ACD Users lets you view general information about users configured in the employee profile. It also allows you to edit details about the user that are not available in the employee profile, such as employment information and assigned ACD skills
Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
Use the employees profile to create and deactivate users and to modify basic user settings. Use the ACD Users feature to configure other details, particularly those specific to the ACD functionality of CXone.
From the Login History tab, you can view the user's history of logging in to the application. Use the Audit History tab to view information about the creation and last modification of the profile. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display. Changes made to the user's CXone Attendant tab may take up to a day to appear in the Audit History tab.
Key Facts About ACD Users
- You cannot create new users from the ACD Users feature. You must first create a new employee in Admin and then modify the employee in ACD Users to configure ACD-specific user settings. This rule applies to creating single accounts and bulk uploading multiple new accounts.
- If you use the bulk upload template to modify multiple ACD user profiles at once, use the Row Changed column in the file to indicate which users changed. Otherwise, CXone uploads all rows and the uploading process takes much longer.