Jonathan, thanks for raising this, as well as the Auto-Activate All Users question.
We understand how time-consuming the current manual steps can be when configuring Contact Center users, especially around assigning roles for Queues, Phone Setup, and ensuring users are properly activated based on their Agent Groups. These are practical, day-to-day tasks, and we recognize how easy it is for them to become repetitive or be missed during setup.
Our Product team is aware of both of these requests and agrees there is clear value in improving this experience. The need has been identified and is actively being discussed internally.
At this time, we don't have a committed timeline or ETA for when these enhancements might be delivered. We really appreciate you highlighting this - feedback like yours helps us prioritize the areas that have the most impact for customers.
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Susan Stocker
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Original Message:
Sent: 12-12-2025 10:00
From: Jonathan Lam
Subject: Contact Center Roles
I can't be the only user that thinks the Contact Center should have roles with the designations of Queues, Phone Setup and etc?
The manual process is a bummer.
#ContactCenter
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Jonathan Lam
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