Manage ACD User Profiles

Edit an ACD User Profile

1. Click the app selector and select ACD.
2. Go to ACD Users.

3. Click the user profile you want to modify.

4. In the General tab, click Edit.

5. Modify the editable fields as needed. Any other fields that appear on the page are labels only, though some may also be editable in the user's employee profile. If a field is editable both here and in the employee profile, then you can manage the setting in either location as preferred.

   Learn more about fields in this step

   Field	Details
   ID	The system-assigned ID assigned to the user. You cannot edit this value.
   First Name	The first name of the user. You cannot edit this value from the ACD user profile, but you can edit it from the employee profile.
   Middle Name	The middle name of the user. You cannot edit this value from the ACD user profile, but you can edit it from the employee profile.
   Last Name	The last name of the user. You cannot edit this value from the ACD user profile, but you can edit it from the employee profile.
   Status	The status of the user's CXone Mpower account. You cannot activate or deactivate the user account from the ACD user profile, but you can do so from the employee profile.
   Internal ID	The internal ID assigned to the user. This is not a system-assigned ID and can be any number you choose.
   User Type	This field is no longer used.
   Username	The username of the user, in email address format. You cannot edit this value from the ACD user profile, but you can edit it from the employee profile.
   SIP User	If you have configured SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. in your environment, the SIP username of this user in the format sip:user@domain.com.
   Team	The team the user is assigned to. This shows the named of the assigned team. You cannot edit this value from the ACD user profile, but you can edit it from the employee profile.
   Reports to	The user's supervisor or manager. This shows the name of the assigned manager.
   Address line 1	The first line of the address where the user works. Use this field to set up emergency dialing.
   Address line 2	The second line of the address where the user works. Use this field to set up emergency dialing.
   City	The city where the user works. Use this field to set up emergency dialing.
   Zip/Postal Code	The zip code, or postal code, where the user works. Use this field to set up emergency dialing.
   No Fixed Address	Indicates that the user's address is not permanent and should not be used in emergency dialing.
   State/Province/Region	The state, province, or region where the user works. Use this field to set up emergency dialing.
   Country	The country where the user works. Use this field to set up emergency dialing.
   Location	The location assigned to the user. This can be the building the user works in, the floor they work on, or any other location that suits your organization. This setting does not impact emergency calls.
   Termination Date	The date when the user's employment was terminated.
   Rehire Status	Whether the user is Eligible or Not Eligible for rehire in the future.
   Hourly Cost	The user's hourly salary.
   Employment Type	The user's employment type. Possible values are Full-Time, Part-Time, Temporary, Outsourced, or Other.
   Referral	Referral information about the user. You can enter any value you want.
   At Home Worker	Whether the user works remotely.
   Hiring Source	Information about where the user came from. You can enter any value you want.
   Custom Properties	These five generic fields can be customized to meet your own needs. Each field has a character limit of 40.
   Integrated Softphone URL 1-2	These fields are visible only when custom softphone (WebRTC) URLs are enabled for your system. They specify which custom softphone URLs to apply to the ACD user profile.
   URL 1-2 Weight	These fields are visible only when custom softphone (WebRTC) URLs are enabled for your system. If you specified two custom softphone URLs for the ACD user profile, the URL weights mark the importance of the URLs compared to each other. The higher-weighted URL is attempted before the lower-weighted URL.

6. Click Done.

7. Click the Contact Settings tab.

8. Click Edit to set the user's:

   • Contact refusal timeout settings

   • Dialing Pattern

   • Agent phone settings

   • Contact handling restrictions per media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient.

