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To create a new user in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. Open Users tab. To add a new user, click Create user in the top-right corner. If the button is unavailable, you don't have enough permissions to create new user.

3. A new user appears. Provide the following information: 

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   title Click here to see all user details
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   If you leave a mandatory field empty or enter a value that is not valid, an error message appears. The number of errors appears alongside Create. You cannot click Create until you have corrected all the errors.

4. When you have provided valid information in all mandatory fields, click Create. Your new user is created. Alternatively click Cancel to cancel creating this new user.

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To edit an existing user in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. Locate the user you want to edit using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.

4. Update the information in the fields as required. 

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   title Click here to see all user details
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   If you leave a mandatory field empty or enter a value that is not valid,  an error message appears. The number of errors appears alongside Save. You cannot click Save until you have corrected all the errors.

5. When you have finished making changes, click Save. Your changes are saved. Alternatively click Cancel to undo all your changes.

How do I archive and delete users?

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How do I enforce two-factor authentication for a user?

To enable or disable two-factor authentication for a user, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to switch two-factor authentication on or off for. 
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Under Two-factor authentication, click Yes.
5. Click Save to save your settings.

How do I set or update a user's licenses?

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1. Go to User Admin.
2. Locate the user that you want to set or update the license or licenses for using search or scrolling list. If you do not see the user, you do not have permission to view or edit this user. For information about supervisor user permissions, see Supervisor permissions in User Admin.
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click License Status.

5. In License, select the required license for the user. For information about license types, see User Admin.

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   You can a change a user's license to one at or below your license level. For example, as a user with a supervisor license you can change the user's license to Supervisor, Wallboard or Agent. You cannot change the license to Admin.

   Optionally allow a user with a wallboard, a supervisor, or an admin license to act as an agent. For information, see How do I allow a user to act as an agent to work with interactions? later in this page.

6. If available, in Products, select the applicable license or licenses for the available product or products.
7. Click Save to save your settings.

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If Global Voice Assurance is available in your account, to set the telephony region for an agent, perform the following steps: 

1. Go to User Admin.
2. Locate the user that you want to set telephony region for using search or scrolling list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. Under Telephony Region, select the appropriate telephony region for the user. For the list of available values, see What telephony regions are available? later in this page.
6. Click Save to save your settings.

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If enabled for your account, to restrict the callback numbers available to an agent to present from ContactPad, perform the following steps: 

1. Go to User Admin.
2. Locate the user that you want to set the callback numbers for using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. Under Callback Numbers, select the numbers you wish the user to have access to. The dropdown list contains all outbound CLIDs available for the user.
6. Click All if you wish to add all numbers from the list or Clear to remove all numbers for the user.
7. Click Save to save your settings.

How do I enable an agent user to use

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WebRTC and, optionally enable auto-answer?

To enable ContactPad with WebRTC for an agent user and, optionally, enable auto-answer, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.

For information about using ContactPad with WebRTC, see Using ContactPad with WebRTC.
For information about using Agent Workspace with WebRTC, see ContactPad Using Agent Workspace with WebRTC.

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1. Go to User Admin.
   
2. Locate the user that you want to set the callback numbers for using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. You can now enable WebRTC for the user in two ways:
   • To enable the user to use ContactPad with WebRTC, under WebRTC Enabled, click Yes.

   • To enable the user to control whether they use ContactPad Contact with WebRTC, under Agent can enable WebRTC in ContactPad, click Yes. The Use Softphone check box will appear in the user's ContactPad.

6. If enabled for your account, you can also control auto-answer settings for inbound, outbound, or both calls.
   • To enable auto answer for outbound calls, under Automatically answer outbound calls, click Yes.
     
   • To enable auto answer for inbound calls, under Automatically answer inbound calls, click Yes.
7. Click Save to save your settings.

The user can now use WebRTC in ContactPad — although they may need to select Use Softphone in ContactPad enable it in their agent experience first. For information about using ContactPad or Agent Workspace with WebRTC, see Using ContactPad with WebRTC or Using Agent Workspace with WebRTC.

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You can define interaction capacity settings for individual agents. This setting takes precedence over the settings defined for an account in System Settings. For more information about setting account-level interaction capacity, see Editing Configuration (Account Settings).

To set interaction capacity for an agent, edit the agent in User Admin. Perform the following steps:

1. Go to User Admin.
2. Locate the user that you want to set interaction capacity for using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Routing Settings and then click Interaction Capacity.
5. Under Interaction Capacity, click Custom.
6. Set the percentage of capacity for each interaction type for the agent:
   • Live - eg. Phone (51-100)—the percentage for a live interaction, such as a phone call, between 51 and 100 percent.
   • Non-live - eg. Case (1-100)—the percentage for a non-live interaction, such as an email, between 1 and 100 percent.
   • Semi-live - eg. Chat (1-100)—the percentage for a semi-live interaction, such as chat, between 1 and 100 percent.
7. Click Save to save your settings.

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The selected skill levels can now be used to determine which agent to route an interaction to. In a scenario where two agents, with otherwise identical characteristics, are available to handle an interaction at the same time, the agent with the highest level in a mandatory or unexpired skill will receive the interaction.

How do I allow a user to act as an agent to work with interactions?

To grant access to and allow a user to act as an agent, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.

You can allow users such as supervisors, administrators, or wallboard users to act as agents and handle calls or other interactions. Agents have access and use enabled by default due to the nature of their work. You cannot revoke this access in VCC. 

To allow user to act as an agent, perform the following steps:

1. Go to User Admin.
2. Locate the non-agent user you want to allow or deny to act as an agent. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click License Status.
5. The field Agent access granted may appear:
   • If the non-agent user is not currently granted with agent access, Agent access granted appears. Click Yes to grant agent access.
   • If the non-agent user is already granted with agent access, Agent access granted does not appear.
6. The field Allow to act as agent appears. Click Yes to allow the user to act as an agent.
7. Click Save to save your settings.

When you have granted agent access and saved this setting—by clicking Create or Save—you cannot revoke access for the user. You can allow or deny to act as an agent for the user at any time. Granting agent access to the supervisor, wallboard, or admin users does not increase usage of contracted agents licenses.  

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