About function permissions in WFM

There are two types of permissions in WFM, function permissions and data permissions. The function permissions control what functionality the user can access.

The function permissions always need to be combined with data permissions to define what data the user should be able to access when using that functionality.

The function permissions are organized in a tree structure, and a lot of the function permissions have sub-levels. Access on a higher level does not automatically give the user access to the functions on the lower levels. All function permissions need to be enabled individually.

One section of the function permissions are the global functions. This section contains function permissions that give the user access to functionality which is available in several tools. The user still needs the additional function permissions to access those tools to be able to make use of the global permissions.

EXAMPLE   View schedules and Modify personal shifts are global function permissions that control functionality available in more than one part of WFM, such as Teams and the Schedules module. Without the View schedules and Modify personal shifts permissions, the user will not be able to see or make changes to any shifts even if they have access to Teams and the Schedules module.

All function permissions

Open Calabrio WFM  

Open Calabrio WFM

Allows you to log in to Calabrio WFM.

API access function permissions
API access  

API access

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

Read organization

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

Read request

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

Read schedule

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

Write organization

Allows you to change the organization through the API.

Write request

Allows you to add requests through the API.

Write schedule

Allows you to change the schedule through the API.

Budgets function permissions
Budgets  

Budgets

Allows you to open the Budget module.

Request allowances

Allows you to create budget allowances for absences. This requires the Vacation Planner license.

Data Explorer function permissions
Data Explorer  

Data Explorer

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

Content creation

Allows you to create reports and dashboards with WFM data in Data Explorer and to share those with other users.

Forecasts function permissions
Forecasts  

Forecasts

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

Export forecast to other business unit

Allows you to export forecasts to another business unit.

Export to file

Allows you to export forecasts to a file.

Import forecast from file

Allows you to import forecast data.

Global function permissions
Global functions  

Global functions

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

Copy schedule

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

Import schedule

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

Modify availabilities

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

Modify meetings

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

Modify restricted scenarios

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

Modify schedule

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

Modify absence

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

Modify assignment

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

Modify person restriction

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

Modify write-protected schedule

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

Organize cascading skills

Related to unreleased functionality.

Publish schedule

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

Save favorite search

Allows you to save favorite searches in the Teams and Requests tools.

Set write-protection

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

View active agents

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

View confidential

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

View restricted scenarios

Allows you to open and view all scenarios, even the restricted ones.

View schedules

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

View unpublished schedules

Allows you to view schedules that have not yet been published.

This permission is not considered when viewing reports. That is, both published and unpublished schedules are always shown in reports.

Home page function permissions
Home page  

Home page

Allows you to access the home page to view assigned dashboards with WFM data.

MyTime function permissions
MyTime  

MyTime

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

Absence reporting

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

No validations are done when reporting absences.

Absence requests

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

Cancel request

Allows you to cancel already approved absence requests.

Agent Schedule Messenger

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

Extended preferences

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.

Free text in requests

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

Grant

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

Hourly availability

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

MyReport

Allows you to access the MyReport dashboard.

Queue metrics

Allows you to access queue metrics within the MyReport dashboard.

Overtime availability

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

Overtime requests

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

Self-Scheduling

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

Move lunch

Allows you to move your own lunch.

Move short break

Allows you to move your own short break.

Share calendar

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.

Shift trade board

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

Shift trade requests

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

Standard preferences

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

Team schedule

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.

View all group pages

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.

Text requests

Allows you to send text requests.

View badge

Allows you to receive and view badges for performing well.

View badge leaderboard

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

View guide for WFM App

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

View personal account

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

View staffing info

Allows you to see the probability to have time away or to work extra, based on the staffing levels for the day.

Options function permissions
Options  

Options

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

Absence requests

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

Audit trail settings

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

Manage Real-Time Adherence

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. This requires the Real Time Adherence license.

Manage scorecards

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.

Shift trade request

Allows you to change the workflow control set configuration on how to handle and validate shift trade requests. This requires the Shift Trader license.

Payroll integration function permissions
Payroll integration  

Payroll integration

Allows you to create and run payroll exports in the Payroll integration module. This requires the Payroll license.

People function permissions
People  

People

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

Add person

Allows you to add new persons in the People module.

Can change and save

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

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.

Delete persons

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

Modify group page

Allows you to create, rename and delete group pages.

Modify name and password

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

Modify people within group page

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

Send message (ASM)

Allows you to send messages from the Windows client to the agents in MyTime. This requires the Agent Schedule Messenger license.

Performance Manager function permissions
Performance Manager  

Performance Manager

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.

Create Performance Manager report

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

View Performance Manager report

Allows you to view all shared reports in Performance Manager.

Reports function permissions
Reports  

Reports

This in itself does not allow you to view any reports. Select each report to give access to it.

Schedules function permissions
Schedules  

Schedules

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

Automatic scheduling

Allows you to run the automatic scheduling and optimization.

Requests

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

Approve

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

View allowance

Allows you to view the budget allowance for the budget group the agent belongs to.

Shifts function permissions
Shifts  

Shifts

Allows you to open the Shifts module, create, edit and delete rule sets and arrange the rule sets in shift bags.

Web function permissions
Web  

Web

Allows you to access the WFM web tools.

Adherence

Allows you to access the Adherence tool.

Adjust to neutral

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

Approve

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

Historical overview

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

Forecasts

Allows you to access the Forecasts tool.

Modify skill

Allows you to create skills in the Forecasts tool.

Gamification

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

Insights

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

Create/edit report

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

Delete report

Allows you to delete your own reports.

Intraday

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

Meetings

Unreleased functionality, currently under development.

Modify skill group

Allows you to create and modify skill groups.

People

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

Access management

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

Edit basic person information

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

Edit employment details

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

Import new employees

Allows you to import new employees.

Manage site/team

Allows you to move agents between teams.

Manage skills

Allows you to add skills to the agents.

View employment number

Allows you to view the employment number.

View optional columns

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

View users

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

Permissions

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

Personal access tokens

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

Plans

Unreleased functionality, currently under development.

Requests

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.

Approve/deny request

Allows you to approve or deny agents' requests.

Cancel request

Allows you to cancel already approved absence requests.

Edit site open hours

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

Overtime requests

Allows you to handle agents' overtime requests.

Reply to request

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

Schedules

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

Add activity

Allows you to add activities to the agents' schedules.

Add full-day absence

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

Add part-day absence

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

Drag and drop

Allows you to use drag and drop to move activities and to change the duration of activities.

Staffing

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

BPO exchange

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

System settings

This allows you to access the System settings view. Select specific permissions below.

Bank holiday

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

Settings for new employees

Allows you to set default values to be used in the new employee import.

Teams

Allows you to access the Teams tool to view and edit agent schedules. Select the specific actions to allow in the Teams tool among the underlying permissions. (The Shift editor is unreleased functionality.)

Teams strictly adheres to the data access given by the role that gives the user access to Teams, even if the global permission to view schedules is given on a higher level through another role. It's therefore possible to allow agents to see only their own schedule in Teams, even if they can see their team's schedules in MyTime. This is useful if you want to allow agents to see and edit their own shifts in Teams.

View Customer Center

Allows you to access the Calabrio Customer Center.

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