation is executed when a task is started.
On Finish: The automation is executed when a task is completed or marked as finished.
|
## Filter
A filter functions as an additional qualifier that determines when an automation is actually executed. With a filter, the automation does not always run every time a trigger occurs, but only when specific conditions are met.
| Serves as the determinant of the source form that acts as a requirement for the automation to run. |
|
|
Is = The automation only applies to tasks created from the selected form.
Is Not = The automation applies to all forms except the selected form.
|
|
| The form used as a template to create tasks that enable the automation to run. |
## Action
**Action** is an automated task executed by the system once the Trigger and Filter conditions are met. In other words, an Action represents the final outcome or response carried out by the system based on the predefined conditions.
Indicates how the system executes actions, consisting of Parallel and Sequential modes.
Parallel: All actions are executed simultaneously.
Sequential: Actions are executed one by one in order.
|
|
| Specifies the action to be performed. |
|
| Specifies the Process Flow to be executed. |
# Delete & Duplicate Automation
## Delete Automation
The **Delete** feature is used to remove an existing automation rule or workflow. Deletion is typically performed when an automation is no longer relevant to the business process, when requirements have changed, or when it needs to be replaced with a new rule.
To begin, click on the module listed in the module panel on the right side of the automation page. Then, click the **Delete Automation** button, and a pop-up will appear to confirm the deletion of the module. Click **Yes** if you want to delete the automation, or click **No** if you want to cancel the deletion process, as shown in the illustration below.
Delete Automation
## Duplicate Automation
The **Duplicate** feature is used to copy or replicate an existing automation rule. With this function, you don’t need to create a new automation from scratch; instead, you can duplicate an existing rule and then adjust it according to your needs.
To begin, click on the module listed in the module panel on the right side of the automation page. Then, click the **Duplicate Automation Module** button. A success notification will appear, as shown in the illustration below.
Duplicate Automation Module
# When Agent On Created
In **Task Automation**, the filter used is **Form**. To create a new form, you can use[ this](/customer-service/form-management/form-builder) menu while also viewing the list of available forms. When saving a form, it is essential to ensure that the selected form type is **Task Management**. This ensures that the form can be recognized and automatically displayed within **Task Automation**.
In other words, if you create a form with a type other than **Task Management**, the form will not appear as an option in **Task Automation**. Therefore, make sure that every form intended to be used in the task automation process is saved with the correct type.
This also includes applying an action for an Agent when the status is set to **Created**. The **Created** status indicates that the Agent is in the process of creating a new task. To enable this automation, you must define the **Trigger**, **Filter**, and **Action**, as shown in the image below.
Task Automation
For example, when a ticket is received on the Customer Support page, the Agent can immediately add a task by clicking the **Add ( + )** button on the selected ticket, and then filling in the details of the new task as shown in the image below.
{% hint style="info" %}
Within the Task Case, make sure to use the same form as the one defined in the **Automation Module**.
{% endhint %}
Add Task
After adding a new task, you will see a success notification, as shown in the image below.
Customer Support Page
To ensure that the process flow is running properly, open the **Process Flows** page under the **Bot Setting** menu. Then, locate the process flow you have created and click **Log** to review its execution, as shown in the image below.
Log Process Flow
When the process is successfully executed, the display on the customer live chat page will appear as shown in the image below.
Customer Live Chat
# User Privilege
You can use users’ privilege levels to control who can perform which activities in the module. In other words, privileges specify control user's access to the module. Each user has different privileges associated with it.
Administrators and Supervisors can grant or revoke all available modules privileges to users. The privilege can’t be removed if users are assigned to the privilege, the users should be reassigned to another privilege.
If you want to access this menu, log in as **Administrator** and go to the **Administration** menu and click the **User Privilege** menus, then you will see a user privilege page such as the images below.
# User Role and Permission Level
A role groups several privileges and roles. A role must be selected for a user account before it can be used by the user. 3Dolphins provides some predefined roles to determine user access rights.
Role Name
Description
No.
Administrator
Admin’s main role is to share responsibility regarding 3Dolphins account by assigning roles Administrator / Supervisor / Operator (Agent) / Quality Assurance or Bot Trainer to other users, admin is also responsible for integration channel, system configuration, data settings, add, edit and delete user management, grand and revoke module access and other things related to the 3Dolphins system.
1.
Supervisor
The role of SPV is responsible for monitoring performance agents, ticketing monitoring, and control daily activities through a system that is available on the 3Dolphin system.
2.
Operator
The role of the Operator (Agent) is responsible for managing ticketing customers.
3.
Trainer
The role of the Bot Trainer is responsible for the knowledge base of the Bot, whether it’s FAQ knowledge or dialogue.
4.
Quality Assurance
The role of Quality Assurance (QA) is responsible for evaluating the performance of the agent.
5.
Quality Assurance Manager
In this role, you can see a list of ratings or tickets that have been appraised by quality assurance, besides that you can also approve the tickets transferred by the quality assurance to be given an appraise by the QA Manager.
6.
Sales
In this role, you can perform all sales activities like adding new deals, updating deals to win or lose, adding tasks to deals, adding new products, adding new companies, adding new contacts, etc.
7.
Sales Manager
In this role, you can perform all sales manager activities like adding new deals, adding new pipelines to deals, updating deals to win or lose, adding tasks to deals, adding new products, adding new companies, adding new contacts, etc. Only the sales manager role can add or update pipelines.
8.
Marketing
In this role, you can perform all marketing activities like sending public posts, sending message notifications, adding new audiences, create new templates for notification, etc.
9.
Marketing Manager
The role of marketing manager is responsible to perform all marketing activities like sending public posts, sending message notifications, adding new audiences, create new templates for broadcast, etc. However, if the maker checker feature is enabled, the marketing manager can approve or reject all notifications or public posts before sending them to customers.
# Grant and Revoke Module Access
Administrators and Supervisors can grant or revoke all available modules privileges to each user. At the top left of user privilege page, select privilege module. If privilege module change to green color such images below, it’s indicated the module success selected.
In the module access section, perform **On** or **Off** the privileged module for each role user. If the color's privilege module is **red**, this indicates that access to the selected module has been revoked from the user.
If the color of privilege module is **green**, this indicates that access to the selected module has been granted to privilege.
