Manage Users

As a partner administrator in Tenant Management (TM), you can manage the users associated with your partner account.

User Roles

Tenant Management comes with two out-of-the-box (OOTB) user role for partners, as described in the following table.

Role Description
TM Partner Admin

Enables a user to perform administrative tasks within the context of their own partner TM account, such as creating new users and login authenticators, assigning branding profiles to their own tenants, and impersonating their own tenants for configuration and support. This role:

  • Is only available for user accounts created within a partner account.
  • Can only be assigned to new users by your CXone partner support team.

Parent Tenant Administrator The Parent Tenant Administrator role is created automatically when you create the first child tenant for a tenant and the TM license is assigned to the parent tenant. The Parent Tenant Administrator role allows you to impersonate child tenants. The Parent Tenant Administrator role can used as a primary role or a secondary role.

Permissions and privileges associated with these roles cannot be edited.

Roles can be assigned to no users, one user, or any number of users. However, each user can only be assigned to a single role. Assigning a new role to a user automatically removes that user from the previous role.

You can assign inactive users to roles. For example, if you create user accounts for new tenants but do not activate the accounts until a later date, you can assign roles to the users when you set up their accounts.

Users List

The Users list displays when you click Users in the Tenant Management application. This menu item appears only if you have a role that lets you configure user accounts. The default view is a list of all users, sorted by name. You can click the label of the Name column to change the sort order or click the label of the Username column to sort by that field instead. You can also search for a specific user based on the content of the Name column by typing in the search field.

For each user account, you can see Name, Username, Role, Email, and State. User accounts can be in one of these states:

user state Description

The user account has been created. Click Invite and Tenant Management sends an invitation to the email address in the account. This invitation contains a link which lets the user set a password and access the application.


TM has sent an invitation email to the user, but the user has not yet responded.


The user account has been activated and the user can access TM.

Create a User

  1. Click Users >  New User.
  2. Type the user's First Name and Last Name.
  3. Select a Role for the user from the drop-down list.
  4. Type the user's Email. TM sends the user's invitation to this email address.
  5. Type a Username. This value acts as the unique identifier for the account and is required to reactivate a deactivated account. It must be formatted as an email address (for example,, although it does not have to be the user's email address.
  6. If required, complete the multi-factor authentication (MFA) fields for the user.
  7. If you still need to make changes to the user profile, click Create. The user is now created and appears on the user list. You can schedule activities for the user and make changes, but the user is not yet activated. If you do not plan to make any changes to the user profile, click Create & Invite.
  8. If you clicked Create in the previous step, invite the user to activate the account by selecting the user from the user list and clicking Invite. If you want to leave the user account inactive for now, skip this step and come back to it later.
  9. When you invite a user, whether by clicking Create & Invite or by clicking Invite, an email is sent to the user with a link requesting the user to activate the account. When the user accepts the invitation and changes the password, the user’s state in the system changes from pending to active.

Manage Access Keys

While editing a user profile, you can create and manage access keys for the user account. Access keys consist of two parts: an access key ID and a Secret Access Key. Access keys can be used for authentication in back-end integration of applications to CXone. Like a user name and password, you must use both the access key ID and secret access key together to authenticate information requests.

  1. Click Users and then locate and click the user account you want to edit.
  2. Click the Access Keys tab.
  3. Click Generate New Access Key.
  4. If required, click Show Secret Key and copy the secret key to a secure location.
  5. Click Save. Once you click Save, you cannot retrieve the secret key again. You will need to generate a new access key if the secret key is lost.