Member & Staff
You can invite your team members to use BIK whether to collaborate in sending campaigns or to assist you as an agent in the CRM. These members can be assigned individual roles which are suitable to their duties
Adding Staff
To add staff members to your Help desk platform, follow these steps:
1. Access the "Staff Management" section within the settings page of your BIK dashboard
2. Click on the "Member/Staff" tab to proceed.
3. Use the "Add Staff" option to include individual staff members.
4. Fill in necessary details including Role Type (Admin, Agent, Team Manager), Name, and Email ID.
5. Save the changes to successfully add the staff member to your platform.
From staff management screen, you have the ability to add an individual staff member as well as a team.
Creating Teams
You can create teams in CRM as per your use case. It can vary from a team specialised to handle post order enquiries, a team of managers whose role is to review. With a particular team you can also add certain labels
Follow these steps to create teams and assign members in Help desk:
1. Within the "Member/Staff" section, navigate to the "Teams" tab.
2. Click on the "Add Team" button to initiate the process.
3. Provide team details and assign members accordingly.
4. Save the changes to create the team effectively.
Deleting Teams/Staff
Deleting team : Deleting a team will move all active conversations to default team.
Deleting staff : When you delete a staff it moves chats to global unassigned bucket. If you want to delete a staff please contact us on live chat!
Roles and Permissions
Using RBAC (Role based access control) you can restrict an employee or an agent to only use a part of the dashboard.
Different roles which are available are :
Admin :
Possesses comprehensive access to the dashboard and can execute all actions within the platform.
Agent :
Has access to campaigns, segments and Helpdesk.
Can engages with customers across channels, re-assigns chats, collaborates within a team and views customer history.
Agent cannot delete users in the member/staff section.
Team Manager:
Holds all Agent permissions alongside the ability to create and modify teams, view analytics and adjust settings.
In case you are looking for more fine grained control for your agents and coworkers you can contact us on live chat. We have capabilities to give only partial access to certain features.
If a role of a staff is changed then they need to log out and re login to apply those changes.
Tips :
Different roles and permissions can be assigned to team members, ensuring efficient task delegation and management.
Use the analytics page to monitor agent performance.
Checkout reports like Agent Engagement as well to get more insights on how your agents are behaving across different channels
Customise access to the BIK dashboard using RBAC
FAQs
1) Are there any limitations on the number of Agents and Teams?
There is no restriction on the number of agents or teams that can be created.
2) Can I assign different roles to my staff?
Yes, different roles (Admin, Agent, Team Manager) can be assigned to team members based on their responsibilities.
3) Is Real-time Monitoring of Activities possible?
Yes, various metrics such as Tickets Assigned, Interactions By Agent, Agent engagement time and Agent engagement reports can be accessed to monitor in real time.
4) How can I track the performance of each agent?
Performance of each agent can be tracked from analytics page with filters applied at agent level
5) What is availability toggle?
Any agent can mark himself/herself available or not available to be part of assignment logic. This is also to be treated as online/offline for an agent. You can read more about assignment logic in the helpdesk.
6) Can agents be part of multiple teams?
Yes, agents can be part of multiple teams
7) How can i view activities & progress of each team?
We have core Helpdesk analytics for agent & team.
8) Can an Admin, Agent and Team Manager have different views based on their responsibilities?
Yes, Role Based View is feasible and can be incorporated based on the use-case.
To know more, you can refer Role-Based Access Control (RBAC) details or alternatively contact the support team.
9) Is there a limit on the number of agents that can be assigned ?
There is no limitation on the number of agents or teams that can be created.
For further assistance or to raise feature requests related to RBAC or any other aspect of staff and team management, please contact [email protected]