Users

Here you have an initial overview of Users and Profiles, where you will gain a deep understanding of these basic concepts. This guide will help you understand what users are, how licenses work, and the different types of profiles. 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 into uContact with their credentials provided via email or by the Administrator. They can reset their password through the associated email in case of forgetting it.

All created users have access to the Inbox and the Agenda. Additionally, each user can have personalized permissions that can be easily assigned through Profiles, which will be explained later.

How do licenses work?

In uContact, licenses operate concurrently. For example, if an instance has 70 acquired licenses, up to 70 users can log in at the same time. Each logged-in user consumes one license, 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 there are different roles in your Contact Center with specific permissions, you can have the same structure in uContact using Profiles. Each user can be assigned roles and permissions based on their user Profile. Each user can only have one profile, but you can create as many profiles as you need.

Each profile can be assigned specific permissions to access various uContact modules, such as Users, Campaigns, Connectors, etc. Additionally, for each of these modules, you can specify what actions the user can perform, such as creating, editing, or deleting elements.

User without a 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 module. Typically, this type of user is an Agent.

Advanced permissions

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

• User with a Custom Profile
  Users with a custom Profile can be assigned permissions similarly to a Profile, but these permissions do not create a Profile. Therefore, if you want to assign the same permissions to another user, you must do so manually. This is used to quickly assign permissions to a user without needing to create a Profile.

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