# Settings Application settings can be accessed by navigating to the Settings icon (Gear icon) on the bottom left side of the navigation menu. Once you click on the Settings icon you will taken to a page which has the following settings:
My Account **Modify Name** 1. Navigate to Settings>My Account and click on the Name field. 2. Type the name you prefer and click on Update profile button. **Change Password** 1. Navigate to Settings>My Account and click on Change Password button. 2. Type in the current password and new password. 3. Once done, Click on Update Password button. **Setup Two-Factor Authentication** 1. Navigate to Settings>My Account and click on the Two-Factor Authentication button. 2. Download a two-factor authenticator app such as Microsoft Authenticator for Android and iOS or Google Authenticator for Android and iOS . 3. Scan the QR Code or enter the key shown in your account into your two factor authenticator app. Spaces and casing do not matter. 4. Once you have scanned the QR code or input the key from your account settings, your two factor authentication app will show present you an unique code. Enter the code in the "Verification code" box that is shown in your Account settings page.
Organization **Access Management** Access Management in IFS Loops gives a detailed view of all users in the system. Here you can manage & modify user roles, workspace settings & more. A workspace is where users of one team can work together with other team users to manage tickets without compromising security. Each team can have its own workspace, these can be configured under Change Workspace>Add Workspace. **SSO Settings** IFS Loops supports any SSO product that supports OpenID based authentication & authorization. Single sign-on (SSO) is a method that allows users to log in to multiple applications with one set of credentials. In IFS Loops you can configure SSO by navigating to Settings>Organization>SSO Settings. **Org Settings** * Timezone - Select the timezone where your helpdesk operates to ensure accurate timestamps across all tickets & activities. * Fiscal - Define your organization’s fiscal year start date. This is commonly used in accounting & reporting, and may vary depending on your business practices or regional standards. * Primary ticketing system - Choose the main ticketing system that your organization will use to manage & track support tickets. * Historic start date of ticket - Set the start date from which tickets should be included when the “ALL” time range is selected. Tickets created before this date will be excluded from “ALL” time range views. * Set ticket summary view default tab - Select which tab should appear by default in the ticket summary view from the available dropdown options. * IFS Loops API token - The API token is a unique key that authenticates requests between IFS Loops & other connected systems. Use it to securely send or receive data through IFS Loops API. * Google authentication - Enable Sign-in with Google to securely log in & access IFS Loops using your Google account credentials. **Security** Define the data retention period within IFS Loops to control how long information is stored before automatic removal. You can also delete data for a specific agent by entering their email address and selecting “Purge data for this user.” Only that agent’s data will be removed, while all other records remain unaffected. Additional security options include enabling “Do not store customer comments” and configuring Redact regexes. Redact regexes use regular expressions to identify and hide sensitive details such as phone numbers, email addresses, or social security numbers by replacing them with secure placeholders.
Integrations To learn more about managing integrations [click here](/cxplatform/ifs-loops-cx-platform/integrations.md) to visit our Guide to Integrations.
User Management **Inviting a New User** 1. In TheLoops console, look for the Settings Icon in the bottom left of the screen. Then, select Organization in the left navigation. 2. Enter the email address of the person you wish to add to TheLoops. You can add multiple emails separated by a comma. Click on Send Invite. 3. The person(s) whose email address you entered will receive an email from TheLoops that will allow them to complete their registration. The user should then proceed to accepting the invitation. **Accepting an invitation** 1. When a user receives an email from TheLoops, the user should proceed to accepting the invitation by clicking the Accept button on the Email. 2. Proceed to setup basic account details on the on-boarding page. 3. Once done, Click Activate to get added into the portal. **Role access** | **Role** | **Interaction** | **Agent** | **Customer** | **My Account** | **Organization** | **Integrations** | **Scores** | **Manage Topics** | **Data Schema** | **AI/ML** | **Auto QA** | **Automation** | **Insights** | | -------------------------------------- | --------------- | --------- | ------------ | -------------- | ---------------- | ---------------- | ---------- | ----------------- | --------------- | --------- | ----------- | -------------- | ------------ | | Admin | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Super Admin | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Product Analyst | Yes | Yes | Yes | Yes | No | No | Yes | Yes | No | No | No | Yes | Yes | | Customer Success Manager | Yes | Yes | Yes | Yes | No | No | No | No | No | No | No | No | No | | Member | Yes | Yes | Yes | Yes | No | No | No | No | No | No | No | No | No | | Agent | No | Yes | Yes | Yes | No | No | No | No | No | No | No | No | No | | Agent Manager/Customer Support Manager | Yes | Yes | Yes | Yes | No | No | No | No | No | No | No | No | No | | Role/Access | Views | Escalation Review | | -------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Admin |

Top actionable items such as sorting, filtering, attribute picking, selecting date ranges, and applying custom filters will be saved as their preferences on a view when a user applies them on a specific view. These preferences will be respected the next time the user logs in.

