SOP for First Time User Creation

Created by Kari Welty, Modified on Thu, 10 Apr at 9:41 AM by Kari Welty

1. Sign in to the Amazon Connect Admin Console

• Go to your Amazon Connect instance URL: https://omnicheer-staging.my.connect.aws/home
• Log in with a Call Center Manager account that has permission to manage users.

2. Open the Amazon Connect Dashboard

• Click the hamburger menu (☰) in the top-left corner.
• Navigate to: Users > User Management

3. Click “Add new users”

You’ll see two options:
• “Add new users” – to manually add a single user.
• “Upload users” – to bulk import using a CSV file.
For most cases, click “Add new users”.

4. Fill in User Details

Enter the following info:
• Username: Humach Email address (Note, upon login, username credentials and password are case sensitive)
• Temporary Password: Password123$
• Humach Email Address
• Routing Profile: Select based on agent queue assignment (e.g., Orders, Conversions, Dolfin, etc.)
• Security Profile: Select appropriate access level (e.g., Agent, Admin, Call Center Manager)
• Phone Type: Soft phone • After Contact Work (ACW) timeout - 120 seconds

5. Click “Create User”

After completing the fields, click Create user.
Your new user is now ready to log in with the credentials you provide.

6. After Setup

Add credentials to the New Hire Onboarding Roster