   • MAX Version

   • CXone Agent Version

   Learn more about fields in this step

   Field	Details
   Contact Refusal Timeouts: Phone, Voicemail, Chat, SMS, Email, Work Item, and Digital	The number of seconds the agent can be idle in an active interaction before the interaction times out and transfers to another agent. If you leave any of these blank, the profile inherits the default system value of 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds. If your tenant is enabled for Digital Experience: Chat Refusal Timeout applies to any combination of omnichannel chat, live chat Agents and contacts interact on a real-time basis., and chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply.. Email Refusal Timeout applies to all CXone Mpower email interactions, whether routed through the ACD or through the digital inbox Area where cases appear in the digital interaction workspace in an agent application.. SMS Refusal Timeout applies to all SMS Messaging interactions, whether routed through the ACD or through the digital inbox. Digital Refusal Timeout applies to all other digital interactions. You also need to enable the Present Agent with Accept/Reject checkbox in the routing queue.
   Dialing Pattern	The default dialing pattern assigned to the user. A dialing pattern specifies the way each call is dialed. For instance, a dialing pattern can specify that each call must begin with '1'. Agents do not need to a dial a '1' before every call, because the system automatically prepends it to the number dialed.
   Agent Phone # Timeout	The amount of time an agent's voice path stays connected. This field is set to Default which uses the value specified in the business unit settings. Changing this value overrides the business unit level setting for this user.
   Agent Voice Threshold	The volume level of the agent's voice. This setting helps to accurately distinguish the agent's voice from background noise. The threshold range is based on a custom volume unit computed by the frequency analyzer. Users with proper permissions can change this value themselves through the Voice Threshold tuning setting in MAX.
   Suppress Ringing - Personal Connection	When the agent uses a Personal Connection ACD skill, this setting prevents them from hearing a ringing sound before the system answers the call. Instead, the agent first hears audio when they receive the answered call from the network. This setting overrides the Treat Progress as Ringing skill setting.
   Maximum Concurrent Chats	Available only in a single-contact handling environment. Specifies maximum number of chats the user may engage in simultaneously. It's either the Team Default, or the maximum number of chats allowed for the team to which the user belongs, or a number between 1 and 12.
   Maximum Email Auto-Parking Limit	Available only in a single-contact handling environment, specifies the maximum number of emails the user may contain in the inbox at one time. It's either the Team Default, or the maximum number of emails allowed for the team to which the user belongs, or a number between 1 and 25.
   Contact Handling: Voice, Chats, SMS, Emails, Work Items, Digital	Available only in a dynamic delivery environment, specifies the maximum number of simultaneous contacts the user can handle. The maximum allowed voice contacts is 1 (including phone and voicemail); chats, 12; emails, 25; work items, 25, and digital, 50; . If your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. is enabled for Digital Engagement: Chat applies to any combination of omnichannel chat, live chat Agents and contacts interact on a real-time basis., and chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply.. Emails applies to all CXone Mpower email interactions, whether routed through the ACD or through the digital inbox Area where cases appear in the digital interaction workspace in an agent application.. SMS applies to all SMS Messaging interactions, whether routed through the ACD or through the digital inbox. Digital applies to all other digital interactions.
   Request Contact	Available only in a dynamic delivery environment, enables the user to manually request an additional digital (non-voice) contact, if the current state is Working. This feature isn't currently supported for Digital Experience channels or the CXone Mpower Agent applications.
   Channel Lock	Temporarily locks an agent to the channel they're currently handling. For example, if the agent configured to handle 2 chat interactions and 1 voice interaction has a Total Contact Count of 3, they can receive one voice or two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock will end. The agent will then be able to receive interactions from any configured channel.
   Contact Auto-Focus	Available only in a dynamic delivery, forces MAX to set the active focus to the newest contact after the contact is connected in the interface.
   Analytics Notifications	No longer used.
   Analytics API Key	No longer used.
   MAX Version	The version of MAX you want this agent to use: Default: This is the version you've selected in the Default MAX Version field in your business unit. Previous Current To use this setting, Permit MAX Per-Agent Versioning must be enabled in your business unit.
   MAX Release Preview	Enables the preview version of MAX for the agent in the business unit for the 28-day trial period prior to the official release of the new version. This feature is only available when enabled by your CXone Mpower Account Representative. For more information, see Configuration Tasks.
   CXone Agent Version	The version of CXone Mpower Agent you want this agent to use: Default: This is the version you've selected in the Default CXone Agent Version field in your business unit. Previous Current This setting applies to Agent Embedded, Agent for Microsoft Teams, and Agent Integrated as well. To use this setting, Permit CXone Agent Per-Agent Versioning must be enabled in your business unit.

