Manage Multiple Users at Once

Required permissions: Users Create

You can conveniently create or edit multiple CXone user accounts through a spreadsheet, which you upload directly into CXone. If you want to create new users, CXone provides a downloadable template CSV file to get you started. This bulk upload tool in CXone supports CSV or XLSX file types.

To edit multiple users at once, download the existing users spreadsheet, make your desired changes, then upload the changed file. Be sure to enter a Y in the Row Changed column for each user that you modified. You can leave this column blank, but CXone will upload the entire list new instead of only updating the specific users that you indicated. This likely increases the upload time, as CXone processes the entire list. When uploading the file, you can select the Changed Rows Only setting, which instructs CXone to only accept rows that you indicated with a Y.

If you want to create or edit a single user in the CXone interface, see Create a User.

Key Items When Uploading Files:

• Do not modify column names or change the format of the template.
• Duplicate email addresses, agent numbers, or extensions are not allowed.

1. Click the app selector and select Admin.

2. Click Users.

3. Click Create New > Manage Multiple Users.

4. If you want to download active users only, instead of all the users in your environment, select Active users only for Users to Include.

5. Click Download Existing Users. If you are creating a completely new user list, click Download Template.

6. Open the file in a program that can manage CSV files, such as Excel or Notepad.

7. Enter information about each user in the rows below the header and explanation rows. Don't modify the column names, order, or data format. The columns mostly match the same fields that are available when you create a new user.

   Learn more about fields in this step

   The following table provides an alphabetical listing of the fields for each user in your CXone system. Each field definition also indicates the tab on which the field appears in the user record and the column in the template used for that field.

