User Management

Add users

Users can be created via the CX user management page which will also create a user record in Amazon Connect.

• Log into CX as user with CX Manager permission
• Under Settings, click Manage Users. The list of users will open
• Select the ‘Add User’ button in the top right, and enter the following fields:
  1. First Name
  2. Last Name
  3. Email Address
  4. Phone Number
  5. Contact Centre Role - Agent, Supervisor or Manager:
     • Agent - basic contact center agent functionality, including CX Insights Wallboard (if enabled)
     • Supervisor - Agent, plus extended CX Insights dashboards - ‘Analytics’ and 'Performance Today'
     • Manager - Supervisor, plus user management
  6. Amazon Connect Login Name
  7. Amazon Connect Security Profile
  8. Amazon Connect routing Profile
  9. Password (if instance is not SSO-Enabled)
• Select Save

Edit users

To edit a CX user, follow the steps below

1. Log into CX as user with CX Admin permission
2. Under Setting, click Manage Users. The list of users will open
3. Look for the user in the list, or click the Search icon and type in the name or username
4. Click the three dots (ellipsis) on the far right of the user & select the 'Edit' action. Note, if there is not an ellipsis showing, this indicates the user is externally managed (via SCIM)
5. Update fields as required for the user
6. Click Save

Delete users

To delete a CX user, follow the steps below

1. Log into CX as user with CX Admin permission
2. Under Setting, click Manage Users. The list of users will open
3. Look for the user in the list, or click the Search icon and type in the name or username
4. Click the three dots (ellipsis) on the far right of the user & select the ‘Remove’ action. Note, if there is not an ellipsis showing, this indicates the user is externally managed (via SCIM)
5. Choose to delete the user’s Amazon Connect user by ticking ‘Keep their Amazon Connect user account’
6. Click Remove to confirm removing the user