Employees

In CXone, users are called employees. All users require an employee account to work in CXone, including agents, managers, administrators, and business users. You can create employees one at a time. You can also import employees from a file to create multiple new employee accounts or update existing ones.

Each employee account includes up to five tabs with information and configurable settings. The tabs available in your employee accounts depend on the applications in your environment.

Tab

Description
General This tab appears for all employees. It displays information about the employee's assignments and attributes.
Security

This tab appears for all employees. It displays information about the employee's security settings including the following:

Secondary roles—allows you to configure additional roles for the employee. Employees can have one primary role and up to 10 secondary roles, for a total of 11. Secondary roles aren't currently supported in certain pages in CXone.

Multi-factor authentication (MFA)—allows you to configure MFA settings.

Visibility—allows you to assign views to the employee. Views control the data employees are allowed to see. You can assign as many views to an employee as you want.

Access keys—displays information about the employee's access keys.

WEM Skills This tab only appears if your environment includes CXone WFM. It displays the WEM Skills assigned to the employee along with their proficiency in that skill.
Availability This tab only appears if your environment includes CXone WFM. It displays the hours the employee is available for work.
Preferences This tab only appears if your environment includes CXone WFM. It displays the employee's preferences for both shifts and time off.

The Change History tab contains a history of modifications to the employee account. Because the history table can become so large, you can use search and filter tools to limit the table's contents based on certain text or based on a specific time period.

Organize Employees

You can organize employees according to role, team, group, and type. Each organizational structure has a different purpose in CXone. You can assign employees to these structures when you create their accounts. You can also change an employee's assigned role, team, group, and type in the employee's account.

  • Roles—Use roles to organize employees according to the level of access that they require. For example, assigning an employee to an Agent role will provide that employee access to Agent permissions. It would not provide the employee access to Admin permissions. Employees can only have one role at a time.

  • Teams—Use teams to organize employees according to who they work with. Teams are useful for reporting. You can assign or enable unavailable codes, certain products and features, and other settings. Employees can only be assigned to one team at a time.

    The teams created for this use case are:

    Team One

    Team Two

    Manager one Manager two
    Supervisor one Supervisor two
    Agent one Agent four
    Agent two Agent five
    Agent three Agent six

    The administrator must assign each employee to the relevant team.

    View the Create the Employee and Assign the Teams video clip.

    Follow the next step in the RBAC Use Case to Create the evaluation- based view

    View the full RBAC Evaluation Views video

    To review the RBAC Use Case navigate to the following:

    Groups—Use groups to organize employees in a way that makes sense for your organization. For example, you can create groups for part-time employees or contractors. You can also use groups to organize employees according to what they have in common. Employees can be assigned to multiple groups at a time.

  • Types—Use types to organize employees for reporting purposes. You can use this field in employee accounts to further define an employee outside of the role or team that they're assigned to. Type is not tied to permissions, unavailable codes, or products. Employees can only be assigned to one type at a time.

Key Facts About Employees

  • You must include these fields at minimum to create an employee account:
    • First Name
    • Last Name
    • Email Address
    • Primary Role (the default is Agent)
    • Username
    • Team (the default is DefaultTeam)
  • Special characters are not allowed in the First Name and Last Name fields. Characters that are not allowed include: ! / < > ? % ".
  • If your system includes CXone WFM, you must also assign the employee to a scheduling unit and at least one WEM skill. You can do this when you create the account or later.
  • If you want to configure or modify the ACD-related settings for the employee, modify the employee's ACD user profile.
  • After you create an account, you must invite the employee to activate it. You can do this immediately by clicking Create & Invite. Alternatively, you can click Create and then later click Invite from the list of employees. The employee receives a link to activate the account and must do so within 48 hours. After that, the link expires and you must send another invitation. When the employee accepts the invitation and changes the password, the employee's state in the system becomes active. The employee can then access CXone features based on their assigned roles.
  • You can edit employee usernames.
  • You can search for employee accounts at the top of the Employee listings page by name or username.
  • You can deactivate an employee by clicking the three dots in the Actions column on the list of employees.
  • With SCIM integration, you can create, update, and deactivate employees with third-party applications.