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Manage Contact Center Users
Webex Contact Center allows you to manage users and their access and permissions through customizable profiles and teams. It allows you to search, filter, and edit a user's profile.
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:
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A user profile to grant access to the Agent Desktop module.
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An agent profile to assign a group of permissions to the agents to manage customer interactions.
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Sign in to Control Hub. | ||||||||||||||||||||||||
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Select . | ||||||||||||||||||||||||
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From the Contact Center navigation pane, select . Refer to the following table for various settings.
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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:
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Sign in to Control Hub. |
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Select . |
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From the Contact Center navigation pane, select . |
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Click Filter and select Active or Inactive contact center users. |
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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.
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Sign in to Control Hub. | ||||||||||||||||||||
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Select . | ||||||||||||||||||||
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From the Contact Center navigation pane, select . | ||||||||||||||||||||
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Click a row to edit. You can edit the following details:
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.
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Toggle on active or inactive to change the status of contact center user. |