Manage WFM user information

1. Select the date to search by.

   The search result is dependent on the selected date. This is useful to find users who have a start date in the future, or to find who worked in a team on a given day in the past.

2. If you want to show agents for selected teams and sites, click the Site/team field and select the check boxes for the sites and teams to show.
3. Optionally, enter what to search for in the Search field to narrow the search further. You can search by name, employment number, role, skill, contract, part-time percentage and shift bag.
4. Click Search.
5. Click the respective column header to sort the search result on name, site and team, or employment number.
6. Select the check boxes for the agents or users to work with. The selected agents and users are shown in the Active selection panel to the right.

This view displays the agent or user profile, and this is also where you can update details such as the name, employment number, and email address, adjust the start date, or set a leaving date.

1. Find the agents or users to show information for according to the instruction above.
2. Click Display for the agent or user to show the profile for. See Display and edit user information for more information about what you can do in this view.

1. Click Add new employees and select Add new employee.
2. Enter the employee’s First name and Last name.

3. Enter their Email address.

   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.

4. Enter their Employment number. The employment number is searchable in WFM. It can also be added to the agent description, to be shown together with the agent’s name when agents are listed in for example reports and schedules.
5. Enter the Start date of the employee.

6. Enter an Identity logon .

   The Identity logon is used for identity authentication. Enter the ID from the external authentication system. The ID must be unique for each agent.

   IMPORTANT   When you enter an email address as the Logon in Provider WFM, an email is immediately triggered and sent to the user. With this email, the user can create a password and log in. Therefore, do not enter users’ email addresses until you are ready for them to log in.

7. Select the permission Roles that apply for this employee.
8. Select the Workflow control set for this employee. The workflow control set defines for example how far ahead the agent can see their schedule, for which period they can send absence requests or shift trade requests and enter their preferences on how to work. A workflow control set is also needed for users who need to view schedules and who do not have permissions to view unpublished schedules. This is common for team leaders.
9. Select what day of the week the Work week starts on to define the period for which 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.
10. Select the Time zone for this employee. The agent’s time zone controls how they view things like shifts and staffing. In some areas of the product, times are always shown according to the employee’s time zone. In other areas it is possible to select the viewing time zone. The time zone is from the IANA database.
11. In the Reporting manager drop-down list, to search for a name, enter a minimum of three characters. Then, select the name.

12. If the employee is an agent who will be scheduled within Provider WFM, toggle Employee to be scheduled on. When you do, more fields are shown, described below.

    If the employee is a user who will not be scheduled within Provider WFM, click Save.

13. Select what Site/team the employee will belong to.

14. Select a Contract, Contract schedule and a Part-time percentage for the employee.

    The employee’s contract time target for each schedule period is calculated based on these three settings. See How work time is calculated for more information.

15. Select which Skills the employee has. The selected skills are listed in the Skills column.
16. Select the Shift bag to select shifts from for the employee.
17. To approve the employee’s absence requests based on budget allowance, select a Budget group. To automatically load staff employed when creating staffing budgets, the employees must be connected to a budget group.
18. Click Save.

1. Find and select the agents.
2. Click Actions.
3. Click Set reporting manager.
4. In the Reporting manager drop-down list, to search for a name, enter a minimum of three characters. Then, select the name.
5. Click Save.

1. Find and select the agents who are changing teams according to the instruction above.
2. Click Actions and select Set team.
3. Select an Effective date. The effective date is the date when the agents move to the new team.
4. Select what Team the agents will join.
5. Click Save.

1. Find and select the agents to change contract, contract schedule or part-time percentage for according to the instruction above.
2. Click Actions and select Set employment details.
3. Select an Effective date. The effective date is the date when the new employment details take effect.
4. Select the new Contract, Contract schedule or Part-time percentage to apply.
5. Click Save.

NOTE   For more information on how to configure contracts, contract schedules and part-time percentages for agents, see How work time is calculated.

Change a user to an agent that can be scheduled from the selected effective date.

1. Find and select the users to add a team, a contract, a contract schedule and part-time percentage for according to the instruction above.
2. Click Actions and select Set employment details.
3. Select an Effective date. The effective date is the date when the new employment details take effect.
4. Select the new Team, Contract, Contract schedule, and Part-time percentage to apply.
5. Click Save.

NOTE   For more information on how to configure contracts, contract schedules and part-time percentages for agents, see How work time is calculated.

A shift bag is a collection of shifts that can be assigned to an agent in automatic scheduling. See Creating shifts overview for more information.

1. Find and select the agents to change shift bag for according to the instruction above.
2. Click Actions and select Set shift bag.
3. Select an Effective date. Agents are scheduled with shifts from the new shift bag from the effective date.
4. Select the Shift bag to apply to the agents.
5. Click Save.

Budget groups are used to create long-term staffing budgets and to set up absence request allowances for the agents who belong to the budget group. See How creating staffing budgets works for more information.

NOTE   When you change the budget group for an agent, any previously scheduled absences are subtracted from the budget allowance of the new budget group, and the spot opens up again on the previous budget group.

1. Find and select the agents to assign a new budget group to according to the instruction above.
2. Click Actions and select Set budget group.
3. Select an Effective date. Agents belong to the new budget group from the effective date.
4. Select the Budget group to assign to the agents.
5. Click Save.

Workflow control sets are rules that mainly define when agents can perform certain tasks and what rules and validations to apply for those tasks. See Manage workflow control sets for more information.

NOTE   There is no effective date for workflow control sets. Changes take effect immediately.

1. Find and select the agents to assign a workflow control set to according to the instruction above.
2. Click Actions and select Set workflow control set.
3. Select the Workflow control set to assign to the selected agents.
4. Click Save.

Add additional skills to agents. The skills you add are counted as active skills with 100% proficiency.

1. Find and select the agents to add skills to according to the instruction above.
2. Click Actions and select Add skills.
3. Select an Effective date. The skills are added to the selected agents from the effective date.
4. Click the Skills to add field and select what skills to add.
5. Click Add.

1. Find and select the agents to remove skills from according to the instruction above.
2. Click Actions and select Remove skills.
3. Select an Effective date. The skills are removed from the selected agents from the effective date.
4. Click the Skills to remove field and select what skills to remove.
5. Click Remove.

Change the start date, note, or any optional column value for several users at once.

NOTE   An employment number must be set for the users to change their values by copy and paste.

1. Find and select the agents to edit values for according to the instruction above.
2. Click Actions and select Edit with copy/paste.
3. Select what Column to edit.
4. Click Copy current values to clipboard.
5. Open a spreadsheet software, for example Google Sheets or Microsoft Excel.
6. Paste your copied values.

7. Enter the new values in the New value column.

   NOTE   When you change the users' start date, the new start date must be entered in the YYYY-MM-DD format.

8. Select all four columns and copy the values.
9. Go back to the People tool and click Paste values from clipboard.
10. Paste the values in the Paste area.

11. Look at the preview of the pasted values to ensure that it looks correct.

    If any values are highlighted in red, these values will not be saved. This can be for example because the date format is not correct, because the user does not have an employment number, or because more than one user has the same employment number.

12. Click Insert pasted values.

    If there are any values which cannot be saved, the row is highlighted in read and the reason is shown in the Error column.

13. 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. Find and select the agents to set a leaving date for according to the instruction above.
2. Click Actions and select Leaving date.
3. Select an Effective date. The agents' leaving date is set to this date.
4. Click Save.
5. Click OK to confirm.