   Field	Details
   Address line 1 Address line 2 State/Province/Region ZIP/Postal Code	Tab: General Optional full address details for the user. In the United States, if CXone is able to verify the address, these fields are combined to provide the address used during a 911 call to determine the local Public-Safety Answering Point (PSAP) and deliver the call there. If CXone is unable to verify the address, 911 calls are sent to a national or regional calling center instead.
   Agent ID ID	Tab: General Description: The internal ID assigned to the user. This is a system-assigned value and should not be changed. In the template, this field is labeled Agent ID.
   Agent Phone # Timeout	Tab: Contact Settings Allows you to specify the number of seconds before a voice call times out based on agent silence. You can set this time frame by assigning the user to a station profile. The station profile specifies the length of time a user can be inactive before timing out. If you do not assign a station profile, then the Business Unit-Wide Phone # Timeout applies. Agent phone timeout allows you to configure the timeout for specific agents. Enter the station profile ID, not the timeout value.
   Agent Voice Threshold	Tab: ACD User > Contact Settings Template: This field cannot be updated by bulk upload. The volume level of the agent's voice. This setting helps to accurately distinguish the agent's voice from background noise. The threshold range is based on a custom volume unit computed by the frequency analyzer. Users with proper permissions can change this value themselves through the Voice Threshold tuning setting in MAX.
   Allow Voicemail Web Access	Tab: CXone Attendant Available only when you use CXone Attendant. Specifies whether the user is allowed to access voicemail via using CXone, or only from a phone. Acceptable values are True to grant web access or False to limit the user to phone access.
   Assigned Groups	Tab: User > Groups Template: Allows you to assign the user to a logical group if you use CXone WFM as part of the CXone suite. In CXone, you can assign groups to users or users to groups. In the bulk upload template, you can assign groups to users.
   Assigned to Team, Team Name, Team, Team ID	Tab: General The team the user belongs to. In the User UI, select a team from the Team drop-down. In the bulk upload template, enter a valid Team ID exactly as it appears in the Teams list in CXone.
   At Home Worker	Tab:General Used to identify employees who work from home or remotely. In the UI, selecting the checkbox indicates the user works remotely. In the template, enter True, if the employee works from home, or False, if the employee does not work from home. The default value is False.
   Attendant User Type	Tab:CXone Attendant Available only when you use CXone Attendant. Allows you to specify the type of user. On the CXone Attendant tab of the user profile, select from a drop-down. In the bulk upload template, enter one of these acceptable values: agent, business-user, rollover, or general-voicemail.
   City	Tab:General The city where the user works.
   Contact Auto-Focus	Tab:Contact Settings Available only in a dynamic delivery. Shifts the agent's view to the new interaction when it is first connected to the interface. In the ACD Users bulk upload template, enter True or False.
   Contact Handling: Voice, Chats, SMS, Emails, Work Items	Tab:Contact Settings Available only in a dynamic delivery environment, Voice:  Whether agents can handle 1 voice interaction at a time or voice interactions are turned Off. Voice interactions include inbound calls, manual outbound calls, Personal Connection dialer calls, and voicemails. Digital channels: The number of interactions an agent can handle at the same time per channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. The maximums are: Chat— 12 Emails—25 Work items—25 In the bulk upload template, these fields have "omnichannel" prepended to each name (for example, Omnichannel Voice).
   Contact Refusal Timeout: Phone, Voicemail, Chat, SMS, Email, Work Item	Tab:Contact Settings The number of seconds the agent can be idle in an active interaction before the interaction times out and transfers to another agent. If you leave any of these blank, the profile inherits the default system value of 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds.
   Country	Tab:General The country where the user is working.
   CRM Username	Tab: This field does not appear in the CXone UI. This field can be used by an API call to your CRM system to tag call recordings with metadata for the NICE CXone legacy call recording.
   Custom 1-5	Tab:General These five fields are called Custom 1, Custom 2, Custom 3, Custom 4, and Custom 5 by default. However, you can customize the names of the fields in your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment settings. You can use these properties to meet the needs of your specific organization, such as listing your agents' favorite flavor of ice cream or favorite super hero. Because the fields vary by organization, contact your CXone Account Representative to explore how to use these fields in your tenant. All five fields have a character limit of 40.
   CXone Attendant	Tab: CXone Attendant Available only when you use CXone Attendant. Allows you to specify the Access Type for each CXone Attendant user. On the CXone Attendant tab of the user profile, select from a drop-down. In the bulk upload template, enter one of these acceptable values: AttendantOnly, AttendantWithACD, or None.
