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Table of contents:

Users Section

• Users Management
  • Create user
  • User details
  • Edit user
  • Delete user
• Import
  • CSV instructions for creating agents
  • CSV instructions for updating agents
  • CSV template columns guide
  • CSV file template table
• Export
  • CSV file template table
• Bulk management
  • Bulk management Active tab
  • Bulk management History tab
• Bulk Actions
  • Removing queues
  • Conversations access
  • Update role
  • Call wrap-up settings
    
    

Users Section

The Users section enables the addition, removal, and management of all Talkdesk users.

To access the Users section, navigate to the Admin App [1] and click on the Users section [2]:The Users section displays a list of all Talkdesk users. Clicking on a user’s name reveals additional details. Filters can be used to refine the users displayed by Activation [1], Role [2], Queue [3], Team [4]. Click on the Apply button [5] to apply the filter or Clear [6] to discard the filtering:

In addition, key actions for users management, bulk management and bulk actions can be found at the top right. Keep reading to find more details about each action.

 

Users Management

Create User

To create a user follow these instructions:

1. Click on the Create user button in the Actions area [1]. 
2. A modal with an interactive form will be launched. Fill out the required fields
3. Click Create [2] to confirm the creation of the user or Cancel [3] to dismiss and close the modal.

Notes:

• You can select a user role from the available roles. To learn more about roles, please visit the Roles and Permissions article.
• If there are available base edition seats, and a user is activated, a seat will be automatically assigned to that user and can be managed from Manage Seats. Likewise, when a user is deactivated/deleted, the seat will automatically be unassigned from that user and will no longer be available from Manage Seats.

 

User Details

Each user is composed of profile information and specific settings. To access any user details, click on the intended user name in the user's table. You’ll be presented with the following screen:

The user details is composed of:

• Profile tab [1]: displays user-specific information such as name, email, role, and team, among others. An Edit button [2] is available. 
• Classic Settings tab [2]: Contains detailed user settings. To know more about each field, please check this resource.
• Wrap-up settings tab [3]:
• Conversations tab [4]:
• Edit [5]: edits the user profile
• Delete user [6]: Deletes the user

Edit User

To edit a user profile, navigate to the Profile tab, click Edit, and update fields such as first name, last name, role, activation, and email.

After making changes, click Save to update the profile or Cancel to discard them and return to the user profile screen.

Notes:

• When assigning Queues to a user, if the scope is one of Team, Child Teams, Tor eam + Child Teams, the Queues must first be assigned to the user’s team.
• Some additional fields like "External ID" and "Team" are present, but are read-only. It’s possible to change the team on the Teams app.
• Deactivating agents from a license makes that license available for a different agent to be added but does not affect the total number of contracted licenses, as these are billed according to your contract. For more information, please read the Agents and Licenses article.

Delete User

To delete a user navigate to the User details screen and follow these instructions:

1. Click on the Delete user button [1].
2. A confirmation modal will be launched. To confirm the user deletion, please acknowledge the warning message by clicking on the Delete button [2] or the Cancel button [3] to cancel the deletion and close the modal.

Warning: All data relating to the deleted user across all Talkdesk products will be permanently deleted. You can't undo this action.

Import

On the Users section, click Import [1]. An upload modal will appear with the following fields:

1. Bulk operation [2]. Choose between create, update, or delete.

• The create option will import the users as new users.
• The update option will replace existing users.
• The delete option will delete users from the user list.

2. File upload. Drag and drop the CSV file in the dash area [3] or click the Choose a CSV file to upload button [4]. A system window will appear. Select the CSV file and confirm the upload.

Note: A CSV template can be downloaded by clicking on the Download template link [5].

 

CSV instructions for creating users:

• The CSV file must be a text file in a comma-separated format.
• The first line of the CSV file must be exactly the same as the last version available in the template.
• The bulk import is case-sensitive.
• All the mandatory fields should be filled in.

Tip: You can download an example of a CSV file with the information from the modal.

 

CSV instructions for updating users:

• The “Current Email” field is mandatory because the system will use that value to match users on Talkdesk. 
• If the “Current Email” and “Email” have different values, the user Email will be updated to the value on the “Email”.
• In case there’s an attribute that you don’t want to update, leave the corresponding column empty.
• It’s not possible to set a value as empty/default using the Bulk Import.
• Values are not cumulative, e.g., to a queue, all queues assigned to the user should be included on the CSV, in addition to the new one(s). 

CSV instructions for deleting users:

• The “Email” field is mandatory because the system will use that value to match users on Talkdesk.

