Edit users in bulk in Amazon Connect Customer
With bulk edit mode, you can quickly edit the attributes that are common across user records, such as routing profiles, security profiles, and tags.
Tip
Although the service is processing a batch of bulk edits, you can continue working on the User management page, such as selecting more records to edit or delete, in bulk or individually. This is useful for quickly updating settings, such as routing profiles for groups of agents.
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Sign in to Connect Customer with an Admin account, or an account assigned to a security profile that has Users - Edit permission.
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In Connect Customer, on the left navigation menu, choose Users.
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Select users from the table. You can select users in the following ways:
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Select individual rows by choosing the checkbox next to each user. This adds to your existing selections.
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Select all users on the current page by choosing the checkbox in the table header. This adds to your existing selections.
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Select all users that match your search, regardless of page, by choosing Select all. Connect Customer asks you to confirm, and lists the applied filters. Depending on how many users match, you might experience a delay.
Your earlier selection might not be visible on the page — for example, after you save a bulk change, change your filters, or visit a user's detail page. In this case, Connect Customer asks what to do with it the next time you add users. Choose Add to previous to keep the earlier selection, or Start over to keep only your new selection. Choosing Select all when users are already selected offers these same two options.
To manage your selections, choose Actions. From there you can add or remove users, or clear all selections. Your selections persist until you refresh the page.
Large selections
For large selections, work in batches to keep your browser running smoothly.
Tip
To stop being asked to confirm each selection and each bulk save, see Turn confirmation prompts on or off.
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Choose the Actions dropdown, and then choose the attribute you want to edit. You can edit the following attributes in bulk:
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Routing profile
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Security profiles
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Phone configuration
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Hierarchy
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Tags
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Contact handling
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Proficiencies
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Depending on the attribute, the edit experience differs:
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Replace settings: For routing profile, security profile, and hierarchy, the new value replaces the previous settings. For more information, see Replace settings.
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Partial updates: For proficiencies, contact handling, tags, and phone configuration, you can add, remove, or modify individual settings. For more information, see Partial updates.
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Fill out the form. A banner tells you how many users the change applies to, and reports any selected users that it excludes because of access restrictions. Check the count, select I understand and want to continue with these changes, and then choose Save.
Note
If the number of users changes before you save, the checkbox clears. Select it again to continue.
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Although the batch update is running, you can continue working on the User management page, performing other create, edit, and delete tasks on user records.
Replace settings
For routing profile, security profile, and hierarchy, the new value replaces the previous settings for all selected users.
The following image shows an example of bulk editing routing profiles.
Partial updates
For proficiencies, contact handling, tags, and phone configuration, you can choose whether to add, remove, or modify individual settings rather than replacing all values.
Bulk edit proficiencies
When you choose Proficiencies from the Actions dropdown, you can use two modes: Add or Remove.
For each mode, specify the attribute name and value from the predefined
attributes configured for your instance (for example,
connect:AssignmentType).
Add proficiencies
Use Add to add proficiency attributes to the selected users. If a user already has the attribute, the service updates the proficiency level to the new value.
Tip
To set hundreds of proficiencies at once, use the CSV import and export options. Export saves proficiency settings for reuse on other users or instances.
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Choose the Add tile (chosen by default).
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Choose an attribute name and value from the dropdowns, and set the proficiency level.
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Choose Save.
Remove proficiencies
Use Remove to remove the specified proficiency attributes from the selected users.
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Choose the Remove tile.
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Choose the attribute name and value to remove.
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Choose Save.
Turn confirmation prompts on or off
Connect Customer asks you to confirm bulk selections and bulk changes. If you make many bulk changes in a session, you can turn these prompts off to save clicks.
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On the User management page, choose the settings (gear) icon above the table.
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In the Preferences dialog, set the following options:
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Selection confirmation: Whether Connect Customer asks you to keep or replace an earlier selection when you add more users to it.
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Save confirmation: Whether Connect Customer asks you to confirm how many users a bulk change applies to before it's saved.
Each option has three settings:
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On: Connect Customer always asks. This is the default.
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Paused: Connect Customer stops asking until you reload the page.
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Off: Connect Customer stops asking until you turn the option back on.
Note
Select all always asks you to confirm, even when Selection confirmation is paused or off.
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Choose Confirm.
View bulk edit activity
After you perform a bulk edit, a banner shows the operation progress. You can track the progress and results, and manage operations from this banner or from the Activity page.
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To view operation details, choose View results in the bulk operation banner.
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In the table header, choose Stop to stop the entire bulk operation. To stop an individual operation, in that operation's row choose Stop. The following image shows the Stop controls in the table header and next to individual rows.
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To resume a stopped operation, choose Resume. When you navigate away from the User management page, the session ends. After the session ends, you cannot retry or resume operations.
Page refresh clears retry options
Row actions and retry actions are not available after a hard refresh of the page. Complete any retries before refreshing.
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You can reselect users from a previous bulk operation. From the Select rows dropdown, choose All, Failed, Stopped, or Succeeded.
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To view past activities, choose the Activity button.
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Your browser stores activity data locally for 7 days. Storing many activities can slow browser performance. To free up space, delete activities manually. Deleting activity records does not affect user data or revert any changes.
Before selecting users for bulk editing
Use the search and filter options on the User management page to narrow down the user list before selecting users for bulk editing. You can filter by properties such as routing profile, security profile, or proficiencies. By default, filters use Match all (AND operator) to show users that match every filter condition. For security profile and tags filters, you can choose Match any (OR operator) to show users that match at least one condition.
Edit user settings programmatically
You can change the following values programmatically across selected users. The users are changed to the same value.
| Property | API | CLI |
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Routing profiles |
UpdateUserRoutingProfile | update-user-routing-profiles |
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Security profiles |
UpdateUserSecurityProfiles | update-user-security-profiles |
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Tags |
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User hierarchies |
UpdateUserHierarchy | update-user-hierarchy |
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User configuration |
UpdateUserConfig | update-user-config |
You can edit the following identity and contact information programmatically for an individual user: first name, last name, email address, mobile number, secondary email address. Use the following API or CLI:
| Property | API | CLI |
|---|---|---|
|
Identify and contact information |
UpdateUserIdentityInfo | update-user-identity-info |
