Manage Users

Create a User

Required security profile permissions: Users Create

When you create new users, you have the option to create new individual users or to upload multiple new user accounts at the same time. These instructions are for creating single users in the Admin application. See Manage Multiple Users at Once for instructions on creating or editing multiple users at the same time.

CXone offers many options and settings so you can customize your users. It's a good idea to read through this entire task and make sure you know which settings you need to configure before you begin.

  1. Click the app selector and select Admin.
  2. Click Users.

  3. Open the new user creation form in one of the following ways: 

    • If you want to create a new user with a blank form, click Create New and select Single User.
    • If you want to create a new user based on an existing user's profile, open that user's profile and click Copy.
  4. Enter the user's First Name, Last Name, Email, Username (in the form of an email address), Security Profile, Team, User will use (timezone), City, and Country. If the fields are available, set the password using the Password and Confirm Password fields. Enter any other information you want to add to the user profile.

  5. If you have Integrated Softphone (WebRTC) custom URLs enabled, configure the Integrated Softphone URLs and URL Weights as needed.

  6. Click Save and Continue.
  7. Set the user's Refusal Timeouts for each channel, default Dialing Pattern, and Agent Voice Threshold. If you want to, select Suppress Ringing - Personal Connection.

  8. If your environment is single-channel, set the default number of Concurrent Chats and Auto-Parked Emails. Specify whether the user can Request Contact.

  9. If your environment is enabled for Omnichannel Session Handling (OSH), set the maximum number of simultaneous contacts the user can handle per channel. If you have granular OSH settings enabled, set the Delivery Mode and Total Contact Count for the user.

  10. If you have a WFO integration enabled other than CXone WFO (such as Uptivity WFO) and want to set up recording, enter the System Domain, System Username, and Phones.

  11. In the MAX Version section, you can determine which version of MAX you want this user to use.
  12. If you have WFM enabled, configure the agent's notification settings.

  13. If you have NICE CXone WFO and you want to integrate with a CRM, enter the agent's CRM Username to associate it with the user.

  14. Click Save.

Edit the Custom User Properties

Required security profile permissions: External Business Unit View, Business Unit Custom Fields Edit, Users Edit

You can use up to five custom properties in user profiles in your environment for whatever purposes you want. To more easily keep track of how you are using the custom fields, change their labels. For example, you can change the name of the Custom 1 field to Marital Status to remind yourself and other users that you want to use that custom field to record the marital status of users in your environment. These custom properties appear in data download reports.

  1. Click the app selector and select ACD.
  2. Go to ACD ConfigurationBusiness Units.

  3. Click the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment you want to modify to open it.

  4. Click the Custom Fields tab.

  5. Click Edit.
  6. Type the names of the custom fields you want to appear in user profiles in place of the defaults.

  7. Click Done.
  8. If you need to update existing user profiles with information that belongs in the custom fields, edit the user profiles individually or in bulk.

    The bulk upload table does not display the updated names for custom fields. It always displays the default field names.

Assign Skills to a User

Required security profile permissions: Users Edit, Skills Edit

From the users feature, you can add or remove multiple skills to or from a single user at the same time. If you want to add or remove multiple users from a single skill at the same time, you must do so through the skills feature. For instructions, see Add Users to a Skill.

  1. Click the app selector and select Admin.
  2. Click Users.

  3. Click the user profile you want to modify to open it.

  4. Click the Skills tab.

  5. In the Add Skills table, select the checkboxes corresponding to the skills you want to add.

    The table is paginated and searchable. If you search or navigate to other pages, the checkboxes you have selected do not clear.

  6. Click Add Skills.
  7. Adjust the user's proficiency level in the new skills by clicking the drop-down in the Proficiency column and selecting the level you want to apply.

  8. When the proficiency levels for all new skills are how you want them, click Save Proficiencies.

    If you do not click Save Proficiencies before leaving the page, all skills you added to the user profile will be removed.

Change a User's Skill Proficiencies

Required security profile permissions: Users Edit

When you change proficiency levels through the users feature, you can change many or all skills assigned to a single user at the same time. If you want to change many or all users assigned to a single skill at once instead, you must do so through the skills feature. For instructions, see Add Users to a Skill.

  1. Click the app selector and select Admin.
  2. Click Users.

  3. Click the user profile to open it.

  4. Click the Skills tab.

  5. In the Assigned Skills click the drop-down in the Proficiency column of the skill you want to modify and select the new level you want the user to have in that skill.

  6. Click Save Proficiencies.