Manage Employee Accounts

Unlock an Employee Account

When you unlock a user, they must log in within two days. Otherwise, their account locks again.

1. Click the app selector and select Admin.
2. Go to Security Settings > Locked Employees.
3. From the table, locate the user you want to unlock. At the end of the user's row, click the Actions icon and select Unlock User.

Force Reset an Employee's Password

You can force employees to reset their password on the Employees page. After you reset an employee's password, they are prompted to enter a new password the next time they log in.

1. Click the app selector and select Admin.
2. Click Employees.

3. In the search bar, enter the name of the employee.

4. Click the three stacked dots under Actions for the employee whose password you want to reset.

5. Click Reset P/W.

Edit Employee Username

1. Make sure the employee whose username you want to edit is logged out of CXone Mpower. Editing the username of an employee that is logged in can cause issues.
2. Click the app selector and select Admin.
3. Click Employees and then click the employee profile you want to edit to open it.
4. Enter a new Username. The new username must be in the form of an email address. It cannot be a username that already exists in the same tenant.
5. Click Save.
6. Have the employee log in to CXone Mpower with their new username.

   Logging out and logging back in with the new username will solve problems such as these:

   • My Profile lists the old username.
   • Navigation isn't working properly.
   • The employee cannot change other usernames.
   • The employee has refresh token issues.