Modify CxQM User Accounts

You must have the default Administrator role or a custom role that includes the Administration > User Accounts > Modify permission to modify a CxQM User Account.

User accounts are synced from CxEngage with predetermined attributes, such as a user role. However, there are some features that will need to be set on each user account. These include:

  • Removing an Evaluation License from a user account.
  • Assign membership of the user to a group or groups.
  • Assign permissions to access other users recordings, other groups, their members and their recordings and resources used for searching for recordings.

  • Text boxes and grids will auto-resize to fit user input.

In the lower right-hand corner of the Modify User Accounts window is a small double-line triangle. Users can click on it to drag the corner of the window in or out to adjust the window size. All associated text boxes and grids expand in unison.

To modify a CxQM user account:

  1. Go to the Administration > Users tab.
  2. Search text box: Here on the Modify Users Account window, this quick search text box provides users with a quick filter search of the Available and Selected Resources grids. Entering a first or last name, ACD ID, Mobility ID or extension will immediately refine the list to display only those items that match what was entered.
  3. Identify the user to be modified by double-clicking on it to highlight the row.
  4. Click Modify User.
  5. The Modify User Account window and user's settings (tabs) pops up.
  6. The User ID and settings will grayed out and cannot be modified.
  7. Only the following changes are allowed to be made to a user's account by the administrator:
    1. Settings tab > Evaluation License checkbox: By default, all users accounts have their Evaluation License check boxes checked.
      • If checked: The user is allowed to participate in conducting evaluations, being evaluated or receiving and viewing evaluations.
      • If unchecked: The user has no access to any of the evaluation features or activities.
    2. Member of tab: Select the group or groups that this user will be a member of.
      • Search text box: Here on the Modify Users Account > Member of tab, this quick search text box provides users with a quick filter search of the Available and Selected Resources grids. Entering a Group Name or Group Type will immediately refine the list to display only those items that match what was entered.
      • Select the group(s) from the Available Resources table and move them to the Selected Resources table.
      • Sort the columns by clicking on the any of the column headers in the Available Resources table.
      • Drag and drop your group selection(s) to the Selected Resources table or click the Add (>>) button.
      • To remove a selection from the Selected Resources table, select the user and click Remove (<<) button.
    3. Permissions to tab: Used to select what groups, users and resources this user will have permission to access. Select one or more appropriate Groups, Users or Resources for this user to have permissions to access. For example, select a group that this user will be able to access the members of in order to playback the group members recorded interactions
      • Users drop-down menu:
        • Search text box: Here on the Modify Users Account > Permissions to > Users drop down menu , this quick search text box provides users with a quick filter search of the Available and Selected Resources grids. Enter a First or Last Name, Agent ID or Mobility ID taken from the columns. This will immediately refine the list to display only those items that match what was entered.
        • Select the appropriate users this user will be able to access for interaction playback. Select the users(s) from the Available Resources table and move them to the Selected Resources table. Sort the columns by clicking on the any of the column headers in the Available Resources table. Drag and drop your group selection(s) to the Selected Resources table or click the Add (>>) button. To remove a selection from the Selected Resources table, select the user and click Remove (<<) button. If a user is inactive, click on the Show Inactive Users to be able to see and select those users.
      • Groups drop-down menu: 
        • Search text box: Here on the Modify Users Account > Permissions to > Groups drop down menu , this quick search text box provides users with a quick filter search of the Available and Selected Resources grids. Enter a name taken from Group Name or Group Type columns. This will immediately refine the list to display only those items that match what was entered.
        • Select the appropriate groups this user will be able to access for interaction playback. Select the group(s) from the Available Resources table and move them to the Selected Resources table. Sort the columns by clicking on the any of the column headers in the Available Resources table. Drag and drop your group selection(s) to the Selected Resources table or click the Add (>>) button. To remove a selection from the Selected Resources table, select the user and click Remove (<<) button.
      • Resources drop-down menu:
        • Search text box: Here on the Modify Users Account > Permissions to > Resources drop down menu , this quick search text box provides users with a quick filter search of the Available and Selected Resources grids. Enter a name taken from Resource Name or Resource Type columns. This will immediately refine the list to display only those items that match what was entered.
        • Select the appropriate dialed number resources this user will be able to access for interaction playback. Select the resource(s) from the Available Resources table and move them to the Selected Resources table. Sort the columns by clicking on the any of the column headers in the Available Resources table. Drag and drop your group selection(s) to the Selected Resources table or click the Add (>>) button. To remove a selection from the Selected Resources table, select the user and click Remove (<<) button.

    4. View Features tab: Click on this tab to see this user's assigned modules and permissions as set by their single user role assignment,

  8. Click OK.
  9. Click Cancel to exit without saving and changes.
  10. Click Clear to clear any selections made but not saved.
  11. Click Clear All to clear ALL selections made but not saved.

When Evaluation Licenses, group membership and permissions to access selected groups, users or resources have been completed for all users, move to the next tab.