Users can be added individually by following these steps or can be imported in bulk. When a user is added, they will need to activate their account. The account activation is done by clicking on the link in the email to complete the process.
For details about each default user role and how to create custom roles, see Default user roles and permissions: Agent, Managers, Admin and Custom roles & permissions.
See Bulk user management for details on adding more than one user at a time.
Add a user
To add a user, follow these steps:
In the CCAI Platform portal, click Settings > Users & Teams. If you don't see the Settings menu, click Menu. The Users & Teams Settings page appears.
Click Add Users. The Add User pane appears.
To add user information, open the User Information section, and then do the following:
In the Work Email Address field, enter the email address that the agent uses to sign in.
In the First Name field, enter the agent's first name.
In the Last Name field, enter the agent's last name.
Optional: In the Aliases field, enter the agent's alias. For more information, see Agent aliases.
In the Agent ID field, enter the agent ID.
In the Location list, select the location of the user. This controls the default language of the agent adapter.
To assign roles to the user, open the Role section, and then do the following:
Click Assign role. The Assign role dialog appears.
In the Select role list, select a role, and then click Assign.
To assign additional roles, repeat the previous step.
For more information about roles, see Custom roles and permissions.
To configure preferences for the user, open the Preferences section, and then do the following:
Optional: Configure the user's call concurrency or chat concurrency settings. Enter the maximum number of calls or chats that the user can handle at one time. This setting overrides the general call and chat concurrency settings.
Optional: To enable your global phone management settings' international calling configuration, click the International calling toggle to the on position. For more information, see Phone number management.
Optional: In the Availability Preference list, select the availability preference for the user.
Click Add.
Invitation email
After you click the Add button in the create user flow, an email will be sent to the email address specified with an invite link to activate their account.
Email subject: Invitation to <Your Company Name> Support. The company name used here is set in Settings > Support center details.
Email body: You have been invited to join YOUR COMPANY NAME on the CCAI Platform.
Invite Link: Takes the user to the CCAI Platform portal sign in page set up their password or sign in using SSO if enabled. The link doesn't have a defined expiration duration, however, it will be invalidated once it is accepted or a new invitation link has been sent.
View existing users and teams
The user list for any selected team will only display the list of users that are directly assigned to that team or sub-team. To avoid confusion and not show an agent or user assigned to a sub-team multiple times in any higher-level teams, users only show in the team they are directly assigned to.
Example:
Parent team A (450 users) - all 450 agents are assigned to sub-teams, none are directly assigned to team A - user list will show: 0 users
Team A-1 (200 users) - user list will show: 200 users
Team A-2 (150 users) - user list will show: 150 users
Team A-3 (100 users) - user list will show: 0 users
Team A-3.1 (90 users) - user list will show: 90 users
Team A-3.2 (10 users) - user list will show: 10 users
The filter drop-down can be used to restrict the users that are displayed. Filter options include:
Unactivated users.
Unassigned agents.
Edit a user
Edit a user only when that user isn't signed in. Otherwise, your edits might not be saved.
To edit a user, follow these steps:
In the CCAI Platform portal, click Settings > Users & Teams. If you don't see the Settings menu, click Menu. The Users & Teams Settings page appears.
For the user that you want to edit, click , and then click Edit user. The Edit User pane appears.
Edit the user's information, and then click Update.
Remove a user from teams
To remove a user from one or more teams, follow these steps:
In the CCAI Platform portal, click Settings > Users & Teams. If you don't see the Settings menu, click Menu. The Users & Teams Settings page appears.
For the user that you want to edit, click , and then click Edit user. The Edit User pane appears.
Open the Teams section.
Do one of the following:
To remove a user from specific teams, clear the checkbox next to the teams to remove the user from.
To remove a user from all teams, click Remove from all teams.
Click Update.