The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.
After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.
Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.
In Emplifi Agent, all users are defined in a category known as "Initial Representative" or "Initial Rep." The name stems from the fact that these are all of the people who can be assigned as the initial rep on a case.
The category for Initial Representative is B01. It is set up as a "Code+Table" category type. This category is commonly defined as a two-level hierarchy, where the single folder level is used to group users by department or job function. However, this is not a requirement and you can set up the hierarchy with as many levels as you feel are necessary.
To access the System User Codes page:
- From the Application Function Bar, select Administration
User and Security
Setup System User Codes.
For information about the fields on the Category tab, see Category Fields.
For information about the Sub-Codes tab, see Sub Codes.
User Names
When adding a new user code, you should use a standard naming convention. The following are the most common:
- Use the same names as each user's network sign in credentials. (This is required if you want to use Windows Integrated Authentication.)
- Use the first three letters of the user's first name, followed by the first three letters of the user's last name. For example, John Smith = "johsmi," Alex Rodriguez = "alerod," Robert St. James = "robstj," etc.
- Use the first character of the first name, followed by the entire last name.
Adding a User Code
To add a new user code to Emplifi Agent:
- From the System User Codes, open the folder where the new code should be located.
- Click the New Code button.
- Enter the ID for the user and use the drop-down menu to select the user type. Click Ok.
- Complete user setup by filling out the fields within each tab on the page. Continue reading this document for an explanation and description of each tab.
- Click Save. This button displays only after making any changes to a user's settings. After saving, the button is hidden.
Note: Do not use the user's email ID for the User Code ID. If the email ID is used as the User Code, the user will not be permitted to log in to the system.
Primary
At the code level, in addition to the standard code definition information, you will find the following table data:
General Settings| Field | Description |
|---|---|
User Type | Every user can be defined as one of the following types:
|
User Code | This value is the same as the code itself; it cannot be modified. Note: When this code is created, it cannot be the email ID. If the email ID is used as the User Code, the user will not be permitted to login to the system. |
User Name | This is the user's full name. |
New Web Password | Click the Change Password button and a password text box will display. The text box will not initially contain any asterisks, even if the password had previously been set. Enter the password assigned to the user's Web account in the text box. When the password is changed, the system sends an email notification to the user stating the password has changed. The notification is sent to the email address entered in the Email field. The message will be translated into the user's default language. |
| Force Password Expiration on Next Login | This check box forces the user to change their password after signing in. After they do this for the first time, the check box is reset. This is primarily used when you reset their password for them. |
Enter the user's email address. This may be used in a number of different ways in Emplifi Agent, including notifications on certain types of actions, and as the reply-to address on certain types of letters. Note: If an email address is not entered, the From field on outgoing emails will default to the Default Sender field in the Email Configuration. | |
| User Profile | Choose a defined User Profile from the drop-down list to auto-fill this user's settings. Select "(None)" to manually enter the user's field settings. |
| Receive Email | This check box determines whether the user receives an email notification for things such as assignments or actions. |
Security Role ID | Select the security role to assign to this user. The security role defines what system functions a user can and cannot access. |
Configuration | Select the Configuration ID to which this user is assigned. See Configurations for more information. |
| License Profile | Select the license profile for this user. |
| Enlight User ID | Enter the Enlight User ID for this user to access Enlight information. |
Active | Inactive users cannot sign in to the system. If a user is signed in when the check box is clear, the user will not notice any difference in functionality until their next sign in attempt. When setting a user code as inactive, a dialog displays which allows you to select the case data not related to the user that you want removed. You can select to delete Message Groups, Message Center Messages, Favorites and scheduled entries, and Report Processor Results. When the Delete button is clicked, the data selected will be purged. For further information, refer to Deactivating a System User (Initial Rep) Code. Note: If you are deleting Favorites without copying, you are prompted that any linked favorites will be broken and you are asked to confirm the deletion of favorites. |
| Display Seq | Enter the display sequence number. |
Web Logon ID | Normally you will leave this field blank. If for some reason you want a user's Web account to be different than his or her user ID (initial rep code), you could enter that here. |
| Description 2 | This is used for miscellaneous additional information on a user. |
| Description 3 | This is used for miscellaneous additional information on a user. |
