New User page field descriptions

Last Updated : Jan 21, 2025 |

The following table lists and describes the fields on the Users page that Application Center Administration displays when you create a new user or edit an existing user.

Basic settings

Field	Description
Account	Select the account, or account hierarchy to create a user. By default, the page displays the account hierarchy selected on the Users page. You can change the account or account hierarchy from this field.
First Name	Enter the first name of the user. You can customize this field to change the first name of the user.
Last Name	Enter the last name of the user.
Display Name	Enter the display name of the user.
Email Address	Enter the email address of the user.
Login ID	Enter the login ID of the user. This field consists of two parts. The login ID and the domain. The domain name comes from the account. You can customize this field to change the login ID of the user.
Password	Enter the password of the user. You must enter a password with at least 8 characters, 1 uppercase, 1 lowercase, 1 digit, and 1 special character. Passwords expire every 90 days. User passwords expire every 90 days. When a password expires, users must create a new password. The new password cannot be the same as the previous password.
Confirm Password	Enter the password that you entered in the Password field.
Profile	Select a profile for the user. You must select a profile to enable the Features section. Depending on the profile configuration, different channel options appear in the Features section.
Resource Partitions	Select one or more resource partitions from the list. When you associate multiple resource partitions, you can use the Select Default Caller ID option to select one of the caller IDs from the list of resource partitions and their caller IDs. You can dissociate the selected default caller ID from the user or user profile. Additionally, if you delete a resource partition whose caller ID you set as default, the default caller ID gets deleted automatically.

Membership

Field	Description
Roles	Select the roles that you want to associate with the user. You can select multiple roles for a user. For more information on the available options in the Roles list, see Roles.
Member Of	Select the group that users assigned to this profile are members of. You can select multiple groups in a profile. When you assign a profile to a user, the user becomes a member of these groups. Ensure that you assign only up to 2,000 users to a single profile. You can remove group from member of, if user is moved from lower level to higher level hierarchy.
Owned Groups	Select the groups that this user owns. For example, if you are adding a supervisor select the user groups that contain the agents that report to this supervisor. Important: Do not remove group from owner of if user is moved from lower level to higher level hierarchy.

Field

Description

Roles

Select the roles that you want to associate with the user.

You can select multiple roles for a user.

For more information on the available options in the Roles list, see Roles.

Member Of

Select the group that users assigned to this profile are members of.

You can select multiple groups in a profile. When you assign a profile to a user, the user becomes a member of these groups.

Ensure that you assign only up to 2,000 users to a single profile.

You can remove group from member of, if user is moved from lower level to higher level hierarchy.

Owned Groups

Select the groups that this user owns. For example, if you are adding a supervisor select the user groups that contain the agents that report to this supervisor.

Important:

Do not remove group from owner of if user is moved from lower level to higher level hierarchy.

Address

Use this section to add an emergency location for the user.

You can select an existing account address or create a new address for the user. You can add a maximum of five emergency locations for one user. A maximum of four out of the five addresses can be account addresses, one or more can be new user addresses.

You must set one of the addresses as default. If you do not add an emergency location when creating a user, Application Center Administration assigns the default emergency location of the account to the user.

For more information about emergency locations, see Emergency calling.

