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Edit users in bulk in Amazon Connect Customer - Amazon Connect Customer
Replace settingsPartial updatesView bulk edit activityBefore selecting users for bulk editingEdit user settings programmatically

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.

  1. Sign in to Connect Customer with an Admin account, or an account assigned to a security profile that has Users - Edit permission.

  2. In Connect Customer, on the left navigation menu, choose Users.

  3. Select users from the table. You can select users in the following ways:

    • Select individual rows by choosing the checkbox next to each user. This adds to your existing selections.

    • Select all users on the current page by choosing the checkbox in the table header. This adds to your existing selections.

    • Select all users from the search results, regardless of page, by choosing Select all from the table actions. This replaces your previous selections with all users from the current search results. Depending on how many users match, you might experience a delay.

    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.

    The Actions dropdown showing selection management options.
    Large selections

    For large selections, work in batches to keep your browser running smoothly.

  4. Choose the Actions dropdown, and then choose the attribute you want to edit. You can edit the following attributes in bulk:

    • Routing profile

    • Security profiles

    • Phone configuration

    • Hierarchy

    • Tags

    • Contact handling

    • Proficiencies

    The User management page with users selected and the Actions dropdown showing bulk edit options.

  5. Depending on the attribute, the edit experience differs:

    • Replace settings: For routing profile, security profile, and hierarchy, the new value replaces the previous settings. For more information, see Replace settings.

    • Partial updates: For proficiencies, contact handling, tags, and phone configuration, you can add, remove, or modify individual settings. For more information, see Partial updates.

  6. Fill out the form, and then choose Save to apply your changes.

  7. 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.

The bulk edit routing profile dialog with a routing profile dropdown.

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.

  1. Choose the Add tile (chosen by default).

  2. Choose an attribute name and value from the dropdowns, and set the proficiency level.

    The bulk edit proficiencies page showing AttributeName, AttributeValue, and Level fields, and CSV import and export options.

  3. Choose Save.

Remove proficiencies

Use Remove to remove the specified proficiency attributes from the selected users.

  1. Choose the Remove tile.

  2. Choose the attribute name and value to remove.

    The bulk edit proficiencies page showing the Remove tile selected with AttributeName and AttributeValue fields.

  3. Choose Save.

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.

  1. To view operation details, choose View results in the bulk operation banner.

    The bulk operation banner with the View results button.

  2. 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.

    The Activity page with Stop controls in the table header and next to individual rows.

  3. 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.

    The Activity page showing the option to resume stopped operations.

  4. You can reselect users from a previous bulk operation. From the Select rows dropdown, choose All, Failed, Stopped, or Succeeded.

    The Activity page with the Select rows dropdown showing all, failed, stopped, and succeeded options.

  5. To view past activities, choose the Activity button.

    The User management page with the Activity button in the table header.

  6. 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.

    The Activity page showing the option to delete activities.

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.

The User management page showing the filter panel with proficiency filters using Match all.
The User management page showing security profile filters using Match any.

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

Routing profiles

 UpdateUserRoutingProfile update-user-routing-profiles

Security profiles

 UpdateUserSecurityProfiles update-user-security-profiles

Tags

TagResource

UntagResource

tag-resource

untag-resource

User hierarchies

 UpdateUserHierarchy update-user-hierarchy

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