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User Management

Two kinds of "user"

This page covers contact-centre users (agents, supervisors and managers) provisioned against Amazon Connect, using the contact-centre roles Agent, Supervisor and Manager. That is separate from Admin-app organisation membership — the people who can sign in to the NeonNow Admin app and their platform roles (Org Admin, Admin, Operations, Campaigner). For organisation membership and platform roles, see User Management and Roles and Permissions in the CX platform docs. The two systems do not map to one another.

Add users​

Users can be created via the CX user management page which will also create a user record in Amazon Connect.

  • Log into CX as user with CX Manager permission
  • Under Settings, click Manage Users. The list of users will open
  • Select the ‘Add User’ button in the top right, and enter the following fields:
    1. First Name
    2. Last Name
    3. Email Address
    4. Phone Number
    5. Contact Centre Role - Agent, Supervisor or Manager:
      • Agent - basic contact center agent functionality, including CX Insights Wallboard (if enabled)
      • Supervisor - Agent, plus extended CX Insights dashboards - ‘Analytics’ and 'Performance Today'
      • Manager - Supervisor, plus user management
    6. Amazon Connect Login Name
    7. Amazon Connect Security Profile
    8. Amazon Connect routing Profile
    9. Password (if instance is not SSO-Enabled)
  • Select Save

Edit users​

To edit a CX user, follow the steps below

  1. Log into CX as user with NeonNow Admin app permission
  2. Under Setting, click Manage Users. The list of users will open
  3. Look for the user in the list, or click the Search icon and type in the name or username
  4. Click the three dots (ellipsis) on the far right of the user & select the 'Edit' action. Note, if there is not an ellipsis showing, this indicates the user is externally managed (via SCIM)
  5. Update fields as required for the user
  6. Click Save

Delete users​

To delete a CX user, follow the steps below

  1. Log into CX as user with NeonNow Admin app permission
  2. Under Setting, click Manage Users. The list of users will open
  3. Look for the user in the list, or click the Search icon and type in the name or username
  4. Click the three dots (ellipsis) on the far right of the user & select the ‘Remove’ action. Note, if there is not an ellipsis showing, this indicates the user is externally managed (via SCIM)
  5. Choose to delete the user’s Amazon Connect user by ticking ‘Keep their Amazon Connect user account’
  6. Click Remove to confirm removing the user