Users Overview

The users feature enables you to create new user accounts and modify aspects of existing ones. Each user profile specifies the user's name, security profile, time zone, and other important information about the user and the user's permissions. When you create new user profiles, you can do so in two ways: 1) creating users individually using user creation form or 2) downloading a spreadsheet and creating a new user per row, specifying details about the user in the cells as indicated in the column headers. You can also create new users by copying an existing user profile and changing any details that are different between the original user and the new one. Similarly, you can modify existing users individually in the interface, or you can download a spreadsheet of existing users, modify the details in the spreadsheet as needed, and upload it back into the system.

In addition to the basic settings you can apply to a user profile, you also have the ability to provide optional details about the user's employment. You can specify the user's salary, type of employment, a referral, and other details. You can also give generic fields custom names at the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx level and provide information about each user in relation to the custom fields.

From the user profile, you have the ability to assign a user to any skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want and to specify the user's proficiency level in each skill. You can add or remove skills from a user profile at any time or change the user proficiency level as needed. You can deactivate users that you no longer want to log in to the system, and you can reactivate users that you previously deactivated, enabling them once again to log in to the system.