Users is where administrators manage the people who sign in to SESTEK AgenticCX: agents, supervisors and administrators. You create the account, give it roles, set a password, lock it, and review its sessions, all from one list. Every user is a person with a user name, an email address and one or more roles, and the roles decide what that person can do (see Roles and Permissions).
Open it from Administration, Identity management, Users in the left menu.
Watch the walkthrough
What you can do on this page
| Action | What it does |
|---|---|
| Search and filter | Find users by text, role, name, email, state and dates |
| New user | Create an account |
| Import / Export | Load users from Excel or CSV, or download the list |
| Actions menu on a row | View details, edit, claims, lock, permissions, set password, two factor, sessions, log in with this user, security logs, delete |
Each of these is controlled by a permission in the User management group (see the permission table below). Queues and skills of agents are managed in Agent Management.
The user list
The footer shows the total number of users and the page buttons. Each row shows:
| Column | What it shows |
|---|---|
| Actions | The menu for that user |
| User name | The sign-in name |
| Email address | The email address |
| Roles | The roles of the user, for example agent or admin, agent |
| Phone number | The phone number, if one was entered |
| Name and Surname | The person's name |
| Active | A tick when the account can be used |
| Account lockout | A tick when lockout is enabled for this account. It does not mean the user is locked right now |
| Email confirmed | A tick when the email address was confirmed |
| Enable two-factor authentication | A tick when two-factor authentication is on |
| Access failed count | How many wrong password attempts have been made since the last successful sign-in |
| Creation time and Last modification time | When the account was created and last changed |
| Extension Number | The SIP extension of the user, or a dash if none |
The table is wider than most screens, so scroll sideways to reach the last columns.
Search and filters
Type in the Search box and select the magnifier to look users up by text. Select Filters to open the filter panel.
| Filter | Use it to |
|---|---|
| Role | Show only users who have a role |
| Organization unit | Filter by organization unit. Organization units are not used in SESTEK AgenticCX, so this stays empty |
| User name, Name, Surname, Email address, Phone number | Match on that field |
| Creation date, Modification date | Pick a date |
| Active | Yes (the default), No, or - for both |
| Email confirmed, Lock, External user | Yes or No |
| Id | Find one account by its identifier |
Use Refresh to apply the filters and Clear to reset them. Because Active starts on Yes, deactivated users are hidden until you change it.
Create a user
Select New user. The dialog has three tabs: User Information, Roles and Organization units.
| Field | Required | Notes |
|---|---|---|
| User name | Yes | The name the person signs in with |
| Name, Surname | No | The person's first name and last name |
| Password | Yes | Must follow the password rules described below. Use the eye button to show what you typed |
| Email address | Yes | The person's email address |
| Phone number | No | Optional. Use an international number such as +447700900123 |
| Active | Selected by default. Clear it to create a disabled account | |
| Account lockout | Selected by default. When on, too many wrong passwords lock the account for a while | |
| Email confirmed | Mark it if you have already verified the address | |
| Phone number confirmed | Greyed out until a phone number is entered | |
| Force password change | The user must choose a new password at the next sign-in | |
| Extension Number | No | The user's SIP extension. Leave it empty or use a number from 100 to 99999. Each extension can belong to one user only |
The Roles tab lists the roles of your tenant: admin, agent and supervisor. A new user starts with the agent role selected, and the tab title shows how many roles are selected, for example Roles (1). Tick every role the person needs. A user with several roles gets the permissions of all of them.
The Organization units tab shows No organization units! because the product does not use them. Select Save to create the account or Cancel to leave. If you typed something, SESTEK AgenticCX asks Are you sure? You have unsaved changes. before it closes the dialog.
The Actions menu
Select Actions on a row.
| Action | What it does |
|---|---|
| View details | A read-only card with user id, user name, name, surname, email, roles, phone number and whether the account is active |
| Edit | The same form as New user, without the password field, with the user name in the title |
| Claims | Add custom claims, each with a Type and a Value |
| Lock | Block sign-in until a date and time |
| Permissions | Grant permissions to this one user |
| Set password | Replace the password |
| Two factor | Turn Enable two-factor authentication on or off for the user |
| Sessions | List the user's sessions |
| Log in with this user | Sign in as that user |
| Security logs | Open the security logs for this user |
| Delete | Remove the account |
Edit and SIP credentials
The edit form shows a SIP device credentials panel for registering a desk phone or a softphone such as MicroSIP. Agent Desktop does not use these credentials, it signs in with its own per-session credential. Select Show credentials to reveal them. The panel is available to administrators who may manage agents.
Permissions
Permissions are grouped on the left, for example Identity management, Setting management, Dashboard, Agent Desktop, CRM Contacts, Conversations and Outbound. The number next to a group is how many permissions it holds. Tick a permission to grant it, use Select all for a group, or Grant all permissions for everything, and use the Filter box to find one.
Typical permissions in the User management group are Create, Edit, Delete, Change permissions, Impersonation, Import, Export and View details.
Lock a user
Lock asks for a Lockout end date and a time. Until that moment the user cannot sign in. Save to apply it.
Set a password
Set password replaces the password. The new password has to satisfy the password policy.
View details and sessions
Sessions shows one row per sign-in with Device, Device info, Signed in date and Last access date, and an Actions menu per session.
Import and export
Import offers External user, From Excel and From CSV. Export offers To Excel and To CSV.
Password and lockout rules
These rules are tenant wide and live in Settings, Identity management.
| Setting | Value in this tenant |
|---|---|
| Required length | 6 |
| Required unique characters number | 1 |
| Required non-alphanumeric character | On |
| Required lower case character | On |
| Required upper case character | On |
| Required digit | On |
| Force users to periodically change password | Off (Password change period(days) is 0) |
A password such as Welcome#2026 satisfies all of them.
| Setting | Value in this tenant |
|---|---|
| Enabled for new users | On |
| Lockout duration(seconds) | 300 |
| Max failed access attempts | 5 |
So after five wrong passwords an account with lockout enabled is blocked for five minutes. The same screen also has the tabs Identity verification, User profile and Sessions.
Good to know
- Roles decide what a person can do. Set up roles first, then assign them here.
- Create the user first, then give them queues and skills in Agent Management.
- The Account lockout column and checkbox mean that lockout is enabled, not that the user is currently locked.
- The default filter hides inactive users. Set Active to - to see everyone.