Set Up Employees

This process assumes that you're assigning your employees either to one of the default roles that come with CXone or to custom roles you've already created.

Create a Team

When you create employees, you must assign them to a team. The teams you create should reflect your contact center organization. If you have already created teams, skip this step.

1. Click the app selector and select Admin.

2. Click Teams.

3. Click New Team.

4. Enter a Team Name and a Description.

5. If you want a record of who the team lead is, select the name of the Team Lead from the drop-down. Any active user can be the team lead. A single user can be the team lead for multiple teams.

6. If you want to add unavailable codes to the team:

   1. Click the Unavailable Codes tab.

   2. Click the Add Unavailable Codes button. Select each unavailable code you want agents on this team to see in their agent application. When you're finished selecting codes, click Confirm.

7. Click the Contact Settings tab to configure the team contact settings.

8. Click the Features tab. Select the checkboxes for each feature or product you want to enable for the team. You'll be billed for each agent in the team for the feature, whether the agent actually uses the feature or not.

9. After filling in all the tabs, click Save and Activate.

Create Employee Accounts

You can add an employee account by using:

• Create Employee—Create an individual account using the Create Employee window.

• Import Employees—Import multiple employee accounts.

The instructions here are for creating a single employee account in the application. If your company is using ACD, you'll also need to configure ACD user settings for this employee.

To add an employee:

1. Click the app selector and select Admin.

2. Click Employees > Create Employee.

3. Enter the employee's First Name and Last Name. The Middle Name is optional.

4. Enter a valid Email Address. CXone sends emails like activation invitations and password verification codes here. You can use the same email address for multiple employees. When you edit an employee's email address, a verification email is sent to the new email address.

5. Enter the Username you want to assign to an employee. The username must be in the form of an email address. The field is auto filled from the Email Address field. You can edit it if you want to.

6. Assign a Primary Role to an employee from the drop-down.

7. Complete the fields on the General tab.

   Learn more about fields on the General tab.

   Field	Details
   Display Name	Enter a Display Name you want to assign to an employee. Users from other teams can view the display name. They cannot view other information about the employee unless they have the View Employee permission enabled.
   Type	Use Type to organize an employee outside of their assigned Role and Team. The type is not tied to permissions or unavailable codes. This makes reporting easier. You can select previously created types from the drop-down. You can also create new types by entering text in the search bar, and clicking Create.
   Hire Date	The date you hired an employee. This field is for your records only. CXone doesn't use this information.
   Time Zone	The employee is automatically assigned to the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment time zone unless you change it.
   OS Login	The operating system the employee uses. The CXone Recordingapplication requires this information for screen recording. The field accepts free text and may contain a text string related to an operating system such as Windows 10.
   Rank	This field is visible only if you have CXone WFM in your environment. It determines priority when creating a schedule.
   Assigned to Team	Assign the employee to a team by selecting a team from the drop-down menu. If you haven't created teams yet, or if the employee will belong to a new team, you can just accept the Default Team setting and then change it later.
   Assigned To Groups	Assign the employee to one or more groups by selecting groups from the drop-down menu.
   Assigned To Scheduling Unit	This field is visible only if your system includes CXone WFM. It specifies the scheduling unit for the employee.
   Mobile Number	The employee's mobile or cell phone number. This field is for your records only. CXone doesn't use this information.
   ACD Login Id	Add ACD login id here.
   Attributes	Under this drop-down select attributes related to the employee: Can be Evaluated/Coached—This attribute appears only if your system includes CXoneQM. It enables the employee to be evaluated, and you will be billed for QM for this employee. The default value is selected for new employees. If you add QM to a system that has existing users, you must manually enable this setting for those users. Can Be Recorded (Screen)—This attribute appears only if your system includes CXone 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 CXone Recording Advanced to a system that has existing users, you must manually enable this setting for those users. Can be Recorded (Voice)—This attribute is visible only if your system includes CXone Recording/CXone Recording Advanced. It enables the employee's voice to be recorded. You will be billed for voice recording for this employee. The default value is selected for a new employees. If you add CXone Recording/CXone Recording Advanced to a system that has existing users, you must manually enable this setting for those users. Can be Scheduled—This attribute is visible only if your system includes CXone WFM. It enables the employee to be scheduled. 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 the user is assigned. Can be Analyzed—This attribute appears only if your system includes Interaction Analytics. When this attribute is selected, the employee's recorded interactions are analyzed by Interaction Analytics. You will be billed for Interaction Analytics for this employee. The default value is cleared for new employees. Can Edit BI Reports—Employees with this attribute selected can edit any of the BI reports in the Reporting application as long as they also have the correct permissions. The default value is cleared for all employees, both existing and new. Can View BI Reports—Employees will be able to open any BI reports with this attribute. Reports are in the Reporting application, but employees should have permissions to view the reports there. BI reports have no 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 will be billed for each additional employee with this checkbox selected. The default value is cleared for all employees, both for existing and new. Customer Card—This attribute allows employees who don't work with digital contacts to access available customer cards for omnichannel-routed voice, chat, email, and CXone SMS Messaging contacts. The default value is cleared for new employees. Digital Engagement—This attribute appears only if your system includes Digital First Omnichannel. When this attribute is selected, the employee's record is synced to Digital First Omnichannel, and they can work on digital contacts. You will be billed for Digital First Omnichannel for this employee. The default value is cleared for new employees.