Import CSV File Template Table

Column name	Mandatory	Supported values	Default value	Notes
Current Email	Yes (Updated)	email	N/A	Mandatory to update users' operations
Full Name	Yes (Create)	string	N/A	N/A
Email	Yes (Create, Delete)	email	N/A	Won't accept an email that already exists in the Account when creating. Mandatory for creating or deleting user’s operations.
Queues	No	N/A	agent	If it doesn’t exist in the account, it will be created. Queues should be separated by commas, without spaces, at the beginning and end. Example: agent, sales, support
Agent Activation	No	integer	N/A	When enabled, this is the internal extension that callers use to reach this agent. The setting may not apply when a Flow is assigned to a number.
External Phone Number	No	string	N/A	This is the number that calls are routed to when forward-to-phone is enabled. The setting may not apply when a Flow is assigned to a number.
Agent IVR	No	true and false	false	N/A
Role	No	string	agent	Must be an existing Role in the Account
Inbound Dispositions	No	true and false	false	N/A
Outbound Dispositions	No	true and false	false	N/A
Enable Outbound Caller ID	No	true and false	N/A	When the setting is different from the Account Settings, it will override it
Set Outbound Caller ID	No	string	N/A	Number to be used for outbound calls. If no number is provided, API will use the Account default Number.
Client Integration	No	string	talkdesk_main	If you are using the Default Talkdesk client integration, please do not fill in this field. If you are using another client integration, please ensure that the client name is correct and according to this list.
External ID	No	string	N/A	Agent identifier on an external system. This is necessary, for example, for some Talkdesk Healthcare Experience Cloud features.
Inbound Wrap-up Stage Enabled	No	true and false	false	Indicates whether the wrap-up stage is or isn't enabled for incoming calls.
Inbound Wrap-up Timeout	No	datetime	1 min	Defines the duration in which a user will remain in ACW status after an inbound call.
Inbound Wrap-Up Form Enabled	No	true and false	false	Used to configure whether the wrap-up form will be displayed after an inbound call ends.
Inbound Disable Dismiss Wrap-Up Form	No	true and false	false	Configuration to hide the dismiss button during the wrap-up stage after an inbound call.
Inbound End Stage After Terminating Form	No	true and false	false	Defines whether the ACW status ends after submitting the wrap-up form, in the context of an outbound call.
Outbound Wrap-Up Stage Enabled	No	true and false	false	Indicates whether the wrap-up stage is or isn't enabled for outbound calls.
Outbound Wrap-Up Timeout	No	datetime	false	Defines the duration in which the user will remain in ACW status after an outbound call.
Outbound Wrap-Up Form Enabled	No	true and false	false	Used to configure whether the wrap-up form will be displayed after an outbound call ends.
Outbound Disable Dismiss Wrap-Up Form	No	true and false	false	Configuration to hide the dismiss button during the wrap-up stage after an outbound call.
Outbound End Stage After Terminating Form	No	true and false	false	Defines whether the ACW status ends after submitting the wrap-up form, in the context of an outbound call.
Transfer Wrap-Up Stage Enabled	No	true and false	false	Indicates whether the wrap-up stage is or isn't enabled after a transfer.
Transfer Wrap-Up Timeout	No	datetime	1 min	Defines the duration in which the user will remain in ACW status after a transfer.
Conversations Access	No	“Web”, “Desktop” or “Web, Desktop”	“Web, Desktop”	Configure the devices allowed to run the Conversations app.

After selecting the bulk operation and choosing the CSV file, click on the Upload button [6] to upload and process the CSV or the Cancel button [7] to discard changes and go back to the user's screen.

The CSV will be processed, and the users will be inserted/updated. To check the CSV status please check the “Bulk Management” section.

 

Export

On the Users section, click Export [1] to export a list of all users' information into a CSV file. A modal will appear with the following options:

1. Export [2]. Starts the CSV file export process.
2. Click on the Cancel button [3] to discard changes and go back to the user's screen.

Export CSV File Template Table

Column Name	Type of values
Current Email	email
Full Name	string
Email	email
Queues	N/A
Agent Activation	integer
External Phone Number	string
Agent IVR	true and false
Role	string
Team	string
Client Integration	string

 

The download process can be tracked with the bulk management functionality:

• Active tab: Displays the file while it’s being processed
• History tab: Shows the completed file which can be downloaded from this tab.

Once the export is complete, a notification will appear in the Notifications area:

Bulk Management

Bulk management allows the progress tracking of imports and exports as well as the bulk history. The bulk management side panel can be accessed through the Users section. Follow these instructions to access it:

1. Click on the Admin app [1]. 
2. Click on the Users section [2].
3. Click on the Bulk management button [3]. A side panel will appear containing two tabs, Active and History. Please check the next sections to learn more about those tabs.

