Security Profile WFM Tab: Workforce 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 the Workforce module.

For more information, see Security Profiles Overview.

Skill Levels

Enables users to:

  • View — See the Workforce Skill Levels menu option and view skill levels.
  • Edit — Create new and modify and delete existing skill levels.

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Skill Groups

Enables users to:

  • View — See the Workforce Skill Groups menu option and view skill groups.
  • Edit — Create new and modify and delete existing skill groups.

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Team Leads

Enables users to:

  • View — See the Workforce Team Leads menu option and view team leads.
  • Edit — Create new and modify and delete existing team leads.

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Agents

Enables users to:

  • View — See the Workforce Agents menu option and view agents.
  • Edit — Create new and modify and delete existing agents.

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Multiple Agents

Enables users to:

  • View — See the Workforce Multiple Agents menu option and view multiple agents.
  • Edit — Create new and modify and delete existing multiple agents.

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Agent Attributes

Enables users to:

  • View — See the Workforce Agent Attributes menu option and view agent attributes.
  • Edit — Edit, upload, and download agent attributes.

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Agent Exceptions

Enables users to:

  • View — See the Workforce Agent Exceptions menu option and view scheduled exceptions on the Agent Status Query page.
  • Edit — Edit agent exceptions.

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Agent Query

Enables users to:

  • View — See the Workforce Agent Query menu option and search for agents on the Agent Query page.
  • Edit —

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Agent Daily Availabilities

Enables users to:

  • View — Run and filter the agent daily availabilities table and to see the Workforce Agent Daily Activities link in the WFMv2 Portal menu.
  • Edit —

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Agent Skills

Enables users to:

  • View — Run and filter the agent skills table and to see the Workforce Agent Skills link in the WFMv2 Portal menu.
  • Edit —

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Import Agents

Enables users to:

  • View —
  • Edit —

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

Import Agent Skills

Enables users to:

  • View — View agent skills and to see the Workforce Import Agent Skills link in the WFMv2 Portal menu.
  • Edit — Upload new agent skills.

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

Security Profile View Edit

Agent

   
Supervisor    
Manager    

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