8. Click Create to create the employee profile and continue setting it up. Click Create & Invite if you're ready for the user to activate their account and set up their password.

Configure Security Tab

Configure the information below on the Security tab.

1. Go to Admin > Employees.

2. Select an existing employee's account or select Create Employee.

3. Select the Security tab.

4. Select the secondary role you want to assign to the employee from the Secondary Roles drop-down.

5. External Identity is visible only if your tenant is enabled for an external identity provider (IdP). SAML 2.0 uses a value that is configured by the IdP. These include a variety of identifiers (like email addresses) that can be easily determined and entered. The value corresponds to the NameID assertion.

6. If you assigned a primary role with a login authenticator that requires multi-factor authentication (MFA):

   1. Enter an MFA Token Period. The value must be between 15 and 300 seconds, and compatible with the virtual or hardware MFA device your employees use. For example, Google Authenticator only allows a value of 30 seconds.

   2. Click Edit next to the MFA Secret field.

   3. To use a manual key, type an alphanumeric value. Some MFA devices provide a value (often called a "key") for this purpose. If you type your own MFA Secret, the value must be either 16, 26, or 32 characters and encoded in Base32. Base32 allows you to use a 32-character set comprised of the uppercase letters A-Z and the numerals 2-7. The MFA Secret must be RFC 6238-compliant.

   4. To automatically generate a value, click Generate . Provide this value to the employee, who can use it to set up a virtual MFA device such as Google Authenticator. Scanning a QR code or bar code is not supported. The employee must set up 2-step authentication manually when using a virtual MFA device.

7. Select any views from the drop-down that you want to assign to the user.

8. Click Save.

Configure Employee Access Keys

Required permissions: Access Key Create

Access keys replace a username and password for user authentication. Access keys can be assigned to human users. But they are most commonly used for applications that function like users, such as bots and intelligent virtual assistants Chatbot or similar application that interacts with a user based on artificial intelligence (IVAs). Manage your access keys as securely as you do your passwords and advise your employees to do the same.

Human users can also manage their own access keys from the Access Keys tab of their own employee profile. This requires the My Access Key Create permission

1. Click the app selector and select Admin.
2. Click Employees and then click the employee profile you're editing to open it.

3. Click the Security tab.

4. Click Add access key.
5. Copy the Access Key ID to a secure location.
6. Click Show Secret Key and copy the secret key to a secure location.
7. Click Save.

Configure Skills

1. Go to Admin > Employees.

2. Select an existing employee's account or select Create Employee.

3. Select the Skills tab.

4. Select the skills for the employee from the Skills drop-down. If the proficiency scoring for the selected skill is enabled in the WEM Skills page. Assign the proficiency score to the selected skill. Make sure the direction of the proficiency score is correct when you assign it to an employee. Check the proficiency direction in WEM Skills.

Configure Availability and Preferences

If your organization uses CXone WFM, configure availability and time off preferences for the employee. Otherwise, skip this step.

1. Go to Admin > Employees and click the employee profile you're editing to open it.

2. Select the Availability tab either by opening an employee account or by clicking Create Employee.

   By default, an employee is set as available all day for the entire week. You can edit the default availability selections to match agents’ available time.

