Console User Management

Console user management is designed for creating non-Contact Centre users, i.e. not agents or supervisors—which should be done in the Agents area within the Contact Center Management application.

Create Console Users

IMPORTANT: Accounts using federation for access such as Okta must be assigned to a security group before they can be added via the Console. From the global navigation bar in the page header, select Admin > Console Users.

The Manage Console Users list view opens and displays all configured users for a Partner.

To create a user account:

1. Select Create User from the button in the top right hand corner above the list view, this will open the create user window.
2. Complete the fields in view, e-mail address is required, secondary e-mail address is not required, this is for test account purposes.
3. Select a role from the list, here choose from default roles such as Administrator or custom roles that have been created for the partner.
4. Select Save or Save and add another the window will close and the list view will refresh to show the user account created.

Update Console Users

1. Select the user account by clicking on the row.
2. This will open the User details window, here you can change all the fields.
3. Select Update to save and close the window.

Deactivate a User

1. To deactivate a user follow the steps for update.
2. Once the window is open, move the Profile Status toggle to a deactivated state.
3. To save the changes click Update this will close the window and return you to the list view.
4. Once this is done the agent will disappear from the list view unless you have updated the filter to show Active and Inactive users.

Note: Deactivating the user here does not deactivate the Active Directory account if using account federation, it will only prevent access to Conversation Platform applications.