As mentioned above, if a story gets published, then view preferences are reset for all users.

Except for system stories, any user with these roles, even if not an owner, can edit/add/delete views on the story.

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When accessing the Escalation Board, there are two levels of filters:
Custom Filters and Time Dimension Filters.

Filters on the lists (In Active Review, Agree, etc.), i.e., "Me" versus "All"

Result: You will see all tickets based on the filters you have applied

| | Super Admin | All rights remain the same as Admin for this user, except for access to Settings -> Integrations -> Validations. The Validations tab is used to interact with integration-specific APIs. | Same as Admin | | Product Analyst | Except for Settings -> Organization/Integrations/AI/ML, Data Schema, and Auto-QA areas, all the rest remain the same as the Admin. | Same as Admin | | Customer Success Manager | In TheLoops, we apply a filter to all the views to show only the customers the User has access to. The customers related to the User are derived from Salesforce. | Same as Admin | | Member |

This user role can add/edit/delete views on their own story.

Additionally, this user role can also clone a view from a Publish or System story into their own story.

Top actionable items such as sorting, filtering, attribute picker, selecting date ranges, and applying custom filters will be saved as their preferences on a view when a user applies them on a specific view. These preferences will be respected the next time the user logs in.

| Same as Admin | | Agent |

This user sees all the content on all the views only for the tickets assigned to themself. Except in the My Team, Agent Groups, and QA Story views they should see content for tickets that are assigned to the agents belonging to the same team.

Top actionable items such as sorting, filtering, attribute picker, selecting date ranges, and applying custom filters will be saved as their preferences on a view when a user applies them to a specific view. These preferences will be respected the next time the user logs in.

| NA | | Agent Manager/Customer Support Manager |

Teams: Multi-select dropdown is enabled on all views only for users with the agent manager role.


When My Team is selected, it shows the internal teams of agent managers working under the logged-in agent manager.

When All Org is selected, it shows all teams of all agent managers.


Users with this role can add/edit/delete views on their own story.

Additionally, users with this role can clone a view from a published or system story into their own story.

Top actionable items such as sorting, filtering, attribute picker, and selecting date ranges, along with custom filters, will be saved as their preferences on a view when a user applies them to a specific view. These preferences will be respected the next time the user logs in.

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When accessing the Escalation Board, there are three levels of filters:
"My Team" and "All Organization" Toggle filters on the top right corner of the view.

Custom Filters and Time Dimension Filters.

Filters on the lists (In Active Review, Agree, etc.), i.e., "Me" versus "All"

Result:
If the toggle is set to "My Team", then all the other filters apply to your own team. In such a view, you will be unable to view tickets from other teams/organizations.

If the toggle is set to "All Organization", then the Manager will be able to see tickets across all teams, i.e., the entire organization. This view will be similar to the "Admin" view provided they are using the same filters.

