Users

Who should read this article: Administrators

Create users and manage access and account properties.

Introduction

A user is anyone who works in your contact center who administers the contact center, supervises agents, analyzes data, or handles interactions (agents). Manage user accounts in the Users page. To access the Users page, from the Voiso main menu, navigate to Users > Users.

The following information is displayed for each user:

Extension

You must assign an extension to every user who will handle transfer, consult, and conference calls from other users. Although agents may search for users and queues by name in the Agent Panel, Voiso requires the target to have a unique extension to route transfer, consult, and conference calls.

Adding a user

There are two ways to add users to your contact center. The first is to manually add users one at a time, and the second is to import a CSV of user properties.

To add a single user, from the Voiso main menu, navigate to Users > Users then, to display the Add user page, click Add new user. Specify the user properties, then click Save.

On this page you can specify the following user properties:

Adding WhatsApp outbound channels

If you assign the WhatsApp channel to a user, in the Channels section, the WhatsApp Outbound Channels section is added to the Add user or Edit user page.

Use the WhatsApp Outbound Channels section to specify which WhatsApp outbound channel the agents uses to send outbound messages. To specify a channel, follow these steps:

1. On the Add user or Edit user page, in the Channels section, click Edit.
2. In the Edit channels panel, enable WhatsApp.
3. Click Save.
4. Scroll to the WhatsApp Outbound Channels section, then click Edit.
5. In the Edit WhatsApp channels, select one or more WhatsApp channels.
6. Click Save.

Bulk user accounts

To add multiple users simultaneously, you can bulk import a list of users from a CSV file.

Preparing the CSV file

Start by creating a CSV file of users and user properties based on the user template. You can create this file using a spreadsheet application or a text editor. Ensure that the file adheres to the template format to avoid errors during the import process.

Importing the CSV file

To import a list of new user accounts:

1. Click CSV import on the Users page.
2. Navigate to the CSV file saved on your computer.
3. Click Upload to import the user accounts.

Once the import is complete, the new user accounts will appear on the Users page.

The bulk user account template

The users template contains all the fields required for creating new users or modifying existing users.

To download a template that you can use to create multiple users, click Download CSV template. Open the template file in a spreadsheet or text editor and add all your users to the file.

The following table lists the fields in the bulk user import file and template, provides sample values, and indicates which fields must contain values.

Modifying user account properties

There are two ways to modify user account properties: the first is to manually edit a user profile, and the second is to import a CSV file of user properties to overwrite the properties of existing users.

Manually modifying a single user account

To manually edit a user account, click the name of the user in the Agent name column to open the Edit user page. Modify the user properties as needed, then click Save.

Automatically modifying bulk user accounts

To automatically modify multiple user accounts, follow these steps:

1. Navigate to Users > Users.
2. On the Users page, click Export CSV. A CSV file containing a list of all users and their settings is downloaded to your device.
3. Edit the fields as needed for one or more users and save the file.
4. On the Users page, click Import CSV. Refer to /v1/docs/users-users#importing-the-csv-file.

Exporting user accounts

You can export a list of users as a CSV file. The format of the file follows the user template CSV file. You can view the file in a spreadsheet or text editor. You can make changes to the file and then import it back into the database of users.

User Profile

User's can view some account properties and manage their user interface settings by using the User Profile menu.