Account Management

Account Management enables you to create and manage user accounts, agent groups, roles, skills, access groups, and capacity rules. This includes the ability to create user accounts from templates and manage user accounts either one at a time or in bulk. Users can be assigned to agent groups that represent specific areas of the business. You can also add groups of similar users to access groups that share the same set of roles and permissions for manipulating objects, which provides a simplified method for provisioning security. Capacity-rules management enables you to define rules for managing the volume of interactions within a business.

Account Management includes the following sections:

User Accounts

These pages explain how to manage user accounts.

• User Accounts
• Create or delete user accounts
• Set passwords, options, or access control
• Enable or disable user accounts

Agent Groups

These pages explain how to manage agent groups.

• Agent Groups
• Create, delete, or copy agent groups
• Enable or disable agent groups

Agent Skills

These pages explain how to manage agent skills.

• Agent Skills
• Create, delete, or copy agent skills
• Enable or disable skills

Access Groups

These pages explain how to manage access groups.

• User Access Groups
• Create, delete, or copy agent groups
• Enable or disable agent groups

Roles

These pages explain how to manage roles.

• Roles
• Create, update, copy, or delete roles
• Enable or disable roles
• Re-create the default role

Capacity Rules

These pages explain how to manage capacity rules.

• Capacity Rules
• Create, copy, or delete capacity rules
• Enable or disable capacity rules

Bulk Change Sets

These pages explain how to manage capacity rules.

• Bulk Change Sets
• Create, delete, or execute a Bulk Change Set
• View completed Bulk Change Sets