Creation and Management of Users in Atom
In this article, you will learn the essential steps to create users, assign roles, and manage statuses within the platform.
Types of Users in Atom
In Atom, there are three main types of users according to their role in the company:
Agents: They are the advisors who interact with customers and manage conversations.
Supervisors: They accompany and support agents, monitoring performance to identify opportunities for improvement.
Administrators: They manage the general configurations of the platform to facilitate the work of the entire team.
These roles are designed to adapt to the needs of your company, promoting collaboration among all users.
Create Users Individually
If you need to create users, you can do so individually by following these steps:
Go to the Configurations menu > User Management > Users
Click on the Create User button
Complete the fields:
Email: This field is unique and cannot be edited after it is created.
Email: This field is unique and cannot be edited after it is created.
Role: Select between agent, supervisor or administrator according to the user's functions.
Role: Select between agent, supervisor or administrator according to the user's functions.
Status: By default, users are created in Offline status, but this can be modified according to the needs of the team.
Status: By default, users are created in Offline status, but this can be modified according to the needs of the team.
Group: Associate the user with one or more work groups to better structure responsibilities.
Group: Associate the user with one or more work groups to better structure responsibilities.
Finally, click on "Create" to complete the process.
Finally, click on "Create" to complete the process.
Note: If you need to manage several users simultaneously, Atom offers the import function through CSV files.
Importing Users with CSV
Click on "Import Users".
Click on "Import Users".
Configure the roles and groups in a CSV file. If you have any questions, download the example file that Atom provides.
Configure the roles and groups in a CSV file. If you have any questions, download the example file that Atom provides.
Upload the file with the correct information and click on "Import Users".
Upload the file with the correct information and click on "Import Users".
This function is ideal for incorporating large teams quickly and efficiently.
Creation of Customized Roles
Although Atom includes predefined roles, you can also create custom roles to cover specific needs.
Go to Configurations > User Management > Roles and Permissions.
Go to Configurations > User Management > Roles and Permissions.
Click on "Create New Role" and assign a name, for example, "Reporting Admin".
Click on "Create New Role" and assign a name, for example, "Reporting Admin".
Define the specific permissions, such as access to reports or particular configurations.
Define the specific permissions, such as access to reports or particular configurations.
Adjust the restrictions as necessary.
Adjust the restrictions as necessary.
Assign this role to the corresponding users to ensure they have the appropriate permissions.
Assign this role to the corresponding users to ensure they have the appropriate permissions.
User Status Management
User statuses are essential to managing agent availability and optimizing task assignment.
Go to Configurations > User Management > User Statuses.
Go to Configurations > User Management > User Statuses.
2. Click on "Create Status" and configure:
Representative icon: Choose an icon that easily identifies the status.Clear description: Define the purpose of the status.Keyword or abbreviation: Assign a keyword to quickly identify the status.Receiving conversations: Indicate whether the status allows you to receive new conversations.Activation: Mark whether the status will be available to agents.3. Click on "Create" to save the new status.
Representative icon: Choose an icon that easily identifies the status.
Representative icon: Choose an icon that easily identifies the status.
Clear description: Define the purpose of the status.
Clear description: Define the purpose of the status.
Keyword or abbreviation: Assign a keyword to quickly identify the status.
Keyword or abbreviation: Assign a keyword to quickly identify the status.
Receiving conversations: Indicate whether the status allows you to receive new conversations.
Receiving conversations: Indicate whether the status allows you to receive new conversations.
Activation: Mark whether the status will be available to agents.
Activation: Mark whether the status will be available to agents.
3. Click on "Create" to save the new status.
Benefits of these Configurations
These tools are designed to:
Enhance collaboration: By assigning appropriate roles and statuses, internal organization is improved.
Enhance collaboration: By assigning appropriate roles and statuses, internal organization is improved.
Facilitate team management: Mass import saves time and reduces errors.
Facilitate team management: Mass import saves time and reduces errors.
Optimize workflow: User statuses allow efficient management of availability and workload.
Optimize workflow: User statuses allow efficient management of availability and workload.
With these configurations, Atom guarantees an effective, ethical and transparent work environment. Follow these recommendations to make the most of the platform's features.
If you want to know the details about the permissions that each role contains, visit the following article