Move an agent to a non-agent role or a different business unit

You can use the WFM desktop client or web client to move an agent to a non-agent role when a promotion occurs and they no longer need an agent license. For further information, see How the WFM licensing model works In the web client, you can also move an agent from one business unit to another business unit.

Prerequisites

  • You have the Web > People permission or the Client > People permission.

Page location

WFM > People

Procedures

Move an agent to a non-agent role or a new business unit in the WFM desktop client

  1. Open the site or team where the agent currently exists.

  2. Click General and locate the agent.

  3. In the Leaving Date column, enter a leaving date. You must add a leaving date of yesterday or earlier. If you cannot see the Leaving Date column, scroll to the right.

  4. Click Save.

  5. In the Log on column, delete the user's email address.

  6. Click Save.

  7. Click New and then enter the relevant details. For example, first name, last name, and employment number.

  8. To move an agent to a new business unit, open the WFM desktop client in a different business unit before you proceed to the next step. If you do not want to move an agent to a new business unit, skip step 8.

  9. To enter a role in a new business unit or to move an agent to a non-agent role, in the Roles panel, select the agent and then select a role.

  10. In the Log on column, enter the user's email address and click Save. The user should be able to login without reactivating or resetting their password.

Move an agent to a non-agent role or a different business unit in the WFM web client

  1. Select the agent.

  2. Click Actions and select Set leaving date.

  3. Click Effective date and select the date. You must add a leaving date of yesterday or earlier.

  4. Click Save.

  5. Ensure that the user is still in the Active selection pane, click Actions, and select Set identity logons.

  6. Delete the email address and click Save.

  7. To move an agent to a new business unit, open the WFM web client in a different business unit before you proceed to the next step. If you do not want to move an agent to a new business unit, skip step 7.

  8. To enter a role in a new business unit or to move an agent to a non-agent role, click Add new employees, click Add new employee, and then enter the relevant details. In the Identity login field, enter the user's email address.