Edit Agent or Non-Agent User Information

Both agent and non-agent user's information changes frequently within a contact center, and needs updated. This includes information, such as:

  • Phone number
  • E-mail address
  • Promotions (user promoted to supervisor)
  • Department
  • Assigned role

When an agent or non-agent user's information needs updated or changed, it is done from the Users page in Webex CCE Administration Portal.

NOTE:

Changes made to a user or agent through Webex CCE Administration Portal synchronizes with Cisco Intelligent Contact Management (ICM). If user or agent information is changed through ICM, the changes do not synchronize with Webex CCE Administration Portal.

Editing an Agent or Non-Agent User

Edit an agent or non-agent user by doing the following:

  1. On the Users page, locate the agent or non-agent user whose information needs edited.
Having trouble finding a specific agent or non-agent user?
  • To distinguish between an agent and non-agent user on the Users page, look under the Agent ID column for each user. Only agents have an agent ID assigned, while non-agent users do not.
  • For assistance with using the search and filter features on the Users page to find a specific user, see Users Tool Features.
  1. Click the Edit User task icon located on the same row of the user or agent to edit. This opens the Edit User dialog box.

  1. On the Edit User dialog box, update any of the following fields as needed:

  • Username – Username used by the user to sign into Webex CCE Administration Portal. The username must be unique and is limited to 20 characters. When signing in, the username is in the form of username@tenant-suffix (e.g.: tpoole@ACM), in which the username is the name used in the Username field. The tenant-suffix is three characters used to identify the organization or contact center.
  • First Name – Field for changing the user's first name.
  • Last Name – Field for changing the user's last name.
NOTE:
  • The Username, First Name, and Last Name fields for agents and supervisors support the use of the following ASCII characters:

  • Due to a restriction in Active Directory, the Username field must also contain a combination of alphanumeric characters. It must also contain at least one alphabetic character.
  • The last character of the Username field may not be a period (.).
  • Phone Number – Field for changing the non-business phone number used to contact the user. This field supports up to 15 digits allows for entry of international phone numbers as well.
  • Email - Field for changing business email address assigned to the user. Changing this field also sends an email notification to the user. Webex CCE Administration Portal validates the email address entered across all tenants to ensure it is not currently in use. If the email address is currently in use by another user, an error message displays when trying to save the changes.
  • Agent ID – Agent users only. Field for changing the agent's ID. The agent must have an agent ID for agent team assignment.
  • Enterprise Name – Agent users only. Field for changing the name assigned to the agent in Cisco Configuration Manager.
NOTE:

This field supports the use of the underscore (_) and period (.) special characters, but they cannot be the first character used.

  • Agent Description – Agent users only. Optional. Field for changing the description of the agent used in Cisco Configuration Manager.
  • Person Description – Enter a description of the person in this field, if needed.
  • Agent State Trace – Enable this feature to track every state change made by the agent. This feature is available for up to 100 agents total.
  • Support Digital Channel – Enable or disable the Support Digital Channel feature. This feature requires that UCCE 12.6.2 support is enabled for Portal. Contact your account manager to have this feature enabled.
  • Site – Drop-down menu for changing the user's site location. The site is usually the city, state, or the name of the agent's physical location.
NOTE:

If the Cisco Unified Communications (UC) feature is enabled in Portal, any sites created within UC for customer UC phones is reflected on this drop-down. Selecting a site helps UC to categorize users and resources.

  • Department – Drop-down menu for changing the user's department assignment.
  • Billing Unit – Drop-down menu for changing the user's billing unit.
  • Profile – Required selection. Drop-down menu for selecting a profile for the user. A profile is pre-selected by default.
  • Assigned Role – Drop-down menu for changing a user's role assignment. For additional details about roles, see . To learn more about roles and how they affect user access, see Features for Standard Portal Roles.
  • User Type – Drop-down menu for selecting the user type for the user. The available user types are:
    • Portal Administrator
    • Callback Administrator
    • Phone Administrator
    • Campaign Administrator
    • Route Control Administrator
    • Contact Flow Administrator
    • Route Control Manager
    • Contact Flow Developer
    • Standard User
NOTE:

Portal Administrator users may see a Clusters drop-down menu above the Select a Primary Phone section, allowing them to filter the phones by available Cisco Unified Communications Manager (CUCM) clusters. This menu only displays if multiple CUCM clusters are configured and available.

  • Voicemail – Toggle switch for provisioning voicemail to the user. With YES toggled, the Phone Line and User Template options become available for the mailbox configuration.
NOTE:

Sliding the Voicemail toggle switch from YES to NO will delete the associated mailbox and all messages contained within.

  • Phone Line – Drop-down menu for changing the phone line assigned to the user's voicemail.
  • User Templates – Drop-down menu for changing the template to use for the user's voicemail.

Other Information:

Fields found under the Contact Center tab:

  • Contact Center User – Drop-down menu for changing the type of Contact Center User the user or agent is.
  • SSO Enable User – Organizations with ICM SSO Hybrid mode enabled will see the SSO Enabled User option. This option is for informational purposes only and cannot be changed.
  • Agent Desk Settings – Agent users only. Drop-down menu for changing the agent's desk settings.
  • Platform – Drop-down menu for changing the platform used by the user.
  • Team – Drop-down menu for changing a user's team assignment.
  • Agent Answers – Select this option to enable the Agent Answers gadget on the Finesse Desktop Layout.
  • Call Transcript – Select this option to enable the Call Transcript feature for the agent.
  • VAV Transcript – Select this option to enable the Virtual Assistant Voice transcript feature for the agent. This feature requires that UCCE 12.6.2 support is enabled for Portal. Contact your account manager to have this feature enabled.
  • Create Verint QA User – Allows you to add the user to Verint QA. Sliding this option to the YES position reveals the Verint QA tab, which is used to edit the user's Verint details.

Fields found under the Agent ID tab:

  • Agent ID – Agent users only. Change an agent's agent ID. To edit the Agent ID field, click the Edit icon ().
NOTE:

After clicking the Edit icon, a dialog box displays for confirmation. Click OK to proceed or Cancel to stop.

Fields found under the Verint QA tab:

  • Username – Username for the user within Verint QA.
  • Employee Title – Job title of the employee within Verint QA.
  • Is Supervisor? – Indicates if the user is a supervisor.
  • Agent ID – Agent ID used within Verint QA.
  • Supervisor – Specifies the user's supervisor within Verint QA.
  • Is Team Lead? – Indicates if the user is a team lead.
  • Organization – Specifies the user's organization within Verint QA.
  • Team Lead – Specifies the user's team lead within Verint QA.
  1. After making changes to the user's information, click the Save button to finish and save the changes. Cancel editing of the user at any time by clicking the Cancel button.

 

NOTE:

After clicking the Save button, the user receives an email notification if their email address changed during the Edit User process.

See Also