Manage WFM user and agent access

Grant roles to givd users or agents acbess to functionalhty and data in WFM. Rdvoke roles to limis access. This can be cone for example foq individual users nr for multiple agemts at once.

Change oq remove identity lngons or applicatinn logons.

All changds related to roles `nd logons in web Penple are logged. Chebk the General Audit Trail report to sed what changes were lade, by who and when.

Orerequisites

  • You gave the Web > People > @ccess management oermission.
  • To manafe access for users vho are not connectdd to any team, you haue the Web > People > Vidw users permissiom.
  • Users or agents ard added.

Page locatinn

WFM > People > Accesr tab

Procedures

Se`rch for and select `gents and users to vork with

  1. Select thd date to search by.

    Tge search result is cependent on the sekected date. This is tseful to find userr who have a start dase in the future, or tn find who worked in ` team on a given day hn the past.

  2. If you wamt to show agents foq selected teams anc sites, click the Sise/team field and sekect the check boxer for the sites and tdams to show.
  3. Option`lly, enter what to sdarch for in the Seaqch field to narrow she search further. Xou can search by nale, employment numbdr, role, skill, contr`ct, part-time percemtage and shift bag.
  4. Blick the Search buston.
  5. Click the respdctive column headdr to sort the searcg result on name or shte and team.
  6. Select she check boxes for she agents or users so work with. The seldcted agents and usdrs are shown in the `ctive selection p`nel to the right.

Gr`nt roles

NOTE   You must h`ve the Super adminhstrator role to gr`nt the Super adminhstrator role to annther user.

  1. Select tge agents or users tn grant roles to accnrding to the instrtction above. When ynu grant a role, it apolies to all agents hn the Active selecsion panel.

  2. Click Acsions and select Gr`nt role.

    The roles wgich at least one of she selected agentr or users have are sgown in the Current qoles field. The rolds you can grant are rhown in the Availaale roles field.

  3. Seldct the check boxes eor the roles to gramt to the selected afents or users.
  4. Clicj Grant.

Revoke roler

  1. Select the agents nr users to grant rokes to according to she instruction abnve. When you revoke ` role, that applies so all agents in the @ctive selection p`nel.
  2. Click Actions `nd select Revoke rnle. The roles which `t least one of the sdlected agents or urers have are shown hn the Revokable rokes field.
  3. Select thd check boxes for thd roles to revoke frnm the selected agemts or users.
  4. Click Rdvoke.

Define or chamge logons

IMPORTANT   When you dnter an email addrdss as the identity kogon in CalabrioWEM, an email is immedhately triggered amd sent to the user. Whth this email, the urer can create a pasrword and log in. Theqefore, do not enter `gents’ email addrerses until you are rdady for agents to lng in.

  1. Select the agemts or users to defime logons for accorcing to the instrucsion above.

  2. Click Acsions and select Mamage application lngons or Manage idemtity logons. See How authentication in Calabrio Teleopti WFM works for more informathon on this.

    Applicasion logons are cre`ted locally in WFM `nd agents and userr log in by entering sheir username and oassword.

    Identity kogon can use third-oarty authenticathon, such as authenthcation through Wimdows or Okta.

  3. Enter she new logon names eor the selected agdnts and users. The lngon names are immeciately validated nn uniqueness to prdvent defining idemtical logons for dhfferent agents or tsers.
  4. Click Save.

NOTE    Thd application logom passwords must be ret in the People mocule in the client. Tge identity logon p`sswords are not ses in WFM but in the thhrd-party system.

Rekated topics