Language ID | Enter the Language ID for this user in this field. Any translatable screen elements will be displayed to the user in the selected language if you have the proper language pack installed, and if window layouts have been generated for the user's selected configuration and language. If you leave this field blank, the system uses the default language of "en" (standard English). |
Default Company ID | Select the primary Company ID for this user. This is the Company ID that is selected each time the user signs in to the system. |
| Start Date | Date that the user's Code becomes active (when it's selectable in a drop-down list in the application). |
| Stop Date | Date when the user's code becomes inactive. |
| Default Letter Priority | Select the default value for letter priority. The drop-down list displays options from 1-9. 1 is the highest priority, 9 is the lowest. |
| Open Social Media window on case open | Select this check box to display the minimized Social Conversation Panel when opening a case. The agent can maximize the panel and move it on the screen as necessary. |
User Preferences| Field | Description |
|---|---|
Letter Closing | Standard closing language to use on letters created by this user. |
| Report Date Format | Format that dates appear in when the user runs a report. |
| Report Time Format | Format that times appear in when the user runs a report. |
Supervisor/Mgr Code | Enter the user code of the person whom this user reports to. |
Department Code | The department code can be used for internal reporting. It is an optional field. You can set up your own department code's hierarchy. |
Experience Level | The user's experience level can be used to control certain application behaviors. For example, you can set up alerts that will only be displayed to novice users, but not to veteran users (under the assumption that the veterans are already familiar with the information). |
The type of currency used for the enclosure values specified below. | |
| Case History Length | Enter the number of cases you want to display in the "last X cases" menu. If this field is left blank, the drop-down menu is disabled. |
| Time Zone | Select the time zone to use when displaying or processing dates for this user. |
| PCI User Name | Enter the user name that is used to sign in to the Emplifi Agent Interaction system. It is often, but not always, the same as the Emplifi Agent user name. Note: If you use Amazon Connect, enter the user's Amazon Connect user name. |
| PCI Password | Enter the password that is used to sign in to the Emplifi Agent Interaction system. Note: If you use Amazon Connect, enter the user's Amazon Connect password. |
Letter Signature | Standard signature to use on letters created by this user. The letter signature can be an alias. The name entered here will display in script when the Add Signature button is selected on the Letter Editor. |
Letter Job Title | Job title to appear on letters created by this user. |
Enclosure Authorization | When adding an enclosure to a case, the ship_acct_code field will default to this value. |
Enclosure Manual Pick Loc | After an enclosure is picked, the shipped_by code on the enclosure will default to this value. |
View Case Polling Period | Determines how often the user's list of open cases is refreshed when that view is left open. A setting of 60 seconds is typical. Setting it too short can cause performance problems with the system since each user is continually refreshing their data from the database. |
View Queue Polling Period | Determines how often the user's list of queues is refreshed. |
| Notifications Timing(sec) | Enter the number of seconds a system message should appear for a user before it fades and disappears. Entering 0 requires the user to click a mandatory message to dismiss it. All other messages can be clicked or hovered over to dismiss. System messages include error messages, warning messages, informational messages, etc. |
Queue Aging Criteria | Note: This is only relevant if the user type is "queue." Select the basis for calculating the age of items in the queue. Choose from:
For User Code type of Queue only. Note: If this field is left blank, the default setting is Action Posted Date. |
Queue Warning Age | Note: This is only relevant if the user type is "queue." Indicate the minimum number of days past the aging criteria date that should be included in the Warning Count column of the Queue. The records that fall between this number and the minimum number of Queue Alert Age days are included in the column. Days less than this minimum are included in the In Accordance Count column of the Queue. For User Code type of Queue only. |
Queue Alert Age | Note: This is only relevant if the user type is "queue." Indicate the minimum number of days past the aging criteria date that should be included in the Alert Count column of the Queue. The records that fall after this number days are included in the column. For User Code type of Queue only. |
Approval Limits
| Field | Description |
|---|---|
Check Limit | The highest monetary value of a single check that this user is authorized to issue. If this user has no limit, enter a value of 0. |
Coupon Limit | The highest monetary value of a single coupon that this user is authorized to issue. If this user has no limit, enter a value of 0. |
Enclosure Value Limit | The highest combined monetary value of all enclosures on the case that this user is authorized to send out. If this user has no limit, enter a value of 0. |
Encl Limit Period | The time period during which the enclosure value limit is tracked for the user. For example, you may want to limit the user to a certain amount per day, per week, or per month. |
Enc Period Limit | The monetary value of enclosures that the user is authorized to send out during a given time period. |
Encl Period Current | Shows the current value of all enclosures that the user has distributed over the specified time period. |
Responsibilities/Queues
In this section, you define both the companies and the queues to which this user is assigned. The user is only allowed to access data for the specified companies and is only able to view and pick items from the specified queues.
