Edit user configuration data

To edit a user’s profile, roles, and other user-specific settings, Click Admin > People. Then click to select a user from the list. 

The Roles tab of the Edit Person page lets you assign and unassign roles to control user access to Genesys Cloud features.

Important:  The license that each role uses corresponds to the most expensive permission assigned to the role. The license represents the cost associated with assigning the role. 

Control Action
Add new role field Filters the list by keywords in the role description.
Name column The name of the role. Click the role’s link to open it in the Edit Role page.
Type column Lists whether the role is a standard (default) or custom role.
Description column If the role has a description, the definition appears here.
Divisions column Lists the divisions in which users with this role can access. Click in the box to add or remove division access.
Group Inheritance column Lists the groups that are assigned this role.
Unused  Identifies unused roles for a user.
Assigned Shows if the role is assigned to the user. Click to assign or unassign a role.

The Division & Licenses tab of the Edit Person page shows what permissions are assigned to the user.

Control Action
Division Click this list to select the division in which to assign this user’s object data. 
License Type If auto-license is enabled, the role’s corresponding license appears here. If it is disabled, select the license to assign to the role.
Available Add-ons Lists the add-ons assigned to this role.

The View Permissions tab of the Edit Person page shows what permissions are assigned to the user.

Control Action
Permission Lists the permissions assigned to the user.
Roles links Opens the Edit Role page for the selected role.
Divisions Lists the division for which the user with each permission can access.
Access Lists the level of access allowed for this user.
Conditions Includes any conditions that an administrator set on the permission. Use conditions to further limit the what the user can access and manage if their role includes this permission.
Minimum License Lists the minimum license available to be granted this the permission.
License panel If auto-license is enabled, the role’s corresponding license appears here. If it is disabled, select the license to assign to the role.

The Phone tab of the Edit Person page shows which phone is assigned to the user.

Control Action
Default Phone field Lists available phones to assign to a user based on keyword search.
Auto-Answer

Click to enable auto answer for agents. This allows the agent to receive whisper audio, which lets them know what queue the caller entered before the agent connects to the call. By default, this setting is disabled. 

Note: To enable whisper audio, see Create and configure queues.
Timeout Seconds Enter the number, in seconds, to alert the user before Genesys Cloud sends the call to voicemail.

The ACD Skills tab of the Edit Person page lets you assign skills and languages to contact center agent profiles for ACD routing.

Control Action
Skills field Assigns skills to the user profile based on keyword search.
Languages field Assigns languages to the user profile based on keyword search.
Rating stars Assigns a level of knowledge to skills and languages.
Delete button Deletes the skill or language from a user profile.

The Queues tab of the Edit Person page lets you assign one or more queues to a user.

Control Action
Assigning Queues Search for and assign one or more queues to the user. 

The Utilization tab of the Edit Person page allows you to configure utilization per agent. You can also configure utilization at the organization level. By default, the system uses the default org settings unless you configure them for an agent. For more information, see Configure utilization at the org level.

Control Action
Media Media options include voice, chat, email, message, and callback.
Maximum Capacity

For each media type, specify the maximum number of interactions to allow.
Can be interrupted by Specify the interaction types allowed to alert the agent while they handle interactions already assigned to them
Block calls when on a non-ACD call (excludes transfers)

Voice only: To ensure that non-ACD interactions are not interrupted by ACD interactions, select this check box.

Note:  Non-ACD calls are not included in the overall ACD utilization count because the system considers them internal, not ACD calls.
Reset to system defaults To return the agent to the default settings for the organization, click this setting.

    The Person Details tab of the Edit Person page lets you edit any part of a user profile, including fields that users don’t have permission to edit.

    Note: Genesys Cloud has built-in logic around Work Phone 1-4 fields that it uses to route calls. Therefore, these fields should not be reused elsewhere in the application. If you need to add an additional phone number, use a field other than the Work Phone 1-4 fields.

    Control Action
    Edit links Opens controls for editing different sections of a profile.
    Delete Person link Deletes the user account from the organization.