Set Up Users for IEX WFM Integrated

IEX WFM Integrated User Synchronization

User synchronization (sync) between your CXone ACD and IEX WFM Integrated is an automated, one-way process.
Manual synchronization is not supported.
User account additions and changes sync from CXone ACD to IEX WFM every 15 minutes by default. This interval can be changed by your CXone Account Representative if necessary.
User sync is enabled at your initial implementation and remains enabled at all times except in special circumstances.

Agents will not be able to see their IEX WFM schedules in MAX if user sync is disabled.

Learn more about the fields synced from CXone ACD to IEX WFM Integrated

The following table shows CXone ACD user profile attributes and the corresponding IEX WFM Integrated field to which they are synced.

CXone	IEX WFM	Notes
Agent Number	UUID ACD Login ID	The CXone Agent Number is not a customer-defined value. It's the unique numeric identifier assigned by CXone at the time the account is created. It is synced to both the IEX WFM UUID field and the ACD Login ID field associate with the agent's acdID (described later in this table).
Agent First Name	First Name
Agent Last Name	Last Name
Agent Email address	Email Address
Agent Activation Date	AgentStateDate
Agent User GUID	Personal ID	Agent User GUID is an internal CXone value. It syncs to IEX WFM Integrated to support the use of Employee Engagement Manager (EEM). Syncing this field can be disabled if it is not needed, but only for the entire business unit.
Agent External ID	External ID	This field is synced to support future use of IEX WFM Single Sign On. Syncing this field can be disabled if it is not needed, but only for the entire business unit.
ACD ID	acdID	The CXone ACD ID is associated with the ACD configuration of your business unit. All agents in the same business unit have the same acdID in IEX WFM. If your CXone design calls for more than one ACD business unit to sync to a single IEX WFM tenant, each ACD business unit must have a separate IEX WFM acdID value.
"1" or "2"	mu	If an agent in CXone does not appear in IEX WFM Integrated , they are synced to IEX WFM as a new agent and the IEX WFM mu field is set to 1. If an agent is not in CXone but appears in IEX WFM Integrated, the sync considers them a changed agent and sets the IEX WFM mu field to 2. These values are hard coded in the user sync process, and are not user-configurable.

IEX WFM Integrated User Account Management

User accounts are created and maintained in your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment in the CXone cloud. Your IEX WFM Integrated tenant can integrate with multiple CXone ACD business units. However, you cannot link multiple IEX WFM Integrated tenants to a single CXone business unit. Your CXone Account Representative will discuss the best architecture for your company during your initial implementation.

If you have multiple CXone ACD business units, each maps to an "acd" in IEX WFM Integrated. Each agent is assumed to work only in a single business unit. The integration does not support combining, summarizing, or unifying individual agent data across CXone ACD business units.

Set Up CXone User Accounts for IEX WFM Integrated

Create the user account in the CXone Admin app.
Assign the user to a team that has the WFM Advanced feature enabled.
If you want the user to be able to see their IEX WFM Integrated schedule, assign them a security profile with the ACD > MAX > Agent Schedule permission enabled.
Let IEX WFM Integrated sync the ACD user profile data from the ACD app.