Create roles for access to WFM

The user's roles control the access to functionality in the system and to agents' or users' data. This guide will help you create roles which can later be assigned to the users or agents.

A role always consists of function permissions and data permissions. The function permissions define which functionality a user with the role can access. The data permissions define which data a user with the role can access.

Roles can be combined to achieve the desired access for a user. For each role you define the functionality the user can access for that data access level.

EXAMPLE   You need to set up three roles to allow an agent to see shifts for all agents on their site, to trade shifts within their own team and to see a couple of selected reports with only their own data.

IMPORTANT   All changes in Permissions are automatically and directly saved. For users of the web tools, changes to their roles take immediate effect. For users of the Windows client, changes of permissions take effect the next time they log in.

NOTE   The super administrator role will always give access to all functionality and data within WFM and this role cannot be changed. Only a user with the super administrator role can grant the super administrator role to another user.

All changes in the Permissions tool are tracked and shown in the General Audit Trail report.

Prerequisites

  • You have the Web > Permissions permission.

Page location

WFM > Permissions

Procedures

  1. Click Application Management.

  2. Click Users.

  3. In the User Information section, in the Select User field, search for and select the user you want to grant access to.

  4. In the Roles section, move the administrator role from Available to Assigned.

  5. In the Associated Groups and Teams section, select the top level until it highlights in blue.

  6. Click Save.

Create a role to be used by a user or agent.

NOTE   If the role you are about to create is similar to an existing role, you can copy that role to make this process quicker.

  1. Click Add role.
  2. Enter a name for the new role.
  3. Click Add.
  4. Set function and data access for the role according to the instructions below.

Add or remove function permissions to change which functionality the user can access.

NOTE   Users are not allowed to change function permissions of their own role(s). This is to prevent users from accidentally locking themselves out by removing function permissions by mistake.

  1. Select the role to modify.
  2. Ensure the Functions tab is selected.

  3. Select (or unselect) one or several functions by clicking them. Click the arrows to expand and show detailed access 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.

    Use the Toggle all button to give access to all functions.

    For information on what access each function permission gives, see How WFM function permissions work.

Add or remove data permissions to change which data the user can access. See How WFM data permissions work for more information.

  1. Select the role to modify.
  2. Ensure the Data tab is selected.

  3. Set dynamic data permissions, static data permissions or a combination of the two.

    • Dynamic data permissions are set by selecting a global level of authorization in the menu in the upper right corner.
    • Static data permissions are set by selecting teams and sites in the business hierarchy.
EXAMPLE   
  • Dynamic data permissions are useful to give agents in more than one team access to the same functionality and their own team’s data. By selecting the global authorization level MyTeam, the same role can be used for agents in different teams.
  • Static data permissions are used for users who does not belong to any team. They are also useful to give a group of users access to see the data for a specific team, regardless of which team the users themselves belong to.

EXAMPLE   A user has permissions to add, edit and remove the absence type Illness, but no other absence types. This user can add a full-day Illness absence for an agent, even if the Illness absence replaces an absence type which the user does not have permissions to edit.

NOTE   
  • This setting only applies to the web Schedules tool.
  • If a user has permissions to Restore shifts in Schedules, they can restore a shift even though an absence in the shift is not on the list of permitted absences for their role.
  • If an absence type is confidential, the user must also have permissions to see confidential absences to add that absence type.
  1. Select the role for which to specify absence types.
  2. Select the Functions tab.
  3. Expand the Web section.
  4. On the Schedules row, click Permitted absences.
  5. Click to Turn on permitted absences. If this is turned off, users with the selected role can manage all absence types.
  6. Select the check boxes for the absence types users with this role can add, edit and remove.
  7. Click Save.

EXAMPLE   A user has permissions to add, edit and remove the activity E-learning, but no other activity. This user can add E-learning for an agent, even if the E-learning activity is scheduled on top of an activity which the user does not have permissions to edit.

NOTE   
  • This setting only applies to the web Schedules tool.
  • If a user has permissions to Restore or Move shifts in Schedules, they can move or restore a shift even though some of the included activities are not on the list of permitted activities for their role.
  1. Select the role for which to specify activities.
  2. Select the Functions tab.
  3. Expand the Web section.
  4. On the Schedules row, click Permitted activities.
  5. Click to Turn on permitted activities. If this is turned off, users with the selected role can manage all activities.
  6. Select the check boxes for the activities this role can add, edit and remove.
  7. Click Save.

Copying a role is a useful way to create a new role that is similar to an existing role. After copying the role, rename the copy and then edit it as needed.

  1. Hover the role you want to copy.
  2. Click on Copy. A new role is created with the prefix "Copy of ..."
  3. Hover the new role and select Edit to rename the role.
  4. Adjust the function and data permissions by following the instructions above.
  1. Hover the role you want to rename.
  2. Click on Edit.
  3. Enter the new name.
  4. Click Edit.
  1. Hover the role you want to delete.
  2. Click on Delete.
  3. Click Yes to confirm.

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