Manage Employee Accounts

Unlock an Employee Account

When you unlock a user, they must log in within two days. Otherwise, their account locks again.

1. Click the app selector and select Admin.
2. Go to Security Settings > Locked Employees.
3. From the table, locate the user you want to unlock.
4. At the end of the user's row, click the Actions icon and select Unlock User.

Force Reset an Employee's Password

You can force employees to reset their password on the Employees page. After you reset an employee's password, they are prompted to enter a new password the next time they log in.

1. Click the app selector and select Admin.
2. Click Employees.

3. In the search bar, enter the name of the employee.

4. Click the Actions icon for the employee whose password you want to reset.

5. Click Reset P/W.

Edit Employee Username

You cannot edit the username of an employee who shows as Pending in the Status field.

You should never attempt to edit your own username. This can produce unexpected and undesirable results.

1. Make sure the employee whose username you want to edit is logged out of CXone Mpower. Editing the username of an employee that is logged in can cause issues.
2. Click the app selector and select Admin.
3. Click Employees and then click the employee profile you want to edit to open it.
4. Enter a new Username. The new username must be in the form of an email address. It cannot be a username that already exists in the same tenant.
5. Click Save.
6. Have the employee log in to CXone Mpower with their new username.

   Logging out and logging back in with the new username will solve problems such as these:

   • My Profile lists the old username.
   • Navigation isn't working properly.
   • The employee cannot change other usernames.
   • The employee has refresh token issues.

Deactivate an Employee

Instead of deleting an employee, you deactivate it. This ensures that all your historical reporting data related to this employee stays intact.

Keep in mind the following before deactivating an employee:

• You cannot deactivate employees who are assigned as the Team Lead of a team.

• When you deactivate an employee, any future schedules they were assigned are deleted.

• After you deactivate an employee, you can still view it from the list of employees. To do so, you must specifically view Inactive employees.

• After deactivating an employee, their correlating ACD User account changes to an inactive status.

1. Click the app selector and select Admin. The Employees tab displays by default.
2. In the list of employees, search for the employee you want to deactivate.
3. Click the Actions icon for the employee.
4. Select Deactivate.