Team Manager Menu panel

The User Interfac of TeamManager consists of a main panel with the following elements.  By clicking the elements at the the left corner you can access the following elements:

  • Home (Available to all users)
  • Activated Teams is available to System and Team Administrators and leads to team details.
  • Add Teams is available to System and Team Administrators, where the administrator can also activate teams.
  • Reporting is available to System and Team Administrators and leads to the Reporting page.
  • WF Resources is available to System and Team Administrators and allows the management of Workflow resources.
  • Opening Hours is available to System and Team Administrators and enables opening hours to be managed. 

UI Access Permissions

Depending on user role the UI shows various levels of detail and functionality.


Role

Configuration Source

Description

AdministratorSystemActive Directory

System Administrators have full rights.

  • They can add and update tenants for all users and teams.
  • They have full access to all resources, users, mailboxes and opening hours. 
    They can activate teams and/or grant permissions to other administrators.
AdministratorSystemReadOnlyActive Directory

Read Only System Administrators can see all resources like a System Administrator but have no access to change anything in the system.

AdministratorTenantExtendedTeam Manager Configurator

Extended Tenant Administrators can....

  • Have the same rights as Tenant Administrators, plus the following: 
    • Access Team Management in the configuration, e.g. to add, configure and and activate teams.
    • Perform these operations on multiple tenants 
AdministratorTenant

Team Manager Configurator

Tenant Administrators can…

  • Read and update Team settings for activated teams such as:
    • Change workflow assignment
    • Placeholders
    • Opening Hours Boxes
    • Presence Mapping & Forward Settings
    • Activate / Deactivate Team Members
    • Add / Remove Team Members
    • Nominate Team Administrators
    • Read and update voicemail targets
  • Manage (CRUD) users in the the system
  • Read and update user details and team membership settings
  • Manage (CRUD) workflow resources
  • Manage (CRUD) opening hour calendars
  • Manage (CRUD) standby duty hours
  • Read Reporting information
AdministratorTeam

Team Administrator Configuration in TM FE

Team Manager Configurator

Team Administrator can…

  • Read and update Team settings for activated teams such as:
    • Placeholders
    • Forward Settings
    • Activate / Deactivate Team Members
    • Read and update voicemail targets
  • Manage (CRUD) workflow resources
  • Read and Update opening hour calendars for their teams
  • Read and Update standby duty hours for their teams
  • Read Reporting information
TeamMember

Team Membership Configuration in TM FE in case of manual user provisioning

Active Directory in case of Active Directory synchronization

Team Member can ...

  • Log in to Frontend and see the Home Page
  • Manage their Team Choice settings if they are enabled by the Administrator

Frontend views based on Role

Based on the defined Organization Unit and Role Based Accessaffiliation determined by an Administrator, users will see different frontend controls based on their role. 

Organiation Unit and Role Matrix

Precondition

To use the following features, the Team Choice Feature needs to be enabled.

Tenant Administrator View

When the 'Team Choice' is enabled for a particular team, a Tenant Administrator can manage not only his own responsibility for services but also the responsibility of other users. The option is available on Activated Teams page-> Team Members tab. 

Tenant Administrator View in Frontend

Addition and Removal of Team Members

A Tenant Admin can add or remove team members from a team. 

  • Adding Users can be done via the Search and the "Add User" button. 
    (lightbulb) The Search is limited to team members under the respective tenant.
  • Deleting users  can be done via the  Remove Button
    → A confirmation dialogue will be shown: 

Set Team (In)Active

Under the list of team members there are buttons that make it possible to set the whole team (every Team member) to Active/Inactive state in one click: 'Set Team members active' and 'Set Team members Inactive'

  • When making these changes, settings are not applied directly to DB, you need to "Save" first as this has impact on daily business.
  • The Active-State syncs immediately for all affected users. A browser-refresh however is necessary for the toggle-control to reflect this.
  • TeamCallGroupOnly team type setting does not support Team Choice option. When this type of team is set, the Team Member table does not have any Active/Inactive related buttons 
  • A Team Member may see only the 'Activated' list of service teams to which he belongs. 'Deactivated' teams are not displayed in the list.

(info) Also see Team Choice Feature to see how the role affects further UI elements.

Team Administrator View

A Team Administrator is able to manage agents' responsibility for services using 'Team Choice' for team(s) which he administrates. The option is available on Activated Teams page-> Team Members tab

'Team Choice' on Team Members tab (Team Admin view)

(lightbulb) The Active-State syncs immediately for all affected users. A browser-refresh however is necessary for the toggle-control to reflect this.

Agent View

A team member with Agent permissions is able to see his personal list of teams with enabled 'Team Choice' to which he or she is assigned to via the Organization Unit matrix.

'Team Choice' on Home page

Any team member is able to configure responsibility for the team service on Team Manager 'Home' page:

  • - Is Responsible. Agent gets calls for the team services.
  • - Is Not Responsible. The Agent does not get any calls for the team he is set inactive on.

(lightbulb) Changes made need to be applied via 'Save' button.

(lightbulb) The Active-State syncs immediately for all affected users. The Team Administrator will also see his team members active state with synchonized "Active" controls. A browser-refresh however is necessary for the toggle-control to reflect this.

If the team choice is disabled and you try to log into the Frontend  as Team Member log in, then a 'Unauthorized: User is not a member of a team with Team Choice enabled" notification message appears.