User Profile General Tab

Required security profile permissions: Users View and access to teams

Buttons

Edit
Enables you to edit the user profile details listed on the page.
Copy
Duplicates the user profile. This enables you to create similar user profiles by changing only a few fields.
Deactivate/Activate
If the button is Deactivate, it deactivates a currently active account. If the button is Activate, it activates a currently inactive account.
Reset Password
Resets the user profile password. The system sends an email to the user at the specified email address, the user clicks a link provided in the email, and resets the password.

Basic

ID
The unique, system-assigned ID of the user. This is blank when you create a new user and you cannot edit it.
First Name
The first name of the user.
Middle Name
The middle name of the user, if specified.
Last Name
The last name of the user.
Email
The email address of the user. This is the email address to which reports, password resets, and any other emails initiated from within the system go.
Status
The current status of the user account. It is either Active or Inactive. This is only available in the user profile Details tab after creation.
User Type
This field is visible only if your system includes inContact WFO, inContact WFMv2, or both, and if the user has been assigned to a team that is WFO-enabled, inContact WFM-enabled, or both. The field is required. It accepts the values of Agent, Supervisor, or Admin from a drop-down list. inContact WFO and inContact WFMv2 both 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 inContact WFO application, the inContact WFMv2 application, or both.
Telephone 1
This field is visible only if your system includes inContact WFMv2 and if the user is assigned to an inContact WFM-enabled team. It allows you to add a telephone number to the user record, other than their inContactPBX-associated number. The field is informational, and the value is not used by the inContact WFMv2 application itself.
Telephone 2
This field is visible only if your system includes inContact WFMv2 and the user is assigned to an inContact WFM-enabled team. It allows you to add a second telephone number to the user record, other than their inContact PBX-associated number. The field is informational, and the value is not used by the inContact WFMv2 application itself.

Security

Username
The username of the user. The user must use this to log in to the system. It must follow the format of an email address.
Security Profile
The name of the security profile assigned to the user.
Federated Identity
Available only if you have the federated identity feature enabled in yourbusiness unit. For more information, contact yourinContact account manager. The unique value that is passed as part of the federated identity authentication assertion. The value is tied to the user requesting access to inContact in your IDP system.
SIP User
If you have configured SIP in your environment, the SIP username of this user in the format sip:user@domain.com.

Organization

Team
The team to which the user belongs.
Reports to
The user's immediate supervisor or manager.

Time Zone Information

User Will Use
The time zone from which the user is working.
Time Display Format
Only available in an inContact WFO environment. It specifies whether time appears in a 12-hour (AM/PM) format or 24-hour format for the user.

Location

Country
The country from which the user is working.
State/Province
The state or province from which the user is working.
City
The city from which the user is working.
Location
The user's location. This can be the building where the user works, the floor of the building, or any other location you choose for your environment.

Employment

Hire Date
The date on which the user was hired.
Termination Date
The date on which the user's employment was terminated.
Rehire Status
Whether the user is Eligible or Not Eligible for rehire at a future date.
Hourly Cost
The user's hourly salary.
NT Login Name
The user's NT login name.
Employment Type
The user's current employment type. It can be Full-Time, Part-Time, Temporary, Outsource, or Other.
Referral
Referral information about the user.
At Home Worker
A checkbox indicating, when checked, that the user works remotely.
Hiring Source
Free-form information about where the user came from.

Custom Properties

Custom 1, Custom 2, Custom 3, Custom 4, Custom 5
By default, these five fields are called Custom 1, Custom 2, Custom 3, Custom 4, and Custom 5; however, you can customize the names of the fields in your business unit settings. You can assign values to these fields per-user in this tab by clicking the Edit button. Because the fields vary by organization, you must contact your contact center manager to find out how to use these fields in your business unit. All five fields have a character limit of 40.

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