Part 1. Users
Introduction#
In this guide, we will show you step by step how to start using the Thulium system. In this part, you will learn how to add new users and assign them to the appropriate queues for the hotline, chat, and tickets.
Are you ready❓ Let's begin❗
Let's start by introducing two concepts: user and agent. A user is anyone who has access to the system, e.g., an administrator or consultant. An agent is a person serving customers – their scope of work is defined by the permissions granted and assignments to specific queues for hotline, chat, and tickets.
The basic tool for an agent is the Thulium Web Softphone application, through which they can receive and make calls. Handling chats and tickets is possible without running the phone. The agent's work in the Thulium system is monitored so that the system knows about their availability and performed activities. Thanks to this, for example, we can provide clients calling the hotline with information about their position in the queue or the estimated waiting time.
You already have one default user created who can operate various system functions – after all, they are an Admin❗ Using their account, you can already do a lot.
Adding Users#
Your first step will be to add users who will use the system. Of course, to start, you must be logged into the system.
1. Select the Administration module, then choose the Users → Users section.
2. Click the button
3. You will open a card where you must fill in the following fields: First Name, Last Name, Email Address, Password, and select Language and Role.
4. The Login field is by default set to: firstname.lastname, but you can change it according to your preferences.
The password cannot contain Polish characters.
You will be able to log into the system using the login and password.
5. The option Force password change at next login allows the agent to change the password to their own, easier to remember.
6. Now let's move on to assigning the appropriate roles. What are roles? They are parameters that allow assigning users a set of permissions for specific system functions. Using roles is much faster than specifying permissions for individual system functions for each user.
By default, two roles are defined in the system – Agent (provides access to all tabs related to handling calls, tickets, and chats) and Admin (provides access to all modules). You can also add your own roles tailored to your business needs.
7. Complete the process of adding a user by clicking .
8. Within Administration → Telecommunication → SIP Accounts, it is recommended to assign each user an individual phone number (internal), which they will log in to.
Assigning Users to Queues#
If you want an Agent to be able to handle calls, you must assign them to the appropriate queues. A queue is a place where callers wait in a specific order for a connection with a free consultant (separately for phone calls, emails, and chats). Thanks to queues, order is established in service, and clients gain the certainty of getting in touch. Each channel has its own tools that support maintaining customer attention and minimize waiting time for service.
After creating an account in the Thulium system, you are by default assigned to existing hotline and ticket queues. However, for new agents to be able to handle calls and tickets, as well as chat with customers, they must be manually added to the appropriate queues.
1. You specify assignments by entering the user's card – in the Assignments section, choose .
2. For the Agent to receive calls, they must be assigned to the appropriate hotline queues (an agent can be assigned to multiple queues). Similarly, to handle email tickets, they must be assigned to Ticket queues. Chat handling is possible after assigning to Chat queues.
3. By default, the system is configured with one Hotline queue and two Ticket queues. To assign an agent to it, check the appropriate checkbox and confirm by clicking the button .
If you want more agents to handle a queue, it will be more convenient to assign them "in groups" when creating queues, rather than individually. We will show you how to do this in later parts.
Next Part 2. Clients