Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring the Employee Center/ Configuring Employee Information
Updated on 2025-11-07 GMT+08:00
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Configuring Employee Information

Employees indicate personnel employed by an enterprise. Employee accounts can be used to sign in to the system and perform business operations.

Context

Assign administrator permissions to the new employee Jack in department A so that Jack can work as an administrator.

Prerequisites

Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

  1. Configure an OU. For details, see Configuring OUs.
  2. Choose Configuration Center > Employee Center > Employee. The employee information management page is displayed. The OU information is displayed on the left, and employee information under the OU is displayed on the right.

    Figure 1 Employee

    Information about the default employee created during tenant provisioning cannot be modified. Only agent IDs and skill queues can be configured, and passwords can be changed.

  3. (Optional) Enter an OU name to fuzzily search for all employee information under an OU based on the OU name.
  4. Click New. On the Add Employee page, configure employee information.

    Figure 2 Employee Info
    • Account (mandatory): Employee account used by business personnel to sign in to the AICC, for example, j100006.
    • Employee: Employee name, which cannot be edited. On the Chinese GUI, this parameter consists of the last name and the first name, for example, zhangsan. On the non-Chinese GUI, this parameter consists of the first name and the last name, for example, san zhang.
    • Last Name (mandatory): The last name of an employee, for example, zhang.

      If you want to change the last name of an employee after the employee is associated with an agent, click Save And Configure and then click Save.

    • First Name (mandatory): The first name of an employee, for example, san.

      If you want to change the first name of an employee after the employee is associated with an agent, click Save And Configure and then click Save.

    • Email (mandatory): Business email address used by an employee to receive notifications.
    • Phone Number: Phone number of an employee.

      To receive the SMS verification code, you need to add the correct country code before the mobile number, for example, 8612312345678 or +8612312345678.

    • Account Type (mandatory): The value is Local or Domain. You can select Domain only when domain account authentication is enabled for the tenant.

      When the tenant parameter Whether to enable domain account authentication is set to yes, LDAP-related tenant parameters are used. When the tenant parameter Whether to enable domain account authentication is set to consistent with the system level, LDAP-related system parameters are used.

    • Account and Password Rule Group (mandatory): Password setting rule of an employee. By default, Default is selected.
    • New password and Confirm Password (mandatory): Password for the first sign-in.

      Set a new password based on this password during the first sign-in. The new password must contain at least two different characters from the initial password.

      Set a password that meets the password complexity requirements as prompted.

      These two parameters are not displayed when Account Type is set to Domain.

    • Owning Organization (mandatory): OU to which an employee belongs.

      Organization: This parameter is specified by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement.

      • After the parameter is set to Yes:
        1. For accounts without the View All Organization Data permission in System Public Permissions:
          • If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessible Organizations configured on the Employee Info/Organization Unit page can be selected.

            If accessible OUs are configured both on the Employee Info and Organization Unit pages, the permissions on the accessible OUs configured on the Employee Info page take precedence.

          • If the Viewing and Editing Home Organization Data permission under System Public Permissions is granted, the data under the OU (excluding sub-OUs) to which the current employee belongs can be viewed.
          • If the View Lower-Level Organization Data permission under System Public Permissions is granted, the data under sub-OUs of the OU to which the current employee belongs can be viewed.
        2. Accounts with the View All Organization Data permission under System Public Permissions configured: All OUs can be selected.
      • After the tenant parameter is set to No, all OUs in the tenant space can be selected.
      • The number of OUs that can be selected is specified by the value of the system parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page.
    • Accessible Organizations: OUs that can be accessed by an employee. Permissions can be configured by menu permission or organization. By default, the read permission is configured by organization.
      Figure 3 Configuring accessible OUs
      The accessible OUs are specified by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement.
      • After the parameter is set to Yes:
        • For accounts without the View All Organization Data permission in System Public Permissions:
          • If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessible Organizations configured on the Employee Info page can be selected.

            If accessible OUs are configured both on the Employee Info and Organization Unit pages, the permissions on the accessible OUs configured on the Employee Info page take precedence.

          • If the Viewing and Editing Home Organization Data permission under System Public Permissions is configured, the data under the OU (excluding sub-OUs) to which the current business account belongs can be viewed.
          • If the View Lower-Level Organization Data permission under System Public Permissions is configured, the data under the sub-OUs of the OU to which the current business account belongs can be viewed.
        • Accounts with the View All Organization Data permission under System Public Permissions configured: All OUs can be selected.
        • Operations supported for OU selection:
          • Include Sub-Organizations: When this option is selected, the selected OUs and their sub-OUs are selected by one click.
        • The number of OUs that can be selected is specified by the value of the system parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page.
      • After the parameter control function is disabled, all OUs in the tenant space can be selected.

