Manage Users

Create a User

Required 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.

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.

   Learn more about fields in this step

   Field	Details
   Internal ID	The internal ID assigned to the user. This is not a system-assigned ID and can be any number you choose.
   User Type	Visible and required only if your system includes NICE CXone WFO or NICE CXone WFMv2 and if the user has been assigned to a team that is NICE CXone WFO- or NICE CXone WFM-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 CXone WFO and WFMv2 applications.
   Telephone 1	Visible only if your system includes NICE CXone WFMv2 and if the user is assigned to an NICE CXone WFM-enabled team. It allows you to add a telephone number to the user record, other than their NICE CXone PBX 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.
   Telephone 2	Visible only if your system includes NICE CXone WFMv2 and the user is assigned to an NICE CXone WFM-enabled team. It allows you to add a second telephone number to the user record, other than their NICE CXone PBX-associated number. The field is informational, and the value is not used by the NICE CXone WFMv2 application itself.
   External Identity Type	Visible only if you have SAML 2.0 or OpenID Connect enabled in your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Use it to specify whether this user's credentials are managed by SAML2 or OpenID Connect.
   Federated Identity	The unique value that is passed to your IdP as part of the authentication assertion. The value is tied to the user requesting authentication to NICE CXone. When your IdP makes an authentication assertion to the NICE CXone platform, it must contain an LDAP claim with the same Federated Identity value configured for the user. The claim value is: Name ID (required) — Exactly matches the user's configured Federated Identity. Name ID is case-sensitive. To configure the signing message, sign only the message ("response") and not the claim.
   SIP User	If you have configured SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. in your environment, the SIP username of this user in the format sip:user@domain.com.
   Subject	Visible only if you use an external IdP and OpenID Connect. It's the name of this user's IdP account.
   Address line 1 Address line 2 State/Province/Region ZIP/Postal Code	Optional full address details for the user. These fields are used to set up emergency dialing.
   No Fixed Address	Indicates that the user's address is not permanent and should not be used in emergency dialing.
   Location	Customizable location of the user. This can be the building where the user works, the floor of the building, or any other location you choose. This value does not impact emergency calls.
   Hire Date	The date the user was hired.
   Termination Date	The date the user was terminated.
   Rehire Status	Whether the user is Eligible or Not Eligible for rehire in the future.
   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, Outsourced, or Other.
   Referral	Referral information about the user.
   At Home Worker	When selected, indicates that the user works remotely.
   Hiring Source	How the user was hired. Click New Hiring Source to add custom options for the drop-down. Example could be Internal Hire, Employee Referral, Recruiter.
   Custom Properties	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 contact center manager to find out how to use these fields in your business unit. All five fields have a character limit of 40.

5. Select a login authenticator (LA).

   All users must be assigned to a login authenticator, or they won't be able to log in to CXone.

   The type of LA will determine how the user will log in to CXone. You can set up two types of login authenticators.

   System LAs: Users assigned to a system LA will log in using credentials managed by CXone.

   External LAs: Users assigned to an external LA will complete their log in through an external identity provider (IdP). External LAs are configured with either SAML 2.0 or OpenID Connect.

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

   Learn more about fields in this step

   Field	Details
   Integrated Softphone URL 1-2	Visible only when custom Integrated Softphone (WebRTC) URLs are enabled for your business unit. Specifies which Integrated Softphone URL to apply to the user profile. Custom URLs override the default URLs. For some agents operating under certain conditions, the default URLs can lead to call quality issues. For more information or to enable this feature, contact your CXone Account Representative.
   URL 1-2 Weight	Visible only when custom Integrated Softphone (WebRTC) URLs are enabled for your business unit. If you specified two Integrated Softphone (WebRTC) URLs for the user profile, the URL weights specify the priority of the URLs compared to each other. The higher-weighted URL will be attempted before the lower-weighted URL. If a URL is set to Default, the corresponding field is disabled and has a blank value.

   The following table details the results of each configuration option: 

   Integrated Softphone URL 1	Integrated Softphone URL 2	URL 1 Weight	URL 2 Weight	Resulting Behavior
   Default	Default	Blank	Blank	Default URLs are used.
   Active URL A	Active URL B	Higher	Lower	Custom URLs are used. URL A is attempted first, and then URL B.
   Active URL A	Active URL B	Lower	Higher	Custom URLs are used. URL B is attempted first, and then URL A.
   Active URL A	Active URL B	Equal	Equal	Custom URLs are used. Either URL A or URL B is randomly attempted first, and then the other is attempted.
   Active URL A	Active URL A	Any	Any	Invalid configuration.
   Inactive URL A	Inactive URL B	Any	Any	Default URLs are used.
   Inactive URL A	Inactive URL A	Any	Any	Invalid configuration.
   Active URL A	Inactive URL B	Any	Any	Custom URLs are used. URL A is attempted first, then the default URLs at equal weights.
   Inactive URL A	Active URL B	Any	Any	Custom URLs are used. URL B is attempted first, and then the default URLs at equal weights.
   Default	Active URL B	Any	Any	Invalid configuration.
   Active URL A	Default	Any	Any	Custom URLs are used. URL A is attempted first, and then the default URLs at equal weights.
   Default	Inactive URL B	Any	Any	Invalid configuration.
   Inactive URL A	Default	Any	Any	Default URLs are used.

