Manage Multiple Employees At Once

You can download a CSV file containing a table of your existing employees and their settings. Modify this file to quickly change settings for your existing employees and to add new employees. Alternatively, you can create employees one at a time.

If you want to modify your employees' contact handling settings you must do so from ACD Users.

Processing bulk record creation or change requests can impact the performance of your system. To reduce the impact, it is recommended that you: 

  • Make your bulk upload updates outside of your normal business hours.

  • Reduce the amount of data to process by marking the rows that need processing in the Row Changed column in the CSV file. When you upload the file, select Changed Rows Only for Rows to Include.

  • Limit your uploads to 1000 or fewer records per request. If this means uploading in batches, wait for one batch to finish processing before uploading the next.

  • Only click the submission button once, even if it takes time to respond.

  1. Click the app selector icon of app selector and select Admin.
  2. Click Employees.
  3. Click Import Employees.

  4. Click Download Template.

  5. Open the CSV file in a spreadsheet editor like Microsoft Excel or a text editor like Notepad.

  6. Modify the settings of existing employees as needed. Create new rows and enter details to create new employee profiles. Each new employee needs at least a Username, Email Address, First Name, Last Name, Role Name, and Team Name.

    Field

    Details
    Username

    Enter the email ID of the user. The value in the Username field can be the same value as Email Address or a different email address. While the username must be in the format of an email address, it doesn't have to be an actual email address. The field must follow this format: [fillintheblank]@[blank].com. You can replace the bracketed sections with whatever you'd like, but the @ and .com must be present for the field to be valid.

    You can edit employee usernames by changing the value in this field. If the User ID field is incorrect, the employee's username won't update. The same limitations for editing usernames in the employee profile apply to editing them with bulk upload.
    First Name The user's first name.
    Last Name The user's surname.
    Email Address A valid email address associated with the employee. This is where CXone Mpower sends activation invitations, password verification codes, and so forth. You can use the same email address for more than one employee. When you edit an employee's email address, a verification email is sent to the new email address.
    Mobile Number Mobile number of the employee.
    Time Zone

    Name of the time zone allowed for dialing. By default, an employee's time zone is the same as the applicable tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. time zone and is automatically populated. You can edit the time zone if needed. The time zone must be in Internet Assigned Numbers Authority (IANA) format. For example, America/New York.

    Time Zone Name

    IANA Value
    Midway Island, Samoa Pacific/Samoa
    Hawaii US/Hawaii
    Alaska America/Anchorage
    Pacific Time (US & Canada) America/Los_Angeles
    Tijuana, Baja California America/Tijuana
    Arizona US/Arizona
    Chihuahua, La Paz, Mazatlan America/Chihuahua
    Mountain Time (US & Canada) America/Denver
    Central Time (US & Canada) America/Chicago
    Guadalajara, Mexico City, Monterrey America/Mexico_City
    Saskatchewan Canada/Saskatchewan
    Bogota, Lima, Quito, Rio Branco America/Bogota
    Eastern Time (US & Canada) America/New_York
    Indiana (East) America/Indiana/Indianapolis
    Atlantic Time (Canada) America/Moncton
    Caracas, La Paz America/Caracas
    Manaus America/Manaus
    Santiago America/Santiago
    Newfoundland America/St_Johns
    Brasilia America/Fortaleza
    Buenos Aires, Georgetown America/Argentina/Buenos_Aires
    Montevideo America/Montevideo
    Azores Atlantic/Azores
    Casablanca, Monrovia, Reykjavik Africa/Casablanca
    Greenwich Mean Time Etc/GMT
    Greenwich Mean Time: Dublin, Edinburgh, Lisbon, London Europe/London
    Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna Europe/Amsterdam
    Belgrade, Bratislava, Budapest, Ljubljana, Prague Europe/Belgrade
    Brussels, Copenhagen, Madrid, Paris Europe/Brussels
    Sarajevo, Skopje, Warsaw, Zagreb Europe/Sarajevo
    Amman Asia/Amman
    Athens, Bucharest, Istanbul Europe/Athens
    Beirut Asia/Beirut
    Cairo Africa/Cairo
    Harare, Pretoria Africa/Harare
    Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius Europe/Helsinki
    Jerusalem Asia/Jerusalem
    Minsk Europe/Minsk
    Windhoek Africa/Windhoek
    Kuwait, Riyadh, Baghdad Asia/Kuwait
    Moscow, St. Petersburg, Volgograd Europe/Moscow
    Nairobi Africa/Nairobi
    Tbilisi Asia/Tbilisi
    Tehran Asia/Tehran
    Abu Dhabi, Muscat Asia/Dubai
    Baku Asia/Baku
    Yerevan Asia/Yerevan
    Kabul Asia/Kabul
    Yekaterinburg Asia/Yekaterinburg
    Islamabad, Karachi, Tashkent Asia/Karachi
    Chennai, Kolkata, Mumbai, New Delhi Asia/Kolkata
    Kathmandu Asia/Kathmandu
    Almaty, Novosibirsk Asia/Almaty
    Astana, Dhaka Asia/Dhaka
    Yangon (Rangoon) Asia/Rangoon
    Bangkok, Hanoi, Jakarta Asia/Bangkok
    Krasnoyarsk Asia/Krasnoyarsk
    Beijing, Chongqing, Hong Kong, Urumqi Asia/Hong_Kong
    Kuala Lumpur, Singapore Asia/Kuala_Lumpur
    Irkutsk, Ulaan Bataar Asia/Irkutsk
    Perth Australia/Perth
    Taipei Asia/Taipei
    Osaka, Sapporo, Tokyo Asia/Tokyo
    Seoul Asia/Seoul
    Yakutsk Asia/Yakutsk
    Adelaide Australia/Adelaide
    Darwin Australia/Darwin
    Brisbane Australia/Brisbane
    Canberra, Melbourne, Sydney Australia/Sydney
    Hobart Australia/Hobart
    Guam, Port Moresby Pacific/Guam
    Vladivostok Asia/Vladivostok
    Magadan, Solomon Is., New Caledonia Asia/Magadan
    Auckland, Wellington Pacific/Auckland
    Fiji, Kamchatka, Marshall Is. Pacific/Fiji
    Location Identifies the place that a user resides or is working from.
    Hire Date The date you hired the employee, for your records only. CXone Mpower doesn't use this information.

