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.
4. 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 Actions icon for the employee whose password you want to reset.

5. Click Reset P/W.

Edit an Employee Username

You cannot edit the username of an employee who shows as Pending in the Status field.

Do not attempt to edit your own username. This can produce unexpected and undesirable results.

1. Make sure the employee whose username you want to edit is logged out of NiCE CXone. 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 account 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 NiCE CXone 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.

Deactivate an Employee Account

Employee accounts cannot be deleted from NiCE CXone. Instead, you can deactivate them. This ensures that all historical reporting data related to this employee stays intact.

Keep in mind the following before deactivating an employee:

• You cannot deactivate employees who are assigned as the Team Lead of a team.

• When you deactivate an employee account, any future schedules assigned to it are deleted.

• After you deactivate an employee account, you can still view it in the list of employee acounts. To do so, you must specifically view Inactive employees.

• After deactivating an employee account, the corresponding ACD user account automatically changes to an inactive status.

• Users cannot log in to the platform with a deactivated employee account. If a user needs to log in again with a deactivated employee account, you must reactivate it.

1. Click the app selector and select Admin. The Employees tab displays by default.
2. In the list of employees, search for the employee you want to deactivate.
3. Click the Actions icon for the employee.
4. Select Deactivate.

Reactivate an Employee Account

You can reactivate an employee. Keep in mind that:

• When you deactivate an employee account, any future schedules they were assigned are deleted.

• After deactivating an employee account, their correlating ACD User account changes to an inactive status.

• Reactivated employees must set a new password before they can log in to the platform.

1. Click the app selector and select Admin.
2. On the Employees tab, select Inactive from the filter menu on the right side of the page.
3. Search for or use the filter to locate the employee account.
4. Click the Actions icon for the employee.
5. Select Activate. The reactivated employee receives an email invitation to complete the activation and set a password.

Send an Activation Invitation

You can manually invite employees. This may be necessary if the employee was created with the bulk upload template or if an administrator created the employee but clicked Create instead of Create and Invite.

1. Click the app selector and select Admin.
2. On the Employees tab, use the filter to locate the employee account.
3. Click Invite in the State column.

Resend an Activation Invitation

If an employee let their account invitation expire, you can resend it.

1. Click the app selector and select Admin.
2. On the Employees tab, select Pending from the filter menu on the right side of the page.
3. Search for or use the filter to locate the employee account.
4. Click the Actions icon for the employee.
5. Select Resend Invite. The employee receives an email invitation to complete the activation and set a password.

View an Employee Account Change History

You can view a log of changes made to each employee account. If an entity, such as a role or group, was deleted in the time since the employee account changed, the system cannot display that entity's name. It displays an alphanumeric ID instead.

1. Click the app selector and select Admin > Employees.
2. Click an employee name.
3. On the Change History tab, click the calendar and select the Start Date and time, and the End Date and time for the changes you want to see.
4. Click Apply.
5. Click Run Report. If changes were made to the account in the specified time range, they appear on the page.

6. Click More Details to see the details about the changes. This option is available when more than one change was made to the account at the same time. In this case, the Old Value and New Value columns display the number of changes in parentheses. For example, an old value of Roles (2) means that there were two roles assigned to the employee. If the new value is Roles (1), it means the employee now only has one role.

   Changed values are only visible if you have access to the information in NiCE CXone. If your organization uses views A way to control the information users can see in NiCE CXone. or another method of data access control, you only see entities you have permission to access.