How licenses work for Basic WFM

Licenses grant you legal access to use Workforce Optimization. You use licenses to link the functionality of Workforce Optimization with its roles and permissions.

Licensing, roles, and permissions

Licenses are linked to the roles that users have in the system. The access that users have to Workforce Optimization functionality is based on their role and the permissions associated with their role.

Basic WFM licenses

Links the functionality of Core WFM with the following three default roles and their licenses.

  • WFM Core Agent — A data license that is assigned to agents by default.

  • WFM Core Supervisor — An access license that is assigned to supervisors and administrators by default.

  • WFM Core Administrator — An administrative license that is assigned to supervisors and administrators by default.

NOTE   By default supervisors and administrators have two licenses each, the WFM Core supervisor and WFM Core administrator licenses.

Default Permissions

The table below lists the default permissions associated with the different Core WFM licenses. For more information about the permissions listed below, see How WFM function permissions work.

Permission Administrator Supervisor Agent

People - web

People X X  

Access management

X

X

 
Add new employees X X  
Edit basic person information

X

 X  
Edit employment details X X  
Manage leaving date

X

 X  
Manage site/team X X  
Manage skills

X

 X  
View employment number X X  

View optional columns

X

X

 
View users X X  

People - client

People X X  

Add person

X

X

 

Can change and save

 X

X

 

Delete persons

X

X

 

Modify access

 X

X

 

Modify group page

X

X

 

Modify people within group page

 X

X

 

Modify time zone Send message (ASM)

X

X

 

Permissions

Permissions X

X

  

Forecasts - web

Forecasts X

X

  

Dynamic shrinkage

X

X

 
Modify skill X

X

  

Remove skill

X

X

 

Forecasts - client

Forecasts X

X

  

Export forecast to other business unit

X

X

 

Export to file

 X

X

 
Import forecast from file

X

 X  

Shift bidding

Shift bidding X X  
Manage bid process

X

 X  
Place delegated bid X X  

Schedules - web

Add activity X X  
Add day off

X

 X  

Add full day absence

 X

X

 

Add overtime

X

X

 

Add part day absence

 X

X

 

Add personal activity

X

X

 

Edit activity

 X

X

 

Edit location

X

X

 

Edit shift category

 X

X

 

Export schedules

X

X

 

Move overlapped activity

 X

X

 

Move shift

X

X

 

Notes

X

X

 

Remove absence

X

X

 

Remove activity

 X

X

 

Remove day off

X

X

 

Remove overtime

 X

X

 

Remove shift

X

X

 

Replace absence

X

X

 

Replace activity

X

X

 

Schedule history

  • Restore

 X

X

 

Swap shifts

X

X

 

Schedules - client
Schedules X X  
Automatic scheduling

X

 X  

Sessions
Sessions X X  

Staffing

Staffing

 X X  

Intraday

Intraday

  • AdjustBacklog

X

 X  

Adherence

Adherence

  • Adjust to neutral

  • Approve

  • Historical overview

 X    

Reports

Reports

  • Abandonment and Speed of Answer

  • Absence Time per Absence

  • Absence Time per Agent

  • Activity Time per Agent

  • Adherence per Agent

  • Agent Metrics

  • Agent Queue Metrics

  • Agent Queue Statistics

  • Agent Skills

  • Agent Statistics

  • Availability per Agent

  • Forecast vs Actual Workload

  • Forecast vs Scheduled Hours

  • Gamification leaderboard

  • General audit trail

  • IMPROVE

  • Preference per Agent

  • Preference per Day

  • Queue Statistics

  • Ready-Time Adherence per Agent

  • Ready-Time Adherence per Day

  • Requests per Agent

  • Schedule audit trail

  • Scheduled Agents per Activity

  • Scheduled Agents per Interval and Team

  • Scheduled Overtime per Agent

  • Scheduled Time per Activity

  • Scheduled Time per Agent

  • Service Level and Agents Ready

  • Shift Category and Full Day Absence per Day

  • Shift Category and Full-Day Absence per Agent

  • Shift Category per Day

  • Team Metrics

X

 X  

Gamification
Gamification X X  

WFM settings

WFM settings

  • Bank holiday

  • Define organization

  • Notification settings

  • Settings for new employees

X

 X  

Meetings
Meetings X X  

MyTime

MyTime

  • Agent Schedule Messenger Extended preferences

  • Free text in requests

  • Hourly availability

  • MyReport

    • Queue metrics

  • Share calendar

  • Shift bidding

  • Standard preferences

  • Team schedule

    • View all group pages

  • Text requests

  • View badge

  • View badge leaderboard

  • View guide for mobile app

  • View personal account

  • View staffing info

X

X

X

Options
Meetings X X  

Options

X

X

 

Manage real-time adherence

X

X

 

Manage scorecards Shift trade request

X

X

 

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