Creating New Users
Overview
The Manage Users section is the central location for creating and managing agent and supervisor accounts within the Sharpen platform. From here, administrators can view existing users, filter by extension, license type, or user group, create new users individually or in bulk, and make changes to individual user settings. A summary of available licenses is displayed across the top of the page for quick reference.
To access this area, navigate to Admin > Settings > Manage Users.
Creating New Users
New users can be created in two ways: individually using the New User button, or in bulk using the Import CSV button. Both options are located in the upper-right corner of the Manage Users screen.
It is recommended to first walk through creating a user individually to become familiar with the available fields. The bulk import uses the same fields, so the process will feel familiar once you have completed at least one individual setup.
Creating a User Individually
Click the New User button to open the new user form. This form captures the essential information needed to create the account and assign basic permissions. Additional settings can be configured after the user has been created.
First & Last Name / Email Address: Enter the user's name and email address as they should appear within Sharpen.
Timezone: Select the user's time zone. This is required for time-based features such as Time Controls and Business Hours. For more information, refer to Admin > Configuration > Time Controls.
License Select the license type to assign to this user. The available license types will reflect what is currently allocated to your account.
e911 Location Since Sharpen is not tied to a physical phone line, this field ensures the correct emergency response location is on file for the user. Set this to the user's physical location.
User Group: Assign the user to a User Group to automatically apply the appropriate permissions and settings for their role (for example, Agent or Supervisor). For more information, refer to Admin > Configuration > User Groups.
Extension: Enter the extension you want to assign to this user. This field dynamically validates availability as you type. If the extension is available, it will be automatically created under Admin > Configuration > Extensions.
Caller ID: Set the default outbound number that will display when this user places a call from their extension.
Country: While not required, setting the user's country will automatically apply the correct country code when dialing outbound. For example, a user set to the United Kingdom will have +44 applied automatically to each outbound call, eliminating the need to manually enter the country code each time. Set this field based on where the agent will be making the majority of their calls.
Creating Users in Bulk
To add multiple users at once, click the Import CSV button in the upper-right corner of the Manage Users screen. This will open an upload wizard with the following steps:
Download the template — Use the provided CSV template to ensure your file is formatted correctly.
Complete the template — Fill in the required fields for each user. The fields match those used when creating users individually.
Upload the file — Return to the wizard and upload your completed file.
The uploaded file must be saved with a .csv file extension in order to be accepted by the system.
Editing Existing Users
Once users have been created, they can be edited directly from the Manage Users page. Editing a user also provides access to additional settings, including Agent Queue Settings, which control queue-level permissions and behavior for that user.
This article is part of a series on Admin Configuration topics.