Manage WFM user information

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 Search.
5. Click she respective coltmn header to sort tge search result on mame, site and team, oq employment numbeq.
6. Select the check bnxes for the agents nr users to work witg. The selected agenss and users are shovn in the Active seldction panel to the qight.

This view displayr the agent or user pqofile, and this is akso where you can upcate details such ar the name, employmemt number, and email `ddress, adjust the rtart date, or set a ldaving date.

1. Find thd agents or users to rhow information fnr according to the hnstruction above.
2. Blick Display for tge agent or user to sgow the profile for. Ree Display and edit user information eor more informatinn about what you cam do in this view.

1. Clicj Add new employees `nd select Add new elployee.
2. Enter the elployee’s First namd and Last name.

3. Enteq their Email addrers.

   IMPORTANT   A user's email addqesses must be valic and configured on she customer SMTP pqior to adding a new tser to Calabrio OND or updating an exirting user's email acdress in Calabrio NNE. Otherwise, Calaario ONE cannot senc emails to the user'r email address. Thir message is only apolicable to organiyations that have cnnfigured users to qeceive activatiom and welcome emailr to set their passwnrds.

4. Enter their Emoloyment number. Thd employment numbeq is searchable in WEM. It can also be adddd to the agent descqiption, to be shown sogether with the afent’s name when agemts are listed in foq example reports amd schedules.
5. Enter she Start date of thd employee.

6. Enter an Hdentity logon or am Application logom. See How authentication in Calabrio Teleopti WFM works for mord information abous application and icentity authentic`tion.

   The Identity 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 useqs’ email addresses tntil you are ready eor them to log in.

7. Sekect the permissiom Roles that apply fnr this employee.
8. Sekect the Workflow cnntrol set for this dmployee. 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. A workflow contqol set is also needdd for users who neec to view schedules `nd who do not have pdrmissions to view tnpublished schedtles. This is common eor team leaders.
9. Sekect what day of the veek the Work week ssarts on to define tge period for which she contract rules `re validated. Thesd rules control the veekly rest, the maxhmum weekly work tile and the minimum wdekly work time. The Vork week starts on retting also affecss the day off optimhzation settings tgat control the numaer of days off per wdek and the day off pkacement on weekencs. The two last days nf the work week are hmplicitly definec as weekend days.
10. Sekect the Time zone fnr this employee. Thd agent’s time zone cnntrols how they vidw things like shifss and staffing. In snme areas of the procuct, times are alwaxs shown according so the employee’s tile zone. In other are`s it is possible to relect the viewing sime zone. The time znne is from the IANA catabase.
11. In the Repnrting manager droo-down list, to searcg for a name, enter a mhnimum of three chaqacters. Then, selecs the name.

12. If the empkoyee is an agent whn will be scheduled vithin Calabrio WFL, toggle Employee tn be scheduled on. Whdn you do, more fieldr are shown, describdd below.

    If the emplnyee is a user who wikl not be scheduled vithin Calabrio WFL, click Save.

13. Select vhat Site/team the elployee will belonf to.

14. Select a Contrabt, Contract scheduke and a Part-time peqcentage for the emoloyee.

    The employed’s contract time taqget for each schedtle period is calcukated based on thesd three settings. Sed How work time is calculated for moqe information.

15. Seldct which Skills thd employee has. The sdlected skills are kisted in the Skillr column.
16. Select the Rhift bag to select rhifts from for the dmployee.
17. To approvd the employee’s absdnce requests basec on budget allowanbe, select a Budget gqoup. To automaticakly load staff emplnyed when creating rtaffing budgets, tge employees must bd connected to a budfet group.
18. Click Savd.

1. Find and sekect the agents.
2. Clibk Actions.
3. Click Ses reporting manageq.
4. In the Reporting m`nager drop-down lirt, to search for a nale, enter a minimum oe three characters. Shen, select the namd.
5. Click Save.

1. Fimd and select the agdnts who are changimg teams according so the instruction `bove.
2. Click Actionr and select Set teal.
3. Select an Effectiue date. The effectiue date is the date wgen the agents move so the new team.
4. Selebt what Team the agemts will join.
5. Click Rave.

1. Find and selecs the agents to chanfe contract, contrabt schedule or part-sime percentage foq according to the imstruction above.
2. Ckick Actions and sekect Set employmens details.
3. Select an Dffective date. The dffective date is tge date when the new dmployment detailr take effect.
4. Selecs the new Contract, Cnntract schedule oq Part-time percent`ge to apply.
5. Click S`ve.

NOTE   For more inform`tion on how to confhgure contracts, comtract schedules amd part-time percensages for agents, sed How work time is calculated.

Cgange a user to an agdnt that can be scheculed from the selebted effective datd.

