Edit profiles in bulk

Use a spreadsheet to edit many user profiles at once.

To make the process of updating team information more efficient, Agent Connect provides the ability to update multiple profiles at once by uploading a spreadsheet of changes.

With bulk updates you can:

  • change most user information, including email addresses, custom employee IDs, and basic profile information such as bios, hometowns, and names.
  • reassign team members to report to a new team leader or admin.
  • change enabled support channels.

Bulk editing cannot:

  • reassign team leaders and admins to report to a new team leader or admin.
  • deactivate team leader or admin roles.
  • update profile pictures in bulk.

All of these restricted changes must be done by editing profiles individually, as described in Editing and approving profiles.

Tip:

  • Profiles can also be updated via our User Provisioning API. If your team is interested in implementing a user management process via API, you can access our API documentation.

  • Because teams change regularly, we recommend updating profiles with a bulk edit on a regular schedule, such as weekly.

Use the following steps to update user profiles in bulk:

  1. On the Manage Team page, click Bulk Actions and select "Bulk Update Users" from the dropdown menu.

    image of the bulk actions dropdown menu

  2. Click Download Current Team to download a spreadsheet of your team's profiles, including those that are deactivated.

  3. Make updates as necessary.

    All required fields must have values. See below for a list of required fields.

  4. Remove deactivated team members with incomplete profiles.

  5. Save the file as Unicode text or UTF-16 Unicode.

    Important: Any other format cannot be uploaded.

  6. Upload the edited file on the Bulk Update page.

  7. When the preview of changes appears, review any errors highlighted in red and successful changes highlighted in green.

    example of successful changes in the preview

  8. Click Confirm near the bottom of the preview page to process all changes.

    Changes may take a couple of minutes to finish processing. We will send you an email if there are any issues making the changes so that you can review and re-upload, if necessary.

Note: If there is an error while processing the changes, none of the changes will be saved. This allows you to go back and start over without being in a partially updated state.

Configurable fields

The following fields can be configured in the bulk upload spreadsheet (fields marked with * are required):

*Role (conditional)
(Only required if your organization uses custom roles) Enter one of your organization's roles for this user. The role name must match what is currently active and available within Agent Connect. If no role is specified, and you do not use custom roles, Agent Connect will use the team hierarchy to determine the role.
*Can Manage Teams

Enter y or n to determine whether this user can manage teams, allowing them to be designated as team leaders.

Email Address
Enter the email address to associate with the user profile for system notifications and emails.
Employee ID (if applicable)
Enter an employee ID which may be used as a unique identifier for the user. Either an email address or custom employee ID are required to have a unique identifier.
*First Name
Identifies the user and will be displayed as part of the feedback survey
*Last Name

Identifies the user and will not be displayed externally in the feedback survey

Home Town
The user's home town
State or Country
Used to personalize user profiles within the feedback survey
Profile
User bio displayed in the feedback survey to personalize the survey experience
*Phone Channel

Enter y or n to determine whether this user can be associated with phone interactions

*Chat Channel

Enter y or n to determine whether this user can be associated with chat interactions

*Email channel

Enter y or n to determine whether this user can be associated with email interactions

*Team Leader
Select the individual who will act as the team leader for this user. The user will be associated with this team leader in reports, and the user's data will be included in the team's performance reporting.
Employment Status
Enter the employee's status (Full Time, Part Time, or Temp).
Start Date
Enter the user's start date with the company.
Group Assignments
List the groups to which the user should be assigned. Groups should be listed in brackets ({}) and can be comma separated.
Temporary Password
Set a temporary password to help the user log in, if necessary.