9. Click Done.

10. Assign skills to the user and set the user's proficiency for each skill. Click Save Proficiencies.

Add Skills to an ACD User Profile

From the users feature, you can add or remove multiple skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. (formerly called routing queues Determine which agents to route digital cases to, using criteria such as the agent having expertise in that type of case. for digital channels) to or from a single user at the same time. If you want to add or remove multiple users from a single skill at the same time, you must do so through the skills feature. Agents using Agent need to have the Digital Engagement attribute enabled and be assigned to a digital skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.

It may take up to five minutes to process changes when a user is enabled to handle digital skills for the first time. If the Digital Engagement attribute is disabled in their user profile or they are removed from all digital skills and later re-added, the five-minute delay also occurs. This means that contacts cannot be routed to the agent until the change is fully processed.

1. Click the app selector and select ACD.

2. Click ACD Users.

3. Click the user profile to which you want to add skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

4. Click the Skills tab.

5. In the Add Skills table, select the checkboxes beside the skills you want to add, and then click Add Skills. To add all skills to the user quickly, click Add All.

6. In the Assigned Skills table, adjust the user's proficiency level in the new skills by clicking the drop-down in each Proficiency field. Click Save Proficiencies.

   If you do not click Save Proficiencies before leaving the page, the skills you added to the user profile will be removed.

Change a User's ACD Skill Proficiency

When you change proficiency levels levels through the users feature, you can change many or all skills assigned to a single user at the same time. If you want to change many or all users assigned to a single skill at once instead, you must do so through the skills feature.

1. Click the app selector and select ACD.

2. Go to  ACD Users.

3. Click the user profile you want to modify to open it.

4. Click the Skills tab.

5. In the Assigned Skills table, locate the ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to modify. In each corresponding row, click the drop-down in the Proficiency field and select the new level you want the user to have.

6. Click Save Proficiencies.

Manage Multiple ACD Users at Once

You can only modify data for users you have permission to view.

Processing bulk record creation or change requests can impact the performance of your system. To reduce the impact, it is recommended that you: 

• Make your bulk upload updates outside of your normal business hours.

• Reduce the amount of data to process by marking the rows that need processing in the Row Changed column in the CSV file. When you upload the file, select Changed Rows Only for Rows to Include.

• Limit your uploads to 1,000 or fewer records per request. If this means uploading in batches, wait for one batch to finish processing before uploading the next.

• Only click the submission button once, even if it takes time to respond.

1. Click the app selector and select ACD.
2. Go to ACD Users.
3. Click Manage Multiple Users.

4. If your organization uses Attendant, you can choose the Users to include and the Fields to include in the template.

5. If your organization uses Attendant, you can select Attendant fields only from the Fields to include drop-down to limit the fields in the template to only those related to Attendant.

6. If you want to download active users only, instead of all the users in your environment, select Active users only for Users to Include.

7. Click Download Existing Users. Open the file in a program that can manage .csv files, like Excel or Notepad.

8. Enter information about each user in the rows below the header and explanation rows. Don't modify the column names, order, or data format.