   Delivery Mode	Tab:Contact Settings Available only when your NICE CXone account representative enables granular dynamic delivery settings. Whether an agent can handle one or many interactions at the same time. Omnichannel lets agents handle multiple interactions from different channels at the same time. Single Contact lets agents handle only one interaction from one channel at a time. For either setting, agents can elevate contacts to other channels. In the ACD Users bulk upload template, enter 1 for omnichannel handling or 0 for single-contact handling.
   Dialing Pattern Agent Pattern ID	Tab: Contact Settings The default dialing pattern assigned to the user. A dialing pattern specifies the way each call is dialed. For instance, a dialing pattern can specify that each call must begin with 1. Agents do not need to a dial a 1 before every call, because the system automatically prepends it to the number dialed. On the Contact Settings tab of the user profile, select from a drop-down list of agent dialing patters in your system. In the bulk upload template, enter the ID for the dialing pattern. You can see these IDs on the ACD > Agent Patterns page.
   DID	Tab:CXone Attendant Available only when you use CXone Attendant. Contains the direct dial-in number for the user.
   Email	Tab:General A valid email address associated with the user.
   Employment Type	Tab:General The user's current employment type. It can be Full-Time, Part-Time, Temporary, Outsourced, or Other.
   Extension	Tab:CXone Attendant Available only when you use CXone Attendant. Contains the user's extension.
   External Identity	If you want to authenticate the employee using a SAML-based login authenticator, enter the email ID that is used as the external identity (IDP) of the user.
   Federated Identity	Visible only if you have federated identity or OpenID Connect enabled in your business unit. For more information, contact your CXone Account Representative. It's the unique value that is passed as part of the federated identity authentication assertion. The value is tied to the user requesting access to NICE CXone in your Identity Provider (IdP) system.
   First Name	Tab:General The agent's first name.
   Hire Date	Tab:General The date you hired the employee, for your records only. CXone doesn't use this information.
   Hiring Source	Tab:General Free-text field to describe how the user learned about the job and came to work at your company. The field accepts a maximum of 30 characters. Click New Hiring Source to add custom options for the drop-down, such as Internal Hire, Employee Referral, Recruiter and so on.
   Hourly Cost	Tab:General The amount the user is paid per hour.
   Company Directory	Tab:CXone Attendant Available only when you use CXone Attendant. Specifies whether the user is included in the company directory. Acceptable values are True or False.
   Integrated Softphone URL 1-2	Tab:General Visible only when custom softphone (WebRTC) URLs are enabled for your tenant. Specifies which custom softphone URL to apply to the ACD user profile.
   Internal ID	Tab:General Description: Allows you to specify an optional identifier for this user (such as the user's employee ID from your HR systems). The field accepts a maximum of 50 characters.
   Last Name	Tab:General The agent's last name (surname).
   Location	Tab:General The location assigned to the user in CXone. In the UI, select the value from the drop-down of locations in your system. In the template, enter a valid location name from the locations in your system. In the United States, this setting does not impact 911 calls.
   Login Authenticator ID	Tab:General An optional field used to assign a particular login authenticator to a user. The default value is blank. For more information about obtaining the login authenticator ID, reach out to your CXone Account Representative.
   MAX Version	Tab:Contact Settings Determines the version of MAX for the agent in the business unit for the 28-day trial period prior to the official release of the new version. This feature is only available when enabled by your CXone Account Representative. Select one of these from the drop-down: Default—The agent will use the version defined in the business unit settings. Previous—The agent will use the MAX version prior to the current release. For example, if the current release version is Spring 2023, the agent will the MAX version from the previous Fall release. This option is typically only useful if the default business unit version is set to Current. Current—The user will use the MAX version for the current major release. This option is typically only useful if the default business unit version is set to Previous. For related information, see Configuration Tasks.
   Maximum Concurrent Chats	Tab:Contact Settings Available only in a single-contact handling environment. Specifies the maximum number of chats the agent may engage in simultaneously. You can enter a number between 1 and 12. If you don't enter a value here, the agent will default to either the Team Default, or the configured maximum number of chats allowed for the team to which the user belongs.
   Maximum Email Auto-Parking Limit	Tab:Contact Settings Available only in a single-contact handling environment. Specifies the maximum number of emails the agent may contain in the inbox at one time. You can enter a number between 1 and 25. If you don't enter a value here, the agent will default to either the Team Default, or the configured maximum number of parked emails allowed for the team to which the user belongs.
   MFA Secret	This field is part of the user record but cannot be viewed by anyone other than the user. If you want to configure a standard secret for users via bulk upload, you can do so. Pairs the employee account in CXone with an MFA device that employees use to generate a one-time password (OTP). CXone allows users to generate an MFA secret either manually or automatically.
   Middle Name	Tab:General The agent's middle name.
