---
title: User & Role Management
slug: contact-center/user-and-role-management
docTags: 
createdAt: 2025-09-27T07:50:14.344Z
---

# 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)

1. Navigate to **System Configuration** → **User** → **User Management**.
2. Click **"Add User"**.
3. Enter the **User ID** and **User Name**.
4. Select the desired **System Role** from the drop-down menu.
5. Enter and confirm the **Password**.
6. Provide the **Allowed Interaction Extensions** and **Allowed Ticket Extensions** (number of media interactions an agent can handle).
7. Optionally, select the **Login Policy**, enter a **Phone Number**, and enable the **Email ID** checkbox to provide an email address.
8. Click **"Save"** to create the user.

### 2. Modify User Privileges (Administrator/Supervisor)

1. In the **User Management** list, select the user by checking the checkbox.
2. Click the **Edit** option next to the user's name.
3. Modify fields under **General Information** as needed.
4. Configure **After Login Behaviour** (e.g., enable **Auto Available**).
5. In the **System Masked Privileges** section, check the boxes to **restrict** system-wide actions (e.g., Set autocall status, Transfer Call).
6. In the **Campaign Masked Privileges** section, select a campaign and check the boxes to **restrict** campaign-specific actions (e.g., Manual Dial, Confer Call).
7. Click **"Apply"** to save changes.

### 3. Bulk Upload Users (Administrator/Voice-Admin)

1. Prepare a **CSV file** with all required user fields and metadata.
2. In **User Management**, click the **"Bulk Upload"** button.
3. Select and **Upload** the CSV file.
4. On the mapping modal, **map** the column headers of the CSV file to the system's user fields.
5. Click **"Upload"** to process the bulk creation.

### 4. Create New Group (Administrator/Voice-Admin)

1. Navigate to **System Configuration** → **User** → **Group Management**.
2. Click the **"Create New Group"** button.
3. Provide the **Group Name** and **Description**.
4. In the **Available Users** section, select and assign agents and at least one **Group Manager**.
5. Click **"Create"**.