User & Role Management

overview user management provides the capability to create, manage, and configure user accounts and their associated privileges within the system this is a core function, handled primarily by the administrator or voice admin user roles it is located in the user tab of the system configuration section of the administrative console it also includes functionality for group management and viewing bulk upload history key benefits role based access control allows for granular control over user functions by assigning different system roles (e g , administrator, supervisor, professional agent) efficient user provisioning supports bulk upload of user details via a csv file, facilitating the rapid creation of multiple user accounts centralized status management admin can modify user privileges and change user status (e g , set auto call status, mask campaign privileges) to ensure operational compliance and efficiency group organization enables the creation of user groups to facilitate management and monitoring by group managers functionality user management encompasses the full lifecycle of managing personnel access and rights user roles the system supports numerous system roles each with predefined access levels administrator / voice admin head of the system with full or voice related administrative rights madmin a mini administrator with some, but not complete, authorization privileges supervisor monitors the work of assigned agents professional agent / executive users allowed to handle customer interactions analyst analyzes the complete work done by agents uam maker / uam checker users involved in creating and approving new user accounts group manager monitors the activities of agents assigned to a specific group privilege masking privileges can be masked at the system level and campaign level system level privileges includes restricting the user's ability to set autocall status , modify campaign after login, transfer call , confer call , and end call allowed campaign level privileges includes restricting manual dial , preventing the viewing of disposition of a call , restricting transfer call or confer call , and masking the cancel preview function user groups groups can be created to organize agents for monitoring purposes by group managers a group manager or agent can be assigned to multiple groups it is not recommended to assign the same agents in multiple groups , as this complicates group management prerequisites administrator access only users with administrator or voice admin privileges can create and delete users via the dedicated user management tab mandatory fields for creation for adding a new user, certain general information fields must be provided, including user id , user name , and system role csv format for bulk upload for the bulk creation of users, user identities and metadata must be contained within a csv file group manager role to create a user group, a user with the group manager role must already exist usage instructions 1\ add user (administrator/voice admin) navigate to system configuration → user → user management click "add user" enter the user id and user name select the desired system role from the drop down menu enter and confirm the password provide the allowed interaction extensions and allowed ticket extensions (number of media interactions an agent can handle) optionally, select the login policy , enter a phone number , and enable the email id checkbox to provide an email address click "save" to create the user 2\ modify user privileges (administrator/supervisor) in the user management list, select the user by checking the checkbox click the edit option next to the user's name modify fields under general information as needed configure after login behaviour (e g , enable auto available ) in the system masked privileges section, check the boxes to restrict system wide actions (e g , set autocall status, transfer call) in the campaign masked privileges section, select a campaign and check the boxes to restrict campaign specific actions (e g , manual dial, confer call) click "apply" to save changes 3\ bulk upload users (administrator/voice admin) prepare a csv file with all required user fields and metadata in user management , click the "bulk upload" button select and upload the csv file on the mapping modal, map the column headers of the csv file to the system's user fields click "upload" to process the bulk creation 4\ create new group (administrator/voice admin) navigate to system configuration → user → group management click the "create new group" button provide the group name and description in the available users section, select and assign agents and at least one group manager click "create"