Managing Users

The Users page lets administrators manage everyone in Control Center — invite new users, import in bulk, edit roles, and control access.

Prerequisites

• You must have the CC Admin or CC Supervisor role.
• Navigate to Settings → User Management → Users.

The Users Table

The table shows each user's name, role, skills, teams, and status.

User Statuses

Inviting Users

1. Click Invite Users in the top-right corner.
2. Type email addresses in the input field, pressing Enter after each one.
3. Select a role from the dropdown (required).
4. Optionally assign skills and teams.
5. Click Send Invites.

Note: You can invite up to 50 users at a time. Each person receives an email invitation.

Importing Users in Bulk

For onboarding many users at once, upload a CSV or Excel file.

1. Click the three-dot menu (⋮) next to the Invite button and select Import Users.
2. Drag and drop your file, or click Browse Files. Supported formats: .csv and .xlsx.
3. The system validates every row and shows a preview:
   • Errors (red) — must be fixed before importing (invalid emails, duplicates, missing usernames)
   • Warnings (yellow) — won't block the import (e.g., missing role defaults to "Agent")
4. Use the filter tabs (All, Errors, Warnings) to review flagged rows.
5. Click Import.

Note: Click Download Sample File to get a template with the correct column headers.

Handling Duplicates

If the file contains emails that already exist, a dialog appears with two options:

• Replace & import all — updates existing users with the new data and imports everyone
• Add only new — skips existing users, imports only new ones

Editing a User

1. Click Edit on the user's row.
2. In the edit modal, you can:
   • Change the role using the dropdown
   • Assign or remove skills
   • Click Add to Team to add them to a team
   • Remove them from a team via the membership table
3. Click Save.

Deactivating a User

1. Click the three-dot menu (⋮) on the user's row.
2. Select Deactivate.
3. Confirm in the dialog.

The user's role is removed and they lose access. Their record stays in the system.

Revoking a Pending Invite

1. Click the three-dot menu (⋮) on the user's row.
2. Select Revoke.
3. Confirm in the dialog.

The invite link becomes invalid and the status changes to Revoked.

Exporting Users

1. Click the three-dot menu (⋮) at the top of the page.
2. Select Export Users.
3. A CSV file downloads with every user's name, email, role, skills, and teams.