Users

Here’s an initial overview of Users and Profiles, where you'll gain a deep understanding of these basic concepts. This guide will help you understand what users are, how licenses and profiles work, including their different variants. Let’s get started!

What is a user?

Users are created by the Contact Center Administrators. You can create as many users as needed, regardless of the number of licenses. Once created, users can 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 created users have access to the Inbox and the Agenda, and each of them can have customized 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 logged 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 your Contact Center has different roles with specific permissions, in uContact, you can have that same structure using Profiles. Users can be assigned roles and permissions based on their user Profile. Each user can have only one profile, but as many profiles as needed can be created.

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.

User without Profile

• Users without a profile will only have access to the Inbox and the Agenda. They will not have access to any configurable and/or monitorable uContact modules. Typically, this type of user is an Agent.

Advanced Permissions

• User with Profile
  Users with an assigned Profile will only have access and permission to the modules specified in the Profile.

• User with Custom Profile
  Users with a Custom Profile can be assigned permissions similar to those given in a Profile, but these permissions will not create a Profile. Therefore, if you want to assign these same permissions to another user, it must be done manually. This is used to quickly assign permissions to a user without creating a Profile.

• Superuser
  Superusers will have access to all uContact modules, will be able to perform any type of action on any element, and can monitor agents, campaigns, automations, etc., through the dashboards provided by uContact.

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