Manage Users for U-Capture

Add Users For U-Capture

Users in X-Platform are synced with your external directory, adding a user to your external directory in a synced location/group will be replicated in your X-Platform. X-Platform also supports the ability to add users manually, either one User at a time (manually), or multiple Users at a time (using a CSV import).

The access and permissions a user has are initially set when the user is created, these can be updated by an Account Administrator whenever required - see Update Users for information how to make changes to existing users, including their access and permissions.

U-Capture also allows access permissions to be based on what group they are part of, to do this add your users to the relevant node in Organization Hierarchy effectively adding them to a group.

See Organization Hierarchy for more information on how to add users to groups and add new groups.
See Access Policies for more information on creating and assigning access permissions to Users and Groups using Policies.

To Add a User Manually:

Go to Configuration > Admin > Users, and click + Add User.
Enter the General Information for your new user, First name, Last name, and Email.
Under Roles select all the roles that you would like the user to have.
Note
Selecting Manager, Customer Service Agent, and/or Sales Agent opens additional User Role Attributes, more information on each role's configurable attributes is provided in the table below.
If required, click the Additional Settings drop down to enter the following optional settings:
- Alias: a friendly name for the new user.
- User Type: a custom description for the type of user.
- Title: the title of the user.
- Data access policy reference: select an Access Policy to add the user to - this is in additional to any policy that is actively applied to a group that the new user will be added to later in Organization Hierarchy.
- External reference ID: any external ID, useful for identifying the user based on an external ID.
- Department: a descriptive field to show the department that the user is part of.
  Note
  As this is a descriptive field, adding the user to a department here will not reflect in the Organization Hierarchy and therefore not impact the users access permissions.
- Division: what division the user is part of.
- Phone and Ext: useful for when the role does not require the phone extension to be added (such as account administrator) but it would be useful to include the User's phone and extension in the system.
When you're happy with your new user, click Add User. The user will then be added to the list of users.

Role/User Role Attribute	Description
Manager
Phone Extension	Add the extension for the manager user.
Assign Agents/Manager to Manager	Add agents and managers under the new user's supervision. Search the list of Available users in the system (if the user is an agent or a manager is shown next to each user), click the + to add the agent under the new user (this will grant the manager access to the agents calls), to move the agent back simply click the - next to the Selected agent. Caution If adding a pre-existing manager to the new manager, the users under the pre-existing manager will need to be re-added).

Customer Service Agent
Assigned Manager	Assign a Manager to the Agent.
Phone Extension	Add the extension for the Agent.
Skill ID	Assign a Skill ID to the Agent.
User CRM Id	Add the CRM ID to the Agent.
Station Code	Add the Station Code for the Agent.

Sales Agent
Assigned Manager	Assign a Manager to the Agent.
User CRM Id	Add the CRM ID to the Agent.
Station Code	Add the Station Code for the Agent.

To Add Multiple Users Using CSV Import:

Go to Configuration > Admin > Users > and click + Import Users.
Presuming you are new to importing users using a CSV file, we recommend downloading the template to get started, click Download this template to assist to download the template.
Open the template and add your users according to the template.
- First Name, Last Name, and Email are required.
- Multiple Roles are delimited by ; - the role options are Account Administrator, Analyst, Auditor, Customer Service Agent, Data Scientist, Developer, Manager, and Sales Agent.
- The remaining settings are optional, and can be updated later in the Users list.
- To assign the user to an access policy, add the name of the policy under Data Access Policy Reference.
When you're happy with your CSV file, return to the + Import Users panel and Select CSV file, either by dragging and dropping the file into the box or by clicking choose file.
Once the file is uploaded and you're happy to add the users, click Start Import.
The import will run and when it's finished you will see an Import Summary, it will show a list of imported users (and the quantity of imported users), as well as show any errors.
Click Close import window to finish, or click the Start over button to start the import process from the beginning.

Update Users for U-Capture

Note

For U-Capture, access permissions are not only managed through user roles, they are also provided through Access Policies using call Filters and Claims - see Access Policies for more information.

From time to time you may need to update your users for various different reasons, if it's name changes, restructure, or anything else, X-Platform provides a method to update your users accordingly.

