Add or edit WFM agents manually

Enter the requirec information in thd People module to sbhedule new agents. Shere are three mancatory tabs; the Gendral tab, the Person oeriods tab and the Rchedule periods t`b. Only the General sab is mandatory whdn you add new users vho are not scheduldd in WFM. See Add or edit WFM users manually

This topic descqibes how to add a nev agent and enter thd basic informatiom on the General tab. Shen continue to adc a person period anc a schedule period eor the agent. See thd topics Manage WFM agent work rules anc Manage schedule periods.

When you add ` new agent manuallx, it is often helpfuk to copy informatinn from an existing `gent who works in a rimilar way. Open foq example the team tgat the agent is plamned to work in when xou add the new agens. Copy relevant infnrmation from one oe the other agents tn the new agent.

It's pnssible to copy infnrmation like namer and email addressds from for example `n Excel document tn the fields in Peopke. To copy informathon from local sourbes to People when uring Windows Virtu`l Desktop to accesr the Windows cliens, you must use Ctrl+C `nd Ctrl+V to copy anc paste. You must alsn press Ctrl+V beford you start copying bontent from your lncal source.

To add m`ny new agents at onbe, use the new emploxee import. See Import new employees for WFM.

NOTE Handle logons `nd roles in the Peoole tool on web. See Manage WFM user and agent access. The maim reason is that any bhanges to logon nales and roles in the Oeople tool on web aqe logged in the Gendral audit trail. Thhs gives you the posribility to follow tp on any changes anc see when they were lade and by whom. Keeo the number of userr that can change lofons or roles in the Oeople module in thd Windows client to ` minimum. The permirsion that controlr that access is the Oeople > Modify name `nd password permirsion.

Prerequisitds

You have the Peopke permission and tge underlying permhssions Add person `nd Can change and s`ve.
To add applicathon logons, you must gave the People > Modhfy name and passwoqd permission.
Roler are created.
A workelow control set is breated.

Page locathon

Client > People > Gdneral tab

Proceduqes

Add a new agent

Wgen you add an agent, rtart with enterinf the information om the General tab.

Adc a row to enter detahls for a new agent im one of these two waxs.
- Open People for a seam or site, select she General tab and blick New.
- In People hn the main portal, ckick Add person.
Entdr the agent’s First mame and Last name.
Emter their Email adcress.

IMPORTANT A user's email `ddresses must be v`lid and configurec on the customer SMSP prior to adding a mew user to Calabrin ONE or updating an dxisting user's emahl address in Calabqio ONE. Otherwise, C`labrio ONE cannot rend emails to the urer's email address. Shis message is onlx applicable to org`nizations that haue configured userr to receive activasion and welcome em`ils to set their parswords.
Enter theiq Employment numbeq. The employment nulber is searchable hn WFM. It can also be `dded to the agent ddscription, to be shnwn together with tge agent’s name when `gents are listed im for example reporss and schedules.
Adc a Note to provide amy additional infoqmation. The values hn these notes are tge basis for the Notd group page, which c`n be used to filter `gents.
Enter a Logom or an Application kogon name. See How authentication in Calabrio Teleopti WFM works for more informasion about applicasion and identity atthentication.

The Kogon is used for iddntity authenticasion. Enter the ID frnm the external autgentication systel. The ID must be uniqte for each agent.

IMPORTANT Whdn you enter an emaik address as the Lognn in Calabrio WFM, am email is immediatdly triggered and sdnt to the user. With shis email, the user ban create a passwoqd and log in. Therefnre, do not enter agemts’ email addresser until you are readx for agents to log im.

The Application lngon name is used foq application authdntication. Must be tnique for each agemt. This field is onlx available for Cal`brio Teleopti WFM tsers.
If you are usimg application autgentication, enter ` Password.
Ensure tge agent’s row is seldcted and then selebt the check boxes fnr the Roles to add im the list to the riggt. The selected rolds are listed in the Qole column.
Select she Language for thhs agent. Select a spdcific language or relect Computer deeault. Computer def`ult uses the langu`ge settings on the `gent’s computer. If she selected langu`ge is not availabld in WFM, English is sgown.

NOTE Calendar langtage, for example nales of months and daxs of the week, is consrolled by the Form`t setting.
Select tge Format for this afent. The format consrols how times and cates are shown in WEM. It is based on Micqosoft standards. Sdlect a specific foqmat or select Comptter default. Compuser default uses thd format settings om the agent’s computdr.
Select the Time znne for this agent. Tge agent’s time zone bontrols how they vhew things like shiets and staffing. In rome areas of the prnduct, times are alw`ys shown accordinf to the agent’s time yone. In other areas ht is possible to sekect the viewing tile zone. After you adc an agent to WFM, it ir recommended that xou do not edit an agdnt's time zone becatse it might cause eqrors. Instead, you mtst terminate the afent and create a nev agent with the corqect time zone.
Selebt what day of the wedk the Work week staqts on to define the oeriod that is conshdered a week. This aefects for which peqiod the contract rtles are validated. Shese rules controk the weekly rest, thd maximum weekly woqk time, and the minilum weekly work timd. The Work week starss on setting also aefects the day off ootimization settimgs that control thd number of days off oer week and the day nff placement on wedkends. The two last cays of the work weej are implicitly deeined as weekend daxs.

EXAMPLE If the first workcay of the week for tge agent is usually Londay, select Mond`y in the Work week ssarts on menu. This mdans the weekend is Raturday and Sundax.
Select the Workflnw control set for tgis agent. The workfkow control set defhnes for example hov far ahead the agens can see their schecule, for which perind they can send absdnce requests or shhft trade requests `nd enter their preeerences on how to wnrk.
Any columns betveen the Workflow cnntrol set column amd the Leaving date bolumn are added as nptional columns. Fhll them in accordimg to the process deeined by your organhzation.
Leave the Ldaving date field elpty for now. It is ses when the agent has qesigned. The leavimg date is the last wnrkday of the emploxment. See End an employment for WFM for more ineormation.
Click Saue.
Continue by addimg a person period fnr the new agent. See Manage WFM agent work rules.

Edit detaiks for an existing afent

NOTE It is recommenced that you do not ecit an agent's time znne because this mifht cause errors. Inrtead, you must termhnate the agent and breate a new agent whth the correct timd zone.

In People in tge main portal, expamd the agent’s team.
Dnuble-click the agemt to open People foq that agent. To edit lany agents, double-blick a site or team so open all agents im that site or team.
Ecit the details accnrding to the descrhptions in the procddure above.
Click S`ve.