User Tabs and Properties
The User Object comprises the following tabs:
• Media Availability History Tab
Properties Tab
The Properties tab contains system Properties. It also contains custom Properties created for the User object. Values for these Properties are set in Business Administrator.
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Property (* indicates that the Property is mandatory. # - indicates that the Property or Group is available when Higher Education Foundation is installed.) |
Description |
Value Updated by System/User
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Property Can be |
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Edited
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Deleted
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Name * |
Name of the User. |
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No |
No |
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Security Type |
The security type used by the User when logging on to Desktop Client. Indicates Application, Trusted (domain security accounts) and Custom Security. By default, the value for this Property is Trusted Security. |
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No |
No |
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Login Name * |
The Login name used by the User. |
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No |
No |
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Nick Name * |
The User’s nickname that is displayed in the Transcript pane. |
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No |
No |
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E-mail ID * |
The User’s email address. |
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No |
No |
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Net Send |
For Trusted Security Users, this is the login name. Store information here to indicate the Alias or address to use to send messages and notifications to the User. |
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No |
No |
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Pager |
The User’s Pager number. |
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No |
No |
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Cellphone |
The User’s cell phone number. |
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No |
No |
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Location |
The User’s location. |
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No |
No |
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Reports To |
The User’s Manager. |
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No |
No |
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Offline User |
Indicates whether the User is configured as an Offline User. The value for this Property can be True or False. |
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No |
No |
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Type |
The type of User. The value for this Property can be Normal User or Viewer. |
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No |
No |
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Apply Access Control |
Indicates whether Access Control is enabled for the User. The value of this Property can be Yes or No. |
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No |
No |
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Hierarchy type |
The value set in this Property is considered if the value of the Apply Access Control Property is set to Yes. This Property can have one of the following values: • Sales • Product • Product Head |
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Primary Team # |
The Team to which Team-based Object items will be transferred when the Object item is assigned to the User. |
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No |
No |
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Media Load (Group) This Group of Properties indicates the Media Load options specified for the User. |
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Non Real Time |
The maximum number of active requests the User can handle for Non Real Time Media. |
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No |
No |
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Real Time Stored |
The maximum number of active requests the User can handle for Real Time Stored Media. |
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No |
No |
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Real Time Non Stored |
The maximum number of active requests the User can handle for Real Time Non Stored Media. |
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No |
No |
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Lead Assignment Load Options # |
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Daily maximum load # |
The maximum count of Leads that will be assigned to a User when the Weighted Round Robin in <current team> Action is selected. The default value of this Property is 10. |
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No |
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Daily minimum load # |
The minimum count of Leads that will be assigned to a User when the Weighted Round Robin in <current team> Action is selected. The default value of this Property is 5. |
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No |
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Chat This Group indicates Chat options specified for the User. |
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Default Team For Proactive Chat |
The Team that is selected as the default Team in which a Proactive chat request is created when a User initiates a chat session with a visitor. |
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No |
No |
Login Status Tab
This tab stores the current login session details of the user.
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User Property |
Description |
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Application |
The CRM application (Desktop Client, Business Administrator, or Database Administrator) to which the User is currently logged on. |
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Logged In At Date |
The date and time when the User logged on to the application. |
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Logged in Duration (Mins) |
Indicates the total time for which the User was logged on to the application. |
Current Load Status Tab
This tab stores data about the User’s current request load status.
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User Property |
Description |
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Current State |
Indicates the User’s current state. The predefined values for this Property include: • Active • Busy • Out for Lunch • Stepped Out • Meeting In addition, you can define custom states. |
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Load Status The number of requests the User has at any time. |
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No of Phone Calls |
The number of phone calls the User is currently handling. |
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No of Chat Sessions |
The number of chat sessions the User is currently handling. |
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No of Open Interactions |
The number of open Interactions the User is currently handling. |
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No of VoIP Calls |
The number of VoIP calls the User is currently handling. |
Current State Data Tab
This is a RecordList tab. It stores information about the time spent by the User in each state.
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User Property |
Description |
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State |
Indicates the User’s state. The predefined values for this Property include: • Active • Busy • Out for Lunch • Stepped Out • Meeting In addition, you can define custom states. |
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Time Spent (Mins) |
The time spent by the User in a given state. |
Availability Status Tab
This tab stores Media availability data for Users from the time they marked themselves available or unavailable for a Medium. The value can be 0 or 1.
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User Property |
Description |
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Media |
The name of the Medium. |
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Status |
The User's availability status for a Medium. |
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Time Spent in Available State (Mins) |
The time for which the User was available for a Medium. For example, the time for which the User was available for the Chat Medium or the Phone Medium. |
Team Wise Availability Tab
This is a RecordList tab. It stores information about the User's availability for each Medium for each Team.
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User Property |
Description |
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Team |
The Team for which the User has marked himself available for a Medium. |
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E-Mail Status |
The User’s availability for the Email Medium. The value for this Property can be Available or Not Available, for a given Team. |
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E-Mail Available Time (Mins) |
The time spent in the available state by the User for the Email Medium in a given Team. |
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Chat Status |
The User’s availability status for the Chat Medium. The value for this Property can be Available or Not Available, for a given Team. |
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Chat Available Time (Mins) |
The time spent in the available state by the User for the Chat Medium, in a given Team. |
Login History Tab
This tab stores information for each completed login session of the User. The history is maintained from the time the User was created.
