Navigating User Management

This tutorial introduces each section of User Management and describes what to expect in that section. If you don't have access to User Management, you won't see the User Management menu when you log in. User Management contains the users, roles, skills, and groups.

  You will see the message "No Results Found" anytime there hasn't been anything created for the page you are viewing.For example, if no one has created any skills in your tenant, "No Results Found" is listed in Skills Management.

If you have the VIEW_ALL_USERS permission, which is included in the Administrator role, you can find the list of users in your tenant in User Management > Users. You can also customize how the list appears for you.

CxEngage user management menu

  Object Description

User search

In the search box, begin entering the name of the user you are searching for. The user list shortens to only show the users that match your search term.

Create Click Create to add a new user to your tenant. You must have the VIEW_ALL_ENROLLMENTS permission, which is included in the Administrator role, to see this button. See Adding Users.
Actions

Enables you to make changes to multiple items at one time. Select the checkbox next to the item's name or click Actions and select one of the following:

  • Select All Visible: Selects the checkbox next to all the items on the current page of items you are viewing. For example, if you are looking at page 2 of 4 pages of results, only the items on page 2 are selected.
  • Unselect All Visible: Clears the checkbox next to all the items on the current page of items you are viewing. For example, if you are looking at page 2 of 4 pages of results, only the items on page 2 are cleared.
  • Select All: Selects the checkbox next to all of the items for the given management page. If there are multiple pages of results, the items on all the pages are selected.
  • Unselect All: Clears the checkbox next to all of the items for the given management page. If there are multiple pages of results, the items on all the pages are cleared.

After you've selected all of the items you want to update, select the changes you want made in the Bulk Actions side panel that opens and click Submit.

If you don't have permission to manage user accounts, you won't see the Action button.
Columns

Choose which columns show in the list. Select the checkbox next to the columns you want to see. Clear the checkbox next to the columns you don't want to see. Click All to select all of the checkboxes or deselect All to clear all of the checkboxes.

The user's display name. The user is addressed by this name in email notifications and in the "Welcome back" greeting in CxEngage. Click the user's name to open the user detail side panel with more information about the user.

The email address that is sent any email notifications from CxEngage as well as the email address that the user logs in with.

The External ID is the resource's ID from a third-party system like Salesforce. Only include the External ID if you're integrating CxEngage with a third-party system.

The number of skills assigned to the user. To see which skills a user has, click the user's name to open the user details panel.

The number of groups that the user is part of. To see which groups a user has, click the user's name to open the user details panel.

The user role that the user is assigned, which determines the level of permission they have in CxEngage.

The user's state in the Agent Toolbar. Their state can be: Busy, Ready, Not Ready, Allocated, or Offline. If the user hasn't accepted an invitation to the tenant yet, a status isn't listed.

The user's platform status from the current tenant's perspective:

  • Pending Invite: The user is added to CxEngage, but an invitation hasn’t been sent to them yet.
  • Invited: An invitation has been sent to the user. They haven’t accepted the invitation yet nor has the invitation expired. Platform Authentication is enabled for the user on the current tenant.
  • Expired invitation: An invitation has been sent to the user, but the invitation has expired. A new invitation must be sent. Platform Authentication is enabled for the user on the current tenant.
  • Enabled: Platform Authentication is enabled of this user on the current tenant and they have created a password for their account.
  • Disabled: The user account is disabled on CxEngage. If their CxEngage status is Disabled, the user’s status on all tenants that they’re part of is also Disabled.
  • SSO Only: Platform Authentication is disabled for this user on the current tenant

This is the user's status in the tenant. The available statuses are:

  • Enabled: They have been invited to the tenant and currently have access to the tenant. This is the default status when a user accepts an invitation.
  • Disabled: They have been invited to the tenant, but no longer have access to the tenant.
  • Pending: They have been sent an invitation, but haven't accepted yet.
User list

See a list of the users in your tenant. Click a user in the list to open the user details panel for more information about the user such as their skills and

 

If there are users that you are expecting to see, but are not, check to see if you have refined the list with a search term or filtering. If filtering is applied, click Clear all filters. If a search term is entered, clear the search field.

See Customizing List Views for more information on sorting and filtering.
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Role Management provides a list of user roles that exist in your tenant. You must have the VIEW_ALL_ROLES permission, which is included in the Administrator and Supervisor roles, to see all of the roles that exist in your tenant.

