Managing Employees

As an Administrator, you have an overview of all the Employees in your organisation who have accounts on the Engage Backoffice. You can add, delete, and suspend Employees, and edit the details of existing Employees.

Office Managers can also edit details of Agents assigned to their office.

Viewing Employees

To view a list of current Employees and their roles:

  1. From the left panel, select the Organisation tab.

  2. From the Organisation & Planning section select Employees.

The Employees page shows a list of all the Employees currently set up for your organisation. For each Employee, you can see their email address, which roles have been assigned to them (via the icons) and whether their account is currently Active, is still Pending activation, or has been Suspended.

To search for a particular Employee, enter their name in the search box.

You can also filter the list of Employees by role or status using the Filter button:

Adding an Employee

There are two ways you can add an Employee, depending on whether you want them to authenticate using their SSO credentials for your organisation, or create their account and password manually.

SSO authentication

The Engage Backoffice supports SAML-based Single-Sign-On (SSO) authentication for user accounts. To enable this previously, you had to create a spreadsheet containing the required information for each user and provide this to Pexip CST for them to add on your behalf. Now, you can add SSO-authenticated user accounts for Employees yourself.

To do this:

  1. From the Employees page (Organisation > Employees), select + Employee.
  2. On the New employee page, enable Bypass the user activation flow.

  3. Add the following information:

    Email *

    The email address the Employee uses when logging in to the Engage Backoffice.
    External ID This must be the SAML Identity Provider's NameID for this user.
    * This information is visible to customers.

    For information on the other fields, see Manual activation.

  4. Select Create.

The user will not receive a notification that their account has been created; instead, you must provide them with the link they can use to log in, and tell them to use their organisational SSO credentials.

Manual activation

To add a new Employee and require them to manually activate their account and create a password:

  1. From the Employees page (Organisation > Employees), select + Employee.

  2. Add the following information:

    Email *

    The email address to which the Employee's invitation to create a Pexip Engage account will be sent.

    This will also be the email address the Employee uses when logging in to the Engage Backoffice.
    Phone number *

    The Employee's contact telephone number, if you wish to make this available to customers.
    External ID This optional unique identifier can be used when configuring the Engage plugin. For more information about using External IDs, contact your Pexip Engage Customer Success Manager.
    Roles

    These toggle buttons show which roles this team member has within the Engage Backoffice.

    To change a team member's roles, toggle the appropriate buttons On or Off.
    For Agent roles only:
    Online planning When enabled, this Agent is available to be booked for appointments.

    You might want to disable this for a Engage Backoffice user who can manage appointments on behalf of others, but who isn't available for appointments themselves.
    Function *

    Enter the position the Agent has within your organisation (for example Consultant, Account Manager, Designer, etc.).
    Introduction

    If you wish to provide some information about the Agent to customers when they are choosing an Agent from the Engage plugin, enter it here.
    Video link *

    This is for internal use and should not need to be changed.
    * This information is available to customers.
  3. Select Create.

An invitation email is sent to the Employee, inviting them to activate their account and create a password. They will appear in the list of Employees with a status of Pending, until they accept the invitation.

Assigning an Employee to an office

After adding a new Employee, you must assign them to an office:

  1. From the Employees page, select the Employee.

  2. From the Assigned offices section on the right, select Edit and for each office, select the role(s) this Employee will have:

Changing an Employee's details

As an Administrator, you can edit the details of any Employee within your organisation.

To do this:

  1. From the left panel, select the Organisation tab.

  2. From the Organisation & Planning section select Employees.

  3. Select the Employee whose details you wish to edit.

You can now edit the Employee's Profile, Appointment hours, Expertise or Synchronized calendars. For full details of the available options, see Viewing and changing team details.

Suspending an Employee

When an Employee has been suspended, they will no longer be able to log in to the Engage Backoffice. If an Agent is suspended, appointments cannot be booked for them.

To suspend an Employee:

  1. From the left panel, select the Organisation tab.

  2. From the Organisation & Planning section select Employees.

  3. Select the Employee you wish to suspend.

  4. Toggle the Active button to Off and select Save.

The Employee now shows a status of Suspended.

Deleting an Employee

You must have a role of Administrator in order to delete an Employee.

When an Employee is deleted, all their appointments will be cancelled. You should therefore reschedule all their appointments before deleting the Employee.

If you don't want to permanently delete an Employee and all their information, you can temporarily suspend their account instead.

To delete an Employee:

  1. From the left panel, select the Organisation tab.

  2. From the Organisation & Planning section select Employees.

  3. Select the Employee you wish to delete.

  4. From the bottom of the page, select Delete Employee.