Skip to main content
Skip table of contents

Users

Overview

The Users module allows you to create and manage workspace user profiles. User is the term used in the Cloud Contact Centre to denote all contact centre staff that are authorised to access the Workspace in the performance of their duties, which might include some of the following roles:

  • System Administrator

  • Agent Team Leader

  • Campaign Administrator

  • Quality Manager

  • Contact Centre Manager

This feature allows a suitably authorised user to create and maintain other users' profiles, details, and permissions.


1. Add or Edit User

This feature is used to create and configure new workspace user profiles or to edit existing ones.

  1. Open the Workspace.

  2. Select Users from the Administration menu

    1. To create a new user profile, click the Create new user button 

    2. To edit an existing user profile, click on the record or Edit from the Options icon to the right of the record.

User Details

Input the new user's details as described in the following table:

Field

Description

Settings

First Name

Enter the First Name. Use only alphanumeric characters and spaces. An apostrophe or hyphen is permitted.

Last Name

Enter the Last Name. Use only alphanumeric characters and spaces. An apostrophe or hyphen is permitted.

Email Address

Enter a valid email address for this user, one which is unique to this user across the organisation.

Job Title

Enter the user's job title

Login Settings

Username

The Username must be a unique identifier. It can contain alphanumeric characters and the following special characters are accepted:

! @ # $ % ^ \ & _ .

Password

The Password must comply with the password policy established by the Administration Team, and set in Organisation Settings.
This field is not visible when LDAP is enabled. 

A User will be forced to change their password at first login or changed from the Workspace.

LDAP Enabled

LDAP can be configured at one or more of three levels: System, Tenant, or Organisation. The default setting is Organisation.
Your service provider may offer an LDAP service at the System or Tenant level and can be configured at an organisation-level LDAP service in the Organisation Settings.

Once enabled, the following fields will be visible:

  • LDAP username: Enter the name known to the LDAP server for this user.

  • LDAP level: The default setting is Organisation.

Enable login

Enables the User to log in. The default setting is enabled

  • If this checkbox is not checked, the Users account is effectively disabled

  • If the Maximum Wrong Password Attempts, as specified by the system administrator in the Organisation Security Settings, is exceeded during logging into the Toolbar then this check box is cleared

Multi-factor authentication
Multi or Two-factor authentication (MFA / 2FA) is a method of establishing access to an online account or system that requires the user to provide two different types of information.

Multi-factor authentication settings can only be configured at the Agent/User level.

Time-based one-time password (TOTP)

Time-based one-time password (TOTP) is a algorithm which generates a one-time password (OTP) that uses the current time as a source of uniqueness.
Once enabled, the User will be presented the following screen to configure the two-factor authentication in their chosen Authentication application:

Once the application has been successfully registered, from then on, the User will be presented the following screen to Authenticate their access when logging in to the Workspace:

Web Authentication (WebAuthn)

The Web Authentication API (also known as WebAuthn) is a specification written by the W3C and FIDO, with the participation of Google, Mozilla, Microsoft, Yubico, and others. The API allows servers to register and authenticate users using public key cryptography by integrating with built-in device authenticators such as Windows Hello.

Once enabled, the User will be presented the following screen to configure the two-factor authentication:

When moving to Next, the Users' credentials are verified where they will be required to enter their device password, PIN or biometrics:

Note: This will timeout after approximately 60-seconds and the following error will be displayed. The User will need to return to the previous screen to restart the verification:

User Role

Select the User Role to be assigned to this user. User Roles must be set up before adding or editing a User.

Assigned Teams

Selected the Teams to be assigned to this user. Teams must be set up before adding or editing a User.

Timezone Settings

Enter the Timezone in which the user is located by selecting the region, and the specific timezone within that region, from the drop-down lists. This is used when displaying times for events that are specific to the user - for example, the user's last logged in date and time.

The fields in the drop-down lists are those used in the IANA Timezone database (see IANA Timezone database). The IANA convention is to refer to timezones using a concatenation of the region and the local timezone description, separated by a '/' character. For example, "Australia/Sydney".


2. Display Users

This feature allows you to navigate the list of Workspace user-profiles registered in the contact centre.

From this list, you can add new user profiles, edit existing ones, remove obsolete ones, or simply view a profiles' details. A list of user records is displayed. For each user, the list displays the following details:

Field

Description

Click the Selection icon to select the user.

User ID

The User ID is displayed.

Active

 

Indicates the login status of the user. The enable/disable control is located in the Login Settings.

A User can be placed in DISABLED status automatically by the system if the Maximum Wrong Password Attempts (configured in the Organisation Settings) has been exceeded. The User Active setting will need to be updated to re-enable the login.

Username

The Username is displayed.

First Name

The First Name of the user is displayed.

Last Name

The Last Name of the user is displayed.

Email Address

The email address associated with the User. If using Single Sign-on or MFA, this will need to correspond with the Users active account.

Timezone

The Timezone in which the User is located.

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.