      If the OU to which an employee belongs has the read permission on OU A and the employee has the write permission on OU A, the write permission of the employee on OU A is preferentially used.

    • Title: Title of an employee, which is used for the AI inspection business to determine the operation permissions of the employee in the inspection task handling process.
    • Role: Function permissions and menu permissions that the business account of an employee has. For details about how to configure role permissions, see Configuring Role Permissions.
    • Description: Remarks about an employee.
    • Manager: Unavailable when an employee is created. Configure the manager in the OU.

  5. Complete the employee creation and open the Configure Agent page.

    • Click Save. On the Employee page, click Set corresponding to the new employee to open the Configure Agent page.
    • Click SaveAndConfigure to complete the employee creation and directly open the Configure Agent page.

  6. Configure agent information.

    Figure 4 Configure Agent
    • Agent Info
      • Employee ID (mandatory): Select an agent ID and its softphone number, agent type, and platform role.
      • Agent Type: The default value is the agent type associated with the selected Employee ID.
      • Platform Role (mandatory): The default value is the platform role associated with the selected Employee ID. The value can be changed. The options are Common agent, Quality checker, and Callout agent.
      • Softphone Number: The default value is the softphone number associated with the selected Employee ID.
      • Authentication Mode (mandatory): Agent information authentication mode. The value is UAP Authentication.
      • Agent Mobile/Fixed-Line Number: Mobile number or fixed-line phone number of the agent.
      • Home QC group: Inspection group to which the agent belongs. This parameter is available when Platform Role is set to Quality checker.
      • Home Traffic Group: Agent group to which the agent belongs.
      • Intelligent Recognition: Configure whether the agent is an intelligent agent. This switch is turned off by default. In addition to basic voice control functions, intelligent agents support real-time ASR and related intelligent recommendation functions. Before turning on this switch, ensure that the number of agents for which intelligent recognition is enabled does not exceed the number of intelligent agents allocated when the tenant is created.
      • Automatic Session Summary: This switch is turned off by default. After this function is enabled, the system can intelligently summarize the call content, issue resolution result, and customer satisfaction when Call Reason is configured on the workbench.

        This parameter is available only when the Automatic Conversation Summary feature is enabled and the Intelligent Recognition function is enabled.

      • Smart Form Filling: This switch is turned off by default. After this switch is turned on, the system automatically extracts the information from the dialog text between a customer and an agent when the agent creates a case on the workbench. The system fills the information in the corresponding case form to complete the case filling task, so that the agent does not need to manually enter the information.

        This parameter is available only when the tenant parameter Enabling the Intelligent TT Filling Feature is set to Yes.

        To enable the Smart Form Filling function, enable the Intelligent Recognition function first.

      • Reply polishing: This switch is turned off by default. After this switch is turned on, an agent can polish a reply in plain text in the text box during a session on the workbench. The agent can use the scripts to improve service professionalism.

        This parameter is available only when the Refine response feature is enabled and for multimedia or versatile agents for which the Intelligent Recognition function is enabled.

      • Phone–Only Agent: After this switch is turned on, an agent can dial a specified access code to access an IVR flow, press a key as prompted to enter the agent ID and password to sign in, and answer calls on a mobile phone. When this switch is turned on, system O&M personnel need to customize the phone–only agent process for the tenant based on the platform, and the tenant needs to provide number resources for accessing the phone–only agent process.
      • Agent Number Anonymization Flag: Flag for a third-party to mark whether an agent has the anonymization feature. This is not a feature switch. The anonymization feature enables agents to customize the calling number displayed on the customer side (the calling number displayed to the customer) and the calling number displayed on the agent side (the calling number displayed to the agent).
    • Sign-in Password
      • New Password and Confirm Password: Password used by the agent to log in to the softphone.
      • Current account password: Password of the business account for which employee information is configured, which is used to ensure account security.
      • Password Validity Period (Days): Validity period of the softphone login password.
      • Verification Code: Authentication mode used for password settings to guarantee security of the current account. The verification code can be a mobile phone verification code or an email verification code. For details about the authentication mode, see the value of Two-factor Authentication Method set by the system administrator.

        Verification Code is available only when Two-factor Authentication Method is set to SMS verification code or Email verification code. You can click Obtain to obtain a verification code.

        • A verification code is valid for 1 to 5 minutes and is specified by the system parameter Two-factor Authentication System-level Verification Code Validity Period set by the system administrator.
        • The interval for obtaining a verification code is 1 minute. If you enter a verification code correctly but password change fails, you can obtain a new verification code immediately.
    • Skill Information
      • Skill Type: Skill type of the agent configured for the current employee. The options are Skill Queue and Skill Group.
      • Select Skill Queue: Click to select skill queues to be associated with the agent configured for the current employee. Skill queues can be selected based on OUs.
        Figure 5 Select Skill Queue page

        The number of OUs that can be selected is specified by the value of the system parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page.