# Create New Privilege
To create a new privilege, in the upper right corner click the **'+New Privilege'** button. You will see a pop-up form to type your privilege name. For example, type your privilege name 'External Quality Assurance' then click the **'save'** button.
And then, the new privilege will be auto-created and displayed on the list of user privilege modules.
# Remove Privilege
It is sometimes necessary to remove a privilege from a system when it is no longer needed. Before a privilege can be removed, any users assigned to the privilege should be reassigned to another privilege. Because, if the privilege you want to remove still has team members, the privilege will be locked and you will do not allow to remove the group.
On the user privilege page, select privilege module and click the **'Delete'** button. Then, you will prompt to confirm the delete request, click ‘**Yes**‘ to remove privilege, or you can click ‘**No**‘ to return to the user privilege page.
If you click ‘**Yes**‘ then the privilege will be removed automatically and no longer be displayed on the user privilege page.
# User Management
User management is part of the **Administration** menu of the 3Dolphins Application. User management allows Administrator to manage their users, such as add, delete, and assign roles and add-on features. The available user management actions are:
1. Add, edit or delete groups.
2. Add, edit, or delete line of business.
3. Add, edit or delete user data.
4. Blocked and unblock users.
5. Kick active user.
6. Upload user.
Go to **Administration** and click the **User Management** menus, then you will see a user management page.
# Group
Groups are very useful if you have multiple departments handling different cases. Different groups can distinguish between each purpose, e.g., **Clinical Physiologist** and **Pediatrician**. 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 in different departments.
This section describes how to manage a group. Users can be members of groups, and groups determine user access privileges to control the user can interact with the system. To view and manage the user's group, select **Administration** menu > **User Management** > **Group**. On this page, you can view, edit, and delete existing groups, add new groups, and configure tags for each group.
Group Tab
**Component Explanation:**
Feature
Description
Easy to add a logo to your group. Click the '+Logo' button to insert the logo into your group.
Total line of business on the group
Total team member on the group.
Click this icon to assign the form to your group.
Click this icon to assign your group to the related LOB.
Click this icon to view the list of your team member in the group.
Used to configure tags within a group. For more information on tag configuration, please refer to this page.
If you tick a group as public, users or third parties can view and download the documentation using the API (Application Programming Protocol). Through this API, third parties can access the team list from a department or group.
If you check this feature, all users in the group cannot see your customer's contact number. For example, when the Product group activates this feature, their customer contact numbers become hidden as shown below.
While the ROOT group does not activate this feature, they can still view the customer's contact number.
Click this icon to edit the group name.
This icon indicates that the group is locked and that it is not possible to delete it. The reason is, the group still has team members.
This icon indicates that the group is possible to delete it.
# Add New Group
This section contains instructions on how to add new groups. This group will later be associated with the user when creating and editing user data. All of these actions are restricted to users with **Administrator** privileges.
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 tab on the user management page, as shown below.
Add New Group
# Edit Group Name
Sometimes, you might need to edit a group name. It might be because another division or group has replaced or changed the group in your division or company.
Select a group from the list on the group 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.
Edit Group Name
# Assign From in Group
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.
On the group management page, select a group and click the **‘Form‘** icon. Then, you will see a pop-up to assign the 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.
Assign Form
# Assign Group to LOB
In the 3Dolphins application, you must configure channel access for each group. To do this, you will need to assign your group to the relevant LOB. If the group is not assigned to the LOB, then the group can only access channels that are unspecific LOB (accessible to all LOBs).
On the group page, select a group and click the **'LOB'** icon. Then, you will see a pop-up to assign the LOB. Select LOB on the **Available Line of Business** by clicking the **'plus'** button, so the LOB that has been added will appear in the **Group Line of Business** column, as shown images below.
Assign Group to LOB
# Tag Configuration Mapping
Module Tag Configuration based on Group is used to determine which tags can be used by agents within a specific group. With this configuration, agents assigned to a group can only use tags that have been set as **Active Tag**. This means that not all tags available in the system can be used freely, but only tags that are specifically permitted for that group.
To configure Module Tags for a group, open the **Customer Service** menu, then select **User Management**. In the **Group** tab, click the **Tag Configuration** button on the group you want to configure, as shown in the following image.
Tag Configuration
When the **Tag Configuration** pop-up appears, you can enable the **Group Tag Permission** feature. This feature is used to restrict tag usage so that only agents within specific groups have access to use certain tags.
{% hint style="info" %}
If the **Group Tag Permission** feature is disabled, all tags available on the **Tag Manager** page can be used by all users.
{% endhint %}
Tag Configuration
### Permission
In the **Permission** section, you can determine which tags are allowed to be used by agents within a specific group. This feature helps restrict and control tag usage so that tags can only be accessed by groups that have been configured in the permission settings.
The **Tag Permission** configuration will follow the settings that have been configured on the **Tag Manager** page. If a tag should be accessible to agents within a certain group, the tag status must be changed from **Inactive** to **Active**.
{% hint style="info" %}
Agents can only use tags that have been designated as **Active Tag**..
{% endhint %}
For example, you change the status of the **Request** tag from **Inactive** to **Active Tag**. This configuration indicates that the **Request** tag will be displayed and can be used by users within that group. Conversely, if a user belongs to a group that does not have access to the tag, the user will not be able to use the tag.
When a new ticket arrives on the dashboard, agents can immediately use the active tag, as shown in the image below.
Dashboard Agent
### Role Assignment
After completing the tag configuration in the **Permissions** section, you can proceed to the **Role Assignment** stage.
{% hint style="info" %}
All tags available on the **Role Assignment** page are based on the task configuration that has been set in the **Permission** tab.
{% endhint %}
Each task has assigned parties responsible for handling the task, such as **Responsible Person**, **Observer**, and **Participant**. The **Role Assignment** tab is used to map task responsibilities based on the selected tags.
Through this configuration, the system can automatically determine the agents or roles involved in a task according to the selected tag.
