Manage Contact Center Users

You can only see the details of the contact center users.

By default, Contact Center adds a user profile to the contact center users. A user profile defines a user’s access privileges. You can change the default user profile to a custom user profile when necessary. You can associate contact center users with a team and a site to allow them to manage customer interactions.

For more information about searching and filtering contact center users, see search and filter contact center users.

For more information about editing contact center users, see Edit contact center users.

For agents, you must add desktop profiles to contact center users. An agent user account includes:

A user profile to grant access to the Agent Desktop module.
An agent profile to assign a group of permissions to the agents to manage customer interactions.

Select Services > Contact Center.

From the Contact Center navigation pane, select User management > Contact center users. Refer to the following table for various settings.

Setting

Description

First name

The first name of the contact center user.

Last name

The last name of the contact center user.

The email address of the contact center user.

User profile

The user profile of the contact center user.

Contact center enabled

The setting to access the Agent Desktop and handle customer requests.

Supervisor team

The user is contact center enabled and Extensible Supervisor Desktop (ESD) enabled.

Site

The sites of the agent.

Team

The teams to which the agent belongs.

Agent profile

The profile of the agent.

An agent can belong to several teams but can have only one agent profile.

Multimedia profile

The multimedia profile of the agent.

This feature is available if your administrator enables the multimedia profile for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to sign into the Desktop.

Skill profile

The skill profile of the agent.

This feature is available if your administrator enables skills-based routing for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent.

Search and filter contact center users

Search and filter contact center users

You can search contact center users by name only.

To filter contact center users:

1	Sign in to Control Hub.
2	Select Services > Contact Center.
3	From the Contact Center navigation pane, select User management > Contact center users.
4	Click Filter and select Active or Inactive contact center users.
5	Check Contact center enabled to filter only contact center enabled users.

Edit contact center users

Before you begin

Edit contact center users

Ensure that there are contact center users available with assigned privileges in Control Hub.

Select Services > Contact Center.

From the Contact Center navigation pane, select User management > Contact center users.

Click a row to edit. You can edit the following details:

General settings	Description
User profile	The profile of the user.
contact center enabled	The setting to access the Agent Desktop and handle customer requests.

You can view and edit desktop settings only when you turn on contact center enabled option. You can edit first name, last name, and email from Control Hub. Refer to the table below for Desktop Settings for contact center users.

Desktop settings	Description
Teams	The teams to which the agent belongs. To assign the agent to one or more teams, choose the teams from the drop-down list.
Agent profile	Edit the profile of the agent. Select a profile from the drop-down list. For more information, see Desktop Profiles.
Multimedia profile	Edit the multimedia profile of the agent. Select a profile from the drop-down list. This feature is available if your administrator enables multimedia for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to log in to the Desktop.
Skill profile	Edit the skill profile of the agent. Select a profile from the drop-down list. This feature is available if your administrator enables Skills-based routing for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent.
Default DN	The dial number of the agent. The dial number can be in one of the following formats: E.164 number format: [+][Country Code][Number] Example: +11234567890 IDD (International Direct Dialing) format: [IDD][Country Code][Number] Example: 01161123456789
External ID	Agent identification details, such as the employee number.

Toggle on active or inactive to change the status of contact center user.