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inContact WFO Admin > SecurityProfiles > WFMModal > Page Details: Security Profile Manage WFM Permissions

Page Details: Security Profile Manage WFM Permissions

Required security profile permissions: Security Profile Edit.

OverviewClosed

This tab is only available when your environment is inContact WFO-enabled. When you create a new security profile, or modify an existing security profile, you can determine the power users with the security profile have over .

For more information, see Security Profiles Overview.

Stream Data

Enables users to:

  • View — View the Manage Stream Data menu option and graph data associated with streams and contact groups.
  • Edit — to edit data associated with streams and contact groups.
  • Upload — See the Operations Upload Stream Data menu option and upload data associated with streams that are not integrated directly with inContact WFMv2, such as chat or email streams or historical data from a non-supported ACD.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit Upload

Agent

     
Supervisor      
Manager      

Detect Outliers

Enables users to .

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Special Event Data

Enables users to:

  • View — View existing special event.
  • Edit — Edit existing special events.
  • Create — Create new special events.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Exceptions

Enables users to:

  • View — View existing exceptions.
  • Edit — Create new exceptions or modify or delete existing ones.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Shrinkage Profiles

Enables users to:

  • View — View shrinkage profiles.
  • Edit — Edit or delete existing shrinkage profiles.
  • Upload — Upload new shrinkage profiles.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit Upload

Agent

     
Supervisor      
Manager      

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