New User page field descriptions

Last Updated : May 15, 2024 |

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

Identity

Fields

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.

Membership

For more information about user roles and permissions, go to User Roles.

Roles

Description

Agent

An agent that uses Avaya Workspaces to handle customer interactions.

Supervisor

A supervisor that manages agents within the contact center. Supervisors can use Avaya Workspaces to manage agents on their team.

Fields

Description

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.

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.

User Features

Fields

Description

Agent Login Id

Enter the agent login ID.

Agent Password

Enter the agent password.

Agent password for the login ID. You can type digits from 0 to 999999999.

Extension Number

Enter the extension number for the agent.

Communication Profile Password

Enter the communication profile password.

Communication Profile password length must be between 2 to 256.

Communication Addresses

Add Address

To add multiple communication addresses.

Address

Type

Default

To assign a specific communication address as the default address, click in the address row and click Set as default.

Option

Fields

Description

Hybrid Voice

-

This setting is inherited from the profile. Move the slider to enable or disable the voice channel for this user.

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 the check box to enable after contact work on all chat interactions for this user. When you enable after contact work, the agent automatically enters the after contact work state after the interaction ends. The agent can view the interaction transcript in Avaya Workspaces to review the conversation details.

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 for 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 the check box to enable after contact work on all email interactions for this user. When you enable after contact work, the agent automatically enters the after contact work state after the interaction ends. The agent can view the interaction transcript in Avaya Workspaces to review the conversation details.

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 for 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 the check box to enable after contact work on all messaging interactions for this user. When you enable after contact work, the agent automatically enters the after contact work state after the interaction ends. The agent can view the interaction transcript in Avaya Workspaces to review the conversation details.

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 50 queues to a user.