    Rank

    This field shows only if your system includes WFM. It determines the priority when creating a schedule.

    Invite

    For new employees, enter True to automatically send an activation email to the employee when the file upload completes. Otherwise, enter False. If you don't send the invitation on file upload, you will need to do so manually from the Employees table. If you enter True and the user is enabled with SSO, then they will be immediately activated. No verification email is necessary. Enter False to just create the employee and then invite the employee manually.

    ACD Login ID A unique ID that lets an employee connect to a contact center. This also helps map ACD events to activities.
    Role Name The role you want to assign the employee so they have access to the information they need and can do the work they need to do. CXone Mpower comes with up to four out-of-the-box (OOTB) roles: Agent, Manager, Administrator, and Evaluator (if your organization uses Quality Management).
    Team Name Name of the team that you want the employee to be a part of.
    OS Login

    OS Login represents the user's login details to their desktop operating system in the format Domain\UserName, for example, NICE\MyUser. The Recordingapplication requires OS Login information for screen recording to work on advanced configurations, such as, Multi-ACD (Open), multi-session environments, and more.
    MFA Secret An MFA secret pairs the employee account in CXone Mpower with a hardware or virtual MFA device that employees use to generate a one-time password (OTP). CXone Mpower allows you to generate an MFA secret either manually or automatically. For more information, see MFA Secrets.
    MFA Time Period Enter a value between 15 and 300 seconds. It must be compatible with the virtual or hardware MFA device your employees use. For example, Google Authenticator only allows a value of 30 seconds.
    External Identity If you want to authenticate the employee using a SAML 2.0-based login authenticator, enter the email ID that is used as the external identity (IdP) of the user in Okta. For more information, see Set Up an External Login Authenticator with SAML 2.0.
    Can Be Coached Or Evaluated

    This attribute is only visible if your system includes Quality Management. It enables the employee to be evaluated, and you will be billed for Quality Management for this employee.

    The default value is selected for new employees. If you add Quality Management to a system that has existing users, you must manually enable this setting for those users.
    Can Be Scheduled

    This attribute is only visible if your system includes WFM. It enables the employee to be scheduled, and you will be billed for WFM for this employee.

    The default value is selected for new employees. 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 to which they are assigned.
    Can Be Recorded

    This attribute is only visible if your system includes Recording. It enables the employee to be recorded, and you will be billed for Recording for this employee.

    The default value is selected for new employees. If you add Recording to a system that has existing users, you must manually enable this setting for those users.
    Can Be Analyzed

    This attribute is only visible if your system includes Interaction Analytics. When this attribute is selected, the employee's recorded interactions are analyzed by Interaction Analytics, and you will be billed for Interaction Analytics for this employee.

    The default value is cleared for new employees.
    Status Whether the employee is currently active, inactive, or unregistered.
    Virtual Agent Enabled Enables the employee profile to be a virtual agentClosed A software application that handles customer interactions in place of a live human agent..
    Virtual Agent Type

    Set to Digital Bot, Digital Survey, or Off. If Virtual Agent Enabled is True, this field identifies the type of virtual agent for this employee profile.
    Can View BI Reports

    Enter TRUE to allow the employee to see BI reports. Users need this attribute enabled in addition to individual BI Report permissions to access any BI reports. Remember that BI reports have may not have a 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 may billed for each additional employee with this attribute enabled. Contact your Account Representative for more information.
    Can be Recorded Screen

    This attribute appears only if your system includes Recording Advanced. It enables the employee's screen to be recorded, and you will be billed for screen recording for this employee.