   Learn more about fields in this step

   Field	Details
   Row Changed	Whether the row has changed. If you put a Y in this column, the system processes the row. If you leave this column blank or put an N in it, the system doesn't process the row. Marking modified rows can significantly decrease processing time.
   Status	Whether the employee is currently active or inactive. This is a system setting and cannot be changed.
   Agent ID	If you're creating users, leave this blank. If you're modifying users, enter the unique ID of the user. Don't use this column to change the ID.
   Team ID	The unique ID assigned to the team. This is a system setting and cannot be changed.
   Reports to ID	The numeric ID of the user that this user reports to.
   Internal ID	The internal ID assigned to the user. This is not a system-assigned ID and can be any number you choose.
   Assigned Skills	This field includes three parts: the skill IDs assigned to this user, the proficiency that the user has in that skill, and whether the skill is assigned as active or inactive.   Proficiency is represented by a number between 1 and 20 with 1 representing the highest proficiency and 20 representing the lowest proficiency. Separate the skill ID and proficiency with a colon as seen in the example below.   To assign the skill as active, enter TRUE after the proficiency. To assign the skill as inactive, enter FALSE after the proficiency.   To add multiple skill IDs, separate them by a semi-colon. For example: 11111:1:TRUE;22222:3:FALSE;33333:12:TRUE;. In this example, the user can use skills 11111 and 33333 at a proficiency level of 1 and 12 respectively. The user cannot use 22222 at a proficiency of 3, however, because the skill is assigned as inactive.   You can also assign user skills by only including the Skill IDs separated by semicolons. For example: 197642;197648;391021. If you only include the Skill ID, the default proficiency and active/inactive values will be applied. The default proficiency value is 3. The default active/inactive value is TRUE or active.   You can see the ID for each skill in the list on the Skills page in CXone Mpower.
   Notes	You can use the notes feature to write anything important that you want others to know or that you want to remember later.
   Chat Refusal Timeout, Email Refusal Timeout, Phone Call Refusal Timeout, SMS Refusal Timeout, Voicemail Refusal Timeout, Work Item Refusal Timeout, and Digital Refusal Timeout	The number of seconds the agent can go without accepting a new interaction without responding. When the time limit has been reached, the interaction transfers to another agent. If you leave the field blank, the system uses the business unit default value, which is usually 45 seconds. Values for refusal timeouts must be between 15 and 300 seconds. For inbound voice, the Call Refusal Timeout only applies if the Require Manual Agent Accept setting is enabled for the skill. If your tenant is enabled for Digital Experience: Chat Refusal Timeout applies to any combination of omnichannel chat, live chat Agents and contacts interact on a real-time basis., and chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply.. Email Refusal Timeout applies to all CXone Mpower email interactions, whether routed through the ACD or through the digital inbox Area where cases appear in the digital interaction workspace in an agent application.. SMS Refusal Timeout applies to all SMS Messaginginteractions, whether routed through the ACD or through the digital inbox. Digital Refusal Timeout applies to all other digital interactions.
   Address line 1 Address line 2 State/Province/Region ZIP/Postal Code	Optional full address details for the user. In the United States, if CXone Mpower is able to verify the address, this is the address used during a 911 call to determine the local Public-Safety Answering Point (PSAP) and deliver the call there. If CXone Mpower is unable to verify the address, 911 calls are sent to a national or regional calling center instead.
   City	The city where the user is working.
   Country	The country where the user is working.
   No Fixed Address	In the United States, indicates that the user's address is not permanent and should not be used for dispatching 911 calls.
   Location	The location assigned to the user. This can be the building where the user works, the floor of the building, or any other location you choose for your environment. This location setting does not impact emergency calls.
   Agent Pattern ID	The numeric ID of the default dialing pattern assigned to the user. A dialing pattern specifies the way each call is dialed. For instance, a dialing pattern can specify that each call must begin with '1'. Agents don't need to a dial a '1' before every call, because the system prepends it to the number dialed.
   Rehire Status	Whether the user is Eligible or Not Eligible for rehire in the future.
   Employment Type	The user's current employment type. It can be Full-Time, Part-Time, Temporary, Outsource, or Other.
   Referral	Free-form referral information about the user.
   At Home Worker	Whether the user works at home (TRUE) or not (FALSE).
   Hiring Source	Free-form information about where the user came from.
   NT Login Name	The user's NT login name.
   Custom 1-5	These five fields are called Custom < # > by default. Contact your contact center manager to find out how to use these fields in your tenant. All five fields have a character limit of 40.
   Use Team Concurrent Chats (static delivery)	In a single-channel environment, specifies whether the user is subject to the team default maximum concurrent chat setting (TRUE) or not (FALSE).
   Concurrent Chats (static delivery)	In a single-channel environment, and when Use Team Concurrent Chats is False for the user, specifies the maximum number of chats the user may engage in simultaneously. It must be a number between 1 and 12.
   Auto-parked Emails (static delivery)	In a single-channel environment, and when Use Team Auto-Parked Email is False for the user, specifies the maximum number of emails the user may have assigned to them at one time.
