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Ability to Clone Agents
Posted Mar 15, 2024
Almost all of our Agent onboarding requests are to mirror an existing Agent. We use the Groups and Role of the existing Agent as a basis to create the new Agent.
We can open two windows side by side to do this, which works, but it is time consuming to complete these actions for a large number of Agents. For example, say an Agent has 25 groups out of 100 options, and we are asked to onboard 20 Agents with the same permissions. We either need to go to each Agent profile (20 times) and choose the 25 groups, or go to each Group page and add the new Agents.
In an ideal state you could do something like:
- Select "Clone Agent" from user profile dropdown, of the originating Agent
- A popup asks for the new Agent email address and name. If it sees the Agent as an existing user, it could ask if you wish to override their current permissions
- Then, a checkbox could be present asking if you wish to clone custom user fields. I would want this to be optional, because there are use cases we would want to do this, and others we would not
- Clicking Submit creates/edits the new user, adds them to the groups, changes them to the Default Group, with the same Agent Role as the originating user, and fills the Custom User Fields if requested
Note: I know Bulk User edits is an option, but you still have to individually update the groups, default group, etc.
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3 comments
Sydney Neubauer
+1 this is a major pain point for us as well. It would be amazing to be able to clone or have a preset of different types of onboardings. For example, we have IT agents that always have the same role, Talk, chat settings and same groups. It would be ideal if we could just hit a button and everything is done for them.
Cloning would also be amazing as we always ask for a mirror id to clone anyways. But there is a lot of flipping back and forth between pages to ensure you get all the settings/groups. There is human error that comes with it too
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Alek Reed
Sydney Neubauer - that is true, Agent permission templates of some sort may also be a good alternative! Could even be an expansion of roles. I would be open to making more roles, if on each role I could select the groups, default group, etc, to be inherited with said role.
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