Role Assignment
**Component Explanation:**
| Komponen | Deskripsi |
| ------------------ | --------------------------------------------------------------------------------------------------------- |
| Tasks Tags | Menunjukkan nama tag yang sudah anda konfigurasi untuk Task. |
| Responsible Person | Menunjukkan user yang bertanggung jawab utama terhadap task atau aktivitas yang menggunakan tag tersebut. |
| Observer | Menunjukkan pihak yang dapat memantau tanpa terlibat langsung. |
| Participant | Menunjukkan user yang ikut terlibat dalam pengerjaan atau diskusi terkait tag tersebut. |
For example, you select a specific tag for a task. Then, you assign the user who will be responsible for handling the task, as shown in the following image.
Role Assignment
When you click **Add**, the tag will be saved in the system as shown below.
When you create a new task on the [**Task Management**](/task-management/task-management/task) page using a specific tag, the **Responsible Person** field will be automatically populated based on the tag configuration that has been set in the **Role Assignment** tab, as shown in the following image.
### Tag Role Assignment
The **Tag Role Assignment** feature helps users easily and efficiently browse and manage tags associated with a task. Users can choose whether to search based on the **agent’s name** or the **tag title**. With this mechanism, the system displays a list of tags that match the selected search criteria, allowing users to find specific tags without having to manually browse the entire list.
In addition, users can manage tags, such as editing or deleting specific tags—through the action options available for each tag.
Edit or Delete Tags Task
# View Team Member Group
On the group page, 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, select a group and click the **'Team'** icon, as shown below.
Team Member List
# Delete Existing 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 do not allow to remove the group.
On the group management page, select the group and click the **'Delete'** icon. Then, you will be prompted to confirm the delete request, click **'Yes'** to remove the group or you can click **'No'** to return to the group’s page.
# Line of Business
Some companies usually have numerous lines of business with various business objectives and functions, so it is important to distinguish channel access for each available line of business. On 3Dolphins, the line of business tab can be used to manage channel access for each LOB. For example, LOB A consists of groups C and D where the channel assigned to live chat does not allow for LOB A. Then, the group in LOB A can't use the live chat channel unless they are also in another LOB that can access channel live chat or the channel with unspecific LOB (accessible to all LOBs). In addition, with the LOB, you are able to adjust the report visibility for each LOB.
This section will explain how to manage the LOB. Group can be members of the LOB. If there is a group that is not a member of the LOB, that group can only access channels that are unspecific LOB. To view and manage LOBs in the 3Dolphins app, select **Administration** > **User Management** > **Line of Business**. On this page, you can add new LOBs, edit and delete existing LOBs.
**Component Explanation:**
| Feature | Description |
| ------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- |
| | Easy to add a logo to your group. Click the '**+Logo'** button to insert the logo into your group. |
|  | Total anggota group yang termasuk dalam LOB tersebut. |
|  | Total channel assigned on this LOB. |
|  | Click this icon to view the list of your group in the LOB. |
|  | Click this icon to view the list of channels assigned to your LOB. |
|  | Click this icon to edit the group name. |
|  | This icon indicates that the group is locked and that it is not possible to delete it. The reason is, the group still has team members. |
|  | This icon indicates that the group is possible to delete it. |
### How to Create New LOB
This section contains instructions to add a new LOB. This privilege is only owned by users who have access to user management.
First, go to the user management page then, select the LOB tab. On the top-right of the page, click the **'+New LOB'** button. Type the name of the lob to be created and click the **'save'** button (). Then, the new lob will be displayed in the LOB tab of the user management page, as shown below.
### How to Edit LOB Name
Sometimes, you might need to edit a LOB name. Maybe because the name of your company's business unit has changed.
Select a LOB from the list of the LOB management page, click the **‘Edit‘** button. Update LOB name as needed and then click the **‘save‘** button (). After clicking the save button, the name of the LOB will change according to the keywords entered.
### How to View Group LOB
In LOB management, you can see the group members contained in each lob. To see a list of groups, you can select a LOB and click the **'Group'** icon, as shown below.
### How to View Channel LOB
In LOB management, you can see the assigned channel to each lob. To see a list of channels, you can select a LOB and click the **'Channel'** icon, as shown below.
### How to Remove LOB
Sometimes it is necessary to remove a LOB from the system when it is no longer needed. Before a LOB can be deleted, any rules related to the channel assigned to that LOB must first be removed. Because, if the LOB still has the rule channel, it will be locked and you cannot remove the LOB.
# User
User tab on the 3Dolphins SRM is a collection of users that have been added manually or via file upload to get access to the 3Dolphins apps. **Administrator** can specify the privileges and groups of each user. 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 Supervisors, 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** tab. The user list shows all the users that can access to 3Dolphins apps. From the list, you can add new users, edit a user’s details, delete users.
### How to Create New User
Before people on your team can sign in and use the 3Dolphins SRM, they need a user account. You may choose to add users one at a time or several at a time by using an 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 the **'+Create New User'** button. Then, you will see a blank form to add a new user. Enter the information required like identity number, email, first name, nickname, etc. Click the **'next'** button to move and proceed to the next tab.
**Component Explanation:**
| Field Name | Description |
| ----------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Identity Number | **Required**. User’s identity number. |
| Email | **Required**. Enter the user’s email address. This is the address that 3Dolphins uses to log in on 3Dolphins apps, send email notifications based on triggers and password resets. |
| First Name | **Required**. This is the first name that the 3Dolphins application will display to represent the User. |
| Last Name | This is the last name that the 3Dolphins application will display to represent the User. |
| Nick Name | **Required**. This is the nickname of the user used in the user’s profile. |
| Picture Link | Sets link of user’s profile picture. |
| Language | Sets the user’s language. |
| Group | Assign the user’s to groups. |
| Room Chat | Room chat for the conference call. |
| Room Name | Room name for the conference call. |
| Max. Queue | The concurrent max assignment sets a cap on the number of chats your agent will receive at once. |
| Tag is Mandatory | **Tick** this checkbox to allow tags ticket is mandatory. It’s means if users will close the ticket, users will be requested to add tagging ticket. |
| Case is mandatory | **Tick** this checkbox to allow case ticket is mandatory. It’s means if users will close the ticket, users will be requested to add customer case to the ticket. |
| Dashboard | Sets the user’s role dashboard. |
| Privilege | Decide on the agent’s role (Administrators / Supervisors / Operator / Trainer/ Quality Assurance). |
| Allow to See All Group Report | This field is used to set reports on analytics that can be accessed by the user. |
| Allow to Merge Contact | **Tick** this checkbox to allow merge contact. User who does not have the privilege to merge contact will not be able to merge contact and will not receive merge contact suggestion from the app. |
| Allow to search all ticket | **Tick** this checkbox to allow search of all tickets. It means Users can search all tickets, even though the ticket is in a different group. |
After you have finished entering all information of the user, click the **'save'** button or you can exit and 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. If you want 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 > **User Privilege**. For more detailed information, please refer to the [User Privilege](/administration/user-privilage) document.
