Adding and updating users in Amazon Connect

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<td>Contact Center</td>
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<p id="docs-ai-summary-content">Learn how to manage your contact center by adding and updating users in Amazon Connect. You can manually add users or import them using a CSV file, defining login credentials, routing and security profiles, and phone type. Update user details anytime, including resetting passwords. This process helps ensure your team has the right access and tools for effective customer support.</p>
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<p class="p">Users in Amazon Connect are the agents and supervisors who manage your contact center. You
can add users manually or by importing them in a CSV file. Each user has attributes that
determine their roles and capabilities.</p>
<p class="p">When adding a user, you specify the following details:</p>
<ul class="ul" id="topic_ixt_kzx_xfc__ul_d3h_11y_xfc">
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<strong class="ph b">Login credentials:</strong> User name and password</li>
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<strong class="ph b">Routing profile:</strong> Routing rules that determine the types of contacts the user can
handle and their routing priority</li>
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<strong class="ph b">Security profile:</strong> User permissions within Amazon Connect, which determine access to
features and settings</li>
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<strong class="ph b">Phone type:</strong> Phone type for voice contacts, either a softphone or a desk phone</li>
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<div class="p">This article contains the following topics:<ul class="ul" id="topic_ixt_kzx_xfc__ul_flw_5zx_xfc">
<li class="li"><a class="xref" href="#topic_xbj_xzx_xfc">Adding a user manually</a></li>
<li class="li"><a class="xref" href="#topic_yzr_11y_xfc">Bulk importing users</a></li>
<li class="li"><a class="xref" href="#topic_n2w_mt4_ngc">Updating users</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xbj_xzx_xfc">
<h2 class="title topictitle2" id="ariaid-title2">Adding a user manually</h2>
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<p class="p">You can add a user manually from the Amazon Connect console.</p>
<p class="p"><strong class="ph b">To add a user manually</strong></p>
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<ol class="ol" id="topic_xbj_xzx_xfc__ol_e2v_v1y_xfc">
<li class="li">From the <a class="xref" href="https://aws.amazon.com/connect/" target="_blank">Amazon Connect Console</a>, select <strong class="ph b">Users</strong> &gt; <strong class="ph b">User management</strong>.</li>
<li class="li">Click <strong class="ph b">Add new users</strong>.<p class="p"><img class="image" id="topic_xbj_xzx_xfc__image_nzl_kxx_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_3.png" width="500"></p>
</li>
<li class="li">On the Add user page, click <strong class="ph b">Add a user manually</strong>.</li>
<li class="li">Enter the users details including name, user (sign in) name, and contact details.</li>
<li class="li">In the Settings section, assign a security profile, typically agent or admin. </li>
<li class="li">Assign a routing profile based on the user's role. </li>
<li class="li">Under Phone, select whether the new user will use a soft phone or a desk phone.</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">The new user is available in your Amazon Connect
instance.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yzr_11y_xfc">
<h2 class="title topictitle2" id="ariaid-title3">Bulk importing users</h2>
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<p class="p">You can import multiple users from an existing folder using a CSV file.</p>
<p class="p"><strong class="ph b">To import users using a CSV file</strong></p>
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<ol class="ol" id="topic_yzr_11y_xfc__ol_ph1_gby_xfc">
<li class="li">In the <a class="xref" href="https://aws.amazon.com/connect/" target="_blank">Amazon Connect Console</a>, select <strong class="ph b">Users</strong> &gt; <strong class="ph b">User management</strong>.</li>
<li class="li">Click <strong class="ph b">Add new users</strong>, then <strong class="ph b">Import users using a .csv template</strong>.<p class="p">
<img class="image" id="topic_yzr_11y_xfc__image_mbd_2ty_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_4.png" width="500"></p>
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<li class="li">Download the CSV template provided on the page.<p class="p">Be sure to use the template so that
you have all the necessary details for each user.</p>
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<li class="li">Enter user details in the CSV template for each user.</li>
<li class="li">Click <strong class="ph b">Upload file</strong>, then browse to the CSV file.</li>
<li class="li">Click <strong class="ph b">Upload file and verify</strong>.<p class="p">The new users are available in your Amazon
Connect instance.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_n2w_mt4_ngc">
<h2 class="title topictitle2" id="ariaid-title4">Updating users</h2>
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<p class="p">After you've added users, you can update their details at any time. Additionally, you can
reset their password.</p>
<p class="p"><strong class="ph b">To update a user</strong></p>
<ol class="ol" id="topic_n2w_mt4_ngc__ol_ntf_5t4_ngc">
<li class="li">In the <a class="xref" href="https://aws.amazon.com/connect/" target="_blank">Amazon Connect Console</a>, select <strong class="ph b">Users</strong> &gt; <strong class="ph b">User management</strong>.</li>
<li class="li">On the User management page, click any user to open their page.</li>
<li class="li">After you've finished making changes, click <strong class="ph b">Save</strong>.</li>
</ol>
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