Roles

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Create and assign user security roles to control general access privileges and permissions.

Related documentation:

Security Roles control general permissions (or privileges), as well as access permissions to various modules in WFM Web for Supervisors. Roles do not control access to business units, sites, or teams. To add or restrict access to these specific objects, see Access rights.

In the Roles module, you can:

  • Import users
  • Define a default security role
  • Assign security roles to users. Users automatically take on the privileges or permissions configured for the security role to which they are assigned.
    Tip
    Security roles enable you to set permissions for access to modules but not to business units, sites, or teams. To enable the rights to add or restrict access to these specific objects, you must check the Access Backend Configuration check box in the Role Privileges pane.

In the Roles view there are two lists:

  • The WFM Users list contains these columns: User Name, User First Name, User Last Name, User E-mail, and Role.
  • The Genesys Users list contains these columns: User Name, User First Name, User Last Name, and User E-mail.

Creating roles

To create a security role:

  1. Go to Configuration > Roles.
  2. In the Role pane, click New WM 851 icon-new.png .
    A new security role appears in the Role pane with a default name.
  3. In the Role Privileges pane, change the Name of the role (if desired).
  4. Assign privileges by expanding items in the list and selecting/clearing the check boxes.
    For a complete description of all privileges, see Role privileges.
  5. Click Save Now WM 851 icon-save.png .

Next Step: Assign the security role to a user.

Using copy to create roles

To create a security role using copy:

  1. In the Roles pane, select an existing role.
    If there are many roles in the list, enter the role name in the Search field to find it quickly.
  2. Click Copy WM 851 icon copy.png .
    A copy of the selected role appears in the Roles list.
  3. Select the copy and click Role Privileges.
  4. Rename and assign privileges to the role by selecting or clearing the check boxes, as required.
  5. Click Save Now WM 851 icon-save.png .

Editing roles

To edit a security role:

  1. In the Role pane, select the role you want to edit.
    If there are many roles in the list, enter the role name in the Search field to find it quickly.
  2. Click Role Privileges.
  3. Rename the role and/or select/clear the check boxes next to the privileges you want to change.
  4. Click Save Now WM 851 icon-save.png .

Deleting roles

To delete a security role:

  1. In the Role pane, select the role you want to delete.
  2. Click Delete WM 851 icon-delete.png .
  3. When the Confirmation dialog appears, click Yes to proceed or No to cancel the action.
    Important
    Proceed with caution. If you select Yes, the action cannot be undone.

Assigning and removing role assignments

WFM enables you to assign and unassign security roles, and delete users from the Assigned Users list. These tasks are described in the procedures below.

Assigning roles to users

To assign users to the role:

  1. At the top of the Role Privileges pane, click Users and then, do one of the following:
    • Click Assign Users WM 851 agent activities plus.png to assign a WFM user to this role.
      A new pane opens, containing a list of WFM users.
    • Click Import Genesys User WM 851 Import user.png to assign a Genesys user to this role.
      A new pane opens, containing a list of Genesys users.
  2. Select the users you want to assign to this role and click Apply WM 851 agent activities assign.png.
  3. In the Users pane, click Save Now WM 851 icon-save.png .
    Important
    New users are automatically granted access to all modules, objects, and sites. Also, only users in the WFM Users list can access Workforce Management functionality (with the exception of WFM Web for Agents).

You can also create a new security role using copy and paste. See Using copy to create roles.

Removing role assignments

To remove a user's security role assignment:

  1. In the Assigned Users list, select the user to want to unassign from this role.
  2. Click Unassign User WM 851 agent activities minus.png .
  3. When the Confirmation dialog appears, select Yes to proceed or No to cancel the action.
  4. Click Save Now WM 851 icon-save.png .

Deleting users from the Assigned Users list

To delete a user from the Assigned Users list:

  1. In the Assigned Users list, select the user to want to remove from this list.
  2. Click Delete User WM 851 icon-delete.png .
  3. When the Confirmation dialog appears, select Yes to proceed or No to cancel the action.
  4. Click Save Now WM 851 icon-save.png .
    Important
    Proceed with caution when clicking Yes in the Confirmation dialog. Doing so removes all of the user's role privileges and access rights to WFM.