Display and edit user information

• The user information view has three tabs.
  • User info—This tab contains basic information about the user, for example their name, email address, employment number, logon, roles, and time zone. Any optional columns are shown on this tab.

  • Employment—This tab contains employment details, for example what team the agent belongs to, their contract details and their skills. The information in this tab is based on periods. Use the arrow buttons at the top to view any changes that are valid for earlier or later dates than the currently selected period. The effective date is the date from when the settings took effect. This tab is normally empty for users who don't belong to a team.

    NOTE   An orange line in the left part of a column or field indicates that there is a change in this period, compared to the previous period. An orange line in the right part of a column or field indicates that there is a change in the next period.

  • Shift patterns—This tab shows the current shift pattern for this agent. If this agent has not participated in any bid process, this tab is not shown.

1. Select the User info tab.
2. Click Edit in the Basic info section.
3. Enter the new name, email address, or employment number.
4. Click Save.

IMPORTANT   A user's email addresses must be valid and configured on the customer SMTP prior to adding a new user to Workforce Optimization or updating an existing user's email address in Workforce Optimization. Otherwise, Workforce Optimization cannot send emails to the user's email address. This message is only applicable to organizations that have configured users to receive activation and welcome emails to set their passwords.

The start date is by default set to the start date of the first person period. If it is not correct, adjust it manually.

1. Select the User info tab.
2. Click Edit in the Basic info section.
3. Enter the correct Start date.
4. Click Save.

This removes any schedule data for dates after the leaving date immediately. See End an employment for WFM for more information on what happens when you set a leaving date.

1. Select the User info tab.
2. Click Editin the Basic info section.
3. Enter the Leaving date.
4. Click Save.

This reactivates the agent or user.

1. Select the User info tab.
2. Click Edit in the Basic info section.
3. Hover the leaving date and click the small X button to remove it.
4. Click Save.

Notes can be used to provide additional information about an agent or user.

1. Select the User info tab.
2. Click Edit in the Basic info section.
3. Enter the new Note.
4. Click Save.

Workflow control sets are rules that define when agents can perform certain tasks and what rules and validations to apply for those tasks.

1. Select the User info tab.
2. Click Edit in the User settings section.
3. Select a Workflow control set.
4. Click Save.

Select on what day of the week the work week starts. This affects for which period the contract rules are validated. These rules control the weekly rest, the maximum weekly work time, and the minimum weekly work time. The Work week starts on setting also affects the day off optimization settings that control the number of days off per week and the day off placement on weekends. The two last days of the work week are implicitly defined as weekend days.

EXAMPLE    If the first workday of the week for the agent is usually Monday, select Monday in the Work week starts on menu. This means the weekend is Saturday and Sunday.

1. Select the User info tab.
2. Click Edit in the User settings section.
3. Select what day the Work week starts on.
4. Click Save.

Optional columns are user-created columns to store any information related to the agents.

1. Select the User info tab.
2. Click Edit in the Optional columns section.
3. Enter information in the field of the appropriate optional column.
4. Click Save.