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.

Complete each of these tasks in the given order.

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:

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.

CXone offers many options and settings to customize employees. Read through this entire task. Make sure you know the settings you need to configure before you begin.

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. Special characters are not accepted in these fields, including, but not limited to: ! / < > ? % ".

  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. If you have a list of allowed email domains, then the employee's email must have an allowed domain for the employee to be created.

  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.

  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 assistantsClosed 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

If you're configuring access keys while creating the employee profile, begin with step 3.

  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 AdminEmployees.

  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

If your organization uses CXone WFM, configure availability for the employees. Otherwise, skip this step.

  1. Click the app selector and select CXone WFM.

  2. Go to Setup > Agent Configuration.

    By default, an employee is set as always available. You can edit the default or existing availability blocks to match an employee's available time frames. Else clear the existing availability blocks and create new ones:

    To clear default or existing blocks:

    1. To clear all availability blocks, click Clear All.

    2. To clear availability blocks for a specific day, click the icon of a trash can on the respective day row.

    3. To clear an individual availability block, click the icon of a trash can inside the block.

  3. Click and drag to add an availability block. An availability block can have a time frame ranging from 15 minutes to 24 hours. To create a new selection, click and drag in the day/time grid. You can create multiple selections for a single day.

    An employee can be assigned multiple availability blocks within a single day.

    Click All day to mark an employee available for the entire day.

    An employee's available time frame is displayed inside the block. If the block is too short to display the available time frame, hover over the block. A popover appears, showing the available time frame and the delete icon.

  4. Click Save.

Configure Preferences

If your organization uses CXone WFM, configure preferences for the employees. Otherwise, skip this step.

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

  3. 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.

  4. Click Save.

Configure Recording Accounts

This tab is only available with CXone Multi-ACD (CXone Open).

A recording account associates an agent with a telephony system by extension number or agent ID. You can add up to 10 recording accounts to an employee account manually or using bulk upload.

  1. Go to Admin > Employees.

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

  3. Select the Recording Accounts tab.

  4. Configure recording accounts:

    1. To add a recording account, click New Account.

    2. Select the telephony system the recording account is assigned to.

    3. Select the account type:

      • For sites using fixed seating, select Extension.

      • For sites using free seating, it is recommended to select Agent ID.

    4. Enter a unique value per system for the recording account.

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 , Admin.

  2. Click Employees on the left menu.

  3. In the search bar, enter the name of the employee who is locked out.

  4. Click Unlock in the State column.

  5. Click Yes to unlock the employee's account.

Edit Employee Username

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