### How to Edit Existing User
To change user details such as a user's 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 the **'Delete'** button. Then, you will be prompted to confirm the remove request, click ‘Yes‘ to remove the user or you can click ‘No‘ to return to the list user’s page.
### How to Search User
This feature allows you to search for user accounts, maybe when you want to edit user contact information, delete users, or even 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.
# Blocked
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 unblock a blocked user, go to **Administration** menu > **User Management** > **Blocked** tab. This will take you to a list of the blocked user. Select the user and click the **'Unlock'** icon (), as shown below.
# Active
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 kick the user’s active session in 3Dolphins apps.
You can kick the user's active session in the **Administration** menu > **User Management** > **Active** tab. Select the user and click the 'kick user' icon.
**Component Explanation:**
| Icon | Description |
| ------------------------------------------------------------------- | ------------------------------------------------------------------------------- |
| | This icon indicates that the user is logged in or active on 3Dolphins Anywhere. |
| | This icon indicates that the user is logged in or active on 3Dolphins Web. |
| | To kick a user from an application (3Dolphins Web or 3Dolphins Anywhere). |
# Upload
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 allows by makes 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 upload 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 the group in template file using capital letters).
If the file is already, click the **'Choose'** button to upload the file, and 3Dolphins will redirect you to find the 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 user's results screen on the 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 the suggestion name and the user will display as shown below.
However, if user data upload fails, you will see an error notification pop-up as shown below.
The error message appears because there is a case sensitivity in the language, Role, Group, and Privilege field. It could be the input data is wrong or empty. if the email already exists can be another reason.
Or, the invalid type document that you upload.
# Dual Control
Dual control is a feature that allows other users with the same privileges to control any changes that occur in user management, reducing the risk of fraud or misuse of user access. This feature is optional, depending on your company's needs.
The dual control feature can be used on the **User Management** menu in the **User** and **Blocked** tab. This privilege is only owned by users who have access to user management. Used when a user requests to change, add, delete, or unblock another user, the request is sent to the dual control tab.
{% hint style="info" %}
Always remember that user change requests will be sent to another user with the same privileges' dual control tab.
{% endhint %}
For example, 'Nisya Yunita' wants to update information on 'Sinangling Esthi'. After 'Nisya Yunita' edits information on 'Sinangling Esthi', The request for permission change will move to another user's dual control tab, such as 'Zulfa Fahimah' as shown in the image below.
**Component Explanation:**
| **Name** | Ikon | Description |
| ----------- | ------------------------------------------------------------------- | --------------------------------------------------------------- |
| View Detail | | To see changes that occur before and after the user is changed. |
| Approve | | To approve changes that occur to the user. |
| Reject | | To reject changes that occur to the user. |
Suppose that 'Zulfa Fahimah' approves changes made by 'Nisya Yunita' to 'Sinangling Esthi', then the changes information 'Sinangling Esthi' can be seen on the **User** tab.
# Team Collaboration Chat
The new feature of team collaboration chat allows you to discuss with another user (Agent, Supervisor, Trainer, Quality Assurance, etc) in the channel’s, private group, or Direct Message (DM).
### Add Team
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 a user and click the **'Add'** button ().
Then, you will see a successful notification after adding your user to the team collaboration chat.
### Send Message
At the top side, click the **'Team Collaboration Chat'** icon. Then you will see a pop-up form of team collaboration chat as shown below.
To view channel or list members, click the **'Directory'** button (). Then, click the channels or users tab.
For example, select a 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: Zulfa Fahimah) 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 the ‘**More Options‘** button () then, click the ‘**Edit**‘ or ‘**Delete**‘ button.
### Mark a Message Unread
If you want to remember to read a message later, you can mark it as unread. In the selected message, click the **‘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 appear in the message, such images below.
### Send File
You can send files to any message. Click the ‘**Plus**‘ button () in the box message and select the file you want, i.e :
1. Document : \[.doc], \[.pdf]
2. Video : \[.mp4], \[.m4v]
3. Audio : \[.mp3], \[.oog], \[.wav]
4. Images : \[.jpg], \[.png]
For example, send a file with the ‘Document‘ type. Then, you will see a preview before sending your file such images below
If the upload is successful, the file will appear on your message chat.
# System Setting
The system setting is a module for managing the entire 3Dolphins application. In general, it presents a list of settings and an input control where the admin user can edit the corresponding value. Usually, system setting on 3Dolphins applications are only accessible to **Administrator**. The system setting consists of:
1. Ticket Configuration
2. User Configuration
3. Bot Configuration
4. Contact Configuration
5. Lead Configuration
6. Deal Configuration
If you want to access this menu, login as **Administrator** and go to **Administration** and click the **System Settings** menus, then you will see system settings page such as images below.
# Ticket Configuration
Ticket configuration allow you to set parameters for Ticket Management. There are various settings that determine the behavior of your tickets. In this section we will outline each setting and discuss how it can be used to achieve the desired effect.
# Number of Ticket History
This feature is to customize total of ticket numbers that will be displayed in the ticket history list on the 360 customer view.
For example, in the ticket configuration, the number of ticket history is set to 5, so the ticket history list at 360 customer views will only display 5 ticket numbers, as shown below.
You can view this ticket history in menu **Customer Service** > **Customer Contact** > then search customer's name and click customer's avatar.
# Reply Signature
This feature is to configure agent's reply signature on the chat ticket.
For example, you can create a reply signature according to your needs in the reply signature field. As in Ticket Configuration above, we make an example of a separator for reply signature i.e stripe (-), so that when a customer’s message is replied by an agent, the message will have a reply signature and nick name of agent that replies to the message.
If you enable reply signature, you will see the contents message from the agent : \[message] \[reply\_signature] \[nick\_name].
