User Management
- Click the Account main menu,
- Click the Users menu option.
The Users page will open.
- Click up to 20 checkboxes in the checkbox column to select Users to perform Bulk processes with.
There is a 20 User selection limit for Bulk processes.
Once Users are selected, click the Action drop-down.
A menu will open with several bulk actions that can be performed on Users.
- Edit Callback Options
- Copy Existing User Setting
- Update Access Control List
- Update Status
- Bulk Delete
- Manage Skill Routing
- Click through the tabs below to learn about each Bulk Action:
Edit Callback Options
Edit Callback Options
Learn how to edit Callback Options in bulk. Rather than change the Callback Options for each Agent one-by-one use the Callback Options function on the Users page to change the Callback Options for multiple Agents at once.
- In the Action drop-down menu, click the Edit Callback Options option.
| Field | Options | Description |
|---|---|---|
| Enable Call Backs | Yes/No | If set to No the Callback Status will not be available in the Disposition window. |
| Force Callback Type | System Callbacks Only Personal Callback Only Both |
|
| Agent Time Zone | Select the Timezone to be followed | Set the Timezone of your Agent so their Callbacks will be set for their local time. |
| Default Callback Timezone | Lead or Agent | When an Agent schedules a Callback they have the ability to choose the Timezone.
|
| Release Overdue Personal Callbacks: | Yes/No | When enabled, this moves an Agent's overdue Personal Callbacks to a System Callback.
|
| Move Overdue Personal Callbacks by | Days and Hours fields | This field opens if the above Release Overdue Personal Callbacks field has Yes selected.
|
| Email Callback Info | Yes/No | Set to Yes to have a calendar event request sent to the Agent's email for each Callback that is scheduled by that Agent. |
| Email Template | Select a Template | This field opens if the above Email Callback Info field has Yes selected.
|
- Release Overdue Personal Callbacks set to Yes will open the Move Overdue Personal Callbacks by field.
- Email Callback Info set to Yes will open the Email Template field which includes a button for creating a new Email Template.
The Save button will not become active until at least one setting has been changed.
- Once the necessary fields have been edited, make sure that fields you do not want edited are set to Do Not Change.
- Click the blue Save button.
A green Success window will confirm the numbers of users whose Callback Settings have been saved.
Copy Existing User Setting
Apply one user's settings to a group of existing users. Select the users you want to update, choose a template user, and pick which settings to copy. This is useful when reassigning a team to a new configuration or standardizing settings across a group of agents.
- In the Action drop-down menu, click the Copy Existing User Setting option.
The Copy Existing User Setting modal window will open.
To copy settings from existing user, select a user profile, and choose the specific settings you wish to apply. You must select at least one setting to proceed.
User Settings
| Access Control Settings | Determines whether Access Control settings are copied from the selected user.
|
|---|---|
| Agent Interface Settings | Determines whether Agent Interface settings are copied.
|
| Inbound Settings | Determines whether the selected user's inbound configuration is copied. |
| SMS Settings | Determines whether the selected user's SMS configurations is copied. |
| Data Access | Determines whether the selected user's data access settings are copied. |
| Callback Options | Determines whether callback-related options and configuration are copied. |
| Skill Routing | Determines whether the selected user's skill routing configuration is copied. |
Queue Settings
| Main | Determines whether the user's main queue settings are copied. |
|---|---|
| Call Routing | Determines whether queue-level call routing settings are copied. |
| Scripts & Call Launch | Determines whether script and call launch settings associated with queues are copied. |
| After Hours Settings | Determines whether after-hours queue configuration is copied. |
| Admin Data Access | Determines whether queue administrative data access settings are copied. |
- Click the Save button and a Success modal will confirm to how many users the settings were copied.
Update Access Control List (ACL)
Assign or change the Access Control List (ACL) for multiple users at once. Select users, choose the target ACL profile from the dropdown, and save. The selected ACL is applied to all users in the selection.
- In the Action drop-down menu, click the Update Access Control List option.
The Update Access Control List modal window will open.
- Select an Access Control List from the Update Access Control List drop-down.
- Click the Save button to apply the ACL to the selected users.
A Success modal window will confirm the number of users to which the ACL was applied.
Update Status
Activate or deactivate multiple user accounts in a single action.
In the Action drop-down menu, click the Update Status option.
The Update Status modal window will open.
Select an option from the Update Status drop-down:
- Do not change: Will leave each user status as is.
- Active: Sets selected users to Active Status
- Inactive: Sets selected users to Inactive Status.
Users already in the target status are automatically skipped.
- Click the Save button.
- For deactivation, you are prompted to confirm the number of licenses that will be released before the change is applied.
- A success message reports how many users were updated and how many were skipped (e.g., "Status updated to Active for 8 user(s). 2 user(s) were skipped (already Active).").
Bulk Delete
Select multiple users and delete them in one action. Deleting the user(s) will remove them from all assignments and move the user(s) to the recycle bin.
- Call logs and historical records remain intact, and deleted users do not count against your account's user capacity limit.
- In the Action drop-down menu, click the Bulk Delete option.
Before deletion completes, an impact summary shows how many licenses will be released and which campaigns/queues the users will be removed from.
- Click the Delete button to continue with the deletion.
- Click the Close button to cancel the deletion.
Manage Skill Routing
Apply skill routing values to multiple users at once. This is especially useful when onboarding a group of new hires who all need the same routing configuration (e.g., a team assigned to a specific regional queue).
- In the Action drop-down menu, click the Manage Skill Routing option.
The Manage Skill Routing modal window will open.
The top portion of the window contains options for selecting the skill routing management action you want to perform.
- Override existing skills - Replace all current skills with the ones you select next.
- Add to existing skills - Keep current skills and add the ones you select next.
- Remove selected skills - Remove specific skills from the selected users.
- Clear all skills - Remove all skill routing from the selected users. No new skills will be added.
- When selected, this option grays out all State Routing checkboxes.
Select the State Skills you want to apply to the selected users.
- You can also use the Select All option.
- Click the Apply button.
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