User Profiles in Nextiva Contact Center are essential for assigning permissions and roles to different types of users. They allow Administrators to efficiently control what features and capabilities are available to each user, enhancing both security and operational efficiency.
Creating a User Profile
Search for the User Profile icon in the Options Menu. Click Plus (+) to the right of the Search field. Enter the required information under each tab.
Information Tab
|
Field Name |
Description |
|
Name |
The name of the User Profile. |
|
Description |
The description of the User Profile. |
|
Authority Set Identifier |
The Authority Set that you wish to associate this user profile with. |
Options Tab
|
Toggle Button/Slider |
Description |
|
Welcome Prompt |
A welcome message is played to users when they login to the application. |
|
Password Rule |
The password rule that should be applied to this user profile. |
|
Show Web RTC Notification |
Web RTC notifications will be displayed to users with this profile if enabled. |
|
Ring Phone on ACD Offer |
If enabled, users with this profile’s phone will ring when receiving ACD offers. |
|
Ring Logged Out Agent’s Phone |
If enabled, users’ phones with this profile will ring when logged out. |
|
Enable screen recording |
If enabled, users with this profile will have the workitems screen recorded. |
|
Dual View |
If enabled, a user will see a split-screen view. |
|
Enable Changing View |
If enabled, it allows a user to switch between the dual and normal views. |
Transcription Tab
|
Field Name |
Description |
|
Enable Realtime Transcription |
If enabled, Realtime Transcription will automatically be enabled for all users assigned to this user profile. |
|
Percentage of the maximum of minutes |
Percentage of transcription minutee assigned to users of this profile from the total tenant minutes. |
Auto Disposition Tab
|
Field Name |
Description |
|
Disable Disposition |
If enabled, the system will auto disposition every workitem. |
|
Auto disposition |
Automatically disposition workitems from an agent’s screen when they are in wrap-up for a specified time. |
|
Wait time before auto disposition. |
The amount of time in wrap-up that an item will wait in before it is auto-dispositioned. |
|
Confirm disposition |
If enabled, a pop-up confirmation message will be sent e whenever a user dispositions a workitem. They will be asked to confirm the disposition. |
ACD Tab
|
Field Name |
Description |
|
Auto Login to Queues |
All users assigned to this user profile will automatically be logged in with the status that is configured in their user object. |
|
Wait time before auto disposition |
The amount of time in wrap-up that an item will be in before it is auto-dispositioned. |
|
Offer Timeout in Seconds |
The amount of time the agent waits to accept a workitem before the workitem returns to the queue and is set to No Answer. |
Outbound Tab
|
Toggle Button |
Description |
|
Allow campaign selection |
Users with Allow campaign selection disabled will be logged into the outbound/progressive campaign corresponding to their group. If enabled, they will be able to choose which campaign. |
|
Allow override |
When a consent warning is shown, the user will be given the option to proceed with the call, SMS, or email. |
|
Prevent Manual Outbound on ACD Offer |
When a consent warning is shown, the user will be given the option to proceed with the call, SMS, or email. |
Auto Dial Tab
|
Toggle Button |
Description |
|
Auto Dial in Review |
Automatically dials a lead in progressive mode when the preview is presented to the agent. This saves the agent from having to click to dial. |
Edge Option Tab
|
Field Name |
Description |
|
Twilio Edge ID |
The region and city that Twilio will use to send the SIP calls through. This improves the quality of the call the closer it is to the agent’s SIP address. |
|
Region |
The region assigned to the Agent (if applicable). |
Shelf AI Agent Assistant Tab
If you have an integration with Shelf AI, you need to have the ID of the user in the configuration that is using Shelf AI. If you have live transcription enabled, it gets passed to Shelf AI, and Shelf AI can pass recommendations on how to respond to the user. This can be done with any workitem with live transcription enabled.
