User Management
Getting to the business profile settings
After logging to your CxFirst account, click on My Account on the top right and select your account. This should take you to your account page. Here select the Business profile from the left side menu. Your business details such as business name, email ID, phone number, and domain are set when we open an account for you. You can choose to upload the company logo for better representation.
For any changes in the fixed details, you can reach out to us for rectification. Once your business profile is set, you can click the Next button on the bottom right corner. This will take you to the section where you can set up the Line of Business (L.O.B).
Adding Company Logo
It is a good practice to add your company logo on your business profile. You can easily add the logo by clicking on the 'Upload Logo' button highlighted on the image below. Please make sure to add the right image which is clear and cropped appropriately.
Making New L.O.B
According to your business needs you can create new LOB for each verticals in your business. Just type the LOB name in the box and click on Add button to add a new LOB. You can also see the list of LOBs that you have created. After adding the LOBs, click on 'Proceed to Next' button to set up the location.
Linking L.O.B to Location
Once in the locations page, add the locations from where your LOBs are working. Once added, you will see the list of different locations in the list below. You next have to link the locations with the LOBs.
To map the location to LOBs, click on the 'Location Mapping List' button on the center left of your screen. Here you will see two drop down menus. One of select LOBs and the other to select location/partner. Please select the appropriate LOBs and Location and then click on 'Link'.
Once linked, you can see the list of LOBs and Location that are linked. If you feel that you have done a mistake, you can unlink them using the unlink button on the right side of the list.
Setting up the Roles
You have set up your business profile. But an important step before starting operations is to set up the user roles. You need to define roles for users that will decide what part of CxFirst is accessible to them according to their user needs.
To set up user roles, go to the 'User Permissions' section from the menu bar on the left. First step is to define the role. According to your need you can define different roles in your organization. The second step is to decide the sub services that the user will have. There are three of them.
- Business Admin: A business admin is responsible for managing the business profile on CxFirst. Additionally, the business admin will also have the ability to create new user(s).
- User Admin: This user is responsible for creating new user(s) and will not have access to business profile setting.
- User Read only: This user will have read only access of the user list and will not be able to edit any part of the CxFirst.
The third and final step is to decide the permissions for the user in the different tools in CxFirst. For DMS, select DMS from the drop down below 'Tool'. Next in the services, select read only sub services for Dashboard and Reports. However, while selecting the sub service for Decision Tree, you have to decide what kind of users will have the authority of make the decision tree.
- Read Only (Agent) will be able to view the decision tree in the DMS.
- Edit (Author) will be able to create the decision tree in the drafts of the DMS.
- Super (Author + Moderator) will be able to create the decision tree and publish it on the DMS.
If you are creating a user who can write, edit, and post a Decision tree on DMS, needs to have SuperAdmin access, which can be toggled at the bottom of the screen. Once you have made finished all the steps, please go ahead and save the user role.
Create Users
Adding Multiple Users
Now that you have your business profile set up, you need to create new profiles of the people working in your business. Click on the 'Create User' button in the center left of the screen. There are two ways of creating new users. The first option is to 'Bulk Upload'.
First select the Location & LOB in which you want to create the users. Next select the login types. Select 'SSO/OAUTH' if you want to allow third party integration such as Google/Microsoft login. You can select 'Basic Auth' if you want the users to login using the user ID and password you will generate for them.
The next step is to drag/upload the CSV file containing the details of the users that you want to add on the CxFirst platform. For your reference, we have also added a sample CSV file as well.
Adding a Single New User
We have given you the ability to add a single new user if the needed arises. Select 'One by One' option after clicking 'Create User' button. This will take you to a new page. Over here, you have to manually add details of the user in the respective places. The last step is to select the role of the user before you hit on 'Create' button.
Using the DMS
This section of the guide will instruct you regarding decision management system (DMS).
DMS Dashboard
Login to the CxFirst platform using your credentials. Then select the Decision Management System on the left side of the screen. This will take you to the DMS Dashboard.
The dashboard will provide you information of all the different LOBs, locations, and total users. Please do keep in mind that the above dashboard is seen through a SuperAdmin account. The information on the DMS dashboard of the agent will not show the information regarding LOBs and locations.
Creating Decision Tree
For your agents to use the DMS, the business admin needs to create a decision tree. You can create the decision tree by going to the 'Manage Decision Tree' section on the left side of the screen. You will see an option to create a new tree as seen in the image below.
It is important to note here that only the user who has super access can publish the decision tree. Users with edit authorization can only create the decision tree and keep it in the drafts for the SuperAdmin to edit and publish later. Click on the 'Create Tree' button on the extreme right side of the screen. This prompts a pop-up where you have to select the LOB and the decision tree (DT) name.
