Users Tab

You must have the default Administrator role or a custom role that includes these permissions to modify and view user roles:

  • Administration > User Accounts > Modify to modify a CxQM User Account.
  • Administration > User Accounts > View to view a CxQM User Account.

You must have the default Administrator or Supervisor role or a custom role that includes this permission to view resources:

  • Administration > User Accounts > View to view a CxQM User Account.

The only settings tenant administrators will be able to modify on a user account are:

  • Removing an Evaluation License from a user account.
  • Assigning group or groups membership to the user account.
  • Granting permissions to access other users recordings for playback by selecting specific:
    • Groups (and their members).
    • Users.
    • Resources (Contact Points).

The Users tab is used to view or modify CxQM user accounts. These user accounts control CxQM feature access such as the ability to playback calls or view quality evaluations. User accounts also control what resources each user is able to access such as the recorded interactions of assigned groups or using assigned dialed numbers for recording searches.

The Users tab is auto-populated with user accounts by CxEngage during sync. Each user account in CxQM provides selected features to the user via the user's assigned user role. Each user gets a line entry in the User Accounts table.

Users Accounts Window Title Bar Settings and Controls

  • User Accounts window title: Will always be User Accounts.
  • Clear Filters: Click this button to reset all column filters.
  • Column drag zone: To the right of the window title is a column drag zone. It states "Drag a column header and drop it here to group by that column".
    • Click on a column header and drag it to this drag zone space.
    • The User Accounts view creates new, light blue records.
    • It then sorts the selected column's information, by record, for easy user account research.
    • A small <column name> box sits in the drag zone.
    • Clicking on the small Up or Down arrow sorts the list up or down.
    • Clicking on the X in the box closes the sorting records and the returns the User Accounts view to its previous state.
  • Evaluation License ## : On the right-hand side of the title bar, the Evaluation License shows a numeric for the total number of provisioned Evaluation Licenses on the tenant.
  • (## in Use): A numeric indicating the number of provisioned Evaluation Licenses in use.
  • Results: ##: A numeric indicating the number of User Accounts.

The User Accounts table of records and columns shown are:

Header Name Description
User ID
  • The user ID that the user will use to logon to Engage. The User ID is unique for each user and cannot be changed once the user has been created.
    		•
    First Name The first name of the user.
    Last Name The last name of the user.
    Extension(s) The extension(s) being recorded for this user.
    Agent ID The agent’s ID associated with this User Account.
    Mobility ID (Hidden for future use) N/A
    Evaluation Enabled
  • If Quality Management (CxEvaluate) is included in your deployment, an evaluation license can be assigned to the agent (user). Evaluation licenses are required if users are being evaluated and if they are conducting or reviewing evaluations.
    		•
    User Roles Only one default user role can be assigned to a user. Default roles include Administrator, Supervisor and Agent. Tenants may have different names for these roles.
    Email Account(s) In a CxQM Quality Management deployment, an email account is synced from CxEngage so the user can receive CxQM notifications, such as for a coaching session or learning activity.
    Status

    Displays user account status:

    • Online if the user is currently logged in.
    • Offline if the user is logged off.
    • Deleted if the user account has been manually deleted.
    • Blank status indicates that the user has never logged in or a user that is set to User Cannot Logon.
    Last Logon The time and date of the user's last log in.
    IP Address The current IP address for a logged in user.
    Authentication

    Login authentication technique for how the user logs in: 

    • Local
    • Windows Authentication
    • User Cannot Logon
    Activation Date The date and time the user account was created. Format is dd/mm/yyy HH:MM:SS.
    Deactivation Date

    The date and time the account was deactivated. Format is dd/mm/yyy HH:MM:SS.

    User accounts have the following properties:

    • Indicates how users are logged onto the CxQM system using one of these:
      • Local Authentication
      • Windows Authentication using existing Windows ID and passwords that the user uses daily to logon to their workstation
      • User Cannot Logon
    • Identify the user by User Name and ID to associate and track activities throughout the CxQM system.
    • Associate a user’s Agent ID and email address for additional CxQM Quality Management (CxEvaluate) features.
    • Users are assigned one of the three default user roles allowing access to features such as playback of interactions, evaluations of interactions and running reports.
    • Users will be able to playback calls or view evaluations based on the resources that are assigned to the user account. These resources may be individually assigned or may be groups of agents or dialed numbers.
    • Administrators are allowed to search for and playback any recording using the Unrestricted Resources permission removing the need to manage resource assignments for that user.
    • Users with email addresses may be sent notifications of evaluations that have been completed, as well as any learning or coaching assignments.
    • Sorting is available by selecting the header at the top of each column. The first click will sort ascending, the second click will sort descending, and the third click will return to the default sort.
    • Quick filters are available to refine a search. Click on the Filter Icon in the header of each column.

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