Manage users in WFM and QM/Analytics

If you have WFM and QM/Analytics, an admin must manage users manually. There is no automatic user sync between these applications.

Prerequisites

  • You have permission for Web > People > Add new employees
  • You have permission for People > Can change and save
  • A business hierarchy with sites and teams is defined.
  • Skills are created.
  • External logons are available through an ACD integration.
  • Contracts, contract schedules and part-time percentages are created to define the agents' work time.
  • A shift bag is created.
  • To approve absence requests based on budget allowance or use the Budgets module to create staffing budgets, a budget group must be created.
  • Roles are created.
  • A workflow control set is created.

Page location

Application Management > Users

Web > People

Client > People

Procedures

In Application Management:

If there is no sync from the ACD and Workforce Optimization, complete the following steps:

  1. Go to Application Management > User Configuration > Users.
  2. Select Create a new user.
  3. Enter a First Name and Last Name.

  4. In the User Name field, enter an email address. Update the Team, Associated Groups and Teams, and QM Views fields, if necessary.

    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 the agents’ email addresses until you are ready for agents to log in.

  5. Click Save.

After the user is automatically synced from the ACD and Workforce Optimization, complete the following steps:

  1. Go to Application Management > User Configuration > Users.
  2. Select Edit an existing user.
  3. Verify the First Name and Last Name.

  4. In the User Name field, enter an email address. Update the Team, Associated Groups and Teams, and QM Views fields, if necessary.

    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 the agents’ email addresses until you are ready for agents to log in. A user’s email address must be valid and configured on your 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.

  1. Click Save.

In WFM web tools

  1. Go to People, click Add new employees, and then click Add new employee.
  2. Enter a First name and Last name.
  3. Enter an Email address.
  4. Enter an Employment number. The employment number is unique to each user and searchable in WFM. It can also be added to the agent description, to be shown together with the agent’s name when they are listed in, for example, reports and schedules.
  5. Enter a Start date.
  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.
  7. Select the appropriate Roles.
  8. Select the Workflow control set for the agent. 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.
  9. Select the day of the week that the Work week starts on to define the period that is considered a week. 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. For 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.
  10. Select the Time zone for the agent. 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 agent’s time zone. In other areas, it is possible to select the viewing time zone.
  11. Toggle the Employee to be scheduled button on, if necessary, and fill in the fields.
  12. Click Save.

In WFM Client

Before you complete the below procedures, ensure that teams and contracts are set up. After the agent’s first contact, you must wait overnight for the external logon to appear. After the ACD records the user's first call, complete the following steps:

  1. Go to People, expand the site, expand the team, and double-click an agent.
  2. Click the Person periods tab.
  3. Select an existing person period or click the New drop-down list and select New Person Period. If you create a new person period, ensure that you add a Date.
  1. Click the External logon field for an agent, click the External logon tab to the right, and then select the check boxes for the external logons to connect to this agent. The selected external logons are listed in the External logon column.

NOTE   External logons are used to connect statistics from external systems, such as CTIs, to the agents. The external logons are automatically populated from the external system every night. One agent can have several external logons to connect data from different external systems. Several agents can share one external logon. Sharing an external logon is generally not recommended, because that makes it impossible to view statistics per agent.

  1. Click Save.

In Application Management

  1. Go to Application Management > User Configuration > Users.
  2. Select Edit an existing user.
  3. In the Select User field, update the first and last name, if necessary.
  4. In the User Name field, update the email address.
  5. Click Save.

NOTE    If the user is already linked to a WFM user (in other words, the Workforce Optimization user’s email, prior to updating, matched a WFM user’s log on), once a user’s email address is updated in Application Management, Application Management will sync the Identity logon of the user in WFM.

In WFM web tools

  1. Go to People.
  2. Search for the agent.
  3. Click Display for the agent.
  4. Click the Edit symbol to the right of Basic info.
  5. Update the Email address.
  6. Click Save.

In Application Management

  1. Go to Application Management > User Configuration > Users.
  2. Select Edit an existing user.
  3. In the Select User field, search for a first and last name.
  4. To deactivate the user, go to the Activate section and clear the Activate this user check box.
  5. Click Save.

In WFM web tools

  1. Go to People.
  2. Search for the agent and then select the agent.
  3. Click Actions and then select Set leaving date.
  4. Select the leaving date.
  5. Click Save.