CxEngage role management menu

  Object Description
Search In the search box, begin entering the name of the role you are searching for. The list shortens to only show the roles that match your search term.
Create Click Create to add a user role to your tenant. You must have the MANAGE_ALL_ROLES permission, which is included in the Administrator role, to see Create and to create a new role. See Creating Roles
Columns

Choose which columns show in the list. Select the checkbox next to the columns you want to see. Clear the checkbox next to the columns you don't want to see. Click All to select all of the checkboxes or deselect All to clear all of the checkboxes.

The name of the role.

An optional field to enter what the role can do or is used for. If you created user roles for your tenant, this shows the description that you entered. If a description wasn't entered, this field is blank.

The number of permissions granted to users with that role. Click the user role to see more information including the list of permissions that are granted to the specific role.
Role list

See a list of the roles available in your tenant based on the columns selected, filtering applied, and sorting (ascending or descending) applied. Click a role in the list to open the role details panel for more information on the role including which permissions the role has.

 

If there are roles that you are expecting to see, but are not, check to see if you have refined the list with a search term or filtering. If filtering is applied, click Clear all filters. If a search term is entered, clear the search field.

See Customizing List Views for more information on sorting and filtering.
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Skill Management provides a list of the skills that exist in your tenant. Both enabled and disabled skills are included in the list. To see Skills Management, you must have the VIEW_ALL_SKILLS permission, which is included in the Administrator role.

CxEngage skill management menu

  Object Description
Search In the search box, begin entering the name of the skill you are searching for. The list shortens as you type to show the skills that match your search term.
Create Click Create to add a new skill to your tenant. You must have the MANAGE_ALL_SKILLS permission, which is included in the Administrator role, to see this button. See Creating Skills.
Actions

Edit multiple skills at once to:

  • Enable or disable the skills
  • Enable proficiencies on skills

You must have the MANAGE_ALL_SKILLS permission, which is included in the Administrator role, to see and use Actions.
Columns

Choose which columns show in the list. Select the checkbox next to the columns you want to see. Clear the checkbox next to the columns you don't want to see. Click All to select all of the checkboxes or deselect All to clear all of the checkboxes. Any users with the VIEW_ALL_SKILLS permission, such as Administrators, can customize their columns.

The name of the skill.

A description of the skill. If you created your own user roles for your tenant, this shows the description that you entered. If a description wasn't entered, this field is blank.

The number of users that have this skill assigned to them.

Whether proficiency is enabled for the skill. The options are:

  • Yes: Proficiency is enabled. Resources can have the skill at various levels indicated by a number. See Skill Proficiency.
  • No: Proficiency is not enabled, so the resource either has the skill or they do not.

Whether the skill is Enabled or Disabled.
Skills list

See a list of the skills available in your tenant based on the columns selected, filtering applied, and sorting (ascending or descending) applied. Click a skill in the list to open the skill details panel for more information including which users have the skill.

 

If there are skills that you are expecting to see, but are not, check to see if you have refined the list with a search term or filtering. If filtering is applied, click Clear all filters. If a search term is entered, clear the search field.

See Customizing List Views for more information on sorting and filtering.
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Group Management provides a list of the groups that exist in your tenant. Both enabled and disabled groups are included in the list. You must have the VIEW_ALL_GROUPS permission, which is included in the Administrator and Supervisor roles, to see Group Management.

CxEngage group management menu

  Object Description
Search In the search box, begin entering the name of the group you are searching for. The group list shortens as you type to only show the groups that match your search term.
Create Click Create to add a group to your tenant. You must have the MANAGE_ALL_GROUPS permission, which is included in the Administrator role, to see this button. See Creating Groups.
Actions Actions allow users with the MANAGE_ALL_GROUPS permission, such as administrators, to make bulk changes, such as marking groups as enabled or disabled. If you are not an administrator, you can't see the Action button.
Columns

Choose which columns show in the list. Select the checkbox next to the columns you want to see. Clear the checkbox next to the columns you don't want to see. Click All to select all of the checkboxes or deselect All to clear all of the checkboxes. The options are:

The name of the group.

A description of what the group can do or is used for. This is an optional field. If a description wasn't entered, this field is blank.

The number of users in a group. To see which specific users are in a group, click the group name.

Identifies whether the group is enabled or disabled.
Group list

The list shows the groups that are available in your tenant based on the columns selected, filtering applied, and sorting (ascending or descending) applied. Click a group in the list to open the skill details panel for more information on the skill including which users are part of the group.

 

If there are groups that you are expecting to see, but are not, check to see if you have refined the list with a search term or filtering. If filtering is applied, click Clear all filters. If a search term is entered, clear the search field.

See Customizing List Views for more information on sorting and filtering.
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Watch the CxEngageTraining video to see this in action:

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