Users and Access is the part of SESTEK AgenticCX where administrators decide who can sign in and what each person is allowed to do. It is made of a few pages that work together: Roles, Users and Agent Management, with Security logs and Audit logs to follow what happens afterwards. This overview explains how they fit together and tells you which article to read for each task.
Everything starts under Administration, Identity management in the left menu.
Watch the walkthrough
Where do I go?
| I want to | Read |
|---|---|
| Create a role, change what a role can do, or see how many people hold it | Roles and Permissions |
| Create a person's account, give them roles, set or reset a password, lock an account | Users |
| Give an agent skills, queues or an extension number | Agent Management |
| Check who signed in, failed to sign in or signed in as another user | Security Logs |
| See what users did inside the product | Audit Logs |
Security logs sit under Identity management next to Roles and Users. Audit logs have their own entry, Audit logs, in the Administration menu.
User, role and agent: what is the difference?
| Term | What it is | Where you manage it |
|---|---|---|
| Role | A named bundle of permissions, for example agent, supervisor or admin. It decides which menu items, pages and buttons a person gets | Roles |
| User | A person's account: a user name, an email address, a password and one or more roles | Users |
| Agent | A user who holds the agent role. Agent Management adds what routing needs: the queues the agent serves, the skills they hold and their extension | Agent Management |
So an agent is not a separate kind of account. It is a user with the agent role, plus a set of queues, skills and an extension. A user with several roles gets the permissions of all of them.
Typical setup order
- Create or review roles. The built-in roles agent, supervisor and admin cover most teams. Add a custom role only when you need a different mix of permissions.
- Create users. Add each person with a user name, email address and password.
- Assign roles. Tick the roles on the Roles tab of the user. A new user starts with the agent role selected.
- Configure agents. In Agent Management, give each agent their skills, queues and extension so calls reach the right people.
The permission model at a glance
Permissions are the smallest unit. Each one switches a single feature on, and they are collected into groups such as Agent Desktop, CRM Contacts, Conversations, Outbound and Identity management. A role is a set of permissions, and a user gets the combined permissions of their roles.
| Built-in role | Flags | In short |
|---|---|---|
| agent | Default, Public | Works calls in Agent Desktop and edits contacts |
| supervisor | Public | Watches the work: Dashboard, Conversations and campaign viewing |
| admin | Public | Has every permission |
A change to a role applies at once to everyone who holds it, and the User count column on the Roles page shows how many people that is. See Roles and Permissions for the full list of groups.
Users
The Users page lists every account with its roles, email address, phone number and name. From New user you create an account, and the Roles tab of the dialog is where you assign roles.
The Actions menu on each row covers the rest of account care. See Users.
Agent Management
Only users with the agent role appear here. Each row shows the extension, the first queues and the first skills of the agent, and the badge at the top shows how many agents match.
The row menu offers Skill, Queue and Set extension.
Skills carry a star level from one to five, shown in the dialog. See Agent Management.
Tracking activity
- Security Logs record sign in activity: successful and failed sign ins, lockouts and "log in with this user".
- Audit Logs record what users did in the product.
Both are read only.
Good to know
- Set up roles first, then users, then agent skills and queues. Each step builds on the one before.
- An agent is a user with the agent role. Remove the role and the person disappears from Agent Management.
- Permissions belong to roles. To give one person extra access, add a role to their account.
- Related areas are covered in Queues and Skills.