Manage users

A user is someone who has at least one role within Webex WFO. By default, these roles are Agent, Supervisor, and Administrator. Other roles can be created by users with the Create User Roles permission.

• In systems that do not sync with an ACD, users are created and managed only from within Webex WFO.
• In systems that do sync with an ACD, users are created and managed in the ACD, although you can still create users in Webex WFO (these users are not synced back to the ACD, and exist only in Webex WFO).
• When users are synced from the ACD, Webex WFO creates a new user and associates an ACD user profile with that user (see Manage user profiles for QM and Analytics).

This section helps you understand, create, and manage your Webex WFO users.

How licenses work for QM, Analytics, and Insights	Learn about the types of licenses that are available and how licenses, roles, and permissions interact.
Create and edit users for QM, Analytics, Insights, and Performance Management	Sync users from your ACD or set them up manually, and configure and maintain them for the Webex WFO applications.
Import and export users for QM, Analytics, Insights, and Performance Management	Learn how to import new or edited users or export existing users. The import and export data is in CSV format.
Manage roles and permissions for QM, Analytics, Insights, and Performance Management	Roles and permissions determine a user’s access in Webex WFO.
Assign landing pages to users	Select the page that people first see when they log in to Webex WFO.
Manage teams for QM, Analytics, Insights, and Performance Management and Manage groups for QM, Analytics, Insights, and Performance Management	Teams and groups organize your users within Webex WFO.
Manage views for QM	Views determine a user’s scope in Webex WFO.