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User Property |
Description |
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Client |
The name of the Desktop Client type to which the User had logged on. The value of this Property can be: • Desktop Client • Web Client |
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Logged In At |
The date and time when the User logged on to the Client. |
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Logged Off At |
The date and time when the User logged off from the Client. |
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Duration (Mins) |
The total time for which the User was logged on to the Client. |
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Active Time (Mins) |
The total time for which the User was active in Desktop Client. |
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Busy Time (Mins) |
The total time for which the status of the User was set to 'Busy' in the Desktop Client. Note This Property is applicable only to the Desktop Client. |
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Out For Lunch Time (Mins) |
The total time for which the status of the User was set to 'Out For Lunch' in the Desktop Client. Note This Property is applicable only to the Desktop Client. |
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Stepped Out Time (Mins) |
The total time for which the status of the User was set to 'Stepped Out' in the Desktop Client. Note This Property is applicable only to the Desktop Client. |
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Meeting Time (Mins) |
The total time for which the status of the User was set to 'Meeting' in the Desktop Client. Note This Property is applicable only to the Desktop Client. |
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Phone Available Time (Mins) |
The total time for which the User was available to respond to customer calls. Note This Property is applicable only to the Desktop Client. |
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E-mail Available Time (Mins) |
The total time for which the User was available to respond to customer e-mail messages. Note This Property is applicable only to the Desktop Client. |
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Chat Available Time (Mins) |
The total time for which the User was available to handle customer Chat requests. Note This Property is applicable only to the Desktop Client. |
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VoIP Available Time (Mins) |
The total time for which the User was available to handle customer VoIP requests. Note This Property is applicable only to the Desktop Client. |
States History Tab
This is a RecordList tab. It stores information about all the states of the User in completed sessions of Desktop Client. The history is maintained from the time the User was created.
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User Property |
Description |
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State |
Lists all predefined and user-defined User states. |
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Start time |
The time when the User’s state changed to a given state. |
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End time |
The time when the User’s state changed from a given state to another state or when the User logged off from Desktop Client. |
Skill Set Tab
This tab stores information about Skill Sets for one or more Users.
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User Property |
Description |
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Skill List |
Lists all user-defined skills of a User. |
Phone Tab
This tab stores information about the Phone Medium, when the User is available for this Medium.
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User Property |
Description |
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Agent Id |
The ID that the Agent uses to log on to the ACD. This property is required to log on to the ACD |
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Agent Password |
The Password of the Agent used to log on to the device. |
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Phone Bridge |
Option to specify the location of the computer where the Phone Bridge components are installed. This is the Phone Bridge to which the selected User is connected. The value specified here overrules the value specified for the Phone Bridge Media Option. |
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Agent Group |
Option to specify the ACD group to which the User belongs. This property is required to log on to the ACD. The value specified here overrules the value specified for the Group Media Option. |
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Agent Type |
Inbound When the value of the Agent Type Property is set to Inbound, Phone Users can only receive incoming calls. If the Auto Login Phone Option has been enabled, Phone Users are automatically logged on to the Automatic Call Distributor (ACD) when they log on to CampusNexus CRM. In addition, the Log into ACD and the My Phone Status options in the Tools menu of the Phone Workspace are enabled (for manual ACD login). The Dial Out and Dialpad features are disabled in all Workspaces for these Users. Inbound Users receive calls routed to the ACD based on their availability. Outbound When the value of the Agent Type Property is set to Outbound, Phone Users can only make outgoing calls. Outbound Phone Users are not logged on to the ACD. The Log into ACD and the My Phone Status options in the Tools menu of the Phone Workspace are disabled for these Users. The Dial Out and Dialpad features are enabled in all Workspaces for these Users. Inbound and Outbound When the value of the Agent Type Property is set to Inbound and Outbound, Phone Users can receive incoming calls and make outgoing calls. If the Auto Login Phone Option has been enabled, Phone Users are automatically logged on to the Automatic Call Distributor (ACD) when they log on to the system. In addition, the Log into ACD and the My Phone Status options in the Tools menu of the Phone Workspace are enabled (for manual ACD login). The Dial Out and Dialpad features are enabled in all Workspaces for these Users. Inbound and Outbound Users receive calls routed to the ACD based on their availability. |
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User Phone Status on Hang Up |
Option used to automatically set the User's Phone status after a User ends a phone session. Set the value of this Media Option to any of the predefined Phone agent states (Ready, Not Ready, Wrap up) or a Phone agent state that you define. For example, if you want to specify the value as "Ready" for this Media Option, specify "Ready" as it occurs in the ACD#Ready Media Option. The User Phone Status on Hang Up Phone Option is set for all Phone Users. However, if a value is defined for the User Phone Status on Hang Up User Property for a specific User, this value overrules the value defined in the Media Option. |
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User Phone Status on End Session |
Option to set the selected User's Phone status after a User ends a phone session. Set the value of this Media Option to any of the predefined Phone agent states (Ready, Not Ready, Wrap up) or a Phone agent state that you define. For example, if you want to specify the value as "Ready" for this Media Option, specify "Ready" as it occurs in the ACD#Ready Media Option. The User Phone Status on End Session Phone Option is set for all Phone Users. However, if a value is defined for the User Phone Status on End Session User Property for a specific User, this value overrules the value defined in the Media Option. |
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Default Team |
The Team that is selected as the default Team from the All Phone Calls list, for a User in the User wizard. The Team specified for this User is associated with a Message Object in a Phone session. |
Media Availability History Tab
This tab stores data related to availability of the User for all Media until the last login session. The history is maintained from the time the User was created. This is a RecordList tab.
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User Property |
Description |
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Media |
The name of the Medium. |
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Start time |
The time at which the User marked himself as available for a given Medium. |
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End time |
The time at which the User marked herself as unavailable for a given Medium. |
Personal Tab
Lists properties created for the Personal tab. The tab is visible in Desktop Client only for the user who created these properties. Note that the tab is visible to the user only if the user has created at least one property for the tab.