User Security

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• Administrator

Use security roles and privileges to fine-tune user access to specific functionality and views in WFM.

Related documentation:

• How Workforce Management works

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.

Securing schedule changes

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. These 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.

Genesys Administrator security

Tip

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.

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.