Episode 1. Users

Table of contents#

• Introduction
• Adding users
• Assigning users to queues

Introduction#

In this tutorial we will show you step by step how to get started using the Thulium system. In this section, you will learn how to add new users and assign them to the appropriate helpline, chat and ticket queues.

You are ready❓ Let's get started❗

Let's start by introducing two terms: user and agent. A user is anyone who has access to the system, such as an administrator or consultant. An agent is a customer service person - the scope of his/her work is defined by means of assigned permissions and assignments to individual helpline queues, chat and requests.

The agent's primary tool is the Thulium Web Softphone application, through which it can receive and make calls. The handling of chats and requests is possible without the phone running. The agent's work in the Thulium system is monitored so that the system knows about his availability and activities performed. This allows us, for example, to give customers calling the hotline information about the place occupied in the queue or the expected waiting time.

Adding users#

Your first step will be to add users who will use the system. Of course, to get started, you must be logged into the system.

1. Select the Administration module and then select the Users → Users section.

2. Click .

3. You will open a tab where you need to fill in the following fields: First name, Last name, E-mail address, Password.

The field defaults to: , but you can change it according to your preference.