The OAuth Tab
|
Field Name |
Description |
|
External Identifier |
The field name to identify the user profile in an external system. |
Channels
A channel is a way to communicate with customers. The types of channels are Chat, Email, Fax, SMS, Social, and Voice. Each channel has the following fields:
- Enable/Disable: If enabled, the user will be able to receive workitems for the channel type from the ACD.
- Priority: If work items from all channels enter the system at the same time, they will be distributed in the order of highest priority to lowest. The channel with the highest priority will receive those workitems of that channel first.
- Simultaneous Limit: The maximum number of work items the users can be offered simultaneously from this channel.
- Support Multi-tasking: If enabled, the user can receive workitems from other channels while working on this one.
Call Notifications Tab
|
Toggle Button |
Description |
|
Call Failed |
Display a notification message to the user when a call fails for unknown reasons. |
|
Call Permission |
Display a notification message to the user when a call fails due to a permissions issue. |
|
Call Unavailable |
Display a notification message to the user when a call fails due to unavailability reasons such as outbound hours. |
|
Call Network |
Display a notification message to the user when a call fails for network reasons. |
|
Call Busy |
When a call reaches a busy line, display a notification message to the user. |
|
Call Complete |
Display a notification message to the user when a call is completed (terminated). |
|
Call No Answer |
Display a notification message to the user when a call fails due to the customer not answering. |
|
Enable Call Connect Notification |
Display a notification when a call connects. |
|
Enable Call Ringing Notification |
Display a notification when a call is ringing. |
First Party Skill Tab
|
Toggle Button |
Description |
|
Notify User about Lead Status |
The user is logged into a progressive campaign using First Party Skills if enabled. If no leads are presented to the agent, the agent will receive a pop-up message telling them there are currently no leads available. |
Home Tabs
A home tab is one or multiple views of a selection of widgets. This is where users are assigned the widgets that will appear on their home page at the User Profile level.
NOTE: Home tabs specified on the user level will supersede the ones assigned at the profile level.
Adding/Removing Dashboards
Where real-time dashboards are assigned, a user with this profile can see the data related to the campaigns, queues, and users they supervise.
Google Looker Studio
The Google Looker Studio tab is where Google Looker Studio reports are assigned.
The Dispositions Tab
A disposition assigned to the user profile is a subset of the dispositions assigned to the campaign. For example, if the campaign has ten dispositions (A, B, C, D, E, F, G, H, I, J), and the user profile has 5 (A, B, C, D, E), then only A-E will be presented to the user when dispositioning a work item.
If the campaign has five dispositions assigned (C, D, E, F, G) and the user profile has 5 (A, B, C, D, E), when the user dispositions a workitem from this campaign, only the union of thetwo2 lists will be shown C-E.
If there is no union, the entire list of dispositions is presented. If there are no possible dispositions on the user’s UI, they will be stuck with that workitem on their screen and unable to get any other ACD worktems. They can handle non-ACD workitems, but the un dispositioned workitems will stack up on their UI until someone fixes the bad configuration.
Teams Presence Sync Tab
The Teams Presence Sync Tab allows statuses in Microsoft Teams to be changed in Nextiva and vice versa.
NOTE: The names of the statuses in Nextiva must match the names of the statuses in Microsoft Teams.
|
Toggle Button |
Description |
|
Sync Presence to Teams |
If enabled, a status change in Nextiva will automatically change in Microsoft. |
|
Sync Presence to Nextiva |
If enabled, a status change in Microsoft will automatically change in Nextiva. |
Auto Login Tab
The Auto Login Tab allows users with a specific profile to auto-log into either Predictive or Progressive mode when logging into Nextiva. Administrative users can configure the auto-login type depending on the profile, including if it’s done by a Group or for a specific Campaign.
|
Field Name |
Description |
|
Auto Login |
Which Auto login should be used for the profile. |
If Predictive or Progressive are chosen in the Auto Login Field, you will see the Auto Login Type fields, where you can select auto-login with a campaign or group. Then, you will see the Campaign or Group field based on the previous selection.