How WFM function permissions work

Allows you to access the API to read from and write to the database.

Allows you to read the forecast from the database through the API.

Allows you to read the organization from the database through the API.

Allows you to read requests from the database through the API.

Allows you to read the schedule from the database through the API.

Allows you to change the forecast through the API.

Allows you to change the organization through the API.

Allows you to add requests through the API.

Allows you to open the Budget module.

Allows you to view reports and dashboards shared with you, or created by you, in Data Explorer.

Allows you to create reports and dashboards with WFM data in Data Explorer.

Allows you to manage dynamic shrinkage templates.

Allows you to open Forecasts in the Windows client and perform most actions. The functions listed below require specific permission.

Allows you to export forecasts to another business unit.

Allows you to export forecasts to a file.

This does not allow you to do anything within WFM. Select specific permissions below.

Allows you to copy schedules from the default scenario to another scenario.

Allows you to import schedules from a selected scenario to the default scenario.

Allows you to add, edit or delete agents' hourly availability or overtime availability in the Schedules module.

Allows you to create, edit and delete meetings in the Schedules module.

Allows you to make schedule changes in all scenarios, even the restricted ones.

This does not allow you to do anything within WFM. Select specific permissions below.

Allows you to add, edit and delete absences in the schedule.

Allows you to add, edit and delete shifts and activities.

Allows you to add, edit or delete agents' restrictions in the Restrictions view in the Schedules module.

Allows you to edit a shift even though it is write-protected.

Related to unreleased functionality.

Allows you to publish schedules to agents from the Schedules module.

Allows you to save favorite searches in the Requests tool.

Allows you to write-protect schedules in the Schedules module.

Allows you to see a list of active agents, accessed from the About view.

Allows you to see all absences, even those that are defined as confidential.

Allows you to open all scenarios in the Schedules module in the WFM client.

Allows you to view published schedules. This permission is required to view schedules in any part of WFM.

Allows you to open MyTime and perform some actions. The functions listed below require specific permissions.

Allows you to report absences, for example illness, directly in MyTime.

No validations are done when reporting absences.

Allows you to send absence requests. This requires the Vacation Planner license.

Allows you to cancel already approved absence requests.

Allows you to access the Agent Schedule Messenger (ASM) in MyTime. This requires the Agent Schedule Messenger license.

Allows you to enter extended preferences for the role in MyTime. Extended preferences make it possible for you to enter preferred start and end times for the shifts and for a selected activity.

Allows you to enter text in the subject and message fields of a request.

Allows you to interact with Grant, the chatbot, to request time away or to work extra hours.

Allows you to enter hourly availability, that is when you are available to work.

Allows you to access the MyReport dashboard.

Allows you to access queue metrics within the MyReport dashboard.

Allows you to enter overtime availability, that is when you are available to work overtime.

Allows you to send overtime requests to requests to work extra hours.

Allows you to cancel already approved overtime requests.

This does not allow you to do anything within WFM. Select specific permissions below.

Allows you to move your own lunch.

Allows you to move your own short break.

Allows you to subscribe to your MyTime schedule from an external calendar app, for example Outlook calendar, Google calendar or iPhone calendar. Requires the CalendarLink license.

Allows you to bid on which shift patterns you prefer.

Allows you to post shifts you want to trade on a bulletin board and define conditions for what shift you want in exchange.

Allows you to trade shifts with other agents by sending shift trade requests.

Allows you to enter which shift categories you prefer on which day, and when you prefer to have your days off.

Allows you to view your team's schedule and the schedule for other teams and sites. Which teams and sites you can see is controlled by the data permissions.

Allows you to view other agents grouped by group pages, for example by skill or contract. Which agents you can see is controlled by the data permissions.

Allows you to send text requests.

Allows you to receive and view badges for performing well.

Allows you to view the badge leaderboard, to show who has the highest number of badges.

Allows you to access a guide in MyTime to help you download and configure the WFM App.

Allows you to view the current balance for your personal accounts when requesting time away.

Allows you to open Options and perform some actions. The functions listed below require specific permissions.

Allows you to change the workflow control set configuration on how to handle and validate absence requests.

Allows you to check if the audit trail for WFM is running.

Allows you to change the configuration for the real-time adherence, for example manage state groups, rules and the mapping of state groups and activities and configure for which activities to track when agents are late for work.

Allows you to define scorecards, for example set target values for each scorecard and assign scorecards to a team. This requires the Performance Manager license.

Allows you to open the People module and view the information. It does not allow you to make any changes.

Allows you to add new persons in the People module.

Allows you to change all details for agents and users in the People module, except logon credentials and time zone.

Users with this permission can change and save settings for all users and agents they can open in the People module, even if those data permissions are given by a role that does not have permission to change and save.

