Managing Active Users

Quick links in this article:

Viewing active users

You can view your active users on the Users section of the Users and Teams page.

Open

View your users in the Users tab

Changing user details

To change a user's details (their name or email address), use the three-dot options menu located next to their name.

Open

Edit user details

Assign users to teams

When you add new users, they will be automatically added to your default team. Change the team(s) your user belongs to by clicking ‘Set Teams’.

Adjust user capacities

By default users will have a total capacity of 3, and the following per-channel limits:

This means the user can be assigned a maximum of 3 interactions on their radar at once, but those 3 interactions could be from any of the channels listed. They can only receive one voice call at a time. This might look like:

• 3 SMS interactions

• 1 Voice Call + 2 Emails

• 1 Facebook + 1 Webchat + 1 Voice Call

• etc!

Most organisations opt to impose a limit on webchat, to avoid users becoming overwhelmed. You can also control the mix of channels an agent receives by setting other limits - for example, if you want a particular user (like a trainee) to only manage emails, but you don’t want to change the queueing logic for your domain.

Edit the capacity limits of user by channel by selecting the Set Capacities button.

Removing a user

If you want to delete, disable or edit a user, you can do that through the three dotted menu next to their name on the right hand side of the page.

What’s next?

If you’ve finished configuring your active users, the next step in your Gnatta setup is to turn on your routing and assignation logic! Check out more on that here: