How do I add/bulk-upload multiple users at the same time?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Manage Users (
admin.org.users.manage) — to bulk-upload users
Go to User Management > Add & Edit Users, then click Bulk Upload Users.
Note: If SCIM is enabled for your account, the bulk upload feature is disabled to prevent synchronisation conflicts. All user provisioning must be done through your identity provider.
A pop-up appears. Click Browse to select your CSV file.
The CSV File
The bulk upload file template can be downloaded here: https://docs.evaluagent.com/bulk-upload-file-template.csv.
To create a list of users, you can export names from your workforce management system or another employee database. Most of these systems have the facility to generate details via a CSV export.
Alternatively, if you need to create the CSV file from scratch, use a program like Microsoft Excel, Numbers on Mac, Google Spreadsheets, or OpenOffice.org Calc.
There are a number of points to consider when creating and uploading your CSV file:
The first row of the CSV file is the _header row_. The first row must remain unchanged — column titles must remain in the file in the exact same order as in the template file.
Adhere to the column header fields documented in the attached CSV file template and described in the table below. Changing headers or not following the correct data formats will result in errors. The most common errors that the system validates against are listed below.
The file must be saved as a CSV using UTF-8 character encoding.
Each file you upload is limited to 2,000 rows of data (one row for the header and 1,999 rows for users). If you want to upload more than 1,999 users, create separate files for each batch and upload them separately.
CSV Column Headings
The required columns, in order, are:
forename — user's first name (required)
surname — user's last name (required)
email — user's email address (optional, can be blank)
username — unique username for login (required, 3–100 characters)
switch id — third-party system username (optional, can be blank)
role — the exact title of the role to assign (required, case-sensitive)
system access (yes/no) — must be exactly "yes" or "no" (required)
The role title you assign to each user in the CSV file must match exactly (spelling/spaces/case-sensitive) one of the role titles in your Roles & Permissions table.
Validation Checks & Error Handling
On uploading your file, the system checks each row against the following criteria:
All mandatory columns on each row contain correctly formatted data. The mandatory columns are:
1. forename 2. surname 3. username 4. role 5. system access (yes/no)
All usernames in the file are unique, and none of the usernames already exist in evaluagent.
Any switch IDs in the file are unique, and none of the switch IDs already exist in evaluagent.
The role title on each row exactly matches (spelling/spaces/case-sensitive) one of the roles in your Roles & Permissions table.
The total number of users granted system access (including any existing users with system access) doesn't exceed the limit on your account.
The number of agents (when combined with any existing active agents in the system) doesn't exceed the limit on your account.
If any errors are found, you'll be prompted with the row where the error was identified, along with guidance on the nature of the error.
If errors are detected, the system won't accept the file, and none of the users will be added. You'll need to correct any errors and try to upload the file again.
Important: You cannot start a new bulk upload if a previous upload is still awaiting processing (users with pending status still exist). You must complete or cancel the existing upload first.
What Happens After a Successful Upload?
If the upload is successful, you'll be taken to a screen where you'll be prompted to:
Assign any agents in the file to a team.
Assign a reporting-access level to non-agent users.
You can select multiple users at once (using checkboxes) to assign the same team or reporting access to multiple users simultaneously — a significant time-saver for large uploads.
Once each user profile has been created, the user's Account Status will be set to Active and their details will appear in the user table.
If the user has been granted system access, they'll then proceed through the user invitation process.
Alternatively, if you wish to add one user at a time, you can add a new user.