How WFM function permissions work
There are two types of permissions in WFM, function permissions and data permissions. The function permissions control what functionality the user can access.
The function permissions always need to be combined with data permissions to define what data the user can access when using that functionality.
The function permissions are organized in a tree structure, and a lot of the function permissions have sub-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.
One section of the function permissions are the global functions. This section contains function permissions that give the user access to functionality which is available in several tools. The user still needs the additional function permissions to access those tools to make use of the global permissions.
EXAMPLE View schedules is a global function permission that controls functionality available in more than one part of WFM, such as the Schedules module. Without the View schedules permission, the user cannot see or make changes to any shifts even if they have access to the Schedules module.
All function permissions
Permission | Details |
---|---|
Open Provider WFM |
Allows you to log in to Provider WFM. |
Permission | Details |
---|---|
API access |
Allows you to access the API to read from and write to the database. |
Read forecast |
Allows you to read the forecast from the database through the API. |
Read organization |
Allows you to read the organization from the database through the API. |
Read request |
Allows you to read requests from the database through the API. |
Read schedule |
Allows you to read the schedule from the database through the API. |
Write forecast |
Allows you to change the forecast through the API. |
Write organization |
Allows you to change the organization through the API. |
Write request |
Allows you to add requests through the API. |
Write schedule |
Allows you to change the schedule through the API. |
Permission | Details |
---|---|
Budgets |
Allows you to open the Budget module. |
Request allowances |
Allows you to create budget allowances for absences. This requires the Vacation Planner license. |
Permission | Details |
---|---|
Data Explorer |
Allows you to view reports and dashboards shared with you, or created by you, in Data Explorer. |
Content creation |
Allows you to create reports and dashboards with WFM data in Data Explorer. |
Content publishing |
Allows you to create reports and dashboards with WFM data in Data Explorer and to share those with other users. This requires the Content creation permission. |
Permission | Details |
---|---|
Dynamic shrinkage |
Allows you to manage dynamic shrinkage templates. |
Forecasts |
Allows you to open Forecasts in the Windows client and perform most actions. The functions listed below require specific permission. |
Export forecast to other business unit |
Allows you to export forecasts to another business unit. |
Export to file |
Allows you to export forecasts to a file. |
Import forecast from file |
Allows you to import forecast data. |
Permission | Details |
---|---|
Global functions |
This does not allow you to do anything within WFM. Select specific permissions below. |
Copy schedule |
Allows you to copy schedules from the default scenario to another scenario. |
Import schedule |
Allows you to import schedules from a selected scenario to the default scenario. |
Modify availabilities |
Allows you to add, edit or delete agents' hourly availability or overtime availability in the Schedules module. |
Modify meetings |
Allows you to create, edit and delete meetings in the Schedules module. |
Modify restricted scenarios |
Allows you to make schedule changes in all scenarios, even the restricted ones. |
Modify schedule |
This does not allow you to do anything within WFM. Select specific permissions below. |
Modify absence |
Allows you to add, edit and delete absences in the schedule. |
Modify assignment |
Allows you to add, edit and delete shifts and activities. |
Modify person restriction |
Allows you to add, edit or delete agents' restrictions in the Restrictions view in the Schedules module. |
Modify write-protected schedule |
Allows you to edit a shift even though it is write-protected. |
Organize cascading skills |
Related to unreleased functionality. |
Publish schedule |
Allows you to publish schedules to agents from the Schedules module. |
Save favorite search |
Allows you to save favorite searches in the Requests tool. |
Set write-protection |
Allows you to write-protect schedules in the Schedules module. |
View active agents |
Allows you to see a list of active agents, accessed from the About view. |
View confidential |
Allows you to see all absences, even those that are defined as confidential. |
View restricted scenarios |
Allows you to open all scenarios in the Schedules module in the WFM client. |
View schedules |
Allows you to view published schedules. This permission is required to view schedules in any part of WFM. |
View unpublished schedules |
Allows you to view schedules that have not yet been published. This permission is not considered when viewing reports. That is, both published and unpublished schedules are always shown in reports. |
Permission | Details |
---|---|
Home page |
Allows you to access the home page to view assigned dashboards with WFM data. |
Permission | Details |
---|---|
MyTime |
Allows you to open MyTime and perform some actions. The functions listed below require specific permissions. |
Absence reporting |
Allows you to report absences, for example illness, directly in MyTime. No validations are done when reporting absences. |
Absence requests |
Allows you to send absence requests. This requires the Vacation Planner license. |
Cancel request |
Allows you to cancel already approved absence requests. |
Agent Schedule Messenger |
Allows you to access the Agent Schedule Messenger (ASM) in MyTime. This requires the Agent Schedule Messenger license. |
Extended preferences |
Allows you to enter extended preferences for the role in MyTime. Extended preferences make it possible for you to enter preferred start and end times for the shifts and for a selected activity. |
Free text in requests |
Allows you to enter text in the subject and message fields of a request. |
Grant |
