• After you complete these steps to update an existing user's license, you must synchronize users to the Management Portal on Control Hub. Navigate to Services > Contact Center > Settings > General and click Synchronize Users.

  • Ensure that you update the licenses in the Users module of the Management Portal.

  1. Sign in to Control Hub using the URL https://admin.webex.com.
  2. From the Services section of the navigation pane, choose Contact Center > Settings > General > Service Details.
  Command or Action Purpose
1

Sign in to Control Hub using the URL https://admin.webex.com.

2

From the Services section of the navigation pane, choose Contact Center > Settings > General > Service Details.


If you're adding users who used their email address to create a trial account on Webex, delete their organization before adding them to your customer organization.

1

Sign in to the customer organization on Control Hub.

2

Go to Users and then click Manage Users.

3

Choose Manually Add or Modify Users and click Next.

4

Perform one of the following steps.

  • If you want to enter only the email address of the new user, choose the Email address radio button.
  • If you want to enter the name and email address of the new user, choose the Names and Email addresses radio button. Enter the first name, last name, and email address of the new user.

     

    In this screen, you can add the details of up to 25 users. To add the details of another user, click the Plus (+) icon next to the Email address field.

5

After you have entered the details of the new users you want to add, click Next.

6

To assign a license to a user, check the Contace Center check box and choose the license type you want to assign to the agent. The available license types are:

  • Standard Agent:Choose this license type to provide standard agent features to the user.
  • Premium Agent:Choose this license type to provide premium agent features to the user. Do one of the following:
    • Agent: Choose this option to provide premium agent features to a user.

    • Supervisor: Choose this option to provide the supervisor role to a user.

  • For an administrator, do one of the following:
    • Create the user with Premium Agent license for a new user. Go to User Details > Administrator roles. Check the Organization administrator check box. Click the Full administrator radio button.

    • For an existing user, select the user from the User Details page. Go to User Details > Administrator roles. Check the Organization administrator check box. Click the Full administrator radio button.

    • For a Contact Center service administrator, go to User Details > Administrator roles. Go to User Details > Administrator roles. Check the Organization administrator check box. Click the Contact Center service administrator check box.

    • To remove administrator privilege, click Administrator roles. Uncheck Organization administrator or Contact center service administrator based on the administrator role.

For information about Contact Center-specific privileges of all Control Hub administrator roles, see the article Administrator Roles for Webex Contact Center.

7

Click Save.

The user receives an email invitation to join the Webex organization.

A default user profile provides access to Webex Contact Center features for users with Contact Center licenses or entitlements. For information about user profiles, see the section User Profiles in the Cisco Webex Contact Center Setup and Administration Guide.


If you're adding users who used their email address to create a trial account on Webex, delete their organization before adding them to your customer organization.

1

Sign in to the customer organization on Control Hub.

2

Go to Users and then click Manage Users.

3

Choose Manually Add or Modify Users and click Next.

4

Perform one of the following steps.

  • If you want to enter only the email address of the new user, choose the Email address radio button.
  • If you want to enter the name and email address of the new user, choose the Names and Email addresses radio button. Enter the first name, last name, and email address of the new user.

     

    In this screen, you can add the details of up to 25 users. To add the details of another user, click the Plus (+) icon next to the Email address field.

5

After you have entered the details of the new users you want to add, click Next.

6

To assign a license to a user, check the Licensed agent check box and choose the license type you want to assign to the agent. The available license types are:

  • Standard Agent:Choose this option to provide standard agent features to a user.
  • Premium Agent:Choose this option to provide premium agent features to a user.
  • Premium Agent - Supervisor Role:Choose this option to provide the supervisor role to a user.
7

(Optional) To assign administrative privileges to a user in Webex Contact Center, check the Administrator check box.


 
If you choose Premium Agent - Supervisor Role in the previous step, the Administrator check box is disabled.

If you check the Administrator check box, continue with Step 8.

8

To assign either the full administrator or Contact Center service administrator role to a user, do one of the following:

  • For a full administrator, go to User Details > Administrator roles. Click the Full administrator radio button.

  • For a Contact Center service administrator, go to User Details > Administrator roles. Check the Contact Center service administrator check box.

For information about Contact Center-specific privileges of all Control Hub administrator roles, see the article Administrator Roles for Webex Contact Center.

9

Click Save.

The user receives an email invitation to join the Webex organization.

A default user profile provides access to Webex Contact Center features for users with Contact Center licenses or entitlements. For information about user profiles, see the section User Profiles in the Cisco Webex Contact Center Setup and Administration Guide.

Before you begin

If you have more than one CSV file for your organization, then upload a file. When the task is complete, you can upload the next file.


Some spreadsheet editors remove the + sign from cells when the .csv is opened. You can use a text editor to make .csv updates. If you use a spreadsheet editor, ensure to set the cell format to text, and then add any + signs.

1

From the customer view in https://admin.webex.com/, go to Users, click Manage Users, and choose CSV Add or Modify Users.

2

Click Export to download the file and enter the user information in a new line in the CSV file to set either of these licenses:

  • For Standard Agent, set the Webex Contact Center Standard column to TRUE.
  • For Premium Agent, set the Webex Contact Center Premium columns to TRUE. The system assigns an Agent role to the user.


     

    If both Standard and Premium columns are set to FALSE, then the system removes the Webex Contact Center license.

  • To add a Supervisor or Administrator role, update the roles manually as mentioned in the Add Users Manually in Webex Contact Center section.

3

Click Import, select your file, and click Open.

4

After the system uploads the CSV file, scroll down and choose either Add services only or Add and remove services and click Submit.

5

After the import is complete, close the Tasks dialog box.

6

Synchronize users to Webex Contact Center Management Portal. Navigate to Services > Contact Center > Settings > General, and click Synchronize Users.

7

Upload the Agent details in Management portal. For more information, see the Update and Upload Agent Template section in Cisco Webex Contact Center Management Portal User Guide.