Consider the example image above, you will see content message from the User that consists of :
* \[message] : Hi {customer\_name}, saat ini kamu tersambung dengan Customer Service, dengan saya agen {agent\_name} yang akan membantumu.
* \[reply signature] : ” – “
* \[nick name] : Zulfa Fahimah
# Enable Watermark on Attachment
Enable watermark on attachment is feature to allows you to apply watermarks to file attachments Customer’s uploaded. A common data type that is apply for watermark i.e image (.jpg and .png) and document (word, excel and pdf).
For example, when a customer sends an attachment file in the form of an image or document, and then the file is opened by an agent or supervisor, the file will have a watermark consisting of:
* The name of the User who opened the file.
* Agent or supervisor ID.
* The date and time the file was opened by User.
# Operator Allow Ticket Redistribute
Operator allow redistribute is system settings feature allow to enable or disable the escalate and transfer ticket functions of the operator.
If is it feature is disabled (operator allow ticket redistribute = False), operators can’t see the 'escalate' and 'transfer' buttons ( ) like this.
But, if the feature is enable (operator allow ticket redistribute = True), operators can escalated ticket to Supervisors or transfer ticket to other groups, like the images below.
# Pop-Up Chat On Idle
This feature allow you to see pop-up conversation chat and only works for chats that are directly handled by the agent without going through a bot.
For example, when the agent is idle and no chat conversation that is active or open. Then, the agent receives a new entry ticket, the pop-up chat conversation will open automatically, such as image below.
## Enter to Send Chat
This feature allows you to send text in the message box by simply tapping **‘Enter‘**.
# Severity Required Before Closed
This feature allows you to add severity level to the ticket before it closed.
For example, enable the 'severity required before closed' feature by selecting the 'True' option. Then, when you close the ticket and the severity level has not been selected, you will see a pop-up warning notification to add severity level as shown below.
# Auto Send Feedback
This feature allows you to send feedback automatically when closing tickets and does not apply to tickets that are closed using the batch closed feature (customer can’t see the feedback if you closed the ticket using the batch closed).
For example, activate the auto-send feedback feature by selecting the ‘True‘ option. Then, when you close the ticket, a pop-up remark ticket will appear. If the feature is enabled, feedback will be sent to the customer automatically, as shown below.
However, if this feature is disabled by selecting 'False' option, you will see the 'close ticket' and 'close with feedback' buttons when the ticket remark pop-up appears. The 'close ticket' button will close your ticket without sending feedback surveys to the customers. Meanwhile, the 'close with feedback' button will close your ticket and the system will send a feedback survey to your customer.
# Claim Ticket Count
This field allows you to manage ticket distribution from the Unassigned Tab to the agent's Inbox tab within a certain period time for each channel.
For example, if you set claim ticket count = 2, then the number of tickets distributed in a certain period to the Agent inbox tab for each channel is 2 tickets.
# Enable Reopen Ticket
This feature is used to enable and disable the 'Reopen Ticket' () button on the Agent dashboard.
If this feature is disabled (Enable Reopen Ticket = False), agents cannot see the 'Reopen Ticket' button so tickets that have been completed cannot be reopened as shown below.
However, if this feature is enabled (Enable Reopen Ticket = True), agents can see the ticket 'Reopen Ticket' button as shown below.
# Enable Block Contact
Enable block contact is a feature that allows Agents to enable and disable the 'Block' button function on customer contacts.
If this feature is disabled (Enable Block Contact = False), Agents cannot see the 'Block' button on customer contacts as shown below.
However, if this feature is enabled (Enable Reopen Ticket = True), Agents can block customer contacts using the 'Block' button as shown below.
# Group Ticket Distribution
This feature allows you to manage distribution tickets between groups. If you set group ticket distribution to ‘true’, tickets distribution will be viewed based on the least number of tickets among the groups. If there are groups with the same number of tickets, tickets distribution will be prioritized to the group that has the longest closed ticket.
So, that the distribution of ticket systems between groups can be distributed evenly and Agents on groups always have their optimal load. For example :
1. If group A has one ticket, group B has two tickets. Then, when there is a new incoming ticket, the ticket will be incoming to group A because group A has the fewest tickets.
2. If group A and Group B both have three tickets being handled however group A last closed the ticket two minutes ago and group B last closed the ticket five minutes ago. So, when there is a new incoming ticket, the ticket will go to group B. Because group B last closed the ticket five minutes ago.
# Traffic Minimal Turn
This feature is used on the traffic wallboard page to manually reload traffic while monitoring ticket distribution activity on each channel.
For example, you add value 3 in the minimal traffic turn field, so when you force reload the traffic wallboard page, it will add new traffic list of distribution tickets according to the number of turns.
# Last Agent Saved in Memory
This feature allows agents to handle the same ticket within the specified time using this field. For example, you set this field to 1, which means the agent will handle new tickets from the same customer for one hour after the previously closed ticket.
# Default Transfer Type
This feature adjusts the ticket transfer pop-up display using transfer ticket or unit transfer. To find out more about unit transfer, you can refer to this page.
If you choose the 'Unit Transfer' as your default transfer type, the pop-up transfer ticket window will display the **Unit Transfer** tab first.
Meanwhile, when you choose the 'Transfer' as your default transfer type, the pop-up transfer ticket window will display the **Transfer** tab first.
# Default Sorting Mode
This field is to set the default display order of incoming tickets based on unanswered tickets or assigned date tickets in ascending or descending order. The default sorting mode can be found on the Operator's inbox tab and also on the Supervisor's inbox, escalated, and team tabs.
For example, if you set the sorting mode to 'Unanswered > Descending', you can see a list of unanswered tickets from the most recent assignment date to the oldest assignment date, as shown below.
But, if you set the sorting mode to ‘Assigned Date > Ascending’, you can see a list of all tickets from the date of the old assignment to the date of the new determination, as shown below.
# Enable Batch Close Ticket
You can enable and disable the 'Batch Closed Ticket' button (), which allows you to close several tickets concurrently using this feature.
If this feature is disabled (Enable Batch Close Ticket = False), agents cannot see the 'batch closed ticket' button on their dashboard.