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Scoring *Scores* are an indicator of importance and hence suggest prioritizing certain tickets, customers or agents over the others at that time. Scores create an *early warning system* that helps prioritize tickets or customers based on data driven attributes like sentiment, KPI's or even just inactivity. All scores are a number between 0 and 100. The higher the number the greater the priority and hence the need for attention All scores are defined on an entity (like a ticket, customer or agent) using attributes related to the entity and a weight (0 - 100) assigned to each attribute signifying the importance of that attribute in the overall score. **Impact Score** TheLoops’ Impact Score helps you better understand the impact (or priority) of a ticket using a variety of factors that go across support metrics, customer data, sentiment among many others. *Impact score* is calculated by by a weighted ranking algorithm that leverages fields from related applications, derived KPI's, extracted sentiment signals and other predicted fields extracted by theLoops platform. Out of the box, we use factors such as: * Customer Importance (For example: Annual Recurring Revenue, Renewal Days, #of Open Tickets) * Sentiment (Frustration, Blocked, etc) * Urgency (Number Of Customer Interaction, etc) * Ticket Metrics (Number of Bounces, etc) Sentiment analytics in TheLoops can be extremely useful and actionable, as you can click into the nth node ie. the support ticket and see the source of the sentiment expressed by the user. This is not only a source of feedback for your product team, but also a way for you to act on it and be proactive with your support strategy. Scores in theLoops platform are highly configurable both by adding new attributes or adjusting the weights of any attribute Add new attribute and/or change the weightage to effect the impact score. **Risk Score** TheLoops’ Customer Risk score helps you better understand the overall health of a customer from several dimensions like recent sentiment, escalations, time to renewal, expansion opportunities etc. The score is calculated at the customer level and utilizes data from ticketing systems like Zendesk, escalation systems like Jira and CRM systems like Salesforce. Out of the box, we use factors such as: * % Of Open Customer Tickets * % Of Open Escalations * Sentiment Score * Product Usage Trends TheLoops’ Risk Score helps you better understand the likelihood of the customer churning based on the attributes that make up the score. The Risk score can also be used strategically to prioritize tickets and product features that will positively influence and retain the customer. Customer Retention is everyone’s responsibility. Customer Success, Support, Sales and even Engineering leaders can all benefit from getting visibility to the Risk score. Check out the Customer Explore help article to see how you and your team can use the Risk Score when viewing customers in TheLoops. Scores in theLoops platform are highly configurable both by adding new attributes or adjusting the weights of any attribute All Customer scores use customer dimensions and aggregated KPI's from ticket and agent. Add new attribute and/or change the weightage to effect the impact score. **Attention Score** TheLoops’ Customer Attention score helps you understand the current support experience of your customers in terms of attention being paid to them. The score is calculated at the customer level and utilizes data from ticketing systems like Zendesk, escalation systems like Jira and CRM systems like Salesforce. We use factors like * Number of Interactions * % Of SLA Breaches * % of Open Tickets * Average First Response Time The Attention score can be used to measure deliver on Service Level Agreements committed to the customer while optimizing support agents’ time and efforts so that they are paying attention to the right customers. Check out the Customer Explore help article to see how you and your team can use the Attention Score when viewing customers in TheLoops. All Customer scores use customer dimensions and aggregated KPI's from ticket and agent. Add new attribute and/or change the weightage to effect the impact score. **Sentiment Score** A high sentiment score indicated a risk of escalation. Although escalation prediction depends on many more factors than just the sentiment. Sentiment Score is a number between 0 and 100. * A higher score indicates a highly positive sentiment. * A sentiment score of 50 indicates a neutral sentiment. * A low score indicates a negative sentiment. TheLoops extracts sentiment signals from every customer interaction on any channel at real-time. These signals are used to take proactive actions that increase customer satisfaction, prevent escalations and hence improve the customer experience as a whole.
Topics A *topic* is a subject, phrase or intent that is prevalent within your customer conversations. Some examples of *topics* are “*analytics not working*”, “*unable to login*”, “*how to apply data retention*”, etc. Topics can be auto-derived from the data by AI without any user intervention based on volume, recency, rate of change, etc. They can also be user defined using the 'Manage Topics' in Settings. If some of these *topics* have a significant amount of customer tickets or conversations, then TheLoops platform identifies these *topics* as *trending topics.* **Analyzing Topics** Topics can be combined with data from other integrations to create impactful insights that can be used to trigger automations or just provisioning the right kind of information on the agent workspace. The Loops UI provides many ways of analyzing trends for example ***by sentiment, by time, by hierarchy, etc*** **Trend View** TheLoops platform identifies To*pics* that have a significant amount of customer tickets or conversations as \*trending topics\* *or Trends. Trends* can help you see if certain topics are more popular and they can lead to hidden issues within the product/service features. These trends could be related to *product intent, performance, security, processes*, etc. **Trends** *Trends* can help you see if certain topics are more popular and they can lead to hidden issues within the product/service features And since you can control which topics you want to ‘listen’ to, they can be very focused on priority topics. Some examples are such as product performance, security, connectivity etc.
Automation Take your insights a step further with automations. *Automation* reduces human effort in performing repeated tasks, automates data flow between applications, etc. This feature allows you to create custom low-code workflows combining all your support applications into one cohesive process. When creating *automations,* theLoops workflow editor is an intuitive interface that lets you combine a sequence of trigger, tasks and decisions to define both synchronous (*actions)* and asynchronous (*event flows)* processes. **Types of Automation in TheLoops:** **Actions** Actions are automations, that require (or must have) a human intervention (usually trigger). The trigger for all actions is usually a form. These actions can be placed in an application that natively supports theLoops widget. **Event Flows** Event flows are automations, that perform a sequence of tasks based on an event (like *New Ticket Comment, Status Changed or Assignee Changed)* occurring on an application. These automations are generally used to keep data in sync across tool or provide insights generated by theLoops to external ticketing systems. **Alerts** Alerts are automations, primarily used to notify users about new insights, anomalies, changes in scores etc.
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