   You can remove the default/existing selections by clicking:

   1. Clear All to remove all selections.

   2. Delete inside the slots to remove individual slots.

   3. Delete in the static column to remove all slots for the selected day.

3. To create a new selection, click and drag in the day/time grid. You can create multiple selections for a single day.

   Select All Day to mark an employee as available for the whole day.

   Inside the created selections, you can see the agent’s available time.

   When the selections are short, hovering over the selections displays a popover. The available time of an agent and the delete button are displayed inside the popover.

4. Select the Preferences tab.
5. More about preferences when assigning shifts

   If you want to define time-off preferences, first assign the employee to a weekly rule. If the weekly rule allows time off, define the time off preferences.

   Sometimes, if multiple agents select the same shift preference, you may not have enough shifts for all agents. In such cases, the Schedule Generator assigns shifts by these rules:

   • Agents with a rank take priority over agents without a rank. (The highest rank is 1)
   • If none of the agents have a rank or if they all have the same rank, the agent with the earlier hire date has priority.
   • If none of the agents have a rank or hire date, then the shifts are assigned randomly among the agents.

6. In the Shift Preferences area, from the drop-down list for each day, select the employee's preferred shift.

7. In the Time-Off Preferences area, drag and drop the listed days of the week to the available priority spots.

   For example, if the employee's preferred day off is Monday, drag and drop the Mon card to the Priority 1 slot. If the next preference is Wednesday, drag the Wed card to the Priority 2 slot, and so on.

8. Click Save.

Activate an Employee Account

Inviting an employee sends an email to the email address configured for the employee profile. The user must click the link in the email within 48 hours to activate their account and set up a password. If the user doesn't activate their account within 48 hours, you will need to send another invitation. If your company uses single sign-on (SSO), you can skip the following steps and configure employees for immediate activation.

1. Click the app selector and select Admin.
2. Click Employees.
3. In the Employees table, scroll to or search for the employee profile for the user you want to activate.
4. Click Invite.

Configure Immediate Activation of Users with SSO

You can immediately activate employees that are enabled with single sign-on (SSO). Employees enabled with SSO don't have to click a link sent to their email to activate their accounts. Employees still have to verify their email address with a link sent to their email. Their CXone account remains active regardless of email verification.

1. Set up a federated identity login authenticator.
   1. Click the app selector and select Admin.
   2. Click Login Authenticator.
   3. Click New Login Authenticator.
   4. Enter the Name and Description of the login authenticator.
   5. Select SAML as the Authentication Type.
   6. Enter the SAML request Endpoint as the Endpoint URL.
   7. Click Choose File and select the signing certificate from your identity provider. If you don't have a signing certificate from your identity provider, follow these instructions or reach out to your identity provider.
2. Assign roles to the login authenticator.
   1. While still in the Create New Authenticator window, click Assigned Roles.
   2. Click Add Roles.
   3. Select one or more roles from the list and then click Save & Activate.
3. Assign one of those roles to employees that you want to immediately activate. Any employee assigned to that role is activated immediately after they sign in with SSO.
   1. Click the app selector and select Admin.
   2. Click Employees.
   3. Click New Employee if you are setting up a new employee account. If you have already created the account, then select an employee from the list of users.
   4. Click Primary Role.
   5. Select one of the roles that you assigned to the federated identity login authenticator.

Configure Contact Handling Settings for ACD Routing

If you're using the CXone ACD and want to modify the employee's contact handling settings for interactions routed through it, finish creating the employee account. Then modify the contact settings in ACD Users. Otherwise, skip this step.

Unlock an Employee Account

1. Click the app selector and select , click ACD Users.

2. Set the Show drop-down to Locked.
3. In the row of the employee you want to unlock, click the red Locked icon.
4. Click Yes.

Edit Employee Username

1. Make sure the employee whose username you are editing is logged out of CXone. Editing the username of an employee that is logged in can cause issues in CXone.
2. Click the app selector and select Admin.
3. Click Employees and then click the employee profile you're editing 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 into CXone with their new username.

   If the employee runs into any of the following problems, have them log out and log in again with their new username:

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

   In most cases, logging out and logging in with the new username will resolve any problems.