If this feature is enabled (Enable Batch Close Ticket = True), agents can see and use the 'Batch Close Ticket' button to close multiple tickets at once, as shown below.
# Webchat Queue All Channel
By default, customer messages are queued when the Agent is unavailable in the webchat queue. The webchat queue all channel feature in system settings is used to calculate the number of customer message queues.
If you set (Webchat Queue All Channel = False), your webchat queue number will be viewable from each channel. For example, presume you have two live chats, A and B, with 3 and 5 queues. When a new customer message arrives then, the queue number for each live chat is 4 and 6.
If you enable (Webchat Queue All Channel = True), the number of webchat queues will be viewable from across all channels. So, if live chat A has 3 queues and live chat channel B has 5 queues, when an incoming message arrives on one of these channels will be in queue number 9.
# Word Sensor on Live Agent Message
This feature allows you to automatically scan reply messages from users (Supervisors or Agents) as they are submitted and automatically changes or censors particular words.
For example, enter the words ‘damn’, ‘stupid’, etc. in the ‘*word sensor in live agent message*‘ field. Then, when the Agent replies to messages from customers using the words ‘damn’, ‘stupid’, etc. The system will automatically change or censor these words.
On the user dashboard (Supervisors or Agent) the word input will be censored as stars (e.g stupid > \*\*\*\*\*\*), as shown image below.
But, on the customer, messages from the agent be displayed as stars also, as shown image below.
# Ticket Claim Mode
This feature allows you to set the selection ticket claim mode used on the dashboard, whether by **Channel** or **Unit**. Using Channel mode provides ticket distribution queues dependent on each channel. Meanwhile, if you use Unit mode, the ticket queue depends on each unit where each unit has different queue ticket distribution.
{% hint style="info" %}
For further explanation about the unit, please refer to [this](/customer-service/unit-management) page.
{% endhint %}
Ticket Claim Mode
# Auto Greeting
This field allows you to set automatic messages pop up on chat to invite your customers to chat. The greeting will automatically appear on the bubble message containing the standard text greeting when the ticket is opened by the agent.
You can set the greeting which is more engaging and interactive in **System Setting** > **Ticket Configuration** > **Auto Greeting**. For example, you can set the auto greeting is “Hai {customer\_name}, dengan {agent\_name} ada yang bisa dibantu?”. So, when a customer sends a message to the agent, and the agent opens the message, a greeting message will automatically be sent to customers, such image below.
# Ask Feedback Message
This feature allows you to set messages that will be sent to your customer to give out feedback.
The message will be displayed as shown images below.
# Image URL Link and Font Color for Feedback Link
In the feedback email, there is a header and a feedback link font color that you can set in the **System Settings** > **Ticket Configuration**.
For example, consider the image below, the header that says “WHAT CAN **AI** HELP YOU?” is the images url link inputted in the **images url link** field, fill this with public url that contains images, and the recommended resolution for this images is 600 \* 200px. In addition, you can change the font color on the feedback link “Rate Our Service” according to your company color in **font color for feedback link** field, in the image below we use orange.
# Feedback Appreciate Message
This feature allows you to set messages to be sent to customers after the customer gives feedback.
For example, you can set the feedback appreciate message with "Terima Kasih, Penilaian kamu akan sangat berguna untuk meningkatkan kualitas layanan kami". Then when customers submit feedback, on chat window will show feedback appreciate message as shown image below.
# Number of Live Chat History
This feature allows you to configure the historical chat limit that is displayed when a customer reconnects in 3Dolphins live chat.
For example, if you set the number of live chat history in 100, so when customer disconnect then reconnects in the 3Dolphins live chat window, it will show max. 10 bubble message.
# Walk in SLA Time (in Second)
This feature allows you to configure SLA response times usually referring to how quickly you will respond to a technical issue being raised via the Walk-in Customer channel.
For example, if you set Walk-in SLA Time in '10', it means the Agent must handle the walk-in ticket within 10 seconds otherwise when the ticket is closed it will be labeled 'Over SLA'.
# Closure Types
This feature allows you to add, edit and delete closure types. For example, you can add some closure types like the image below.
So, the list of closure types will display when you closed the ticket, as shown image below.
# User Configuration
**User Configuration** section allows you to set up user access, such as how long the password changed every few periods, how long the user account can use, the maximum number of login attempts, session timeout of user login, enable LDAP, and set number also mode user concurrent generate reports.
### **Password Expiration**
Password expiration is one of the fields in the System Setting > User Configuration, which functions to set the validity and age of the user’s password. An Administrator in order to improve the security of an application usually applies a rule where the user password in 3Dolphins must always be changed every few periods.
So, when you set System Settings > User Configuration > Password Expiration value is 30, then every 30 days (1 month) you will be asked to change your password.
### **User Expiration**
User expiration is one of the fields in the System Setting > User Configuration, which functions to set the validity and age of the user’s account. An Administrator in order to improve the security of an application usually applies the rule where user accounts in the 3Dolphins application will be blocked if the user account has no activity at all within a certain time.
So, when you set the System Settings > User Configuration > User Expiration value is 2, then if within 2 days the account has no activity at all (login and change password) then the account will be locked automatically by the system. A locked user account will be entered in the blocked user list found in the Administration menu > User Management > Blocked tab.
### **Max. Error Login**
This feature allows you to set the maximum number of login attempts. You can get an error stating that you have exceeded the maximum number of login attempts. This error is displayed after a user has failed to provide valid login information several times.
### **Session Timeout**
In this field, you can enter how long to wait (in minutes) before logging out of the 3Dolphins application when there is no activity at a certain time.
For example, if you set a session timeout of 30 minutes. Then, for 30 minutes the user does not take any action on the 3Dolphins website, then the user will be automatically kicked or logged out from the 3Dolphins application.
### **Enable LDAP**
This feature allows you to enable LDAP. In the 3Dolphins application, to activate LDAP there are 3 options, i.e Web service, Native, and SAML:
* Web Service and Native
This option allows you to enable LDAP authentication with this type of Web service or Native. When this function is enabled, on the login page, after you enter your username and password, you will be asked to select a group.
* Disable
This option allows you to disable LDAP.
* Saml
This option allows you to enable Single Sign-On (SSO) authentication. When this function is enabled, on the login page, after you enter your username, you will be directed to a third-party login page.