   No Fixed Address	Tab:General In the United States, indicates the user's address is not permanent and should not be used for dispatching 911 calls.
   NT Login Name OS Login Name	Tab:General The name the user logs in to their workstation with.
   Notes	Tab:Notes Allows you to enter notes about the user. In the bulk upload template, you can enter up to 1,000 characters and specify line breaks with three pipes (|||).
   Notification Type	Tab:CXone Attendant Available only when you use CXone Attendant. Specifies the way in which users are notified about a phone call received through CXone Attendant. Acceptable values are email-only, email-with-attachment, web-only, or via-my-agent.
   Personal Phone	Tab:CXone Attendant Available only when you use CXone Attendant. Contains the user's personal phone number. For non-US numbers, add + followed by the country code and the phone number, for example, +16145551212.
   Phone # Timeout	Tab:General The amount of time an inactive agent's voice path stays connected. You can set the timeout period with station profiles. Station profiles specify the time in seconds that an inactive agent stays connected to the call. If a station profile isn't assigned, then the default applies. Phone # timeout applies to all agents that don't have an Agent Phone Timeout set.
   Phones	The CXone phone ID associated with the user that will be recorded using NICE CXone legacy recording. Consider the following when you add information to the Phones field: You cannot assign an extension to more than one user. For example, extension 1234 cannot be assigned to Elizabeth Bennet and Charlotte Lucas, even if they sit at the same extension on different shifts. You can assign multiple extensions to the same user. For example, Elizabeth Bennet may take incoming calls on extension 1234 and make outbound calls on extension 4321. In the users bulk upload template, separate multiple values with semicolons.
   PIN	Tab:CXone Attendant Available only when you use CXone Attendant. Contains the Personal ID Number (PIN) the user created to access voicemails.
   Referral	Tab:General Referral information about the user. This is a free-text field that accepts a maximum of 30 characters.
   Rehire Status	Tab:General Whether the user is Eligible or Not Eligible for rehire in the future. The default value is Eligible.
   Reports to	Tab:General You can specify the immediate manager or supervisor of this user by entering that person's Agent ID. This field is optional and is not used by CXone.
   Request Contact	Tab:Contact Settings Available only in a dynamic delivery environment. Disables automatic routing of digital contacts The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times.. Instead, the agent clicks a +1 Contact button in the agent application to add more digital interactions. They cannot request the type of digital interaction they receive. The ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge priority Skill-based designation of the importance of contacts that determines delivery order. and acceleration rules determine what they receive. The agent can continue to request interactions until they meet the maximum or the queue is empty. When this isn't selected, interactions route automatically to the agent. This occurs until the agent is handling their maximum interactions or the queue is empty. This is true even when the agent refuses an interaction. In the ACD Users template, enter either True or False.
   Row Changed	Tab: This field appears only in the bulk upload template. Allows you to identify whether the row has changed. Typically used when a list of current users is downloaded, edited, and then uploaded. Enter Y if the CXone should update the record for this ACD user, or N if the user should not be changed.
   Security Profile Security Profile ID	Tab: Users > General Identifies the security profile assigned to the user. On the General tab of the User record, this field is named Security Profile. Select from a drop-down of existing security profiles. In the bulk upload template, this field is named Security Profile ID. Enter a valid ID for an existing security profile. You can see the ID for each profile in the security profiles list.
   Shift Times to User's Time Zone	Tab: Users > WFO This field is used by the NICE UptivityWorkforce Optimization products to display reports in the user's timezone. Enter True or False to indicate the preferred option for each user.
   SIP User	Tab:General
   Skills Assigned Skills	Tab: Users > Skills Identifies the skills to which the user is assigned. In the ACD app, you can either add skills to a user or add users to a skill.   This field includes three parts: the skill IDs assigned to this user, the proficiency that the user has in that skill, and whether the skill is assigned as active or inactive.   Proficiency is represented by a number between 1 and 20 with 1 representing the highest proficiency and 20 representing the lowest proficiency. Separate the skill ID and proficiency with a colon as seen in the example below.   To assign the skill as active, enter TRUE after the proficiency. To assign the skill as inactive, enter FALSE after the proficiency.   To add multiple skill IDs, separate them by a semi-colon. For example: 11111:1:TRUE;22222:3:FALSE;33333:12:TRUE;. In this example, the user can use skills 11111 and 33333 at a proficiency level of 1 and 12 respectively. The user cannot use 22222 at a proficiency of 3, however, because the skill is assigned as inactive.   You can also assign user skills by only including the Skill IDs separated by semicolons. For example: 197642;197648;391021. If you only include the Skill ID, the default proficiency and active/inactive values will be applied. The default proficiency value is 3. The default active/inactive value is TRUE or active.   You can see the ID for each skill in the list on the Skills page in CXone.
