User Templates

Navigate to Administration | User Templates

User Templates provide a way to apply a standardized set of Contact Center settings to one or more users or groups of users. When a template is assigned, the configured settings are applied to the selected users. If a template is assigned to users who are not already part of the Contact Center, they are automatically added as users and the template settings are applied.

User templates are applied as a point-in-time action. Changes made to a template after it has been applied are not automatically propagated to users who previously received the template. To apply updated template settings, the template must be reapplied to the affected users.

When a template is assigned to a group, it is only applied to the users who are members of that group when it is applied. If new users are added to the group later, the template must be reapplied to the group for the new users to receive the template settings.

Applying a user template to a group may require additional permissions. If you are not able to apply a user template to a group, a M365 global admin should grant the required permissions. Navigate to Administration | settings | General. Click on the text "Permissions are granted to Remote Media" and then select the button "Re-Grant Permissions". Alternatively, you can use the Landis Contact Center - Platform link to regrant permissions

Create New User Template

Navigate to Administration | User Templates | Add

Select the Enabled check box beside each of the settings to apply to users. Now configure each of the settings.

Setting	Description
Name	Name of user template
Description	This is an area to describe this object in more detail.
Public Display Name	Agent's name displayed to external chat users
Roles	The role specifies what part of the application the user can access. See Roles
Direct Call Records Groups	Object where the users direct call records are stored. See Direct Call Records Groups
Queues	Select the checkbox beside a queue to assign the user as an agent for that queue. A user can be assigned to multiple queues. Skills queues will not be available to assign to the user in this list. Use the skills settings below.
Skills	See Skills based routing
Organization Units	OU permissions for the user. See Organization Units

Apply User Template

Navigate to Administration | User Templates | Select a user template | Apply

Search and select users and/or groups and move them to the selected column | Continue

Review your selection | Apply User Template | Select Yes on the confirmation window