To add a new responsibility for a user:
- Click the New Responsibility button.
- A window displays allowing you to select a company and user code.
- If you are giving the user permission to work on cases for a company, select the Company ID, and select this person's user code.
- If you are giving the user permission to work on cases in a specific queue, select the Company ID, and select the user code for the queue.
- Click the OK button. A new row or rows will be added to the table.
Note: You can select multiple queue names to add several at one time.
| Field | Description |
|---|---|
Company | This is the Company ID that was selected when the row was added. |
Responsible for User Code | This is the name of the user or queue for which this person is responsible. |
View Type | Choose from one of the following options:
|
Extended
This tab is configurable. Administrators can create the fields by adding them in the "System User Categories" section of User and Security Setup. It can be used to store additional information about the user depending on the needs of the organization.
Personal Filters
In this section, you define personal filters for specific users. Personal filters automatically limit access to case information that a user is not authorized to view. For example, you can apply personal filters to each store manager, so that only the cases for their store will display.
Personal filters are automatically applied to the Home Page, case access, case searches, case history, work items, favorites, reports, and utilities. Personal filters on "A" codes apply to address searches, as well as cases.
To add a new filter:
- From the Filters Categories list, find the filter category you want to add.
- Select the
icon next to the category. - Drag and drop the category into the Filters pane.
- Enter the filter criteria.
- Click Save.
The filter fields are described in the table below.
| Field | Description |
|---|---|
| Category | Enter the category name on which you want to filter the selection. Standard code browsing functionality is available for this field. |
| CID | The CID is the category ID of the category selected in the previous field. It is filled in automatically when you select the category. This field cannot be changed. |
| Operator | Select the type of comparison that you want to perform. For more information, refer to the Using Operators. |
| Time Frame | If the selected category is date category, you can select a time frame on which to filter. |
| Value, From | If the selected operator is used to compare to a single value or group of values (such as = or IN), enter the values into this field. For categories that define codes, you must select a valid code. Standard code browsing functionality is available. If the selected operator is used to compare to a range of values (such as BETWEEN), you enter the starting value in this field. When using IN or NOT IN operators, you can separate multiple values using a semicolon. If you use the code browse window, it remains open after each selection so that you can easily select multiple values. When using the browse window, it is possible to select a folder level in the hierarchy by holding down the [Shift] key while clicking the folder name. When using the IN or the NOT IN operator, you can add NULL in the Value field to filter the empty code values. Do this by entering the value, adding a semicolon, and typing "NULL". For example, if you enter the filter fields as follows:
Then, the agent sees only cases where A20 is "Lawsuit" or where A20 is empty. This will include cases where an address is not associated with it. If entering dates for time frames, refer to Time Frames and Dates on Reports and Utilities. |
| To | If the operator is used to compare to a range of values, enter the ending value in this field. Otherwise, leave this field blank. |
Address
Each user ID can have a standard address record associated with it. This is typically the user's home address but could be used for any purpose. This tab displays when an Address Type has B01 entered in the Category Specific field.
Translations
For more information, see the Translations section in the Code/Folder Definition topic.
Deleting a User Code
Warning: Deleting a user is a permanent change. Once deleted, neither the user nor their information can be recovered. For a less permanent option, consider Deactivating a User.
To permanently delete a user:
- From the System User Codes, open the folder where the user code you want to delete is located.
- On the user's configuration page, click the Delete button.
- A warning displays in the Delete Category Code window.
- If you wish to permanently delete the user, type "DELETE" into the field and click Delete.
- If you change your mind about deleting the user, click Cancel.
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