Users

In this guide, you will have a first approach to Users and Profiles, to understand how they work, how they are configured, and how licenses function. Let's begin!

What is a user?

Users are generally created by the Contact Center Administrators. You can create as many users as you need, although the number of licenses purchased will limit how many of them can be active at the same time. Once created, they will be able to log in to uContact with their credentials provided via email or by the Administrator. They can change their password in case of forgetting it through the email associated with the user.

All users that are created have access to the Inbox and the Agenda. Additionally, each of them can have custom permissions that can be easily assigned through the Profiles explained later.

How do licenses work?

In uContact, licenses work concurrently, meaning if the instance has 70 licenses purchased, up to 70 users can log in at the same time. Each user consumes a license once they log in, regardless of whether they are an administrator, supervisor, or agent. In summary, 1 logged-in user = 1 license consumed.

What is a profile?

Just as in your Contact Center there are different roles with specific permissions, in uContact you can have that same structure using Profiles. All users can be assigned roles and permissions based on their user Profile. Each user can have only one profile, but you can create as many profiles as you need.

Each profile can be assigned specific permissions to access certain modules in uContact, such as Users, Campaigns, Connectors, etc. Additionally, for each of these modules, you can specify what actions the user can perform, i.e., whether they can create, edit, or delete items.

Default profiles

In uContact, you can create your own Profiles, but you can also use the ones included by default. Below we explain what they are:

• Agent: this Profile is the most basic, it only has access to the Inbox. It does not have access to any uContact module that can be configured and/or monitored. By default, when a user is created, this Profile is assigned to them.
• Superuser: this Profile has access to all uContact modules, allows performing any type of action on any element, and allows monitoring users, campaigns, automations, etc., through the dashboards that uContact provides. This role should be assigned with caution, as it grants total control over the system.

Custom profile

Users who have a Custom Profile can be assigned permissions similar to how it is done with a Profile, except that these assigned permissions will not create a Profile. Therefore, if you want to assign these same permissions to another user, it must be done manually. It is used to assign permissions to a user quickly without the need to create a Profile.