User Features


Channel or component	Feature or button	Description
Chat	—	This setting is inherited from the profile. Move the slider to enable or disable the chat channel for this user.
	Auto Answer	Select the check box to enable auto answer on all chat interactions for this user. When you enable auto answer, chat interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.
	Multiplicity	Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.
	After Contact Work	Select an After Contact Work (ACW) mode on all interactions for the agent. The ACW mode that you select for the agent determines the duration for which the agent enters the After Contact Work state after their customer interaction ends. Agents can view the interaction transcript in Avaya Workspaces to review the interaction details. From the Mode list, select one of the following: Default: Enable the default ACW mode configured for this channel. Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default duration of 120 seconds. Manual: Allow agents to manually end their ACW state. Disabled: Disable the ACW state for this agent. Select the Override Queue Level After Contact Work option to override the ACW mode configured at the queue level.
Email	—	This setting is inherited from the profile. Move the slider to enable or disable the email channel for this user.
	Auto Answer	Select the check box to enable auto answer on all email interactions for this user. When you enable auto answer, email interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.
	Multiplicity	Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.
	After Contact Work	Select an After Contact Work (ACW) mode on all interactions for the agent. The ACW mode that you select for the agent determines the duration for which the agent enters the After Contact Work state after their customer interaction ends. Agents can view the interaction transcript in Avaya Workspaces to review the interaction details. From the Mode list, select one of the following: Default: Enable the default ACW mode configured for this channel. Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default duration of 120 seconds. Manual: Allow agents to manually end their ACW state. Disabled: Disable the ACW state for this agent. Select the Override Queue Level After Contact Work option to override the ACW mode configured at the queue level.
Chat and Messaging	—	This setting is inherited from the profile. Move the slider to enable or disable the messaging channel for this user.
	Auto Answer	Select the check box to enable auto answer on all messaging interactions for this user. When you enable auto answer, messaging interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.
	Multiplicity	Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.
	After Contact Work	Select an After Contact Work (ACW) mode on all interactions for the agent. The ACW mode that you select for the agent determines the duration for which the agent enters the After Contact Work state after their customer interaction ends. Agents can view the interaction transcript in Avaya Workspaces to review the interaction details. From the Mode list, select one of the following: Default: Enable the default ACW mode configured for this channel. Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default duration of 120 seconds. Manual: Allow agents to manually end their ACW state. Disabled: Disable the ACW state for this agent. Select the Override Queue Level After Contact Work option to override the ACW mode configured at the queue level.
Recorder	—	This setting is inherited from the profile. If Avaya has enabled Avaya Voice Recording for your account, then call recording will remain active for the profile or user configuration even if you disable the feature. Similarly, if Avaya has enabled Verint Workforce Engagement voice recording for your account, then call recording will remain active for the profile or user configuration even if you disable the feature.
Recorder	Open Recorder Administration	Click this option to access the Verint Workforce Engagement administration portal. You must have an Verint Workforce Engagement employee profile to access the portal. For more information about creating users and searching for agent recordings on the Verint Workforce Engagement administration portal, see the Verint Workforce Engagement online help documentation.
Voice	—	This setting is inherited from the profile. Move the slider to enable or disable the voice channel for this user.
	Auto Answer	Select the check box to enable auto answer on all voice interactions for this user. When you enable auto answer, voice interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.
	After Contact Work	Select an After Contact Work (ACW) mode on all interactions for the agent. The ACW mode that you select for the agent determines the duration for which the agent enters the After Contact Work state after their customer interaction ends. Agents can view the interaction transcript in Avaya Workspaces to review the interaction details. From the Mode list, select one of the following: Default: Enable the default ACW mode configured for this channel. Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default duration of 120 seconds. Manual: Allow agents to manually end their ACW state. Disabled: Disable the ACW state for this agent. Select the Override Queue Level After Contact Work option to override the ACW mode configured at the queue level.
	Voice Priority	Select the check box to enable voice priority on all voice interactions for this user. By default, the Voice Priority feature is disabled. Any changes to the setting while the agent is logged in will not be applied until the agent logs out and logs in again. When you enable voice priority for this user, the agent does not receive any new digital interactions until the current active voice interaction is completed. The agent can continue to work on any existing digital interactions during the voice interaction. After the voice interaction ends, the agent is available for new digital interactions. If After Contact Work (ACW) is enabled for this user, the agent is not available for digital interactions until the ACW ends.
	Agent Location	Select a location for the agent. When you select a location, the routing rules and the BYOC+H outbound trunk for that location apply to that agent. This includes routing priority, preferred prefixes, and dialing restrictions.

Other settings

Field	Description
Matching Attributes	Select the attributes to assign to this user.
Queues	Click Add Queue to assign queues to the user. Select the queue to assign from the Queue Name field and enter a proficiency level in the Proficiency field. A proficiency level that determines which queue an agent is most proficient in handling interactions for. Assign a value between 1 and 16, with 1 representing the highest proficiency level. You can assign a maximum of 150 queues to a user.

Field

Description

Matching Attributes

Select the attributes to assign to this user.

Queues

Click Add Queue to assign queues to the user.

Select the queue to assign from the Queue Name field and enter a proficiency level in the Proficiency field. A proficiency level that determines which queue an agent is most proficient in handling interactions for. Assign a value between 1 and 16, with 1 representing the highest proficiency level.

You can assign a maximum of 150 queues to a user.

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