Engage Voice | Intro to Accounts
In order to take any action within the platform, you must have an account set up and configured. Typically, an account represents a business at the highest level. If you only have one business, then you’ll probably just have one account. If, however, you manage or provide services to multiple businesses — like a BPO (Business Process Outsourcing) organization, for example — then you can create multiple accounts for management purposes, with each account acting as a different business you provide services to. Each account can have its own default settings.
Generally, an account will be created for you when you first come on board, and your implementation specialist will walk you through the primary configuration options.
Please note: If your company manages multiple accounts within the system, remember that agent logins cannot be shared across accounts, and agents cannot be logged into more than one account at a time. If you do plan to have agents sharing logins, consider managing your clients via a single account.
Viewing your accounts
Your accounts can be found by navigating to Settings > Accounts via the left-hand navigation bar. In this section, you can create and configure your accounts independently and then assign users to each account after the fact. This account independence makes it easier for administrators to manage account users when significant changes must be made.
For example, if an account holder leaves the company, must be reassigned, loses their password, or their permissions levels must be reset, administrators can make changes to the account holder’s user profile without having to reconfigure — or lose access to — their associated account.
While configuring your account, you’ll be able to manage all your account information and settings, including (but not limited to) international access for the account, any workforce management integrations, and agent states that can be configured for use within the agent interface.
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