Manage Users

In the XO Platform, the term User refers to the App Owner, App Developer, App Tester (customer support representatives), to supervisors, and administrators with an account within Contact Center AI. To serve customers, you must add users to Contact Center and provide them with the necessary access. You can create user profiles, assign them to voice, chat, or both channels, and specific skills or queues.

You can find the Users section on the left menu by going to Manage > Users > Manage Users.

User Management Section Features

The Users section includes the features in the table below.

FEATURE	DESCRIPTION
Search	Type in a user’s name to retrieve their record.
User	This is the name of the user you are viewing, as entered within their profile. Under every user’s name, their configured email is displayed.
Role	Lists the role assigned to the user.
Skills	Lists the skills assigned to the user.
Queues	Lists the queues assigned to the user.

Add a User

You can add a user to Contact Center AI by following the steps below:

1. Click Invite Users.
   

2. The Invite User window displays. Here, you can configure the following:

   1. Email: Enter the users email ID.
   2. First Name: Enter the First Name.
   3. Last Name: Enter the Last Name.
   4. Role: Select whether the new users will be App Developer, App Tester, Agent, or Supervisor.
   5. Users with “Change User Role” and permission selected as “Yes” will be able to modify the role of an existing user.
   6. Users with “Change User Role” and permission selected as “No” will not be able to modify the role of an existing user. See Role Management for details.
   7. Attributes: You can edit the user details or delete the users.

Attributes

In the user attributes window, configure the following:

• (Optional) Profile Picture: Upload the user’s profile picture here.
• Edit the user’s first, last names, email ID, role, and phone number.
  

General Settings

This section helps configure general settings.

In the General Settings section, You can enable the Allow agent permissions toggle to set the following:

• Group
• Custom ID
• Agent Nick Name
• Desktop layout
  

Chat & Voice

This section helps configure the chat and voice settings.

In the Chat & Voice section, you can configure the following:

• Turn on Enable chat toggle to set:
• Capacity by Channel Type - Maximum handling capacity for individual channels. (You can select maximum 15 conversations for each channel type).
• Language Support - Supported languages and their proficiency level. (Novice, Average, Good, or Expert)

• Widget Features - Attachments and emojis in live chat.

• Turn on Enable Voice toggle to set the following:

• Voice Support: Select Yes for either Inbound or Campaigns. The default selection is No.

• Select the supported languages and their proficiency level.

• Turn on Enable Voice Mail toggle to set the count of voice mails callers can leave in a queue.

Queues & Skills

This section lets you configure the queues and skills assigned to a user.

Queues

To assign queues to a user, follow these steps:

1. Type in a queue name in the search field, then select the one you need from the list. The list only contains queues that are already created. To add a queue, see Add Queues.
2. Once you select a queue, it will be added to the user’s list of assigned queues. If you have more than one queue assigned to the same user, you can select or deselect the queues to assign; and set queues as Preferred. Queues set as such will take priority over others when the user receives incoming queries.
3. You can remove a skill by clicking the Delete (bin) button next to it.
   

Skills

This section lets you configure the skills that the user brings to your team.

To assign skills to a user, follow these steps:

1. Type in a skill name in the search field, and select it from the dropdown list to add it to the user’s skill list. The list only contains skills that are already created. To add more skills, see Add Skills.
2. Once you select a skill, choose the proficiency level (Novice, Average, Good, or Expert).
3. You can remove a skill by clicking the Delete (bin) button next to it.

Save a User

To save the user, click the Invite User button at the bottom of the New User window. This is available regardless of the section that you are currently navigating.

Notes

The minimum requirements to save a user record are the following:

1. The mandatory fields email, first name, and role;
2. Enable at least one channel (Chat or Voice);
3. Assign at least one language to the channel you enable.

Edit a User

To edit a user, follow these steps:

1. On the Manage Users page, click the Ellipsis icon (⋮) corresponding to the user you want to edit.
2. On the User Attributes window, make the necessary edits.
3. Click Update Changes.

Promote As Owner

To promote a user to owner, follow these steps:

1. On the Manage Users page, click the Ellipsis icon (⋮) corresponding to the user you want to promote to owner.
   

2. On the Promote app owner pop-up window, select the role and click Save.

Change Owner

To change the app owner, follow these steps:

1. On the Manage Users page, click the Ellipsis icon (⋮) corresponding to the App Owner.

2. On the Promote app owner pop-up window, select the role and click Save.
   

Delete a User

To delete a user, follow these steps:

1. On the Manage Users page, click the Ellipsis icon (⋮) corresponding to the user you want to delete.

2. Click Delete.
   

3. You will be asked to confirm your choice.

Notes

1. You cannot delete your own user.
2. You cannot delete the Contact Center AI app owner.
3. Reports, dashboards, and APIs will display deleted agents as long as interactions and metrics contain data associated with the deleted agents.
4. After deleting a user record, the respective user can no longer sign into Contact Center AI. If you want to temporarily restrict users from handling customer conversations, you can turn off their access to chat and voice channels, or add them to the Unassigned group.

Add a Group

You can add a group by following the steps below:

1. Click Invite Users.
   

2. The Invite User window displays. Here, you can configure the following:

   1. Name: Enter a name for your group.
   2. Role: Select whether the new users will be App Developer, App Tester, Agent, or Supervisor.

3. Click the Share Invites button at the bottom of the New Groups window.