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

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

Accessing the User Maintenance Window

To access the User Maintenance configuration, on the WFO tab, click SpeechIQ > Configuration > User Maintenance.
The User Maintenance window with information about all the users is displayed. 

  • To search for specific user details, use the Filter field or the Advanced Search icon (Advanced Search icon). 
  • To customize the table columns view, see the instructions in the Customizing a Table section in Reporting.
  • To refresh the list, click the Refresh icon (Refresh icon).

Assigning a User as an Assessor/Arbitrator

  • 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 in the User Maintenance window, 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 an assessor and arbitrator.

  3. Click Save.

Assigning Skills or Scorecards to a User

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

  1. In the users' details table in the User Maintenance window, 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 to 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.

Associating Agents with a User

To assign agents to a user:

  1. In the users' details table in the User Maintenance window, double-click the row that contains the desired user’s name.
  2. Click the Agents tab. The names of the available agents 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 to 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.

Assigning Multiple Users  

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

When assigning skills and scorecards to multiple users, the combination of skills and scorecards applies to each user. 

Assigning Skills and Scorecards to Multiple Users

To assign the same skills and scorecards to multiple users:

  1. In the User Maintenance window, 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. 

Assigning Agents to Multiple Users

To assign the same agents to multiple users:

  1. In the User Maintenance window, 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 the users 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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