Allows you to change log on credentials (the Log on, Application logon name, and Password columns) or assign or revoke roles for users and agents in the People module.

Allows you to delete users and agents in the People module.

Allows you to change time zone for users and agents in the People module.

Allows you to create, rename and delete group pages.

Allows you to move agents to, from and between subgroups within the group page.

Allows you to access Performance Manager. This requires the Performance Manager license.

Users with permission to view or create reports in Performance Manager can see all data available in Performance Manager, regardless of the data permissions defined for the role.

Allows you to both view and create reports in Performance Manager.

Allows you to open the Schedules module and perform some actions. The functions listed below require specific permissions.

Allows you to run the automatic scheduling and optimization.

Allows you to view the agents' requests in the Schedules module.

Allows you to approve or deny and reply to agents' requests in the Schedules module.

Allows you to access the WFM web tools.

Allows you to access the Adherence tool.

Allows you to adjust all agents' adherence to neutral, for example when there are technical issues.

Allows you to approve when an agent is out of adherence or remove a previously approved out of adherence occurrence.

Allows you to access the historical overview to view adherence for up to 30 days back.

Allows you to access the Forecasts tool.

Allows you to create skills in the Forecasts tool.

Allows you to remove skills in the Forecasts tool.

Allows you to access the gamification settings and to import gamification data.

Allows you to access the Insights tool and view all shared reports.

Allows you to create reports and edit your own reports. You can also edit shared reports if they are not locked.

Allows you to delete your own reports.

Allows you to access the Intraday tool to view traffic, staffing and performance data.

Allows you to manually set a backlog for backoffice and email skills in Intraday.

Allows you to get an overview of planned meetings and to schedule meetings for one or many people in the organization. Also required to be able to add and edit meetings in Schedules.

Allows you to create and modify skill groups.

Allows you to access the People tool to view employee information.

Allows you to grant and revoke roles, and to add, change and delete application logons and identity logons.

Allows you to edit the agent information like name and email address.

Allows you to edit the agents' contract, contract schedule, part-time percentage, shift bag and budget group.

Allows you to import new employees.

Allows you to add or remove leaving dates for the agents.

Allows you to move agents between teams.

Allows you to add skills to the agents.

Allows you to view the employment number.

Allows you to view the information in any optional columns in the detailed display view.

Allows you to view users that are not connected to a team.

Allows you to access the Permissions tool and create, edit and delete roles.

Allows you to generate personal access tokens that can be used to access the SDK in machine to machine communication.

Unreleased functionality, currently under development.

Allows you to access the Requests tool on the web and view requests.

IMPORTANT   Users with at least one role that includes the Approve/deny request permission can approve and deny any requests that they can view in the Requests tool. That is, it is not possible to assign a combination of roles that allows the user to for example view all requests for the whole site but only approve requests for their own team.

Allows you to approve or deny agents' requests.

Allows you to cancel already approved absence requests.

Allows you to edit the site open hours, which are used in validations of requests.

Allows you to handle agents' overtime requests.

Allows you to reply with a text message to agents' requests.

Allows you to access the Schedules tool to view agent schedules and staffing levels.

NOTE   You can specify which absences and activities a role can add, edit and remove in the Schedules tool. See Create roles for access to WFM for more information.

Allows you to add activities to the agents' schedules.

Allows you to add days off to agents' schedules.

Allows you to add full-day absences to the agents' schedules.

Allows you to schedule overtime hours to the agents' schedules.

Allows you to add part-day absences to the agents' schedules.

Allows you to add personal activities.

Allows you to edit an activity or absence for one or more agents.

Allows you to add or edit a location.

Allows you to update the shift category for the shifts.

Allows you to export schedule information to Excel for one or more selected teams and a selected date period.

Allows you to move non-overwritable activities which are overlapped by other activities.

Allows you to move the whole shift.

Allows you to read, add and edit notes.

Allows you to remove previously added absences.

Allows you to remove an activity.

Allows you to remove days off.

Allows you to remove previously added overtime hours.

Allows you to remove a shift.

Allows you to replace previously added absences with an absence of a different absence type.

Allows you to replace an activity.

Allows you to see the schedule history.

Allows you to restore the schedule to a previous shift in the schedule history for that agent and day.

Allows you to swap shifts between two agents.

Allows you to view the existing bid processes.

Allows you to create, activate, manage and finalize bid processes.

Allows you to place bids on behalf of agents.

Allows you to access the Staffing tool to view staffing levels.

Allows you to export the staffing gap and import staffing from other suppliers. Requires the BPO Exchange license.

Allows you to access the Calabrio Customer Center.

Allows you to access the WFM settings view. Select specific permissions below.

Allows you to configure bank holidays to indicate these to the agents in MyTime.