User Management Overview

The User Management portal functions as an enhanced standalone version of the Users & Teams section of the admin portal. Users and other entities added or updated via admin portal are shown in the User Management application, and vice versa.

Once enabled for your contact center, User Management can be accessed at https://<your contact center>.com/apps/user-management, e.g. https://example.brightpattern.com/apps/user-management.

Users and Teams

All contact center personnel who may need access to any functionality of your Bright Pattern Contact Center solution must be registered as users. Usually, such personnel includes all contact center agents and supervisors who need to have access to interaction handling and supervisor functions respectively, as well as all contact center managers and administrators who may need to use the Contact Center Administrator application for any type of administration tasks.

For management and reporting purposes, users are assigned to teams. Note that in Bright Pattern Contact Center, a user cannot be a member of more than one team.

The exact set of functionality available to a particular user is defined by the role(s) assigned to this user in the solution configuration.

Sections

The following is a list of sections found in the User Management application.

• Users
• Teams
• Roles
• Skills
• Skill Presets
• Call Pickup Groups
• Hunt Groups
• Recycle Bin
• Settings (System-Wide)