7. Click Save and Continue.

8. 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.

   Learn more about fields in this step

   Field	Details
   Phone, Voicemail, Chat, SMS, Email, Work Item	The number of seconds the agent can have a request in the personal queue without responding. When the time limit has been reached, the interaction transfers to another agent. If you leave the field blank, the system uses the business unit default value, which is usually 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds. The hardcoded value for WebRTC is 30 seconds, which cannot be changed at the user or station level.
   Dialing Pattern	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 don't need to dial a '1' before every call, because the system prepends it to the number dialed.
   Phone # Timeout	The amount of time an agent's voice path stays connected. This field is set to Default which uses the value specified in the business unit settings. Changing this value overrides the business unit level setting for this user.
   Agent Voice Threshold	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.
   Suppress Ringing - Personal Connection	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.

9. If your environment enabled for static delivery, set the default number of Concurrent Chats and Auto-Parked Emails. Specify whether the user can Request Contact.

   Learn more about fields in this step

   Field	Details
   Concurrent Chats	The maximum number of chats the user may engage in simultaneously. It's either the Team Default, or the maximum number of chats allowed for the team to which the user belongs, or a number between 1 and 12.
   Auto-Parked Emails	The maximum number of emails the user may contain in the inbox at one time. It's either the Team Default, or the maximum number of emails allowed for the team to which the user belongs, or a number between 1 and 25.
   Request Contact	When selected, allows the agent to request the next available contact instead of having it routed automatically.

10. If your environment is enabled for dynamic delivery, set the maximum number of simultaneous contacts the user can handle per channel. If you have granular dynamic delivery settings enabled, set the Delivery Mode and Total Contact Count for the user.

    Learn more about fields in this step

    Field	Details
    Voice, Chats, Emails, SMS, Work Items	The maximum number of simultaneous contacts the user can handle. Voice includes both phone calls and voicemails. Setting Voice to Off disables voice for the user. SMS applies to CXone SMS Messaging.
    Delivery Mode	Available only when your NICE CXone account representative enables granular dynamic delivery settings, it specifies whether you want agents on the team to use Omnichannel or Single Contact handling. See Manage Contact Delivery Settings for Dynamic Delivery for more information. The Omnichannel Delivery Mode allows agents to handle multiple contacts using various channels at the same time. Agents can also elevate contacts to other channels. The Single Contact Delivery Mode allows agents to handle only one contact using one channel at a time. Those agents also have the ability to elevate contacts to other channels.
    Request Contact	Available only in a dynamic delivery environment, enables the user to manually request an additional digital (non-voice) contact, if the current state is Working.
    Channel Lock	Available only for an Omnichannel Delivery Type. Temporarily locks an agent to the channel they're currently handling. For example, if the agent configured to handle 2 chat interactions and 1 voice interaction has a Total Contact Count of 3, they can receive one voice or two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock will end. The agent will then be able to receive interactions from any configured channel.
    Contact Auto-Focus	Available only in a dynamic delivery, forces MAX to set the active focus to the newest contact after the contact is connected in the interface.
    Total Contact Count	Available only when your NICE CXone account representative enables granular dynamic delivery settings, specifies the maximum number of total contacts the agent can handle at a time. For example, if you set Chats to 5, Emails to 5, and Total Contact Count to 7, the agent would receive a maximum of seven contacts at any given time. Up to five of those seven contacts could be chat contacts and up to five of them could be email contacts. See Manage Contact Delivery Settings for Dynamic Delivery for more information.

11. 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.

    Learn more about fields in this step

    Field	Details
    System Domain	The domain associated with the System Username.
    System Username	Adds a Windows username to the user account (that is, the name with which the user logs in to your network). This field is mandatory if your organization uses NICE CXone Screen Recording. 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 Elizabeth Bennets, they cannot both have "ebennet" as their Windows username even if they are on separate Windows domains.
    Phones	The CXone phone ID associated with the user that will be recorded. 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.

12. In the MAX Version section, you can determine which version of MAX you want this user to use.
    Learn more about options in this step

    Field	Details
    Default	The user will use the version defined in the business unit settings.
    Previous	This option is only available if the Permit MAX Per-Agent Versioning setting is enabled in the business unit settings. When selected, the user will use the MAX version prior to the current release. For example, if the current release version is Spring 2021, the user will use the Fall 2020 MAX version with this option selected. This option is typically only useful if the default business unit version is set to Current.
    Current	This option is only available if the Permit MAX Per-Agent Versioning setting is enabled in the business unit settings. When selected, the user will use the up-to-date MAX version according to the current major release, such as Fall 2020 or Spring 2021. This option is typically only useful if the default business unit version is set to Previous.

13. If you have CXone WFM enabled, configure the agent's notification settings.

    Learn more about fields in this step

    Field	Details
    WFM Notifications minutes	The number of minutes before an event in the agent schedule occurs that the agent receives a reminder. This setting applies only to systems that include NICE CXone CXone WFM.

14. 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.

15. Click Save.

Edit the Custom User Properties

Required 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 Configuration > Business Units.

3. Click the business unit 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.

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Assign Skills to a User

Required 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.

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 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.

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 theAssigned 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.