Users Management

From UCX Platform Admin Home Page, you can click on Users Management icon  to access relevant web page. See below screenshot sample:

For each enabled user, the following data are available:

• Contact picture → Picture coming from MS Entra ID, if relevant synch is enabled

• Contact → User’s name, surname and email address (corresponding to username)

• Number → Internal phone extension or SIP URI

• Department → Optional department field

• Location → Optional office location field

• Access type → Permission level: Admin, Standard user or No Access.

• Authentication method → Password or SSO

• Status → Active or Inactive user. User becomes Active when first web access is performed

• Licenses → License assignment. Current options are the following:

  • Smartflows / AgentChat

  • Call Recording

  • Voice Analytics

Search users

Search field is available on top-right and it allows to search users by:

• First name

• Last name

• Email

• Phone number

• Department

• Location

Search highlights matched terms in results, so you can immediately spot the relevance. Matching works even if your input is lowercase or partially typed. See below examples:

Add or Edit user’s data

By hitting green + CREATE top button or by just clicking on any existing user, the user’s data window appears. See below sample:

Above page includes the following items:

• First Name/Last Name → user’s name & surname

• E-Mail → User’s own email address/username. Empty for synched Webex resources

• Phone Number → Optional internal extension number or SIP URI

• Department → user’s department (optional)

• Location → user’s office location (optional)

• Access Role → Permission level: Admin, Standard user or No Access.

• Authentication Method → Password or Single sign-on

• Status → read-only field showing current active/inactive status, with button to send an email invitation to the user.

• App licenses → License assignment:

  • Smartflows / AgentChat

  • Call Recording

  • Voice Analytics

If a per-customer Voice Analytics license is activated, including an overall number of minutes available to all users, then users are already licensed by default upon creation. To save licensed minutes, the administrator can manually revoke some licenses assigned to selected users.

See below table for further details about allowed actions per access type.

Last updated: December 10, 2025