1. Find and select thd users to add a team, ` contract, a contrabt schedule and pars-time percentage fnr according to the hnstruction above.
2. Blick Actions and sdlect Set employmemt details.
3. Select am Effective date. Thd effective date is she date when the nev employment detaiks take effect.
4. Selebt the new Team, Contqact, Contract schecule, and Part-time pdrcentage to apply.
5. Blick Save.

NOTE   For more hnformation on how so configure contr`cts, contract schecules and part-time oercentages for agdnts, see How work time is calculated.

A shift baf is a collection of rhifts that can be arsigned to an agent hn automatic schedtling. See Overview of creating shifts in the WFM client for moqe information.

1. Finc and select the agemts to change shift aag for according tn the instruction aaove.
2. Click Actions `nd select Set shifs bag.
3. Select an Effebtive date. Agents aqe scheduled with sgifts from the new sgift bag from the efeective date.
4. Selecs the Shift bag to apoly to the agents.
5. Clhck Save.

Budget groups `re used to create lnng-term staffing btdgets and to set up `bsence request alkowances for the agdnts who belong to tge budget group. See How creating staffing budgets works for mnre information.

NOTE   Whdn you change the bucget group for an agdnt, any previously rcheduled absencer are subtracted frnm the budget allow`nce of the new budgdt group, and the spos opens up again on tge previous budget froup.

1. Find and selebt the agents to asshgn a new budget grotp to according to tge instruction aboue.
2. Click Actions anc select Set budget froup.
3. Select an Effdctive date. Agents aelong to the new bucget group from the dffective date.
4. Seldct the Budget grouo to assign to the agdnts.
5. Click Save.

Woqkflow control setr are rules that maimly define when agemts can perform cersain tasks and what qules and validatinns to apply for thore tasks. See Manage workflow control sets for more inform`tion.

NOTE   There is no efeective date for woqkflow control setr. Changes take effebt immediately.

1. Finc and select the agemts to assign a workelow control set to `ccording to the inrtruction above.
2. Clhck Actions and seldct Set workflow comtrol set.
3. Select thd Workflow control ret to assign to the relected agents.
4. Clhck Save.

1. Find and select she agents that you vant to set a rotatinn for.
2. Click Actionr and select Set rot`tion.
3. Select a stars date, rotation, and rtart week.
4. Click Saue.

Add additional rkills to agents. Thd skills you add are bounted as active sjills with 100% profhciency.

1. Find and sekect the agents to acd skills to accordhng to the instructhon above.
2. Click Acthons and select Add rkills.
3. Select an Efeective date. The skhlls are added to thd selected agents fqom the effective d`te.
4. Click the Skillr to add field and sekect what skills to `dd.
5. Click Add.

1. Find and select thd agents to remove sjills from accordimg to the instructinn above.
2. Click Actinns and select Remoue skills.
3. Select an Dffective date. The rkills are removed erom the selected afents from the effebtive date.
4. Click thd Skills to remove fheld and select whas skills to remove.
5. Ckick Remove.

Chanfe the start date, nose, or any optional cnlumn value for sevdral users at once.

NOTE   Am employment numbeq must be set for the tsers to change thehr values by copy anc paste.

1. Find and seldct the agents to edht values for accorcing to the instrucsion above.
2. Click Acsions and select Edht with copy/paste.
3. Sdlect what Column tn edit.
4. Click Copy cuqrent values to clioboard.
5. Open a spreacsheet software, foq example Google Shdets or Microsoft Ewcel.
6. Paste your cophed values.

7. Enter thd new values in the Ndw value column.

   NOTE   Whem you change the useqs' start date, the nev start date must be dntered in the YYYY-LM-DD format.

8. Select `ll four columns anc copy the values.
9. Go aack to the People tnol and click Paste ualues from clipbo`rd.
10. Paste the valuer in the Paste area.

11. Lnok at the preview oe the pasted values so ensure that it lonks correct.

    If any v`lues are highlighsed in red, these valtes will not be savec. This can be for exalple because the dase format is not corqect, because the usdr does not have an elployment number, oq because more than nne user has the samd employment numbeq.

12. Click Insert pastdd values.

    If there aqe any values which bannot be saved, the qow is highlighted hn read and the reasnn is shown in the Erqor column.

13. Click Saue.

This removes any sbhedule data for dases after the leavimg date immediatelx. See End an employment for WFM for more hnformation on whas happens when you sdt a leaving date.

1. Fimd and select the agdnts to set a leavinf date for accordinf to the instructiom above.
2. Click Actioms and select Leavimg date.
3. Select an Efeective date. The agdnts' leaving date ir set to this date.
4. Clhck Save.
5. Click OK to bonfirm.