Allows you to interact with Grant, the chatbot, to request time away or to work extra hours. |
Hourly availability |
Allows you to enter hourly availability, that is when you are available to work. |
MyReport |
Allows you to access the MyReport dashboard. |
Queue metrics |
Allows you to access queue metrics within the MyReport dashboard. |
Overtime availability |
Allows you to enter overtime availability, that is when you are available to work overtime. |
Overtime requests |
Allows you to send overtime requests to requests to work extra hours. |
Cancel overtime request |
Allows you to cancel already approved overtime requests. |
Self-Scheduling |
This does not allow you to do anything within WFM. Select specific permissions below. |
Move lunch |
Allows you to move your own lunch. |
Move short break |
Allows you to move your own short break. |
Share calendar |
Allows you to subscribe to your MyTime schedule from an external calendar app, for example Outlook calendar, Google calendar or iPhone calendar. Requires the CalendarLink license. |
Shift bidding |
Allows you to bid on which shift patterns you prefer. |
Shift trade board |
Allows you to post shifts you want to trade on a bulletin board and define conditions for what shift you want in exchange. |
Shift trade requests |
Allows you to trade shifts with other agents by sending shift trade requests. |
Standard preferences |
Allows you to enter which shift categories you prefer on which day, and when you prefer to have your days off. |
Team schedule |
Allows you to view your team's schedule and the schedule for other teams and sites. Which teams and sites you can see is controlled by the data permissions. |
View all group pages |
Allows you to view other agents grouped by group pages, for example by skill or contract. Which agents you can see is controlled by the data permissions. |
Text requests |
Allows you to send text requests. |
View badge |
Allows you to receive and view badges for performing well. |
View badge leaderboard |
Allows you to view the badge leaderboard, to show who has the highest number of badges. |
View guide for WFM App |
Allows you to access a guide in MyTime to help you download and configure the WFM App. |
View personal account |
Allows you to view the current balance for your personal accounts when requesting time away. |
View staffing info |
Allows you to see the probability to have time away or to work extra, based on the staffing levels for the day. |
Permission | Details |
---|---|
Options |
Allows you to open Options and perform some actions. The functions listed below require specific permissions. |
Absence requests |
Allows you to change the workflow control set configuration on how to handle and validate absence requests. |
Audit trail settings |
Allows you to check if the audit trail for WFM is running. |
Manage real-time adherence |
Allows you to change the configuration for the real-time adherence, for example manage state groups, rules and the mapping of state groups and activities and configure for which activities to track when agents are late for work. |
Manage scorecards |
Allows you to define scorecards, for example set target values for each scorecard and assign scorecards to a team. This requires the Performance Manager license. |
Shift trade request |
Allows you to change the workflow control set configuration on how to handle and validate shift trade requests. This requires the Shift Trader license. |
Permission | Details |
---|---|
Payroll integration |
Allows you to create and run payroll exports in the Payroll integration module. This requires the Payroll license. |
Permission | Details |
---|---|
People |
Allows you to open the People module and view the information. It does not allow you to make any changes. |
Add person |
Allows you to add new persons in the People module. |
Can change and save |
Allows you to change all details for agents and users in the People module, except logon credentials and time zone. Users with this permission can change and save settings for all users and agents they can open in the People module, even if those data permissions are given by a role that does not have permission to change and save. |
Modify access |
Allows you to change log on credentials (the Log on, Application logon name, and Password columns) or assign or revoke roles for users and agents in the People module. |
Delete persons |
Allows you to delete users and agents in the People module. |
Modify time zone |
Allows you to change time zone for users and agents in the People module. |
Modify group page |
Allows you to create, rename and delete group pages. |
Modify people within group page |
Allows you to move agents to, from and between subgroups within the group page. |
Send message (ASM) |
Allows you to send messages from the Windows client to the agents in MyTime. This requires the Agent Schedule Messenger license. |
Permission | Details |
---|---|
Performance Manager |
Allows you to access Performance Manager. This requires the Performance Manager license. Users with permission to view or create reports in Performance Manager can see all data available in Performance Manager, regardless of the data permissions defined for the role. |
Create Performance Manager report |
Allows you to both view and create reports in Performance Manager. |
View Performance Manager report |
Allows you to view all shared reports in Performance Manager. |
Permission | Details |
---|---|
Reports |
This in itself does not allow you to view any reports. Select each report to give access to it. |
Permission | Details |
---|---|
Schedules |
Allows you to open the Schedules module and perform some actions. The functions listed below require specific permissions. |
Automatic scheduling |
Allows you to run the automatic scheduling and optimization. |
Requests |
Allows you to view the agents' requests in the Schedules module. |
Approve |
Allows you to approve or deny and reply to agents' requests in the Schedules module. |
View allowance |
Allows you to view the budget allowance for the budget group the agent belongs to. |
Permission | Details |
---|---|
Shifts |
Allows you to open the Shifts module, create, edit and delete rule sets and arrange the rule sets in shift bags. |
Permission | Details |
---|---|
Web |
Allows you to access the WFM web tools. |
