PEC-WFM/Current/Administrator/UserSec - Revision history

WikiSysop at 14:35, August 18, 2022

2022-08-18T14:35:12Z

Mary.hachey@genesys.com: Published

2021-11-15T16:27:57Z

Published

Mary.hachey@genesys.com: Published

2021-05-13T11:35:57Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:55Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:56Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Mhachey: Published

2020-06-10T20:10:48Z

Published

Mhachey: Published

2020-06-10T20:08:11Z

Published

Bgrenon: Published

2020-06-08T15:23:05Z

Published

New page

{{Article
|Standalone=No
|DisplayName=User Security
|TocName=User Security
|Context=Use security roles and privileges to fine-tune user access to specific functionality and views in WFM.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Workforce Administration
|Section={{Section
|alignment=Vertical
|structuredtext=The Workforce Management (WFM) user security modules '''Configuration''' > '''Roles''' and '''Configuration''' > '''Users''' in WFM Web for Supervisors, enable you to fine-tune the precise access each user has to WFM modules, objects, and functions. For example, you can:

*Limit certain users so that they can view only certain sites or teams.
*Limit certain users so that they can read the schedule but not change it.
*Limit access to reports.
*Limit access to WFM configuration settings modules, such as '''Contracts''' and '''Time Off Rules'''.
|Status=No
}}{{Section
|sectionHeading=Pending schedule changes
|anchor=PendingScheduleChanges
|alignment=Vertical
|structuredtext=User security enables you to control who can make changes to schedule scenarios and to the Master Schedule. Users might be able to enter changes to the Master Schedule, but unable to commit or approve changes. Such changes are in '''pending''' status. An authorized user can then review the changes, and either commit/approve them or roll back/delete the changes.

This enables contact center managers to provide Master Schedule access to certain users who might not ordinarily have access. For example, supervisors who manage teams of agents, but who don’t normally have any scheduling responsibility, can enter team meetings or other exceptions into the schedule. Workforce-scheduling professionals can then review these to ensure that coverage is not adversely affected.
|Status=No
}}{{Section
|sectionHeading=Genesys Administrator security
|anchor=GenAdmnScrty
|alignment=Vertical
|structuredtext={{NoteFormat|The information in this section is added for information purposes only, contact your Genesys Professional Services representative if you have questions about how user security is managed in your environment.|2}}

The security setup in Genesys Administrator also applies to Workforce Management. WFM has its own security/access rights system but also implements tenant security for the objects that are shared with Genesys Administrator. For example, a user who is logged in to Web for Supervisors, but does not have permission to view certain objects/users in the Genesys Administrator, will not be able to view those objects/users in Web for Supervisors.

A user's ability to see, interact with, and synchronize agents and skills in WFM matches that user's tenant-based access permissions in the Genesys Administrator. In other words, in order to access an agent or a skill in WFM, you must be able to do it in Genesys Administrator. The agent can be assigned or unassigned.

This access permission is tenant-based. If you are working in a multi-tenant environment, this behavior affects every display of agents or skills in WFM. Tenants exist only in a multi-tenant environment.
|Status=No
}}
}}

@@ Line 52: / Line 52: @@
 Assign this role to agents who are being promoted to a supervisor's position.
-{{NoteFormat|In Genesys Administrator Extension (GAX), this Person object is configured with the '''Agent''' check box enabled. In Agent Setup, this Person object is configured with the '''Agent Desktop Agent''' check box enabled.|2}}
+{{NoteFormat|In Genesys Administrator Extension (GAX), this Person object is configured with the '''Agent''' check box enabled. In Agent Setup, this Person object is configured with the '''Agent Workspace Agent''' check box enabled.|2}}
 After logging in to WFM, this user:
@@ Line 77: / Line 77: @@
 Assign this role to a person who is initially hired as a WFM Supervisor. In this case, the person does not have a dual-role, but instead, is automatically imported into WFM as '''WFM Supervisor''' after the first login.
-{{NoteFormat|In GAX, this Person object is configured with the '''Agent''' check box disabled. In Agent Setup, this Person object is configured with the '''Agent Desktop Agent''' check box disabled.|2}}
+{{NoteFormat|In GAX, this Person object is configured with the '''Agent''' check box disabled. In Agent Setup, this Person object is configured with the '''Agent Workspace Agent''' check box disabled.|2}}
 After logging in to WFM this user:

@@ Line 25: / Line 25: @@
 |Status=No
 }}{{Section
-|sectionHeading=Controlling schedule changes
+|sectionHeading=Securing schedule changes
-|anchor=ControllingScheduleChanges
+|anchor=SecuringScheduleChanges
 |alignment=Vertical
 |Media=

@@ Line 3: / Line 3: @@
 |DisplayName=User Security
 |TocName=User Security
-|Context=Use security roles and privileges to fine-tune user access to specific functionality and views in WFM.
+|Context=Use roles and privileges to fine-tune user access to specific functionality and views in WFM.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=The Workforce Management (WFM) user security modules '''Configuration''' &gt; '''Roles''' and '''Configuration''' &gt; '''Users''' in WFM Web for Supervisors, enable you to fine-tune the precise access each user has to WFM modules, objects, and functions. For example, you can:
+|structuredtext=The Workforce Management (WFM) user security modules '''Configuration''' &gt; '''Roles''' and '''Configuration''' &gt; '''Users''' in WFM Web for Supervisors, enable you to fine-tune the type of access each user has to WFM views, objects, and functions. For example, you can:
 *Limit certain users so that they can view only certain sites or teams.
 *Limit certain users so that they can read the schedule but not change it.
 *Limit access to reports.
-*Limit access to WFM configuration settings modules, such as '''Contracts''' and '''Time Off Rules'''.
+*Limit access to WFM configuration settings views, such as '''Contracts''' and '''Time Off Rules'''.
 |Status=No
 }}{{Section
@@ Line 35: / Line 35: @@
 A user's ability to see, interact with, and synchronize agents and skills in WFM matches that user's tenant-based access permissions in the Genesys Administrator. In other words, in order to access an agent or skill in WFM, you must be able to access them in Genesys Administrator.
-This access permission is tenant-based. If you are working in a multi-tenant environment, this behavior affects every display of agents or skills in WFM. Tenants exist only in a multi-tenant environment.
+This access permission is tenant-based. If you are working in a multi-tenant environment, this behavior affects every display of agents or skills in WFM. Tenants exist only in multi-tenant environments.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Use security roles and privileges to fine-tune user access to specific functionality and views in WFM.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Workforce Administration

PEC-WFM/Current/Administrator/UserSec - Revision history

WikiSysop at 14:35, August 18, 2022

Mary.hachey@genesys.com: Published

Mary.hachey@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Mhachey: Published

Mhachey: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"