### **SAML Identifier Field**
This field is an attribute statement used in third-party SAML integration.
### **User Identifier Field**
This field attributes statement is used on the 3Dolphins application.
### **Additional Field**
Additional Field is one of the fields in System Settings > User Configuration, which functions to set Additional Information when adding or editing user accounts. An administrator can add additional fields to additional information on the user tab as needed by using this column.
So, if you enter the value from System Settings > User Configuration> Additional Field is NPWP, then when adding or modifying users on the User management > User tab there will be an additional form for additional data containing the NPWP field.
### **LDAP Configuration**
This feature allows you to add setting LDAP configuration parameters.
**Component Explanation:**
| Parameter | Description |
| -------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| User Group | Select user group of LDAP authentication. |
| LDAP URL | URL to configure the connection to the directory server. |
| Base DN |
Base Distinguished Name for your Active Directory with default value (e.g. dc=example,dc=com).
Example URLs : Base DN from above URLs is ‘documentation‘.
|
| Based Search | This field sets where in the schema the query should start searching. |
| Manager DN | For set the LDAP DN Manager. |
| Manager Password | The password for the username specified in the LDAP username field. |
| ldap identifier field | For setting LDAP Identifiers. |
| ldap user identifier field | For managing User Identifiers. |
### User Concurrent Generate Report
This feature allows you to limit the number of users that can concurrently generate reports on the analytics page.
### Concurrent Generate Mode
This field collaborates with the user concurrent generate report field. When you set this field to the 'Global' option, the number of 'user concurrent generate report' will be applied to all users. For example, if you set the 'user concurrent generate report' field to 2, only two users out of all users will be able to generate reports at the same time.
But, if you set this field into the 'Each Group' option, the number of 'user concurrent generate report' will be applied for each group user. For example, if you set the 'user concurrent generate report' field to 2, only two users out of each group will be able to generate reports at the same time.
# Bot Configuration
In **Bot Configuration**, you can set configurations related to dialogue, general, and domain.
### Dialog Configuration
Dialog configuration consists of:
| Field Name | Description |
| ---------- | -------------------------------------------------------------------- |
| Iteration | This field is for the modelling iteration training dialog parameter. |
| Confidence | This field is for the modelling iteration training dialog parameter. |
| Cut Off | This field is for the modelling iteration training dialog parameter. |
### General Configuration
General configuration consists of:
| Field Name | Description |
| ----------------------------- | ------------------------------------------------------------- |
| Reply API Configuration | This field is for setting API reply endpoints. |
| SDK API Configuration | This field is for setting the Endpoint Bot SDK API. |
| Proactive | This field is to setting enable or disable Bot (globally). |
| Bot Memory Server | This field is for setting the Memory Dialog Bot. |
| Enable Map on Emulator | This field is to use the google maps feature in the emulator. |
| Bot Memory Minimal Connection | This field is for managing minimum bot memory. |
| Bot Memory Maximal Connection | This field is to set the maximum memory bot. |
| NLP API Configuration | URL NLP API for loading models. |
| Username | Username to access the API Bot. |
| Password | The password used to access the Bot API. |
### Domain Configuration
Domain configuration consists of:
| Field Name | Description |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------ |
| Response Score | This field is to display the total score / response value from the Bot. |
| Wizard Maximal Option | This field is to displays the number of suggestions from the bot. |
| Bot option configuration | Allows to configure bot, like option list button image, action, message, subtitle, bot to agent, agent to bot, inactive bot and etc. |
| Add Option | To add other option language. |
#### Bot Option Configuration
At the domain configuration, click the 'Add Option or ‘Edit‘ button then you will see a pop-up of bot option configuration, as shown below.
**Component Explanation:**
| Field Name | Description | Example Images |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------- |
| Option List Button Image | When the image in the digital library is empty or even damaged, the system will read and replace it using the link contained in the *option list button image.* |  |
| Option List Button Action |
You can configure label on the button. Example button action: Tanya
|  |
| Option List Button Message |
You can configure message suggestions from bots. For example : When there are several answers to a customer’s question, the bot will give a suggestion message and answer that comes close to the customer’s question.
Example type button message : Mungkin ini bisa membantu
|  |
| Bot To Agent |
Some customers may require human attention. In these cases, you can program the bot to automatically transfer these cases to your customer support team that will use their agents to resolve the problem. For example : When customers transfer to a live agent, the bot will automatically send message ‘bot to agent’ to indicate that they are now interacting with a live agent.
|  |
| Agent To Bot | Each agent solves the issue and closed ticket from the customer, the system will automatically transfer the message to your bot and send a notification message to indicate that they are now interacting with a virtual assistant (Bot). |  |
| Inactive Bot |
You can configure a message from bot incase the customer service (agents) is currently inactive. For example : When the customer tries to contact customer service, but no agent is available, the system will automatically send inactive bot message.
|  |
# Contact Configuration
Contact Configuration is used to determine the configuration of customers' contact.
**Influencer Rate**
This feature allows you to help analyze and categorize your Twitter account as an influencer according to the number of followers. So, when you receive a ticket from a twitter account via Twitter mention, you can see the influencer tag in the form of 360 customer view. Influencer tags consist of 4 categories namely, nano influencers, micro influencers, macro influencers, and mega influencers.
For example, if you set macro influencers with a range of 301-500 followers. then, when you get a message via twitter mention from Twitter customers who have followers of 350 people, in the pop-up window 360 customer view, the system will automatically categorize the customer as a customer in the macro influencer category, as shown images below.
**Data Setting**
This feature allow you to add custom field on the 360 customer view.
**Customer Identification URL**
This feature allow you to add customer identification URL from process flow. When you add this URL, you will find a customer identify field on the ticket activity. But, if the customer identify URL is empty, you can’t find a customer identify field on the ticket activity.
# Lead Configuration
This feature allows you to add additional fields when adding a new lead. This field will also appear in the active lead list table on the Leads page.
For example, on the lead configuration page above, we added columns titled 'percentage person' and 'alternative contact.' The custom fields you've added are visible in the active lead list table and when you add a new lead on the leads page like the image below.
# Deal Configuration
This feature allows you to add custom fields to the edit info on the deals page.
