Users & Teams

Last updated · cacofonix 3.4.28 · getafix 3.2.65

Manage your organization's staff accounts under Settings → Users and organize queues and supervisors into operational groups under Settings → Teams.

1. Managing Users (/settings/users)

Open Settings → Users and click any row to edit a user (or click Add User as a System Administrator to create one):

User Profile Fields (Basic Info Tab)

  • Company: The tenant the user belongs to.
  • Role:
    • User (Agent): Answers queue and personal calls on the Desk.
    • Supervisor: Runs the Floor wallboard, monitors live calls (Listen/Whisper/Barge), manages alerts, grades QA evaluations, and manages the WFM roster.
    • Admin (Company Admin): Configures company telephony settings, teams, alert rules, QA scorecards/sampling rules, and WFM shifts in the Console. (Note: On the Desk, a Company Admin acts as an agent, not a floor supervisor.)
    • System Admin / Getafix Admin: Platform-level administrator across all companies.
    • Note: Only a System Admin can change an existing user's role, and the user must be signed out of the call center (Off duty) before their role can be changed.
  • Teams:
    • For a Supervisor: Defines which teams' queues and agents this supervisor oversees on the Desk Floor, Monitor, Reports, and Console Reports. Leave empty to give the supervisor visibility across the entire company. Changing a supervisor's teams re-scopes their open Desk Floor in real time without a page reload.
    • For an Agent (User): Defines which teamed queues this agent is permitted to join (see section 2 below).
  • Email: The user's login email address (set at creation; immutable on edit).
  • First Name & Last Name: Displayed across the Console, Floor agent cards, and reports.
  • Language skills: Slash-separated 2–5 letter language codes (for example, BN/EN or EN/DE, automatically upper-cased on save). Used for:
    • Language badges on Floor agent cards
    • Real-time language-match chips on the Live Monitoring screen
    • WFM Roster required-skill validation
  • Time Zone: User's local time zone.
  • Enabled / Disabled: Turning Disabled on immediately prevents sign-in and terminates any active session on its next request.
  • Unlocked / Locked: Turning Locked on locks the user out until an administrator unlocks the account.

Resetting a User's Password (Security Tab)

Open the user editor, switch to the Security tab, enter the new Password, and save.

2. Managing Teams (/settings/teams)

Teams group your queues and agents into logical tiers or departments (such as Tier 1 Support, VIP Banking, or Collections).

  1. Open Settings → Teams and click Add Team (available to both Company Admins and System Admins).
  2. Enter a unique Team Name and Description, then click Create.
  3. Assign the team in two places:
    • On Queues (Settings → Queues): Select a Team on each queue that belongs to that group.
    • On Users (Settings → Users): Select one or more Teams on the supervisors who lead that group and the agents who staff it.

How Team-Scoped Queue Membership Works

  • Unteamed Queues (queues with no Team set): Any agent in the company may join.
  • Teamed Queues (queues assigned to a Team, e.g., Tier 1): Only agents who have Tier 1 in their Teams field can see or join that queue, be added to it from the Floor, be assigned waiting callers from it, or place outbound calls as that queue.
  • If you add a team to a queue (or remove a team from an agent) while the agent is on duty, the platform automatically removes the agent from any queue they are no longer permitted to staff in real time.
  • Deleting a team cleanly unassigns it from its queues and users without deleting either.