Admin User Management
I designed and delivered an end-to-end user creation and editing journey that unified fragmented admin tasks while preserving clarity for specialized contact center configuration.
Context
8x8 historically split setup between UC and CC tools, creating fragmented workflows.
Core Problem
High cognitive load
Two systems to master.
Provisioning errors
Cross-tool context switching.
Time inefficiency
Agent setup took too long.
Key Design Decision
Rather than forcing all settings into a single, massive "User" form (which would have been technically heavy and visually overwhelming), we opted for a modular navigation strategy.
The Logic:
Users Section: The home for "Identity & Core Telephony." This is where an admin handles 8x8 Work related settings.
Contact Center Section: A dedicated space for "Everything Agent." Once a user exists in the system, the admin moves to Contact Center tab CC-specific settings like Skills, Queues and CRM etc.
Two-Step Provisioning Journey
Step 1: Core provisioning
Create user identity and voice setup.
Step 2: CC specialization
Assign agent profiles, skills, queues.
.gif)
Highlights and Impact
- Initial setup time reduced by 25%.
- Improved accuracy via clearer separation of concerns.
- Scalable foundation for future modules.
NUME: Asynchronous Provisioning
In the legacy system, user provisioning was a synchronous process. If a technical error occurred—such as a telephony server delay while assigning a phone number—the administrator was met with a blocking modal.
This "all-or-nothing" approach forced admins to wait for the system to resolve the error before they could move on to their next task, leading to significant frustration and lost productivity.
I designed a futuristic, asynchronous provisioning flow that allows the system to fail gracefully. Instead of stopping the admin's workflow when a "partial success" occurs (e.g., the user is created but the phone number is pending), the system handles the remainder of the task in the background.