At anytime, users can be updated from within the application, with immediate effect. If your users are synced with an external directory, changes in the directory will be reflected in X-Platform when the system syncs.

Users can be updated one at a time or (for applicable actions such as adding/removing roles, deactivating users, and/or deleting users) in bulk, see below for instructions To Update a Single User, or To Update Users in Bulk from inside X-Platform.

To Update a Single User:

Go to Configuration > Admin > Users. A summary of all Users is shown in the Users list.
Find the user you want to update, use the Search box to search the list or use the Name and E-Mail columns to sort the list.
Click on the User's Name, this will open a page with the users General Information, Roles, and Additional Settings.
From here make any changes to the user.
Note
- Updating a Manager User (M1), and assigning a Manager (M2) under that Manager (M1), the agents reporting to the manager that you're not updating (M2) will have their agents removed from their reporting line.
- Changing or adding to the Department field will not reflect in the Organizational Hierarchy.
When you're happy with your changes, click Update User. The changes will be applied to the user immediately.

To Update Users in Bulk:

Bulk actions include Add roles, Remove roles, Deactivate users, and Delete Users.

Go to Configuration > Admin > Users. A summary of all Users is shown in the Users list.
Find the users you want to update, use the Search box to search the list or use the Name and E-Mail columns to sort the list.
Select the users that you want to update using the tick boxes to the left of each user.
Click Bulk actions, and select one of the following actions:
- Add roles: Select the roles to add to the selected users, and click Add roles. All roles ticked will be added to the users, you do not need to tick roles that the users already have - leaving roles un-ticked will not remove those un-ticked roles from the selected users.
  Note
  The Manager, Customer Service Agent, and Sales Agent roles have additional settings to configure - these additional settings are set on a per user basis.
- Remove roles: The roles that every selected user currently has will be pre-ticked, un-tick the roles that you want to remove from the selected users.
- Deactivate users: Remove all access from any and all Uniphore applications for all selected users, you will be prompted for confirmation.
- Delete users: Permanently delete all selected users from any and all Uniphore applications, you will be prompted for confirmation.
  Warning
  Deleting users can not be undone.

Deactivate or Delete Users

All X-Platform user accounts can be reviewed in Configuration > Admin > Users. This provides for direct "account intervention" if needed, such as "forced" account removal.

To Review X-Platform User Accounts:

Login to X-Platform as an Account Administrator and go to Configuration > Admin in the side menu and click into the Users tab.
A summary of all users is shown in the Users list. Simply click an individual user's name to review their details. Use the columns and search box to sort and search the list as needed.
If needed, you can remove Deactivate or Delete User Accounts:
- Select one or more Users in the list and click Bulk actions to make changes to all selected Users.
- Click the three dots to the right of a user and select Deactivate User to to block the user from accessing the system, or select Delete User to permanently remove the individual user from the system.
  Deactivating users takes effect immediately, if you want to reactivate a user or users simply select the deactivated user/s, click the three docs and click Activate User.
  After clicking Delete User you will be prompted to confirm, note that deleting a user is an irreversible action.
Note
After you delete a user, if you still have the external user authorized in your External Directory Services, the user account will be recreated when the system syncs with your directory, ensure that the user is removed from the synced directory location to avoid the user being recreated in X-Platform.

User Passwords

Note

If you need to remove a user's access, changing their password is not the way to go, instead see Deactivate or Delete Users to either Deactivate or Delete the user.

Resetting a user's password is relatively straight forward. From the application, users with the Account Administrator Role can send password reset links to user email addresses (instructions below), however this will likely be infrequent as users can click Forgot Password? on the login page, where they can enter their email address to receive a password reset link without an administrator present.

To Reset a User's Password:

Go to Configuration > Admin > Users.
Using the Search bar, search for the user that needs their password resetting.
Click the three dots to the right of the user, and click Send Reset Password Link. As you'd expect, this will send an email to the user with a link to reset their password.

Once the user receives the password reset link they can follow the link to reset their password.

In this section:

Uniphore Customer Portal

Manage Users for U-Capture

Add Users For U-Capture

Note

Note

Caution

Update Users for U-Capture

Note

Note

Note

Warning

Deactivate or Delete Users

Note

User Passwords

Note

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