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Uniphore Help Center Portal

User Management

User account management serves as the unified administrative interface, providing centralized control over all user-related functions within the application.

This functionality is intended for system administrators, IT teams, and other qualified stakeholders who maintain user access permissions, such as adding, updating, and removing users from the organization.

Create Users

To Create Users:

Log in to the application. Navigate to the left pane and click Users & Accounts.

On the User page, you can add a user, view all existing users, deactivate a user, delete a user, and send a Reset Password link.

A user should be added with at least one Role. Based on the Role, you can limit the permitted actions for that role. Before assigning a role for a user, review each role (refer to Roles) to understand the tasks that they can and cannot perform.

Note

Use the Add User to add one user at a time. To upload multiple users in bulk, use the Import Users.

Add New User

When you add a new user in Conversation Insights Agent, they can log in and perform actions based on their assigned role(s). Use the Add New User feature to add one user at a time, or use Import User to add multiple users simultaneously.

After adding a new user, an email with a password reset URL is sent to the provided email address. The user can click the URL to open the Create Password dialog and set their new password.

To add a new user:

  1. Navigate to the left menu and select the Admin menu. The Users page will open and display the list of available users. To add a new user, click + Add User. The Add New User page will appear.

    In General Information, add the user’s first name, last name, and email. Assign at least one role to the user. This email ID will be used to log in to the application.

    Note

    Ensure that a valid email address is provided. This address will serve as your application login ID and will also be used to send the password reset link.

    When selecting the roles Customer Service Agent, Manager, and Sales Agent, the User Role Attributes section will appear. For more information, refer to Roles.

  2. In User Role Attributes, provide the following details:

    1. For Customer Service Agent: Select the Assigned Manager and add Phone Extension, Skill ID, User CRM ID, and Station Code of the user.

    2. For Sales Agent: Select the Assigned Manager and add the User's CRM ID and Station Code.

    3. For Manager: Add the Phone Extension and map the Agents and/or Managers who will report to this user.

  3. In Additional Settings, enter the Alias, User Type, and Title, External Reference ID, Department, Division, Phone, and extension of the user. Select an appropriate data access policy.

  4. Click the Add User button to finalize the process.

Import Users

When onboarding into Conversation Insights Agent, you may need to add multiple users simultaneously. You can add an unlimited number of users at once by uploading the CSV file with the user details. The CSV file template can be downloaded from the Import User dialog.

To import users:

  1. Click the Import Users button on the Users Page. The Import Users dialog will open.

  2. Click Download this template to download the CSV file template.

  3. Populate the CSV file with the user information.

  4. Click Start Import to upload the file.

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