Ways to Add Users for Webex Contact Center
You can add users manually, in bulk using the comma-separated value (CSV) files or using the automatic license assignment. Manually you can add up to 25 users, and with CSV, you can add up to 1000 users to your organization for contact center access.
For more details on automatic license assignment, see Set up automatic license assignments in Control Hub.
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Use the automatic license assignment to assign standard or premium license to a user. You can continue to mark a user as a supervisor manually.
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Avoid adding a user to multiple groups as a user requires a single contact center license. If both standard and premium licenses are assigned by adding a user to multiple groups, the premium license applies.
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While configuring automatic license assignment for contact center users, avoid applying the template to the existing users. If applied to existing users, all custom profiles may reset to default user profiles. We recommend that you use the automatic license assignment for new users.
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After updating an existing user's license, it is necessary to synchronize the users with Control Hub. For instructions on how to perform this synchronization, refer to the "Sync Users" section in the Tenant Settings article.
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When a user is deleted on Control Hub, the corresponding contact center user will be deleted automatically.
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Sign in to Control Hub using the URL https://admin.webex.com. |
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From the Services section of the navigation pane, choose
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If you're adding users who used their email address to create a trial account on Webex, delete their organization before adding them to your customer organization.
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Sign in to the customer organization on Control Hub. |
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Go to Users and then click Manage Users. |
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Choose Manually Add or Modify Users and click Next. |
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Perform one of the following steps.
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After you have entered the details of the new users you want to add, click Next. |
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To assign a license to a user, check the Contace Center check box and choose the license type you want to assign to the agent. The available license types are:
For information about Contact Center-specific privileges of all Control Hub administrator roles, see the article Administrator Roles for Webex Contact Center. |
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Click Save. The user receives an email invitation to join the Webex organization. A default user profile provides access to Webex Contact Center features for users with Contact Center licenses or entitlements. For information about user profiles, see the section User Profiles in the Cisco Webex Contact Center Setup and Administration Guide. |
If you're adding users who used their email address to create a trial account on Webex, delete their organization before adding them to your customer organization.
1 |
Sign in to the customer organization on Control Hub. |
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Go to Users and then click Manage Users. |
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Choose Manually Add or Modify Users and click Next. |
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Perform one of the following steps.
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After you have entered the details of the new users you want to add, click Next. |
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To assign a license to a user, check the Licensed agent check box and choose the license type you want to assign to the agent. The available license types are:
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(Optional) To assign administrative privileges to a user in Webex Contact Center, check the Administrator check box.
If you check the Administrator check box, continue with Step 8. |
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To assign either the full administrator or Contact Center service administrator role to a user, do one of the following:
For information about Contact Center-specific privileges of all Control Hub administrator roles, see the article Administrator Roles for Webex Contact Center. |
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Click Save. Based on your organization's settings, the user may receive an email invitation to join the Webex organization. A default user profile provides access to Webex Contact Center features for users with Contact Center licenses or entitlements. For information about user profiles, see the section User Profiles in the Cisco Webex Contact Center Setup and Administration Guide. |
Before you begin
If you have more than one CSV file for your organization, then upload a file. When the task is complete, you can upload the next file.
Some spreadsheet editors remove the + sign from cells when the .csv is opened. You can use a text editor to make .csv updates. If you use a spreadsheet editor, ensure to set the cell format to text, and then add any + signs.
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From the customer view in https://admin.webex.com/, go to Users, click Manage Users, and choose CSV Add or Modify Users. |
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Click Export to download the file and enter the user information in a new line in the CSV file to set either of these licenses:
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Click Import, select your file, and click Open. |
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After the system uploads the CSV file, scroll down and choose either Add services only or Add and remove services and click Submit. |
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After the import is complete, close the Tasks dialog box. |
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Synchronize users to Webex Contact Center Management Portal. Navigate to Synchronize Users. , and click |
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Upload the Agent details in Management portal. For more information, see the Update and Upload Agent Template section in Cisco Webex Contact Center Management Portal User Guide. |