   Use Team Auto-Parked Email (static delivery)	In a single-channel environment, specifies whether the user is subject to the team default auto-parked email setting (TRUE) or not (FALSE).
   Team Default (dynamic delivery)	In a dynamic delivery environment, specifies whether the user is subject to the team default Total Contact Count setting (TRUE) or not (FALSE).
   Request Contact (dynamic delivery)	Whether an agent can handle one or many interactions at the same time. Omnichannel lets agents handle multiple interactions from different channels at the same time. Single Contact lets agents handle only one interaction from one channel at a time. For either setting, agents can elevate contacts to other channels. This feature isn't currently supported for Digital Experience channels or the CXone Mpower Agent applications.
   Channel Lock (dynamic delivery)	Temporarily locks an agent to the channel they're currently handling. For example, if the agent configured to handle 2 chat interactions and 1 voice interaction has a Total Contact Count of 3, they can receive one voice or two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock will end. The agent will then be able to receive interactions from any configured channel. For bulk upload, the value is either True or False.
   Contact Auto-focus (dynamic delivery)	Whether an agent can handle one or many interactions at the same time. Omnichannel lets agents handle multiple interactions from different channels at the same time. Single Contact lets agents handle only one interaction from one channel at a time. For either setting, agents can elevate contacts to other channels.
   Voice, Chats, Emails, Work Items (dynamic delivery)	Voice: Whether an agent can handle one or many interactions at the same time. Omnichannel lets agents handle multiple interactions from different channels at the same time. Single Contact lets agents handle only one interaction from one channel at a time. For either setting, agents can elevate contacts to other channels. Digital channels: Whether an agent can handle one or many interactions at the same time. Omnichannel lets agents handle multiple interactions from different channels at the same time. Single Contact lets agents handle only one interaction from one channel at a time. For either setting, agents can elevate contacts to other channels.
   Total Contact Count (dynamic delivery)	Whether an agent can handle one or many interactions at the same time. Omnichannel lets agents handle multiple interactions from different channels at the same time. Single Contact lets agents handle only one interaction from one channel at a time. For either setting, agents can elevate contacts to other channels.
   SIP User	If you configured your environment to use SIP, the SIP username of this user in the format sip:user@domain.com.
   User Type	This field is no longer used.
   Attendant Access Type	Appears only if your organization uses Attendant and enables access to that product. Select the option based on each user's Attendant user type. For agents or rollover users, set this to AttendantWithACD. For business users or a general voicemail inbox, set this to AttendantOnly. Use None only if you want a user not to have access to any Attendant features (including the corporate directory).
   Attendant user type	Appears only if your organization uses Attendant and indicates the type of Attendant user. Select the option for each user that matches their access type as defined in the Attendant Access Type column. Valid options are agent or rollover (for access type AttendantWithACD) or business-user or general-voicemail (for access type AttendantOnly).
   Title	Appears only if your organization uses Attendant and indicates the user's job title.
   PIN	Appears only if your organization uses Attendant and indicates the user's PIN to access voicemails by phone. Required field for all Attendant users.
   DID	Appears only if your organization uses Attendant and indicates the user's assigned DID Direct Inward Dial (DID). Service that assigns a unique phone number to each employee without a phone line for each number. number. Agents generally do not need a DID, as Attendant routes calls to them based on their agent ID.
   Extension	Appears only if your organization uses Attendant and indicates the user's phone extension number. Required field for all Attendant users.
   Notification Type	Appears only if your organization uses Attendant and indicates the default way this user will receive notification of new voicemails. Valid options are: email-only, email-with-attachment, web-only (user does not receive notification of new voicemails outside of Attendant) or via-my-agent (user must be an Agent user, and receives notification of new voicemails via their Agent messages; user must have web portal or phone access to voicemail messages).
   Personal Phone	Appears only if your organization uses Attendant and indicates the 10-digit personal phone number for the user. For non-US users, format the number using + followed by the country code and then the phone number. Required field for all rollover and business, but not an option for agents or general voicemail users of Attendant.
   In Directory	Appears only if your organization uses Attendant and allows you to configure whether the user will be available in the corporate phone directory (True). Otherwise, set to False.
   Allow Voicemail Web Access	Appears only if your organization uses Attendant. To allow the user to use the Attendant application, set to True. Otherwise, set to False. Users without access to the Attendant application must have the Email with File Attachment notification type or be able to check voicemail by phone.
   Integrated Softphone (WebRTC) URLs	Only for environments where custom softphone (WebRTC) URLs are enabled. It specifies which custom softphone URLs to apply to the ACD user profile. You can apply weights (in increments of 10 and between 0 and 100) to the custom softphone URLs to specify which will be attempted first for the ACD user profile. It follows this format: <Custom URL Name>|<Weight>;<Custom URL Name>|<Weight>. For example: Primary WebRTC|60;Secondary WebRTC|40