For example, on the lead configuration page above, we added columns titled 'invoice' and 'returbarang'. The custom fields that you have added can be seen when you edit deal info on the deals page.
# Company Configuration
This feature allows you to add additional fields when editing company info or when adding a new company.
For example, on the lead configuration page above, we added columns titled 'company based URL and 'enterprise type'. The custom fields you've added are visible when editing company info and when adding a new company on the company page as shown below.
 
# Custom Submenu Configuration
Sometimes company needs to customize menu according to the needs of each company. This feature allows you to create your own sub-menu or even delete it when no longer needed.
You can add a sub-menu by clicking the **'+New Submenu'** button and filling the required field as shown in the image below.
**Component Explanation:**
| Field Name | Description |
| ------------ | ------------------------------------------------------------ |
| Parent Menu | Select the menu where the submenu will be added. |
| Submenu Icon | Select the icon that will be used for this submenu. |
| Submenu Name | Enter the submenu's name that will be added. |
| Iframe | Insert an iframe to embed new menu into your 3Dolphins page. |
After clicking **'save'** then, a new sub-menu will be displayed on the sidebar like the image below.
{% hint style="info" %}
Don't forget to activate the new Custom Submenu via the User Privilege menu.
{% endhint %}
# Data Settings
Data settings or data management is a feature that allows you to CRUD (Create, Read, Update, Delete). Using these capabilities, you can easily create new collections in databases, add fields, purge data collection and remove data collection. This page can only be accessed by the **Administrator**.
Go to **Administration** and click the **Data Settings** menus, then you will see a data setting page such images below
**Component Explanation:**
| Icon | Name | Description |
| -------------------------------- | --------------------- | ------------------------------------------------------------------------------------------------------------------------- |
|  | New Collection | The process to add a new collection. |
|  | Refresh Page | Refresh your page at any time to ensure you are always up to date and see your latest collection with the refresh button. |
|  | Field | The process to add fields in the collection. |
|  | Purge Data Collection | Process of freeing up space in the **database** or deleting obsolete data that is not required by the system. |
|  | Archive Collection | Process of moving data that is no longer actively used to a separate storage device for long-term retention |
|  | Remove Collection | Removed a collection in the data management list and database. |
# Create New Collection
To create a new collection, in the upper right corner click the **'+new collection'** button. Then, you will see a pop-up form to create a new collection, type your collection name, tick enable commit and click the 'save' button to finish.
If creating a new collection is successful, you will see a notification that succeeded and the collection will be displayed on the data management list.
{% hint style="info" %}
An enable commit means finalizing a change and persisting that change on collection
{% endhint %}
# Add Fields in Collection
You can add fields or update fields to every collection by select the collection and click the **'fields'** button. Then, you will see a pop-up form to add the fields, enter the field name and select the type of field collection as shown below.
If you want to delete a field in a collection, you can click the **'delete'** button on the action field in each field collection.
**Component Explanation:**
| Field Name | Description |
| ----------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Name | **Required**. Name of the field stored and referred in Solr. |
| Type | **Required**. The data type of the field defined in the configuration. For example, data type i.e ‘Boolean’, ‘int’, ‘date’ etc. |
| Indexed |
Optional. If indexed=True, the value of the field can be used in queries to retrieve matching documents.
If indexed=False will make the field only stored but can’t be queried with.
|
| Stored |
Optional. If stored=true, the actual value of the field can be retrieved by queries (to tell Solr to store the original text in the index somewhere).
If stored=false will make the field only indexed and can’t be retrieved in output.
|
| Multivalued | **Optional**. If true, indicates that a single document might contain multiple values for this field type. |
For example :
* If **stored=true** and **indexed=false**: field isn’t searched, but need to be displayed in the search results.
* If **stored=true** and **indexed=true**: field should be searchable and displayed in the search results.
# Purge Data Collection
**Purging** is the process of freeing up space in the database or deleting obsolete data that is not required by the system.
On the data management page, select the collection and click the **'Purge'** button. Then, you will see a pop-up to confirm the purge data collection, click the **'Yes'** button to proceed or you can click the **'No'** button to return to the data management page.
# Remove Collection
Sometimes you need to remove the collection from a database when it’s no longer needed.
On the data management page, select the collection and click the **'remove'** icon. Then, you will be prompted to confirm the remove request, click ‘**Yes**‘ to proceed remove the classifier module or you can click **‘No‘** to return to the data management page.
{% hint style="warning" %}
If you removed a collection in this data management list, it will be remove from the collection in the database.
{% endhint %}
# Archive Collection
The **archive collection** is the process of moving data that is no longer actively used (no longer frequently accessed off primary systems) to a separate storage device for long-term retention.
In 3Dolphins it is possible to archive resolved or closed tickets after a specified time. Archive tickets in 3Dolphins will run automatic, so that it can improve server performance and speeds up system loading times, especially the customers support page which contains several tickets that have been closed for a long time.
# Public Holiday
The public holiday is a feature that allows you to set the working hours of the agent and to know when agents can be available on 3Dolphins SRM.
Go to **Administration** and click the **Public Holiday** menus, then you will see a public holiday page like the images below.
# Create New Holiday
When you want to know the work schedule or maybe the agent’s day off schedule, the thing you need to do is to make the agent’s schedule in your work calendar.
In the upper right corner, click the **'+ New Holiday'** button. Then, you will see a pop-up form to set the agent's work schedule, enter the name of holiday and choose the date of the day off.
**Component Explanation:**
| Name | Description |
| ---- | ----------------------------------------------------------- |
| Name | Field to enter description regarding on holiday or day off. |
| Date | Field to set the date of agent’s holiday or day off. |
For example, create agent day off in date **‘25/12/2021‘** as **Christmas eve**, such as images below.
If create new agents day off successful, you will see a successful notification pop-up and the agent's day off will be displayed on the calendar, as shown images below.
# Edit an Existing Public Holiday
Sometimes, you might need to change the schedule of public holiday. Maybe it’s because you choose the wrong day off or another problem.
Select and click a public holiday schedule from the list of the public holiday page. Then, you will see a pop-up of manage holiday, update schedule as needed and then click the **'save'** button.
If editing an existing public holiday is successful, you will see a success notification pop-up and the latest updated public holiday in the calendar as shown image below.
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