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.

Importing user accounts

You can bulk import a list of users from a CSV file. First, create a CSV file of users and user properties following the user template. The CSV file can be created in a spreadsheet or text editor.

To import a list of new user accounts from a CSV file that you have created, click CSV import. Navigate to the file on your computer, then click Upload.

You can view the new user accounts on the Users page.

The user account template

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.

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.

Modifying user account properties

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

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.

User Profile

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