Add an External User

Business Process Outsourcing (BPO) involves contracting of operations and responsibilities of a specific business process to a third-party service provider. With outsource call centers, company agents are answering calls for another call center, and as part of their service with these other companies, the company using the outsource call center might want to monitor the quality of the call centers interactions with their customers; this involves listening to calls coming into the call center.

Granting External Users with limited access to the Client Admin Portal allows you to provide them with access to recordings and transcripts between call center agents and their customers.When adding External Users to the Client Admin, you can create an entire team of just external users or you can add an individual external user to an existing team.

To set up external users, navigate to Configuration > Agents in the Client Admin Portal. 

Adding External Users to an Existing Team

1. Choose a team the external agent will belong to.
2. Highlight the team name or any agent within the team.
3. Click Add Agent
4. A highlighted entry named New Agent is added to the team. The initial settings for this agent are determined by the team’s default settings. 
   
   Note: When an agent is highlighted the following tabs are displayed on the right: General Information, Security, Change Password, and Individual Skills.
5. Click on the General Information tab, if not already selected.
6. In the First Name field, enter the external user’s first name.
7. In the Last Name field, enter the external user’s last name.
8. In the Username field, enter a username for the external user; this username will be used when the external user signs into the Client Admin Portal. 
   
   Note: All other fields on the General Information tab are optional, complete if desired.
9. Click the Security tab.
10. From the Role drop down menu, select External User.
11. All Permissions options will become greyed out, and all checkboxes will be unchecked except for the Access Administration Site checkbox.
12. Click the Change Password tab.
13. In the New Password field, type a password for the external user; this password will be used when the external user signs into the Client Admin Portal.
14. In the Confirm Password field, retype the password.
15. Click Update.
16. Next click the Individual Skills tab. 
17. Here you determine which queue recordings the external user may access by providing access to specific queues. Check the checkbox beside all Queues for which you wish to grant recording access to the external user.
18. Click Update.
19. The external user can now Sign In to the Client Admin Portal and access all recordings for the assigned queues.

Note: To create a team of external users, see Team Configuration.