Employee Templates

An employee template is a preselected group of settings for an employee profile. When setting up employees, you can apply a template, which automatically assigns the preselected settings. This speeds up the process of creating new employees. It also simplifies the process; you're less likely to make a mistake when you only need to apply the template instead of configuring many individual settings. Employee templates are particularly useful when you have many personnel with the same role, like teams of support agents or sales agents.

Create Employee Template

Required Permissions: Employee Templates > Create/Edit

If you want to create several employees with similar assignments, you can save time by creating an employee template. This lets you assign a team, primary role, time zone, attributes, login authenticator, secondary roles, views, and WEM skills automatically to a new or existing employee profile when you load the template. Once the template is applied to the employee profile, you can make adjustments to those settings as needed.

1. Click the app selector and select Admin.
2. Go to Employee Templates.
3. If you want to create a new template from a blank form, click Create Template. If you want to duplicate an existing template and make adjustments to it, locate the template you want to copy, click the Actions icon on the right side of the template's row, and select Duplicate.

4. Give the template a unique Template Name. Assign a Team and specify the Primary Role. Make any other assignments as needed. If you plan to apply the employee template to existing employee profiles and there are fields in those profiles you do not want to overwrite, select the Ignore checkbox for those fields. Select the Attributes for the features you want to enable for this employee template.

   Learn more about fields in this step

   Field	Details
   Template Name	A unique, descriptive name for the employee template that you choose.
   Team	The team the user is assigned to. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   Primary Role	The role assigned to the user. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   Time Zone	The time zone assigned to the user. If you don't select one, the user is assigned to time zone configured for your system. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   Attributes	Enable features or functionalities for the user. Each attribute impacts billing; if an employee profile is marked with an attribute, your organization is charged for that user's use of that feature or functionality. Can be Evaluated/Coached: Only available if your system includes CXone Mpower QM. It enables the user to be evaluated. This is selected by default for new users. If you add QM to a system with existing users, you must manually enable this setting for those users. Can be Scheduled: Only available if your system includes WFM. It enables the user for scheduling. The default value is selected for new users. If you add WFM to a system that has existing users, you must manually enable this setting for those users. Users who don't have this attribute selected won't appear in employee lists when creating weekly rules or shift templates. Removing this attribute from a user deletes that user from any weekly rules or shift templates the user is assigned to. Can Be Recorded (Screen): Only available if your system includes Recording Advanced. It enables the user's screen to be recorded. This is selected by default for new users. If you add Recording Advanced to a system with existing users, you must manually enable this setting for those users. This attribute is required to enable screen recording, screen monitoring, or both. Can be Recorded (Voice): Only available if your system includes Recording/Recording Advanced. It enables the user's voice to be recorded. This is selected by default for a new users. If you add Recording/Recording Advanced to a system with existing users, you must manually enable this setting for those users. Can be Analyzed: Only available if your system includes Interaction Analytics. It enables the user's recorded interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to be analyzed by Interaction Analytics. This is cleared by default for new users. Digital Engagement: Only available if your system includes Digital Experience. It enables the user's record to be synced to Digital Experience and allows them to handle digital Any channel, contact, or skill associated with Digital Experience. contacts The person interacting with an agent, IVR, or bot in your contact center.. This is cleared by default for new users. Customer Card: Enables users who don't handle digital contacts to access available customer cards for omnichannel-routed voice, chat, email, and SMS Messaging contacts. This is cleared by default for new users. Can View BI Reports: Enables users to see any BI reports. Reports are in the Reporting application. The users must also have the correct permissions enabled in their role for viewing BI reports. BI reports have no usage fee for up to 10% of either your concurrent or configured users, depending on your pricing model. Once the 10% threshold is passed, you will be billed for each additional employee with this checkbox selected. This is cleared by default. Can Edit BI Reports: Enables users to edit any of the BI reports in the Reporting application. The users must also have the correct permissions enabled in their role for editing BI reports. The default value is cleared for all users, both existing and new. Agent Integrations: Enables users to see CRM records in the customer card in CXone Mpower Agent applications. This is cleared by default for new users. You are billed for CRM integration based on the number of employees with this attribute enabled. This attribute also enables agents to access CXone Mpower Agent for Salesforce. Virtual agent enabled: Only available if your system includes Digital Experience. It marks the user's profile as a non-human profile. This attribute does not enable a virtual agent in Virtual Agent Hub. SmartReach: Only available if your system includes SmartReach. It enables users to handle outbound SmartReach interactions for omnichannel campaigns. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   Login Authenticator	The login authenticator assigned to the user. Important: Users can only log in to CXone Mpower if they are assigned to a login authenticator. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   Secondary Roles	The secondary roles assigned to the user. The highest allowed permission between the primary and secondary roles is the one that is granted to the user. Only assign the roles and permissions that the user needs to perform their job. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   Views	The role-based access control (RBAC) views assigned to the user. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   Division	If your system is configured for divisions, the division Separate data securely between lines of business. Data can only be accessed from within the division it's part of. the employee is assigned to. Employee profiles inherit the division of the team they're assigned to. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   WEM Skills	The WEM skills assigned to the user. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.
   Omnichannel Skills Settings	The ACD skills assigned to the user. You can only select active skills in the Omnichannel Skills drop-down. In the Omnichannel Skill Proficiency drop-down, apply a proficiency for the selected skill. You can select a number from 1-20, with 1 being the highest proficiency. The Ignore checkbox prevents the employee profile setting from being overwritten or cleared when you load the template into an existing employee profile.

5. When you're satisfied with your template settings, click Activate.

Apply Employee Templates

Required permissions: Employees > Register, Can Manage Passwords, Role Management > User Assignment, Employee Templates > Apply

You can apply an employee template to a new or existing employee profile. You may want to use the full instructions for creating new employees.

The following instructions explain how to apply an employee template through the CXone Mpower interface. You can also apply a template as part of the bulk upload process.

1. Click the app selector and select Admin. Go to Employees.

2. Click either Create Employee or a profile from the table to open a new or existing profile.

3. Click Populate Template.

4. Select the Employee Template you want to apply to the profile. Click Populate.

5. Fill in any remaining fields required by the form or your organization. Use the full instructions as needed.

6. Click Create to create a new profile but not invite the user yet, Create & Invite to create a new profile and invite the user to log in, or Save to save your changes to an existing profile.

Deactivate Employee Template

Required permissions: Employee Templates > Delete

If you no longer want an employee template to be available for use, you can deactivate it.

1. Click the app selector and select Admin.

2. Go to Employee Templates.

3. Scroll or search the table to locate the template you want to deactivate.

4. Click the Actions icon on the right side of the template's row.

5. Click Deactivate.