User Management

the user management page displays all users who are assigned under the supervision of the logged in supervisor supervisors can view and modify user details but cannot create or delete users user creation and deletion are restricted to administrators only navigation path sidebar → process settings → users from this page, supervisors can view the list of all users assigned within their processes search users by name or id modify user information and system privileges configure campaign specific restrictions manage voicemail configurations (if licensed) note supervisors can only modify users; creation and deletion are managed by the administrator search a user enter the user’s name in the search bar press enter to display matching results click the user’s name or the edit (✎) icon to modify their details modify user supervisors can modify general user information, adjust privileges, and configure campaign level access for assigned users select the user by checking the box next to their name click edit a pop up window appears for user modification editable information 1\ general information supervisors can modify the following fields allowed chat extensions — enable or disable specific chat extensions for the user allowed ticket extensions — manage ticket extensions accessible to the user email id — check or uncheck to include an email address add, modify, or delete email addresses enable/disable screen recording — allow or restrict recording of user’s screen sessions 2\ after login behaviour auto available — enable this setting to make the user automatically “available” upon login when unchecked, the user must manually change their status to available after logging in 3\ system masked privileges system level privileges allow the supervisor to restrict specific user actions globally across the system enable the checkbox beside a restriction to apply it privilege description set auto call status prevents the user from enabling or disabling auto call mode modify campaign restricts the user from changing campaigns after login (even if assigned to multiple) transfer call disables the ability to transfer calls to another user or campaign confer call restricts the user from initiating conference calls end call allowed prevents the user from manually ending calls — only customers can hang up note these restrictions apply system wide and affect all campaigns assigned to the user 4\ campaign masked privileges campaign level masking allows the supervisor to restrict user actions within specific campaigns select the target campaign from the dropdown list to apply restrictions privilege description manual dial prevents users from manually dialing numbers in that campaign useful for inbound campaigns view disposition of a call hides the call disposition list in the dialer, forcing call closure from crm only listen to self campaign voice logs restricts users from listening to their own call recordings view cancel preview disables the user’s ability to cancel customer preview in preview dialing transfer call restricts the user from transferring calls in this specific campaign confer call disables the user’s ability to start a conference call note if a user is assigned to multiple campaigns, restrictions must be applied individually for each campaign 5\ voice mail configurations (licensable) feature availability this option is visible only when the voicemail license is enabled for the contact center supervisors can manage voicemail configuration at the user level enable voicemail by toggling the voicemail switch on if disabled, no voicemail will be recorded enable notification email ids to send voicemail notifications enter multiple notification email ids (gmail domain only) separated by commas example agent1\@gmail com, supervisor\@gmail com select audio prompts welcome voicemail prompt finish voicemail prompt click apply to save changes, or cancel to discard tip supervisors can enable voicemail alerts for selected users to ensure no customer messages are missed during off hours summary table section purpose general information update user’s extensions, email, or screen recording options after login behaviour set whether user becomes available automatically post login system masked privileges apply global user restrictions (e g , transfer, confer, or call end controls) campaign masked privileges restrict user actions within specific campaigns only voicemail configurations (licensable) enable or configure voicemail recording and notifications