# User Management

The **User Management** section defines how agents, supervisors, and administrators are created, organized, authenticated, and granted permissions within the dialer system. It ensures proper access control, accountability, and operational efficiency.

# List of Users

Within the side options bar, you will need to select the **User Manager** option.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/2q2image.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/2q2image.png)

Within the Users section, you will find several components that describe a user:

1. **Portfoliod**
2. **Manual** **Queue Selection**
3. **Profiles**
4. **Options ([Edit user](https://wiki.croco-dial.net/books/supervisor-interface/page/edit-user) & [Deactivate User](https://wiki.croco-dial.net/books/supervisor-interface/page/delete-user))**
5. **Access Level and Rank**
6. **Manual Calls Only**
7. **User Information**

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/wqpimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/wqpimage.png)

# Create User

1. In the upper-right corner, you will see a plus (+) icon. Click it to open a pop-up window where you can create a new user.
2. **User ID:** A unique number that identifies the user.
3. **Full Name:** The user’s full name.
4. **Profile:** The profile that will be assigned to the user.
5. **Campaign:** The campaign that will be assigned to the user.
6. **Access Level:** Defines the level of access granted to a user based on their role.
7. **Password:** A password that may be predefined or created by the user.
8. **Active:** Indicates whether the user profile will be active or inactive.
9. **Save:** Button used to save the user’s configuration settings.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/MXNimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/MXNimage.png)

# Edit User

You will notice that the selected user has a gear-shaped icon; this is the option used to edit the user.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/rseimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/rseimage.png)

Once here, you will have a variety of options available to make any adjustments or modifications you may require for the user.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/Hoeimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/Hoeimage.png)

# Delete User

To delete or disable a user, you only need to click the **Disable User** button.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/CkJimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/CkJimage.png)

# How to assign campaigns

To assign a campaign, you will need to select a profile, and the user will automatically have access to all campaigns.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/scaled-1680-/ypLimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-03/ypLimage.png)

# User Definition

A user represents an individual account within the system, created to allow access and perform specific tasks based on assigned roles and permissions.

Each user contains a set of attributes that define their identity, access level, and operational scope within the platform.

- **Full Name**  
    The complete name of the user, used for identification.
- **Username / Login**  
    The unique credential used to access the system.
- **Email**  
    The user’s email address, typically used for communication and account-related actions.
- **Role / Permission Level**  
    Defines the user’s level of access and the actions they are allowed to perform within the system.
- **Status (Active, Inactive, Suspended)**  
    Indicates whether the user can access the system or if their account is restricted.
- **Timezone**  
    Specifies the user’s time zone, ensuring proper alignment with schedules and system operations.
- **Associated Campaigns or Queues**  
    Defines which campaigns or call queues the user is assigned to, determining their scope of activity.

# Roles and Permissions

This section defines the different user roles within the system and the level of access granted to each one.

- **Agent**  
    Responsible for handling calls, logging dispositions, and viewing their own performance metrics.
- **Supervisor**  
    Monitors agent activity, can intervene in live calls (barge-in), and has access to campaign dashboards and performance data.
- **Administrator**  
    Has full access to the system, including managing users, campaigns, and system configurations.
- **Auditor / Read-Only**  
    Has permission to view reports and call history without making any modifications.

**Considerations**

- **Granular Permissions**  
    Allows precise control over access, such as limiting users to specific campaigns or lead lists.
- **Role Inheritance and Custom Roles**  
    Enables the creation of roles based on existing ones, allowing flexible and scalable permission structures.
- **Security Principle: Least Privilege**  
    Ensures that users are granted only the minimum level of access necessary to perform their tasks, reducing security risks.

# User Authentication

This section defines how users securely access the system, ensuring proper identity verification and protection of user sessions.

- **Username/Password**  
    Standard authentication method where users log in using their assigned credentials.
- **Two-Factor Authentication (2FA) Support**  
    Adds an extra layer of security by requiring a second verification step, such as a code sent to a device or authentication app.
- **Single Sign-On (SSO) / OAuth Integration**  
    Allows users to access the system using external authentication providers, simplifying login while maintaining security standards.
- **Session Management and Expiration**  
    Controls how user sessions are maintained and when they expire, reducing the risk of unauthorized access due to inactive sessions.

# Team and Group Management

This section defines how users are structured within the system to ensure operational efficiency and effective resource management.

- **Assign Users to Teams, Groups, or Departments**  
    Users can be organized into specific teams or departments, allowing for better management and segmentation of responsibilities.
- **Map Teams to Campaigns, Queues, or Regions**  
    Teams can be linked to specific campaigns, call queues, or geographic regions, ensuring that the right users handle the appropriate tasks.
- **Support Dynamic Reassignment of Agents**  
    Allows agents to be reassigned as needed based on operational demands, availability, or workload distribution.

# Edge Cases

This section covers unusual or critical scenarios that may occur within the system and require special handling.

- **Users with Multiple Roles**  
    Occurs when a user has more than one role assigned. The system must correctly determine permissions and access based on role hierarchy or configuration.
- **Temporarily Suspended Users**  
    Refers to users who have been temporarily disabled. These users should not be able to access the system or participate in campaign activities until reactivated.
- **Forgotten Passwords or Account Lockouts**  
    Handles situations where users cannot access their accounts due to forgotten credentials or security lockouts, typically requiring a reset or administrative intervention.
- **Conflict in Role Assignments**  
    Happens when assigned roles have overlapping or contradictory permissions. The system must resolve these conflicts to ensure proper access control.
- **Agents Assigned to Multiple Campaigns Simultaneously**  
    Occurs when an agent is linked to more than one campaign at the same time. The system must manage availability, priority, and call distribution accordingly.