   Status	Tab: General Identifies whether the user is Active or Inactive. This field is informational only and cannot be edited manually or by bulk upload.
   Suppress Ringing - Personal Connection	Tab:General When the agent uses a Personal Connection skill, this setting prevents them from hearing a ringing sound before the system answers the call. Instead, the agent first hears audio when they receive the answered call from the network. This setting overrides the skill setting for Treat Progress as Ringing.
   System Domain	Visible only if you use NICE CXone screen recording and is required in that case. The domain associated with the System Username.
   System Username	Visible only if you use NICE CXone screen recording and is required in that case. Adds a Windows username to the user account (that is, the name with which the user logs in to your network). NICE CXone WFO uses it to locate the user's desktop via the screen recording client. Each user must have a unique system username, regardless of Windows domain, and they must log in to their desktop PC with that system username. For example, if your organization has two employees named Elizabeth Bennet, they cannot both have elizabeth.bennet as their Windows username even if they are on separate Windows domains.
   Team Default	Tab: Contact Settings Visible only if your system uses dynamic delivery. Specifies whether the user should use the default contact handling settings for the assigned team. On the Contact Settings tab of theuser profile, this field is a checkbox. In the bulk upload template, enter True if you want the agent to use the default team settings. Enter False if you want the agent to use the default business unit settings or if you plan to enter individual settings for the agent.
   Telephone 1 Telephone 2	Tab: General Visible only if your system includes NICE Uptivity WFMv2 and if the user is assigned to an NICE Uptivity WFMv2-enabled team. It allows you to add up to two telephone number to the user record, other than their NICE CXonePBX Internal telephone network that manages an enterprise's incoming, outgoing, and internal voice calls.-associated number. The field is informational, and the value is not used by the NICE CXone WFMv2 application itself.
   Termination Date	Tab:General If applicable, the date the user's employment was terminated in the format mm/dd/yyyy.
   Time Display Format	Tab: WFO This field is used by the NICE Uptivity Workforce Optimization products to display reports in either 12-hour or 24-hour format. Enter either 12 and 24.
   Time Zone	Tab:General Time zone to apply to the employee. Unless you change it, the employee is automatically assigned to the business unit time zone. In the CXone UI, you can select the time zone from a drop-down. If you update this field in the bulk upload template, you must a format that matches the drop-down options.
   Title	Tab:CXone Attendant Available only when you use CXone Attendant. Allows you to specify the title of the user.
   Total Contact Count	Tab:Contact Settings Available only when your CXone Account Representative enables granular dynamic delivery settings. Voice: Whether agents can handle 1 voice interaction at a time or voice interactions are turned Off. Voice interactions include inbound calls, manual outbound calls, Personal Connection dialer calls, and voicemails. Digital contacts: The number of interactions an agent can handle at the same time per channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. The maximums are: Chat— 12 Emails—25 Work items—25
   URL 1-2 Weight	Tab:General Visible only when custom softphone (WebRTC) URLs are enabled for your tenant. If you specified two custom softphone URLs for the ACD user profile, the URL weights specify the importance of the URLs compared to each other. The higher-weighted URL will be attempted before the lower-weighted URL.
   Username	Tab:General The username associated with the employee. While the username must be in the format of an email address, it doesn't have to be an actual email account.
   User Type	Tab:General Visible and required only if your system includes NICE Uptivity Hosted WFO or NICE CXone WFMv2 and if the user has been assigned to a team that is NICE Uptivity Hosted WFO- or WFMv2-enabled. Both applications treat agents differently from other users. While you can designate users as Supervisor or Admin if appropriate for your organization’s needs, it is critical to correctly select Agent for all users who should be treated as agents in the NICE Uptivity Hosted WFO and WFMv2 applications.
   WFM Schedule Notification Interval	Tab: My Account > Details Visible only if you have an integrated WFM application in your CXone system. On the My Account page, agents can specify how often they want to receive notifications about their schedule in WFM. In the bulk upload template, you can specify a value on behalf of the user.

8. Save the file as Text (CSV) or Excel (XLSX).

9. On the Manage Multiple Users page in CXone, click Browse next to Select File.

10. Browse for the file you created. Select it and click Open.

11. Select the File Type corresponding to the file you chose.

12. If you're creating new users, or if you are modifying existing users and chose not to use the Row Changed column in the bulk upload template, select All Rows for Rows to Include.

13. If you're modifying existing users and chose to use the Row Changed column in the bulk upload template, select Changed Rows Only for Rows to Include.

14. Click Upload File.

15. Check your email for an error report. Resolve any errors that appear. To do so, fix the issue in the file you uploaded, click Back in CXone, and re-upload the file. If you have no errors, click Close.