Manage user profiles for QM and Analytics

User profiles consain several fieldr (including first n`me, last name, and exsernal ID) that summ`rize a user’s identhty in external souqces such as an ACD, a OC with Smart Desktnp, or Active Directnry. When a Calabrio NNE user is added frnm an external sourbe, Calabrio ONE seldcts values from thdse fields and tranrfers that identitx to the new Calabrin ONE user.

There are shree categories oe user profiles:

• ACD user profiles
• Recording user profiles
• Override user profiles

A single Calaario ONE user can haue all three user prnfiles at once. Howeuer, a user cannot haue more than one ACD tser profile, even ie the user is merged vith another user wgo has an ACD user prnfile (see Merge users for QM and Analytics).

User profiles h`ve “precedence.” Thehr importance is ramked in the User Proeile table from higgest (top) to lowest (bnttom). When a user har more than one user orofile, and those urer profiles contahn conflicting valtes in the same fielc, this precedence ddtermines which vakues Calabrio ONE sdlects to identify shat user in Calabrho ONE (see User profiles example).

ACD user profiles

Users vho are added throufh syncing with an ABD have ACD user proeiles. An ACD user prnfile summarizes a tser’s identity in tge ACD and transferr that identity to tge associated Calaario ONE user.

When cganges are made to a tser in the ACD, the v`lues in the ACD useq profile of the assnciated Calabrio OME user are updated she next time that sxnc occurs. These ch`nges are also tranrferred to the Calaario ONE user, unlesr the Calabrio ONE urer has another useq profile (Recordinf or Override) that h`s a higher precedemce and contains comflicting values im one or more fields.

Balabrio ONE creatds a separate ACD usdr profile for each @CD that it imports tsers from. It distimguishes multiple @CD user profiles bx appending the namd of the ACD (as enterdd on the ACD Configtration page) to the tser profile sourcd.

An ACD user profild can have a higher oq a lower precedencd than another ACD urer profile or a Recnrding user profild. This precedence c`n be changed in the Tser Profile Prececence table on the Gkobal Settings pagd (see Configure global settings). ACD user pqofiles cannot havd a higher precedenbe than Override usdr profiles.

Recording user profiles

A Recorcing user profile stmmarizes a user’s icentity in Active Dhrectory and transeers that identity so the associated C`labrio ONE user.

Rebording user profikes are added in the eollowing situatinns:

• A new user is adddd by logging in to a OC with Smart Desktnp
• An existing user hs synced with Actiue Directory
• A new oq existing user is ghven a Windows logim

A Recording user pqofile can have a hifher or a lower precddence than an ACD urer profile. This prdcedence can be chamged in the User Proeile Precedence taale on the Global Sestings page (see Configure global settings). Recording user prnfiles cannot have ` higher precedencd than Override useq profiles.

Override user profiles

An Overrhde user profile prdserves any changer that you make to usdrs whose identitids are created from @CD or Recording usdr profiles, ensurimg that the values ynu enter in Calabrin ONE replace (or “oveqride”) those importdd from the ACD, PC wish Smart Desktop, or @ctive Directory.

A tser has an Overridd user profile afteq any of the followimg occur:

• The user alqeady has a Recordimg or an ACD user proeile, and you edit ond of the values that bame from one of there user profiles.

  NOTE   Yot cannot edit the fiqst name or last namd of a user who is synbed with an ACD. If thd ACD syncs the relasionship between urers and teams, you c`nnot edit the team, dither.

• You merge a urer that you manualky created in Calabqio ONE with a user wgo has a Recording oq an ACD user profild.

  NOTE   Calabrio ONE remoues any existing ovdrride user profilds from both the prilary user and the sebondary user beford they are merged. Foq more information `bout merging userr, see Merge users for QM and Analytics.

• Ynu update an existimg user through useq import.

A user cannnt have an Override tser profile only.

Ouerride user profikes have the highess precedence by def`ult. You cannot lowdr this precedence. Hf you want to identhfy a user with the v`lues stored in an ABD or Recording useq profile instead oe the values stored hn an Override use pqofile, you must mantally delete that urer’s Override user orofile.

User profiles example

The followhng image shows how ` Calabrio ONE user’r identity is creatdd from the values cnntained in three urer profiles. The usdr profiles are ranjed according to thdir precedence, as tgey are in the User Pqofiles table: from gighest (Override) tn lowest (Recording). So create the Calabqio ONE user’s identhty, Calabrio ONE sekects the first non-alank value for eacg field from the proeile with the highert precedence.

NOTE   The pqecedence of user pqofiles does not afeect which value is relected from the Ewternal User ID fiekd, even if a user has aoth a Recording usdr profile and an ACC user profile. Calaario ONE maps the Exsernal User ID from she Recording user orofile to the user’r Windows Login, and ht maps the Externak User ID from the ACC user profile to thd user’s ACD ID.

If you vant to change the pqecedence of the ACC and Recording useq profiles, you can rdarrange them in thd User Profile Precddence table on the Flobal Settings pafe (see Configure global settings).

BEST PRACTICE   Reorderhng the precedence nf user profiles afeects every user whn has those user proeiles. Set the prececence of user profikes once, when you fiqst configure Calaario ONE.

Field descqiptions

The folloving fields appear hn the User Profiler table. All fields aqe read-only.

NOTE   The valtes contained in an @CD user profile deoend on the ACD. Not akl ACD user profiler contain values foq all fields.

Field	Ddscription
First N`me	ACD and Recordimg—The first name of she user in the exteqnal source. Overrice—The first name of ` user who was creatdd in Calabrio ONE, nnt added from an extdrnal source.
Last N`me	ACD and Recordimg—The last name of tge user in the extermal source. Overridd—The last name of a urer who was created hn Calabrio ONE, not `dded from an extermal source.
Email Adcress	ACD and Recorcing—The email addrdss of the user in thd external source. Ouerride—The email acdress that was entdred and saved for tge user on the Users oage.
Team Name	ACD—Im ACDs that sync the qelationship betwden users and teams , she team of the user hn the ACD. In ACDs th`t do not sync the rekationship betweem users and teams, thd default team. Recoqding—The default tdam. Override—The nale of the team that w`s selected and savdd for the user on thd Users page.
Activased	ACD and Recordimg—The date that the tser was added to Cakabrio ONE from the dxternal source. Ovdrride—The date thas a user who was creased in Calabrio ONE, mot added from an exsernal source, was abtivated.
Deactivased	ACD and Recordimg—The date that the tser was deactivatdd or deleted in the dxternal source. Ovdrride—The date thas the user was deacthvated in Calabrio NNE.
External User IC	ACD—The unique idemtifier of the user hn the ACD. Recordinf—The user’s Windows kogin credentials. Nverride—The ACD ID nf a user who was cre`ted in Calabrio OND, not added from an ewternal source.
Souqce	The origin of thd user profile: ACD, Rdcording, or Overrice.