Articles on the topic

• Creating and inviting employees
• Employee work: requests, articles, and quality control

Employee card

You can access the employee card either immediately after creating the employee or by clicking on the employee's name in the list of employees in the Settings - Employee Management section. The employee card looks like this:

The employee card consists of several sections. Let's take a closer look at them.

Properties

1. Name of the employee.
2. Password change options. The "Set password" button allows you to enter a new password for the employee. The "Send reset password link" button sends an email to the employee with a link to set a new password.
3. 2FA authentication shows the status of two-factor authentication, whether it is set up for the employee.
4. Role of the employee (https://support.swarmica.com/article/en/122-ru.html "User rights and roles").
5. Robot indicates whether the user is a bot or another system.
6. Email format shows what formatting to use in email notifications for this user.
7. Status enables or disables the possibility of auto-assignment of requests to the employee, and settings for limiting the number of New + Open requests.
8. KCS role affects the capabilities of agents when working with the knowledge base. Candidate is usually a newcomer, on probation. Can search, create, and link articles to tickets. Contributor can do everything that a Candidate can, plus check and correct knowledge base articles. Publisher can publish and unpublish knowledge base articles.
9. Start of work is the period of the employee's work with requests, counted towards their statistics. To view the exact date or correct the information, click on the pencil to the right of the work period. To go back, click Cancel
   
10. Login shows the date and time of the user's last authorization in Swarmica.
11. Dismiss— move the employee to the role of Blocked and set the end date of work:
    
12. Transfer the employee to the role of Employee and set the end date of work on requests. The employee will be able to read requests only, not participating in them.
13. Does not handle requests — mark the user as not participating in the process of working with requests. The user will be able to read requests only, not participating in them, but their role will not be changed. After that, they will have a button, clicking on which will activate the start of statistics for working with requests.
14. Email address of the employee, which is their login.

Evaluator

Shows whether the user is a checker in the Quality Control process.

Groups

Shows which groups the user is a member of. Groups are used to distribute inquiries and differentiate statistics. You can manage groups in Settings - Group Management.

Skills

In the Skills section, you can mark the employee's competence in the form of skills for viewing in the employee card or for setting up auto-assignment of requests.

You can add skills to the system in the Settings - Skill Management section.

Communication channels

Displays all communication methods associated with the user. For example, an alternative email or messenger account may be specified.

Custom fields

In the Custom fields section, you can add an arbitrary characteristic, attribute, or feature to the employee. The fields themselves are added in the Settings - Custom fields section.