9. Save the file.

10. In the Select File field on the Manage Multiple Users page, click Choose File.

11. Browse for the file you created. Select it and click Open.

12. Select the File Type corresponding to the file you chose.

13. If you used the Row Changed column, set Rows to Include to Changed Rows Only. If you didn't use the Row Changed column, set Rows to Include to All Rows.

14. Click Upload File.

15. Check your email for an upload report. If the report says there were errors in the file you uploaded, then click Back in CXone Mpower and re-upload the file. If the email says no errors occurred, click Close.

Edit Custom Properties

You must have the correct permission to edit custom fields. You can use up to five custom properties in user profiles in your environment for whatever purposes you want. To more easily keep track of how you are using the custom fields, change their labels. For example, you can change the name of the Custom 1 field to Marital Status to remind yourself and other users that you want to use that custom field to record the marital status of users in your environment. These custom properties appear in data download reports.

1. Click the app selector and select ACD.

2. Go to ACD Configuration > Business Units.

3. Click the Custom Fields tab.

4. Click Edit.

5. Type the names of the custom fields you want to appear in ACD user profiles in place of the defaults.

6. Click Done.

7. If you need to update existing ACD users with information that belongs in the custom fields, edit the ACD users individually or in bulk.

   The bulk upload table does not display the updated names for custom fields. It always displays the default field names.

Deactivate ACD Skills for a User

You can deactivate an ACD skill without removing it from the user. This prevents CXone Mpower from routing contacts to the agent through the skill while keeping it assigned to the user. Deactivating the skill is a quick way to manage an individual agent without making bigger changes to your routing configuration. This may be useful in a variety of scenarios, such as temporarily prioritizing certain skills or perhaps for training purposes.

You can deactivate an ACD skill in the Skills tab of a user profile. The Active column of assigned skills lets you quickly deactivate and reactivate individual assigned skills:

1. Click the app selector and select ACD.

2. Click ACD Users.

3. Find and select your desired user.

4. Click the Skills tab.

5. Disable the checkbox in the Active column for your desired skill.

6. Click Save proficiencies.

You can later reactivate the skill by enabling the same checkbox.