Settings - Organization
This article will provide you more details and information regarding the Organization settings section for Matrix:
General
1. Navigate to the Settings tab on the left-hand side and click on General:
2. On this page, you can select the Time Zone for your server by clicking on the drop down menu, once selecting click Save to apply.
Note: This selection does not impact the current values in the database, as date-time values are stored in UTC. Date-time values (reports, monitors, etc.) will be displayed based on the user's local settings, specifically related to inbound calls:
Groups
1. Navigate to the Groups settings tab by clicking "Groups":
2. From here you can manage your current groups as well as create new ones:
3. Create a new group by clicking on the 'Create' button:
4. Name your group in the "Group name" field:
5. Add agents to the group by dragging them over or clicking on the "+" on the right of them, once done click "Save" to create the group:
2. From here you can manage your current groups as well as create new ones:
3. Create a new group by clicking on the 'Create' button:
4. Name your group in the "Group name" field:
5. Add agents to the group by dragging them over or clicking on the "+" on the right of them, once done click "Save" to create the group:
Roles & Permissions
1. Navigate to the Roles and Permissions settings tab by clicking "Roles & Permissions":
2. From here you can manage your existing profiles and their permissions from the action column as well as create new ones:
3. To create a new profile click on the "+Create" button:
4. Select the role name which will specify if the profile will be an Agent or Manager one as well as give it a name of your choice:
5. Select the permissions you want to grant to the new role. Activating the switch provides the role with the right to perform specific actions or monitor particular KPIs:
2. From here you can manage your existing profiles and their permissions from the action column as well as create new ones:
3. To create a new profile click on the "+Create" button:
4. Select the role name which will specify if the profile will be an Agent or Manager one as well as give it a name of your choice:
5. Select the permissions you want to grant to the new role. Activating the switch provides the role with the right to perform specific actions or monitor particular KPIs:
6. You can also specify the amount of callbacks agents can make from the Callbacks section under their respective Role and Profile:
Video Guide: