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The User Maintenance window displays the list of all Speech IQ users added by your admin. By using the user configuration options, you can:

  • Designate users as either assessor, arbitrator, or both.
  • Assign skills to users.
  • Assign scorecards to users.
  • Associate agents with users.


You can customize the displayed report table as follows.

OptionProcedure
Display or hide certain columns in the table.
  1. Click the arrow next to any column heading, and then click the Columns option.
  2. If you want to display certain columns in the table, select the checkboxes next to their names.
  3. If you want to hide certain columns in the table, clear the checkboxes next to their names.
Sort the values in a column in ascending or descending order.Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or  Sort Descending option.
Filter the statistics based on a column.Click the arrow next to the column heading, and then use the Filters option. 
Lock or unlock a column.Click the arrow next to the column heading, and then click the Lock or Unlock option.
  • To search for specific user details, use the Filter field or the Advanced Search icon (Advanced Search icon). 
  • To refresh the list, click the Refresh icon ().
  • An assessor is a user who is responsible for creating scorecards to assess an agent's performance and task lists, and for evaluating the recorded interactions. 
  • An arbitrator is a user who is responsible for reviewing the disputed evaluations. 

To assign a user as assessor or arbitrator:

  1. In the users' details table, double-click the row that contains the desired user’s name.
    The Settings tab appears.

  2. Select the Assessor or Arbitrator checkbox as required. 

    You can assign a user as both assessor and arbitrator.

  3. Click Save.

To assign a skill, skill group, or a scorecard to a user:

  1. In the users' details table, double-click the row that contains the desired user’s name.
  2. Click the Skills/Scorecards tab. The available skill groups appear in the Available column.
  3. Click the down arrow near the skill group name to expand and view the skills. Alternatively, you can type the user's name in the Filter by name field and search for the desired user. 

  4. Select the desired skill(s) from the Available column and then click the right arrow to move it into the Selected column.

    • To filter the skill, use the Filter by name box.
    • To remove a skill from the Selected column, select the skill and then click the left arrow.
    • To revert all your changes, click the reset icon.
  5. Click Save.

To assign agents to a user:

  1. In the users' details table, double-click the row that contains the desired user’s name.
  2. Click the Agents tab. The available agents' names appear in the Available column. Alternatively, you can type the agent's name in the Filter by name box to search for the desired agent.

  3. Select the desired agent(s) from the Available column and then click the right arrow to move it into the Selected column.

    • To filter the agent, use the Filter by name box.
    • To remove an agent from the Selected column, select the agent and then click the left arrow.
    • To revert all your changes, click the reset icon.
  4. Click Save.

Instead of selecting individual users, you can select multiple users and assign them the same skills, scorecards, and agents.

When mass-assigning, the selected skills and scorecards combination applies to each user. 

Mass-assign Skills and Scorecards to Users

To assign the same skills and scorecards to multiple users:

  1. Click Mass Assign Users.
  2. The Users tab in the Mass Assign Users window appears.
  3. Select the desired users from the Available column and then click the right arrow to move them into the Selected column.
  4. Click the Skills tab.
  5. Select the desired skills to be assigned to the user, from the Available column and then click the right arrow to move them into the Selected column.
  6. Click the Scorecards tab.
  7. Select the desired scorecards to be associated with the user, from the Available column and then click the right arrow to move them into the Selected column.

  8. Click Save.

    • To search for a specific user, skill, or scorecard, use the Filter by name field in the respective section.
    • To remove an item from the Selected column, select the list and then click the left arrow.
    • To revert all your changes, click the reset icon.

The selected users and their associated skills and scorecards appear in the Users/Skills/Scorecards section. 

Mass-assign Agents to Users

To assign the same agents to multiple users:

  1. Click Mass Assign Agents.
  2. The Users tab in the Mass Assign Agents window appears.
  3. Select the desired users from the Available column and then click the right arrow to move them into the Selected column.
  4. Click the Agents tab.
  5. Select the desired agents to be associated with the user, from the Available column and then click the right arrow to move them into the Selected column.

  6. Click Save.

    • To search for a specific user, skill, or scorecard, use the Filter by name field in the respective section.
    • To remove an item from the Selected column, select the list and then click the left arrow.
    • To revert all your changes, click the reset icon.

The selected users and their associated agents appear in the Users/Agents section. 


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