Doing this will create a draft of the newly created DT. Please do keep in mind that for author access, the user will only see the published and draft section. The user with admin access can see the Request Moderation section as well, where they can edit and publish the DT. Next the DT needs to be populated with information that could help the agents during the call. To add information, click on the edit button seen in the image below. This will allow you to add the information.
Once inside the DT, click again on the edit button on the right side of the screen. Then you can go ahead and add the node name, script for the agent to follow and the steps that they need to take during the call. You can add multiple nodes according to different scenarios.
Adding Child Node
Under each node, you have add child nodes as per the possible outcomes of the customer interaction. You can add multiple nodes. You can also add child nodes inside a child node if the scenario demands this. To add the child node, click on the three dots circled in green as seen in the image below.
Please do keep in the mind that you need to add the script and steps for each child nodes so that the agent can use the DMS effectively. After adding the information, hit on the save button at the bottom of the screen by scrolling down. If you want to delete the node, you can click on 'Delete'.
Next, send the DT for review by the moderator. You can do this by clicking on the 'Send for Review' button on the top right corner of the screen. While sending for review, select the moderator that will be reviewing your DT.
Publishing Decision Tree
The moderator has the responsibility of reviewing and publishing DT that are created by the authors. The DTs created by the authors will appear under the 'Request Moderation' section. Click on the details button on the right end of the screen.
Click on 'Start Review' button on the top right corner of the screen to review the DT.
Review the content in the DT, approve or disapprove the steps created by the author. You can add comments to the DT if you need. You can also view the nodes that have been deleted by click on 'Deleted Items' button on the top right of the screen.
Next, click on 'Start Review' button on the right side of the screen. Next, click on the 'Status' button. You will get three options asking to Publish, Correction Required, and Discard. If you find the DT to be correct, go ahead and click on 'Publish'.
Using Decision Tree
The DMS will be used by the agents primarily during customer interactions. Login to CxFirst select Decision Management System. This will take you to the DMS dashboard which shows certain metrics regarding the user statistics.
To access the DT, go to View Decision Tree. Next, select the LOB and enter the Order ID, and hit the 'Load New Decision' button.
Next, select a tree and select the scenario from the drop-down to obtain the appropriate instructions. This would load the script and the steps that the agent needs to take while answering the customer query. Once you are done with the customer call, click on the 'Submit Decision' button. Depending on the outcome of the call, you can select either the 'Solved' or 'Not Solved' buttons in the pop-up screen.
The agent can also give feedback to the author and moderator if the DT has any issue with the content. To give feedback, the agent has to click on the feedback button on the extreme right corner of the screen (circled in red).
Feedback Review
No matter how much you review, not everything you make, write, or produce can be perfect and error free. We understand that, and hence we have the feedback review section for the Admin. The agents who find mistake or some issue with the DT that you publish, can give feedback as described in the previous section. The admin can then check the feedback and take appropriate actions to rectify the mistake. Go to the feedback menu on the left side of the menu to see the list of feedbacks given by the agent.
Click on the 'View' button on the extreme left. This will take you directly to the node where the agent had the issue. You can then review and rectify the node according to the feedback given by the agent.
Version History
Every time, you edit and modify a published DT, you can see the change in version history. You can click on the 'Details' button (circled in red) to see the details of the DT.
Over here, you have the option of reverting back to a previous version if needed or unpublishing the tree altogether if you feel that the DT is no longer relevant for you LOB. Just click on the 'Unpublish' button the top right of the screen to see the options of reverting to previous version or unpublish.
DMS Analytics
Creating and using the DT is all good. However, do you really know if the DT you have made is helping your agents to solve customer issues more effectively? Well, you can opt to check the reports section in the DMS and` understand how effective have the DTs you have created for the agents.
Go to the Reports section on the DMS. Here you have to select the LOB and the location. Next select the date or the date range to see how the success rate of the DTs on the particular date. You can either view the data or download it for later analysis.
There are three types of reports that can help you analyze the performance of the DMS for your Cx Team. You can select the report you want from the Select Report dropdown to view the data.
DT Submission
This report gives the information if the DT has helped the agent to solve the customer query. The report is sorted by agent name so that you can see the steps taken by them. Click on the 'View Steps' button on the extreme right and see the steps taken by the agent during the customer interaction.
DT Performance
This report gives you the data on how each of the DT has performed in the LOB. This will help you assess if the DT is helping your agents to solve the problem or if they are still struggling to give the customers a satisfactory answer.
DT Success
This report will show you the success rate of the agent in resolving the customer issue using the DT. A success rate of less than 50% is highlighted in red.
Lastly, you can also download any of these reports by clicking on the 'Download' button on the extreme right of the screen. The data is automatically downloaded in .csv format.