Manage basic WFM user information

View basic user and agent information, for example, information about their employment, team, skills, and general settings. Edit basic agent information such as name, email address, employment number and employment details directly.

All changes made in the web People tool are logged. Check the General Audit Trail report to see what changes were made, by who and when.

NOTE   All searches in the People tool are dependent on the selected date. This is useful for example to find users who have a start date in the future or to find who worked in a team on a given day in the past. This can also be used to check for example if a future team change has already been configured and if it was done correctly.

Prerequisites

  • You have the Web > People permission and if needed additional underlying permissions.

    • Edit basic person information to change name, email address or employment number.
    • Edit employment details to change agents' contract, contract schedule, part-time percentage, shift bag or budget group.
    • Manage site/team to move agents to a new team.
    • View employment number to see a user’s or agent’s employment number.
    • View optional columns to see the information stated in any optional columns.
    • View users to see users who are not connected to a team.
    • Manage skill to add skills to agents.
  • Users or agents are added.

Page location

WFM > People > Basic info tab

Procedures

Search for and select agents and users to work with

  1. Select the date to search by.

    The search result is dependent on the selected date. This is useful to find users who have a start date in the future, or to find who worked in a team on a given day in the past.

  2. If you want to show agents for selected teams and sites, click the Site/team field and select the check boxes for the sites and teams to show.
  3. Optionally, enter what to search for in the Search field to narrow the search further. You can search by name, employment number, role, skill, contract, part-time percentage and shift bag.
  4. Click the Search button.
  5. Click the respective column header to sort the search result on name, site and team or employment number.
  6. Select the check boxes for the agents or users to work with. The selected agents and users are shown in the active selection panel to the right.

Display the agent or user profile

  1. Find the agents or users to show information for according to the instruction above.
  2. Click Display for the agent or user to show information for.

Update name, email address, or employment number for an agent

  1. Find the agents or users to show information for according to the instruction above.
  2. Click Display for the agent or user to show information for.
  3. Click Edit for the details to update.
  4. Enter the new name, email address, or employment number.
  5. Click Save.

Move agents to a new team

  1. Find and select the agents who are changing teams according to the instruction above.
  2. Click Actions and select Set team.
  3. Select an Effective date. The effective date is the date when the agents move to the new team.
  4. Select what Team the agents will join.
  5. Click Save.

Change employment details for agents

  1. Find and select the agents to change contract, contract schedule or part-time percentage for according to the instruction above.
  2. Click Actions and select Set employment details.
  3. Select an Effective date. The effective date is the date when the new employment details take effect.
  4. Select the new Contract, Contract schedule or Part-time percentage to apply.
  5. Click Save.

NOTE   For more information on how to configure contracts, contract schedules and part-time percentages for agents, see About work time configuration.

Change shift bag for agents

A shift bag is a collection of shifts that can be assigned to an agent in automatic scheduling. See About creating shifts for more information.

  1. Find and select the agents to change shift bag for according to the instruction above.
  2. Click Actions and select Set shift bag.
  3. Select an Effective date. Agents are scheduled with shifts from the new shift bag from the effective date.
  4. Select the Shift bag to apply to the agents.
  5. Click Save.

Assign a new budget group to agents

Budget groups are used to create long-term staffing budgets and to set up absence request allowances for the agents who belong to the budget group. See About creating staffing budgets for more information.

  1. Find and select the agents to assign a new budget group to according to the instruction above.
  2. Click Actions and select Set budget group.
  3. Select an Effective date. Agents belong to the new budget group from the effective date.
  4. Select the Budget group to assign to the agents.
  5. Click Save.

Assign a workflow control set to agents

Workflow control sets are rules that mainly define when agents can perform certain tasks and what rules and validations to apply for those tasks. See Manage workflow control sets for more information.

NOTE   There is no effective date for workflow control sets. Changes take effect immediately.

  1. Find and select the agents to assign a workflow control set to according to the instruction above.
  2. Click Actions and select Set workflow control set.
  3. Select the Workflow control set to assign to the selected agents.
  4. Click Save.

Add skills to agents

Add additional skills to agents. The skills you add are counted as active skills with 100% proficiency.

  1. Find and select the agents to add skills to according to the instruction above.
  2. Click Actions and select Add skills.
  3. Select an Effective date. The skills are added to the selected agents from the effective date.
  4. Click the Skills to add field and select what skills to add.
  5. Click Add.

Remove skills from agents

  1. Find and select the agents to remove skills from according to the instruction above.
  2. Click Actions and select Remove skills.
  3. Select an Effective date. The skills are removed from the selected agents from the effective date.
  4. Click the Skills to remove field and select what skills to remove.
  5. Click Remove.

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