Company Definitions

At the very base of the Emplifi Agent system is the concept of a "company." One or more companies are always defined in Emplifi Agent. Every company that is defined in Emplifi Agent can create all its own data, including categories and codes, data validation rules, workflow, etc. Every case that is created applies to a specific company. On the other hand, certain data can also be shared across companies, if that is desirable. Individual agents can be assigned to work cases from one or more companies.

These are the two most common reasons that some Emplifi Agent customers set up multiple companies:

Contact centers where a single agent may handle phone calls for more than one client.
Large corporations that want to use Emplifi Agent across different divisions or business entities, while still sharing some common data between them, as well as having the ability to do enterprise reporting.

Every company is assigned a unique 3-character ID value in Emplifi Agent. Emplifi Agent comes pre-set with a single company named "SYS." The SYS company cannot be removed as it contains some of the base information that is shared by all companies, as well as metadata that defines the rest of the system. Most customers that are in a single company environment choose to define all their data under the SYS company; however some choose to create another company ID for their main business. Your Emplifi Implementation team can help you determine which route is best for you.

To access the Company Definitions screen:

In Administration, select System Setup > Company Definitions.

Company Definitions Columns

The following columns appear on the Company Definitions view for each Definition that is defined:

Column	Description
Code	The name of the code that you enter when you create the code.
Description	A brief description of the code.

To create a new Company Definition:

Click the New Company button. A dialog prompts you to enter the ID for the code.
Type the ID of the new code, then click Ok. The New Company Definitions view will display.
Enter the fields, then click the Save button.

New Company Definitions Fields

The fields that display on the page vary depending on your configuration. Typically, you can expect to see the following:

Field	Description
Company ID	Displays the three-character ID value assigned to this company. You assign this value when creating a new company. It cannot be edited.
Company Name	Enter the full name of the company.
Address Company ID	Company ID of the company whose addresses you want to share. In most environments, each company maintains its own separate list of addresses. This is typically used in an enterprise environment where each business unit is set up as a different company, but there is a desire to share address information across all companies. In that case, you would designate one company as the primary location for addresses, and the other companies would enter that company's ID in this field. For more information, see Shared Address Setup.
InfoCenter Code	This allows you to attach an InfoCenter entry containing any comments about the administration or settings for this company that may be important to other Emplifi Agent Administrators.
Repeater Warning Value Limit	Enter the maximum total value of goodwill that a customer can receive before a warning will be set on the address (see next field).
Value Warning Code	If the Repeater Warning Value Limit is exceeded, the repeater code on the address record will be set to this value.
Repeater Warning Case Limit	(see next field)
Case Warning Code	If the number of cases for a customer exceeds the Repeater Warning Case Limit, the repeater code will be set to this value. If both the Value Limit and Case Limit are exceeded at the same time, the priority assigned to the individual codes is used to determine which one takes precedence.
Ignore Cases Older Than	This field is used by the Repeater Reset utility when performing the above calculations.
Smart Search Lookback period	Enter the past number months from the current date to perform the search. For example, entering 6 means Smart Search will look for cases created within the last 6 months. If you leave this field blank, the search defaults to 2 months.
Currency	Enter the primary currency used by this company. Any currency values entered will default to this denomination, unless otherwise noted. For information about currencies, see Multi-Currency. It is not possible to change this value once it has been set (and saved) on a new company. The reason is that any previously defined enclosures would have invalid values, because the values would be under the old currency.
Enclosure Value Limit	Use this to limit the value of any single enclosure (other than checks and coupons) for this company.
Default Enclosure Ready to Pick	When an enclosure is added to a case, this determines the default value of the "Ready to Pick" flag.
Logo	To display your company logo on the Emplifi Agent banner, click the Arrow Down button to select the company logo from the list of files. Click the Upload button to upload the file containing the logo into the custom folder.
Background Color	Opens the Color window for you to select a background banner color. Choose from the basic colors or create your own custom color.
Return to Default	Click to return to the default banner settings.

Smart Search Tab

The Smart Search page allows you to setup the rules for searches. All the Smart Search rules are listed on the page. For details, see Configuration: Smart Search.