    The default value is selected for new employees. If you add Recording Advanced to a system that has existing users, you must manually enable this setting for those users.
    Middle Name An optional middle name.
    Display Name

    This field auto-populates from the First Name, Middle Name, and Last Name fields, but you can edit the display name as needed. Users from other teams can view the display name. They cannot view other information about the user unless they have the View Employee permission.

    Type

    Use Type to organize employees outside of their assigned Role or Team. Type allows you to organize employees for reporting purposes. This field makes reporting easier because types are not tied to permissions or unavailability codes.
    Views Enter the name of up to 10 viewsClosed Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. to assign them to your employee. Separate each view with a comma.
    Login Authenticator Name The login authenticator you want to assign to the user. Each user must be assigned to one login authenticator.
    User ID This field is filled automatically when you download existing records. The User ID must be included to edit employee usernames with bulk upload.
    Deactivate This field allows you to deactivate user profiles. Enter True to deactivate the user. The default value is False.
    Agent Integrations TRUE or FALSE. The default is FALSE.

    This attribute allows employees to see CRM records in the customer card in Agent Suite applications. The customer card displays CRM records related to the contact the employee is handling. The default value is cleared for new employees.
    Digital Engagement Set to TRUE or FALSE. The default is TRUE. This enables the employee access to Digital Experience if enabled for your tenant.
    Customer Card Set to TRUE or FALSE. The default is TRUE. This enables the employee access to the customer card in Agent.
    Can Edit BI Reports Set to TRUE or FALSE. The default is FALSE. This allows the user to edit prebuilt BI reports.
    Has Smart Reach User Access Set to TRUE or FALSE. The default is FALSE. This enables the employee to access SmartReach as a user, if enabled for your tenant.
    Has Smart Reach Agent Access Set to TRUE or FALSE. The default is FALSE. This enables the employee to access SmartReach as an agent, if enabled for your tenant.
    Performance Management Insights

    Set to TRUE or FALSE. The default is FALSE. This enables the employee to access Performance Management Insights, if enabled for your tenant.

    It enables basic features like dashboards, integrations, and metrics. The default value is not selected for new users. If you add Performance Management Insights to a system with existing users, you must manually enable it for those users. Without this attribute, users won't access advanced tools and analytics. Removing it revokes access to related features and data.
    Performance Management Act

    Set to TRUE or FALSE. The default is FALSE. This enables the employee to access Performance Management Act, if enabled for your tenant.

    It provides advanced features like dashboards, gamification, and coaching tools. The default value is not selected for new users. If you add Performance Management Act to a system with existing users, you must manually enable it for those users. Without this attribute, users won't access gamification and coaching tools. Removing it revokes access to related features.
    Data Collection Enabled Set to TRUE or FALSE. The default is FALSE. If you have CXone MpowerActions enabled, this allows the system to collect data.
    Template Lets you apply an employee template. A template contains a set of preconfigured attributes and assignments, like a team or primary role assignment. If you enter a template name here, the template assignments override any new or existing assignments for the employee.
    BCP Type

    This field is applies when you have Business Continuity Plan enabled.

    Allows you to control the type of access the employee has to the BCP tenant. It also controls whether the employee account syncs to the BCP tenant. You can enter one of the following values:

    • No Access: The user account does not have access to the BCP tenant. By default, all employees have no access.

    • Single Access: The user account can only access whichever tenant is active. So, they can only log in to the BCP tenant when you've switched to the BCP tenant and it's active.

    • Multiple Access: The user account can choose which tenant to log in to. This type of access should be given to administrators, who you want to be able to log in to the BCP tenant at any time. These users will have an updated login page. When logging in, a selector will let them choose between the primary and BCP tenant. This selector will also show which tenant is currently active. This will help them easily know whether the BCP tenant is active or not.

  7. Save the file.

  8. Return to the Import Employees page in CXone Mpower.

  9. In the Import Employees window, drag and drop the CSV file you saved in the indicated area.

    Import Employees screen to upload multiple employee records with a CSV file.

  10. Click Upload. CXone Mpower redirects you to the Bulk Upload Portal where you can see the file upload progress on the Activity tab.

    You can navigate away from this page if you want. You will receive notification in Notification Center (the bell icon in the title bar) when the upload completes. You can click the notification to go to the Bulk Upload Portal and see details.

  11. If the upload failed due to errors in the file records, click Review Errors. Fields with erroneous values are marked in red and have instructions to help you correct the values. Open the CSV file, correct the errors, save the file, and upload the file again.