Bulk Management Active tab

The Bulk Management Active tab tracks all queued and current processes.

The history table is composed of bulk processes, each one containing:

• The file name [1].
• The operation type (create or update) [2].
• The uploaded timestamp and deletion date [3].
• The status of the process [4]. It can be one of the following:
  • Successful: The CSV was successfully processed, and the users were created/updated.
  • Failed: The CSV failed to be processed, and no users were created/updated.
  • Completed with errors: The CSV was processed, but some user's items were not created/uploaded. In this case, access the upload details for actions.
  • Canceled: The queued CSV was canceled. This action is only available via API call and can only be executed on queued items. Check the developer documentation for more information.

Bulk Management History tab

The Bulk Management History tab is a log of all bulk CSV processes.

The history table is composed of bulk processes, each one containing:

•  The file name [1].
• The operation type (create or update) [2].
• The uploaded timestamp and deletion date [3].
• The status of the process [4]. It can be one of the following:
  • Successful: The CSV was successfully processed, and the users were created/updated.
  • Failed: The CSV failed to be processed, and no users were created/updated.
  • Completed with errors: The CSV was processed, but some user's items were not created/uploaded. In this case, access the upload details for actions.
  • Canceled: The queued CSV was canceled. This action is only available via API call and can only be executed on queued items. Check the developer documentation for more information.

For more information on each process, click on the file name [1] and a detail screen will be presented with:

• The user name who uploaded and started the import or export process [1].
• The upload timestamp [2].
• The status [3].

If the status was not successful, it also presents:

• Detailed information on the processing error [4].
• Download CSV button [5].

The CSV available to download contains the uploaded and processed CSV with only the user items that had errors, along with some extra columns (the first and last columns):

• The current email column: It’s fulfilled when the operation type is updated and contains the current email of the user;
• Errors column: This column contains two types of information:
  • Agent created: Can be true or false, depending on if the user was created/updated.
  • Errors: Detailed information on the error(s) that have occurred.

Bulk Actions

There are several bulk actions you can operate within Users, such as:

• Activation settings
• Device settings
• Add queues
• Remove queues
• Privacy settings
• Call wrap-up settings
• Mobile agent settings
• Caller ID
• Interaction quality
• Update role 
• Default CTI integration
• Conversations access

Remove Queues

To remove a queue follow these steps:

1. On the Users section, select the user(s) to be removed.
2. Click on the Bulk Actions drop-down menu and choose the option Remove queues.
3. A new window will pop up showing all currently assigned queues. Select the queues you want to remove from the selected user(s), and click Save.

Conversations Access

To configure the appropriate device in which the agents are running the Conversations app, follow these steps:

1. On the Users section, select the users who need the device updated.
2. Click on the Bulk Actions drop-down menu.
3. On the new pop-up, go to Conversations access.

4. A new window will pop up showing the current access. Select the appropriate device in which agents can run the Conversations app, by selecting Web browser [4], Desktop app [5], or both.

1. 1. At least one option should be selected. If both are empty, an error message is shown and it will not be possible to save the changes. 
   2. If both options are selected, the users on the list can access the Conversations app via web browser and desktop app.
   3. If only the web browser is selected, the users on the list cannot access the Conversations app in the desktop app but can access via the web browser.
   4. If only the desktop app is selected, the users on the list cannot access the Conversations app in the web browser but can access via the desktop app.
2. Click Save [6]. 

Note: Agents using Conversations or Workspace embedded on an external application need to have the option ‘web browser’ selected. Otherwise, the embedded applications won’t work.

 

Update Role

To update a user's role, select the desired users, navigate to the Bulk Actions menu, and choose "Update Role" to apply the changes efficiently.

1. On the Users section, select the users who need the role updated.
2. Then, click on the Bulk Actions drop-down menu.
3. On the new pop-up, go to Update Role.
4. A modal will appear, allowing you to select the new role for the user and apply the update. Click Save to apply the changes successfully.

 

Call wrap-up settings

To update the users’ call wrap-up settings, per call direction, follow these steps:

1. In the Users section, select the users who need the call wrap-up settings updated.
2. Click on the Bulk Actions drop-down menu.
3. On the new pop-up, go to Call wrap-up settings.

4. A modal will appear, allowing you to select the new wrap-up settings for the user(s) and apply the update. Click Save to apply the changes successfully.

• When the modal is displayed, the default value for all call directions will be: Wrap-up stage = inactive (the same as for a new user). More information about enabling the wrap-up settings here.