New User page field descriptions

Last Updated : Jul 09, 2024 |

Fields

Description

Account

The account or account hierarchy associated with the 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

The first name of the user.

Last Name

The last name of the user.

Display Name

The display name of the user.

Email Address

The email address of the user.

Properties

Fields

Description

Login ID

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.

Password

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. Application Center Administration does not allow users to reuse the last configured password when changing the current password.

Confirm Password

The password that you typed in the Password field.

Profile

The user profile associated with the user. You must select a profile to open the Features area. 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

Administrator

An administrator that configures all contact center functionality in Application Center Administration for the tenant account. In the documentation, this type of administrator is also referred to as "account administrator". This administrator also uses Orchestration to design flows, and Automation for self-service configuration.

Agent

An agent that uses Avaya Workspaces to handle customer interactions.

Business Analyst

A user who has the permission to create, view, and deploy workflows.

Historical Reporting_Advanced

An advanced reporting user that uses Analytics for Avaya Experience Platform™ Public Cloud to run historical reports.

Historical Reporting_Basic

A basic reporting user that uses Analytics for Avaya Experience Platform™ Public Cloud to run historical reports.

Historical Reporting_Consumer

A consumer reporting user that uses Analytics for Avaya Experience Platform™ Public Cloud to run historical reports.

Reporting_Administrator

A user can manage and run real-time reports in Avaya Workspaces. Reporting Administrator can make the created views and dashboards private or public. Other users can access public views and dashboards. You must assign this role to Supervisors.

Only users with the Supervisor, Reporting_Administrator, and Reporting_Supervisor roles assigned can manage and run real-time reports. Administrators cannot run real-time reports. You can also assign a combination of Agent, Supervisor, and Reporting_Administrator or Reporting_Supervisor roles to users that you want to run reports and also handle interactions.

Reporting_Supervisor

A user can manage and run real-time reports in Avaya Workspaces. Reporting Supervisor can only create private views and dashboards. Other users cannot access private views and dashboards. You must assign this role to Supervisors.

Only users with the Supervisor, Reporting_Administrator, and Reporting_Supervisor roles assigned can manage and run real-time reports. Administrators cannot run real-time reports. You can also assign a combination of Agent, Supervisor, and Reporting_Administrator or Reporting_Supervisor roles to users that you want to run reports and also handle interactions.

Supervisor

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

Workspaces Admin Widgets Administrator

An administrator that manages Avaya Workspaces features such as layouts and widgets.

Fields

Description

Member Of

Select the group which members are the users assigned to this profile.

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 a member from the group if the user is moved from a lower level to a 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 add a maximum of five emergency locations for one user and set one of them 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.

User Features

Option

Fields

Description

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.

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 voice 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.

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 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 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 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 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.

Recorder

–

This setting is inherited from the profile. Move the slider to disable the feature for this user.

To disable the feature, you must manually delete the user from the Avaya Experience Platform™ Workforce Engagement administration.

To enable the Call Recording feature for outbound calls, you must first configure it for inbound calls. For more information about configuring the Call Recording feature for inbound calls, see the profile and user configuration procedures under Avaya Experience Platform™ basic configuration for voice.

Open Recorder Administration

Click this option to access the Avaya Experience Platform™ Workforce Engagement administration UI. Sign in with the login ID that you entered earlier on this page. To create a user, see the Avaya Experience Platform™ Workforce Engagement online help.

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.

Note:

For Proactive Outreach, only the queue assigned to the user profile must be assigned to the user. Do not assign more queses to the user.