        Operations supported for OU selection:

        • Include Sub-Organizations: When this option is selected, the selected OUs and their sub-OUs are selected by one click.

        • Before using this parameter, ensure that all the following conditions are met:

          • The Has the tenant enabled inter-organization data isolation enforcement parameter has been set to Yes on the Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common page.
          • Relevant OU permissions have been configured. Either of the following is acceptable:
            • When the View All Organization Data permission under System Public Permissions has been granted, select an OU which is not at the lowest level.
            • When the View Lower-Level Organization Data permission under System Public Permissions is configured, select the home OU to which the current account belongs or its sub-OU, and ensure that the selected OU is not at the lowest level.
      • Select Skillset: Click to select skill groups to be associated with the agent configured for the current employee. Skill groups can be selected based on OUs.
        Figure 6 Select Skillset page
    • Call Configuration: Set employee-level call parameters. This configuration is displayed when the agent type is versatile agent or multimedia agent.
      • Configuration mode of the number of concurrent requests: This parameter is set to Follow the organization configuration by default and can be customized.
      • Multimedia Sessions Concurrently Processed by Agent: This parameter can be modified when Configuration mode of the number of concurrent requests is set to Customized Rule. The maximum value is 60.
        Figure 7 Call Configuration

  7. (Optional) Filter data.

    • Search for employee information by employee.
    • Click More, enter an account, select a status, and click Search to filter detailed data.
    • Click to refresh real-time data.
    • Import employee information and accessible OUs.
      1. Click . The Import page is displayed.
        Figure 8 Importing a user
      2. Click Download Template to download the employee information template or the accessible OU to the local PC.
      3. Enter the user information or accessible OU information. For details, see the description on the readme sheet.
      4. Click to upload the file.
      5. Click Confirm to create an import task.
      6. Click and select Import User List to view the user import task list. Select an import task according to the import time and click Download to view the import result.
        Figure 9 Import User List
    • Export a file.
      1. Click . A message is displayed, asking you whether to export employee information.
      2. Click Export All. The page for adding export tasks is displayed.
      3. After entering the compressed password, you can click to view the plaintext password.
      4. Click OK to export employee information.
      5. Click . On the page that is displayed, click the Export Task View tab page and view the user export task list.
    • Download employee information.
      1. Select employees to be downloaded in batches and click to create an export task. If no employee is selected, information about all employees is downloaded by default.
        Figure 10 New export task
      2. Set Compressed password and click OK to create an export task.
      3. Click . On the page that is displayed, click the Export Task View tab page and view the export task list. Click Download corresponding to an export task based on Task Time to download employee information to the local PC.
        Figure 11 Export task view

  8. Click on the left of the employee to edit the organization that the user can access.

    Figure 12 Editing an OU that the user can access
    1. Move the cursor next to Organization Unit and click . Enter an OU name to filter OUs.
      Figure 13 Filtering OUs
    2. If permissions are configured by menu type, click the menu bubble to view menu details.
      Figure 14 Menu bubble
    3. Move the cursor next to Operation Time and click . Sort parameters by operation time in descending or ascending order.

  9. Operate employee information in batches.

    • Disable: Disable employee accounts in batches.
      To search for a disabled account, set the search criterion Status to Forbid and click Search.

      A disabled account can be used only after it is deleted and then created again. Exercise caution when performing this operation.

    • Delete: Delete an invalid employee account.

      A created account cannot be directly deleted. You need to disable the account before deleting it.

    • Suspend: Suspend an account that has security issues so that the account cannot be used to sign in to the system.
    • Resume: Resume a suspended account so that the account can be used to sign in to the system.
    • Reset Password: Reset the password of an employee account. The new password takes effect only after the correct sign-in password of the current operator is entered.

      A verification code is required for resetting the password to guarantee security of the current account. The verification code can be a mobile phone verification code or an email verification code. For details about the authentication mode, see the value of Two-factor Authentication Method set by the system administrator.

      Verification Code is available only when Two-factor Authentication Method is set to SMS verification code or Email verification code. You can click Obtain to obtain a verification code.

      • A verification code is valid for 1 to 5 minutes and is specified by the system parameter Two-factor Authentication System-level Verification Code Validity Period set by the system administrator.
      • The interval for obtaining a verification code is 1 minute. If you enter a verification code correctly but password reset fails, you can obtain a new verification code immediately.

    • Adding Roles in Batches and Deleting Roles in Batches: Set roles for accounts in batches.
    • Add Access Organization: Set accessible OUs for accounts in batches.
    • Configuring Employees: If agent IDs have not been configured for employee accounts, you can configure agent IDs and related agent information for the employee accounts in batches.
    • Cancel Configuration: If agent IDs have been configured for employee accounts, you can cancel the configured agent IDs and related agent information for the employee accounts in batches.