Adherence |
Allows you to access the Adherence tool. |
Adjust to neutral |
Allows you to adjust all agents' adherence to neutral, for example when there are technical issues. |
Approve |
Allows you to approve when an agent is out of adherence or remove a previously approved out of adherence occurrence. |
Historical overview |
Allows you to access the historical overview to view adherence for up to 30 days back. |
Forecasts |
Allows you to access the Forecasts tool. |
Modify skill |
Allows you to create skills in the Forecasts tool. |
Remove skill |
Allows you to remove skills in the Forecasts tool. |
Gamification |
Allows you to access the gamification settings and to import gamification data. |
Insights |
Allows you to access the Insights tool and view all shared reports. |
Create/edit report |
Allows you to create reports and edit your own reports. You can also edit shared reports if they are not locked. |
Delete report |
Allows you to delete your own reports. |
Intraday |
Allows you to access the Intraday tool to view traffic, staffing and performance data. |
Adjust backlog |
Allows you to manually set a backlog for backoffice and email skills in Intraday. |
Meetings |
Allows you to get an overview of planned meetings and to schedule meetings for one or many people in the organization. Also required to be able to add and edit meetings in Schedules. |
Modify skill group |
Allows you to create and modify skill groups. |
People |
Allows you to access the People tool to view employee information. |
Access management |
Allows you to grant and revoke roles, and to add, change and delete application logons and identity logons. |
Edit basic person information |
Allows you to edit the agent information like name and email address. |
Edit employment details |
Allows you to edit the agents' contract, contract schedule, part-time percentage, shift bag and budget group. |
Import new employees |
Allows you to import new employees. |
Manage leaving date |
Allows you to add or remove leaving dates for the agents. |
Manage site/team |
Allows you to move agents between teams. |
Manage skills |
Allows you to add skills to the agents. |
View employment number |
Allows you to view the employment number. |
View optional columns |
Allows you to view the information in any optional columns in the detailed display view. |
View users |
Allows you to view users that are not connected to a team. |
Permissions |
Allows you to access the Permissions tool and create, edit and delete roles. |
Personal access tokens |
Allows you to generate personal access tokens that can be used to access the SDK in machine to machine communication. |
Plans |
Unreleased functionality, currently under development. |
Requests |
Allows you to access the Requests tool on the web and view requests. IMPORTANT Users with at least one role that includes the Approve/deny request permission can approve and deny any requests that they can view in the Requests tool. That is, it is not possible to assign a combination of roles that allows the user to for example view all requests for the whole site but only approve requests for their own team. |
Approve/deny request |
Allows you to approve or deny agents' requests. |
Cancel request |
Allows you to cancel already approved absence requests. |
Edit site open hours |
Allows you to edit the site open hours, which are used in validations of requests. |
Overtime requests |
Allows you to handle agents' overtime requests. |
Reply to request |
Allows you to reply with a text message to agents' requests. |
Schedules |
Allows you to access the Schedules tool to view agent schedules and staffing levels. NOTE You can specify which absences and activities a role can add, edit and remove in the Schedules tool. See Create roles for access to WFM for more information. |
Add activity |
Allows you to add activities to the agents' schedules. |
Add day off |
Allows you to add days off to agents' schedules. |
Add full-day absence |
Allows you to add full-day absences to the agents' schedules. |
Add overtime |
Allows you to schedule overtime hours to the agents' schedules. |
Add part day absence |
Allows you to add part-day absences to the agents' schedules. |
Add personal activity |
Allows you to add personal activities. |
Edit activity |
Allows you to edit an activity or absence for one or more agents. |
Edit location |
Allows you to add or edit a location. |
Edit shift category |
Allows you to update the shift category for the shifts. |
Export schedules |
Allows you to export schedule information to Excel for one or more selected teams and a selected date period. |
Move overlapped activity |
Allows you to move non-overwritable activities which are overlapped by other activities. |
Move shift |
Allows you to move the whole shift. |
Notes |
Allows you to read, add and edit notes. |
Remove absence |
Allows you to remove previously added absences. |
Remove activity |
Allows you to remove an activity. |
Remove day off |
Allows you to remove days off. |
Remove overtime |
Allows you to remove previously added overtime hours. |
Remove shift |
Allows you to remove a shift. |
Replace absence |
Allows you to replace previously added absences with an absence of a different absence type. |
Replace activity |
Allows you to replace an activity. |
Schedule history |
Allows you to see the schedule history. |
Restore |
Allows you to restore the schedule to a previous shift in the schedule history for that agent and day. |
Swap shifts |
Allows you to swap shifts between two agents. |
Shift bidding |
Allows you to view the existing bid processes. |
Manage bid process |
Allows you to create, activate, manage and finalize bid processes. |
Place delegated bid |
Allows you to place bids on behalf of agents. |
Staffing |
Allows you to access the Staffing tool to view staffing levels. |
BPO exchange |
Allows you to export the staffing gap and import staffing from other suppliers. Requires the BPO Exchange license. |
WFM settings |
Allows you to access the WFM settings view. Select specific permissions below. |
Bank holiday |
Allows you to configure bank holidays to indicate these to the agents in MyTime. |
Settings for new employees |
Allows you to set default values to be used in the new employee import. |
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