Manage Users

Add a User

1. In the NICE Uptivity Web Portal, click Administration > Permissions > Users. Click Add User.
2. In the Basic Information section, type information in all mandatory fields.
   Learn more about the fields in this step

   Field	Description
   Username	Login name for the user. Usernames must be unique. If you try to save a new user account with a username that already exists, you will receive an error. Uptivity has no restrictions on characters and spacing in the Username. If you use a system with Active Directory (AD) authentication and users are automatically created at login, this field contains the user's AD username.
   Password	Controls the user's access to the NICE Uptivity Web Portal. Uptivity does not restrict passwords by default. However, a variety of settings can be used to make passwords more secure. For more information, see Security Settings. If you have a system that uses AD authentication and users are automatically created at login, this field contains the user's AD password.
   First Name	Displays the user's first name.
   Last Name	Displays the user's last name.
   Email	Displays the user's email address. Email addresses must be unique.

3. You can complete additional fields in the Basic Information section, as well as the Additional Information section.
   Learn more about the fields in this step

   Field	Description
   Basic Information SEction
   Grant Superuser Access	Allows you to grant superuser capabilities (in other words, the ability to see and do everything in Uptivity) to the user. Superuser access should be granted only in very rare circumstances and is not required to administer the application. This option only appears when logged in with an existing Superuser-enabled account.
   Account Locked	Allows you to control whether the account is available to the user. This is often used when deactivating a user.
   Agent	Allows you to specify whether the user should be tracked as an agent in reporting and should be available for filtering searches in the Recorded Interactions. If you enter information in the Phones field, Uptivity automatically selects Agent for you. You cannot clear the Agent field unless you first remove all numbers or extensions from the Phones field. Clearing the Agent field allows the user to log in to Uptivity, but the system will not include them in agent-related reporting and they will not appear in the Agent list for Recorded Interactions searches. Existing calls can still be evaluated for users whose agent status has been deactivated. For reporting purposes, an agent is active if Agent is selected. An agent is inactive if Agent was selected at one point but has been cleared.
   Created By	Displays the username of the person who originally created this user account, as well as the date and time the account was created. If the account has not yet been saved for the first time, this field displays "@Never". This field cannot be edited.
   Modified By	Displays the username of the person who last saved this user account, as well as the date and time the account was last saved, even if no changes were made at that time. If the account has not yet been saved for the first time, this field displays "@Never". This field cannot be edited.
   Additional Information Section
   System Username	Allows you to add a Windows username to the user's account (that is, the name with which the user logs in to your network). This field is mandatory if your organization uses NICE Uptivity Screen Recording. Uptivity uses it to locate the user's desktop via the screen capture 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 Sally Smiths, they cannot both have "ssmith" as their Windows username even if they are on separate Windows domains.
   System Domain	Allows you to add the domain associated with the System Username field to the user's account. If users at your company have accounts with more than one domain, you must specify the complete name that users will use to log in to their workstation that will be recorded.
   Active Directory Username	Allows you to add the username associated with this user in Active Directory to the user's account. This field is required if you have a deployment that uses AD authentication with Uptivity. The field works independently of the System Username field, which is primarily required for screen recording. The value is auto-populated when you select Auto Create User on Login or when you import users, provided the information is supplied in the import file.
   Active Directory Domain	Allows you to add the domain associated with the Active Directory Username field to the user's account. This field works independently of the System Domain field, which is primarily required for screen recording. The value is auto-populated when you select Auto Create User on Login or when you import users, provided the information is supplied in the import file.
   Employee ID	Allows you to add an existing employee ID number to the user's account so it can be used as a parameter in filtering and reports.
   CRM Username	Allows you to add the username from your organization's CRM system to the user's account. This field is typically used only in deployments when Uptivity is integrated with a CRM application via a custom API.
   Quota	This field is not used.
   Location	Appears only if Allow Lookup by Agent/Workstation is enabled. This field allows manual designation of a specific site or location for a user for proper local routing of screen recording and live monitoring traffic. This setting is not configured by default; however, if Allow Lookup by Agent/Workstation is enabled, you cannot edit or save a user without choosing a specific location. For more information, see NICE Uptivity Screen Recording Overview.

4. Set time preferences for the user.
5. Set up phones for the user.
   Learn more about this step

   Login(s), extension(s), or both associated with the agent. For fixed-seating environments, this field displays physical telephone extension(s). For free-seating environments, this field displays the agent number(s) or login(s) associated with the user in the PBX An acronym for Private Branch Exchange. A telephone switching device owned by a private company that serves a particular business or office.. The way you enter the information typically varies depending on your integration:

   • Avaya — phone extension or agent login (4-7 digits, such as 8765 or 24689)
   • Cisco — phone extension (4-7 digits) or phone MAC address (alphanumeric 15 digits)
   • ShoreTel — phone extension (typically 4 digits)

   Consider the following when you add information to the Phones field:

   • When you type an extension, the Agent field is automatically selected. If you clear Agent, Uptivity will prompt you to remove all associated extensions when you attempt to save your changes.
   • You cannot save values in the Phones field unless the Agent field is selected.
   • You cannot assign an extension to more than one user. For example, extension 1234 cannot be assigned to Sally Smith and Jenny Jones, even if they sit at the same extension on different shifts.
   • You can assign multiple extensions to the same user. For example, Sally Smith may take incoming calls on extension 1234 and make outbound calls on extension 4321.
   • You can assign the same user to different QA Groups based on the values in the Phones field.
   • You cannot reassign an extension that is still attached to a user, even if that user has been deactivated.
   • When you remove an extension from a user's account, you must also manually remove that user from any QA Groups where membership was based on that extension.
   • When you lock, deactivate, or delete a user account, you must first remove the associated extensions from that account if you want to make them available for assignment to other users.
6. Assign one or more roles to the user.
7. Click Save.

Search for a User

1. In the NICE Uptivity Web Portal, click Administration > Permissions > Users.
2. Type the name of a user in the Search field and then click Go.
3. Double-click an entry in the search results to open the user account.

Edit a User

1. In the NICE Uptivity Web Portal, click Administration > Permissions > Users.
2. Double-click a user record. If the user record is not visible, you can search for it (see above).
3. Make the necessary changes.
4. Click Save.

Deactivate a User

Users whose accounts have been deactivated no longer have access to the NICE Uptivity Web Portal and are no longer recorded (if applicable). In this case, the user's information is still available via the NICE Uptivity Web Portal and they still appear in historical reports. If you need to reactivate a user account, contact Uptivity Support.

1. In the NICE Uptivity Web Portal, click Administration > Permissions > Users.
2. Double-click a user account.
3. Select the Account Locked checkbox.
4. Under Phones, click the phone or extension number, and then click Delete. If there are multiple entries in the Phones field, repeat this step until all entries have been removed. Extensions cannot be reassigned if still attached to a user.
5. Click Save.