Admin Guide

As an administrator, you have full control over your organization's Convrs platform - from managing agents and permissions to configuring business units and monitoring performance through dashboards.

This guide covers the key administrative features available in Convrs, helping you set up and maintain your organization's messaging operations effectively.

What Administrators Can Do

Administrators are responsible for configuring and maintaining the Convrs platform for their organization. Your role includes managing people, permissions, and platform settings.

Key Administrative Features

• Agent Management - Create, edit, and manage agent accounts across your organization.
• Roles and Permissions - Define what each role can access and configure granular permissions.
• Business Units - Organize your team into departments for efficient chat routing.
• Organization Profile - Configure your organization's settings, office hours, and branding.
• Dashboards and Reports - Monitor performance metrics and generate insights.
• Single Sign-On - Configure enterprise authentication with Google, Microsoft, Okta, or SAML.
• Tag Management - Create and manage tags for organizing users and chats.

Administration Screens

Convrs provides several administrative screens to help you manage your organization. Each serves a specific purpose in your administrative workflow.

Business Unit

Organize agents into teams for efficient chat routing and management.

Steps:

1. Navigate to Admin in the main menu.
2. Click Business Unit.
3. Create business units to represent teams or departments.
4. Assign agents to appropriate business units.

Result: Agents are organized into teams, enabling targeted chat routing and easier management.

Organization Profile

Configure your organization's settings, office hours, and default behaviors.

Steps:

1. Navigate to Admin in the main menu.
2. Click Organization Profile.
3. Update your organization name, timezone, and contact information.
4. Configure office hours and chat handling settings.

Result: Your organization's profile and operational settings are configured.

Roles and Permissions

Define roles and control what features each role can access.

Steps:

1. Navigate to Admin in the main menu.
2. Click Roles.
3. Create or edit roles to define permission sets.
4. Assign roles to agents based on their responsibilities.

Result: Agents have appropriate access levels based on their assigned roles.

Agent Management

Create, edit, and manage agent accounts across your organization.

Steps:

1. Navigate to Admin in the main menu.
2. Click All Agents.
3. View all agents and their current status.
4. Click Add Agent to create new accounts or click an agent to edit their details.

Result: Agent accounts are created and configured with appropriate roles and business units.

Single Sign-On

Configure enterprise authentication for your organization.

Steps:

1. Navigate to Admin in the main menu.
2. Click Single Sign-On.
3. Select your identity provider (Google, Microsoft, Okta, or Generic SAML).
4. Follow the configuration steps for your chosen provider.

Result: Agents can log in using your organization's identity provider.

Dashboards

Monitor performance metrics and gain insights into your operations.

Steps:

1. Navigate to Dashboard in the main menu.
2. View the Organization Metrics for a high-level overview.
3. Access detailed reports for specific metrics.
4. Use filters to focus on specific time periods or agents.

Result: You have visibility into chat volumes, response times, agent performance, and more.

Tag Management

Create and manage tags for organizing users and chats.

Steps:

1. Navigate to Admin in the main menu.
2. Click Tag Management.
3. Create tags for categorizing users or chats.
4. Organize tags into groups for easier management.

Result: Tags are available for agents to apply to users and chats for organization and filtering.

Getting Started as an Administrator

If you're new to administering Convrs, follow these recommended steps to set up your organization.

Initial Setup Checklist

Recommended steps for new administrators.

Steps:

1. Configure Organization Profile - Set your organization name, timezone, and office hours.
2. Create Business Units - Set up teams or departments to organize your agents.
3. Define Roles - Create roles with appropriate permissions for different job functions.
4. Add Agents - Create agent accounts and assign them to business units and roles.
5. Set Up Tags - Create tags for categorizing users and chats if needed.
6. Configure SSO - If using enterprise authentication, set up your identity provider.
7. Review Dashboards - Familiarize yourself with the available metrics and reports.

Result: Your organization is configured and ready for agents to start handling customer conversations.

Related Topics

• Business Unit
• Organization Profile
• Roles and Permissions
• Agent Management
• Single Sign On
• Dashboards
• Tag Management