Edit user configuration data

AI-generated summary

Genesys Cloud provides comprehensive user management and configuration capabilities through its Edit Person page, enabling administrators to manage user profiles, access controls, and agent-specific settings across multiple configuration tabs. The platform implements role-based access control where administrators assign roles (standard or custom) to users, with the system automatically assigning licenses based on the most expensive permission associated with each role. Division and license assignments are managed through dedicated sections that display associated license types and add-ons, with automatic license assignment enabled by default. The Permissions tab offers visibility into all permissions granted to users and their associated roles, while the Person Details section allows comprehensive editing of user profile fields including name, title, department, relationships, groups, location, skills, certifications, education, biography, HR information, and contact details. Phone configuration supports specialized call routing logic through device assignment and alerting timeout intervals before calls route to voicemail, with built-in routing logic for Work Phone 1-4 fields that should not be repurposed for other applications. Agent-specific configuration includes ACD skills and languages assignment with proficiency ratings from 1 to 5 stars to optimize call routing, queue assignment allowing users to be assigned to one or more queues through searchable selection, and utilization capacity settings across multiple channels including voice, callback, chat, email, message, and workitem. Administrators can override organization defaults, specify interaction types that can interrupt agents, set maximum capacity limits, and optionally include non-ACD calls in utilization calculations. The platform includes auto answer functionality that automatically answers incoming voice and digital interactions while alerting agents with audio notifications and displaying interactions in 'Connected' status. Individual interactions can be excluded from auto answer, and the feature can be disabled for specific channels such as message and email. Auto answer also enables optional whisper audio capability (disabled by default), allowing agents to hear queue information before connecting to callers. All configuration changes are accessed through Menu > User Management > Users and are persisted through a Save Changes action, with related task documentation available for implementation guidance.

To edit a user’s profile, roles, and other user-specific settings, click Menu > User Management > Users and do one of the following:

Click the user’s name in the list.
Click More in the user row and select Edit Person.

On the Person Profile page, you can view the following information about the user:

Under Roles section, click View Roles.

You can assign and unassign roles to control user access to Genesys Cloud features. By default, the assigned roles to the user are listed. To view all roles, select All from the View option. The following information is displayed for each role.

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
Role	Lists the name of the role. You can click the role to open it on the Edit Role page.
Role Type	Lists whether the role is a standard (default) or custom role.
Description	Lists the role description, if one exists.
Divisions	Lists the divisions in which users with this role can access. Click the Edit to add or remove divisions for the role.
Group Inheritance column	Lists the groups that are assigned this role.
Unused	Indicates whether the role is unused. For more information, see unused roles for a user.
Assigned	Shows whether the role is assigned to the user. Use the toggle switch to assign or unassign it.

Click Save Changes to update the user roles.

Under Division & License section, click View Division & License.

The license assigned to the user is displayed. By default, Genesys Cloud enables automatic license assignment.

Control	Action
Division	Click the list to select the division in which the user’s object data must be assgined.
License Type	Displays the license type assigned to the user. Each role has an associated license, which reflects the level of permissions assigned to that role.
Available Add-ons	Lists the add-ons assigned to the user. When a user is assigned an add-on, the number of add-ons appears next to the user license in the People page. Hover over the number to view the assigned add-ons.

Under Permission section, click View Permissions.

The permissions that are assigned to the user are listed.

Control	Action
Permission	Lists the permissions assigned to the user.
Roles	Lists the role that grants this permission. Click the role to open the Edit Role page for the selected role.
Divisions	Lists the divisions that the user with this 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 what the user can access and manage if their role includes this permission.
Minimum License	Lists the minimum license required for the permission to be granted.
License panel	License are updated automatically when a role is assigned to the user. The corresponding license and the available add-ons assigned to the user are displayed.

Add roles

Under Phone section, click View Phone. The user’s default phone and voice call settings are displayed.

Control	Action
Phone	Lists available phones to assign to a user based on keyword search. Select a phone from the list.
Alerting Timeout	Enter the number, in seconds, to alert the user before Genesys Cloud sends the call to voicemail. If you are updating the user’s phone details for the first time: You can directly update the Alerting Timeout field which automatically overrides the value fetched from the organization setting for timeout seconds. If you want to revert and inherit the organization setting, click the Value is overridden icon. In the Property Details box, check for the organization setting value and click Inherit This Setting. Then, click Save Changes. For an already edited user’s phone details for timeout seconds, you can directly update the Alerting Timeout field. You can click the Value is overridden icon and view the organization setting.
Automatically answer ACD voice calls assigned to this person	Select this option to set auto-answer for ACD calls for the user.

Control

Action

Phone

Lists available phones to assign to a user based on keyword search. Select a phone from the list.

Alerting Timeout

Enter the number, in seconds, to alert the user before Genesys Cloud sends the call to voicemail.

If you are updating the user’s phone details for the first time:

You can directly update the Alerting Timeout field which automatically overrides the value fetched from the organization setting for timeout seconds. If you want to revert and inherit the organization setting, click the Value is overridden icon. In the Property Details box, check for the organization setting value and click Inherit This Setting. Then, click Save Changes.

For an already edited user’s phone details for timeout seconds, you can directly update the Alerting Timeout field. You can click the Value is overridden icon and view the organization setting.

Automatically answer ACD voice calls assigned to this person

Select this option to set auto-answer for ACD calls for the user.

Under ACD Skills section, click View ACD Skills. You can assign skills and languages to the contact center agent profiles for ACD routing.

Control	Action
Skills	Assign skills to the user profile based on keyword search.
Languages	Assigns languages to the user profile based on keyword search.
Skills and language rating	Rate the user’s skill and language proficiency from 1 to 5 stars. The rating 1 represents a low proficiency and 5 represents a high proficiency.
Delete	Deletes the skill or language from a user profile.

Under Queues section, click View Queues. You can assign one or more queues to the user.

Control	Action
Assigned	Search for and select the queues to which you want to assign the user. Click Save Changes.

Under Utilization section, click View Utilization. You can configure the number of interactions that the user can handle at any time across various channels sucb as voice, callback, chat, email, message, and workitem. By default, the system uses the default organization settings unless you configure them for the user. For more information, see Configure utilization at the org level.

If you want to configure the utilization details for the user, toggle the Use organization’s default settings switch to off and then edit the configuration for each channels. You can edit the following configuration details:

Control	Action
Can be interrupted by	Specify the interaction types allowed to alert the agent while they handle interactions already assigned to them.
Maximum Capacity	Specify the maximum number of interactions to allow.
Count non-ACD calls in utilization capacity	This option is displayed only when you edit the voice channel. By default, Genesys Cloud does not include non-ACD calls in the overall ACD utilization count because they are internal, not ACD calls. To include them, select this option.

For more information, see About people and permissions.

[NEXT] Was this article helpful?

Get user feedback about articles.

Edit user configuration data

Related tasks

Related tasks

Related tasks

Related tasks

Related tasks

Related tasks

Related tasks

Related tasks

Related tasks

[NEXT] Was this article helpful?