Users

Users List pane (upper)

Lists information about each account in the department

User Details pane (lower)

Lists additional information about each account in an editable format

User Name

Indicates the name assigned to the KANA Response user. Note that this is the name that is used to populate a User Name merge field. See About merge fields.

The arrow that appears next to the User Name label indicates the order in which the list is sorted. Click the label to change the order.

Description

Indicates optional text that provides additional information about the user. Note that this is the name that is used to populate a User Description merge field. See About merge fields.

Role

Indicates the role assigned to the user. See About user roles.

Vacation

Indicates whether the user is on vacation. Vacation status causes messages to be routed elsewhere. The next time the user logs in, KANA Response automatically clears this check box.

Home

Indicates the default department to which the user belongs. Users can belong to several departments, but one department must be designated as the home department.

Last Modified By

Indicates the user that last edited the selected user's details.

Last Modified Time

Indicates the time that the selected user's details were last edited.

User name

Displays the name assigned to the KANA Response user. If you are creating a new user, assign a unique name.

Description

Displays optional text that provides additional information about the user

Role

Select the required role for the user. By default, the system-defined roles are Agent, Content Administrator, Workflow Administrator, or Response Administrator. You can also create custom roles with different permission levels. See About user roles.

Allow Review

Indicates whether the user has review permissions. Select the check box to enable the user to download the pending review messages.

Locked

Select this option to manually lock out the users. This check box is automatically selected if the retry lockout value exceeds a certain number. Manually clear this box to enable the user account.

Classify Feedback

Select this option to activate the user's messages for Classify training. Only the messages with this attribute selected are exported for training the Classify system.

Override Password Security

Select this option to override the password security setting. For example, this can be used  for Response API users and users set up for Response Live integration.

Force Password Change

Select this option to force the user to change their password at next login. After the user has changed their password, the flag will be deselected.

Override Force Release of Messages

Select this option to allow user to override 'Force message release from inbox on logout' setting, available at department level.

Override Inactive Account Lock

Select this option to remove the user from the automatic schedule that locks inactive accounts.

Enable Chat

Select this option to permit  the user to access the Response Live application.  

Enable IQ

Select this option to permit the user to access KANA IQ. With IQ enabled, the user can see the IQ-related tabs, such as Research and Knowledge Admin. Selecting this option synchronizes the user's Response application with the KANA IQ application.

Password

Enter a password for the user. Asterisks appear in the field in place of the text that you enter.

Confirm password

Re-enter the password for the user. The text that you enter does not appear in the field.

Custom Fields

Clicking on the custom fields icon will open a form that allows the user level custom fields to be set.

Title

Displays the title that has been given to the selected user.

Display Name

Gives the display name of the selected user.

Photo URL

Displays the URL of a photo for the selected user.

Phone No

Displays the telephone number that has been set for the selected user.

Vacation

Indicates whether the user is on vacation. Select the check box if you do not want messages to be routed to this user. Then select an alternate routing destination from the pull-down list.

Departments

Lists the department branches that this user belongs to. Select different departments to display additional queues to which you can assign the user.

Edit Departments

Displays the Assign User to Departments dialog so that you can change the home department for this user. The user remains a member of the original home department.

Available queues

Lists the queues available in the department selected in the Departments list. Select a different department in the displayed branch to select other queues to which you can assign this user.

Assigned queues

Lists the queues assigned to the user. To assign additional queues, select a queue in the Available queues list and click Add. To remove a queue, select a queue in the Assigned queues list and click Remove.

Add

Moves the selected queue from the Available queues list to the Assigned queues list

Remove

Moves the selected queue from the Assigned queues list to the Available queues list