Workforce Management > inContact WFM v1 Configuration > Permissions and Roles > Role Configuration Examples

Role Configuration Examples

OverviewClosed

Permissions in inContact Workforce Management v1 are best understood in the context of the tasks to which they relate. Very few inContact WFM v1 tasks require only a single permission.

This topic provides examples of typical roles within a contact center. Each example includes:

  • Tasks commonly associated with a role and the inContact WFM v1 permission(s) required to complete each of those tasks.
  • A reference summary of the permissions for each role.
  • Additional tasks that some organizations assign to users with the sample role, and the permissions associated with those tasks.

For more information, see Permissions and Roles Overview.

Agent/Employee Role

Common Tasks

Task Permission(s)
Log in to the inContact WFM v1 Web Portal Requires an inContact Workforce Management v1 user account, but no specific permissions
Change password or use "forgot password" link Allow Change Password (or Allow Password Change in the inContact WFO Web Portal)
View (but not change) their schedule Employee Schedule Self View
Request leaves and schedule swaps from their own schedule Employee Schedule Self View
View their pending requests and leave history, as well as make and cancel leave requests, from their own PTO tab

Employee Schedule Self View and

PTO Page Self Edit

View (but not change) their own profile information—name, labor units, teams, skill sets, and so forth, but not roles or schedule types Requires an inContact Workforce Management v1 user account, but no specific permissions
Customize their inContact WFM v1 Web Portal dashboard by adding, viewing or deleting inContact Workforce Management v1 widgets Home Page Widgets

Permissions Summary

To meet this need, create a role with these permissions and assign it to agents:

  • Allow Change Password (or Allow Password Changes in the inContact WFO Web Portal)
  • Employee Schedule Self View
  • PTO Page Self Edit
  • Home Page Widgets

Additional Tasks

The following tasks may or may not be performed at the agent level in your organization. Permissions required for these tasks may already be contained in the role's basic permission set.

Task Permission(s)
Bid for schedules in organizations using Schedule Bidding Employee Self Edit (additional conditions also apply; see the "Bidding for Schedules" section of the inContact Workforce Management v1 User Manual for more information)
Edit their own profiles Allow User Admin (or Allow User Administration in the inContact WFO Web Portal) and

Employee Section and

Employee Self Edit

If agents have permission to edit their own profiles, they can also edit their own password even if they do not have the Allow Change Password permission.
Edit their own schedules Employee Schedule Self Edit and

Employee Section

Supervisor/Team Lead Role

Common Tasks

To perform tasks in relation to a team, the user must be configured as a supervisor of the team in addition to having applicable permissions. For more information, see the "Managing Employees Overview" section in the inContact Workforce Management v1 User Manual.

Task Permission(s)
View schedules for team members

Employee Section and

Employee Search and

Employee Profile Team View and

Employee Schedule Team View

Edit schedules for team members on the team member's Schedule tab or on the Overview page Employee Section and

Employee Search and

Employee Profile Team View and

Employee Schedule Team Edit
View pending requests and leave history for team members Employee Section and

Employee Search and

Employee Profile Team View (or Edit) and

PTO Page Team View
Request leaves and schedule swaps from their own schedule Employee Schedule Self View
View profile information for team members

Employee Section and

Employee Search and

Employee Profile Team View

Edit profile information for team members

Employee Section and

Employee Search and

Employee Profile Team View and

Allow User Administration

Approve leave requests for members of their team(s) from the team member's Schedule tab, their PTO tab, or the Overview page.

Leave Request Approval Team and

Permissions to view and edit the Schedule tab, PTO tab, or Overview page as described earlier
Approve leave requests for members of their team(s) from the Processes page

Reports Section and

Reports Processes and

Leave Request Approval Team

Approve schedule swap requests for members of their teams

Reports Section and

Reports Processes and

Swap Request Approval Team

View the Real Time Roster for their teams

Reports Section and

Reports Real Time and

Roster Team

View the Overview page, the Adherence page, or both, for their team(s)

Reports Section and

Employee Section and

Employee Search and

Employee Schedule Team View

Permissions Summary

In most organizations, supervisors and team leads must be able to do everything an agent can do as well as perform the tasks outlined in this section. To meet this need, create a role with these permissions and assign it to supervisors and team leads:

  • Allow Change Password (or Allow Password Changes in the inContact WFO Web Portal)
  • Allow User Admin (or Allow User Administration in the inContact WFO Web Portal)
  • Employee Section
  • Employee Search
  • Employee Schedule Self View
  • PTO Page Self Edit
  • PTO Page Team View
  • Employee Profile Team View
  • Employee Schedule Team Edit
  • Leave Request Approval Team
  • Swap Request Approval Team
  • Reports Processes
  • Reports Section
  • Reports Real Time
  • Roster Team
  • Home Page Widgets

Additional Tasks

The following tasks may or may not be performed at the supervisor or team lead level in your organization. Permissions required for these tasks may already be contained in the role's basic permission set.

Task Permission(s)
Enter leave requests, record call offs, or both, for their team members from the team member's Schedule tab, PTO tab, or the Overview page Add Leave Request Team and

Permissions to view and edit the Schedule tab, PTO tab, or Overview page as described earlier
Use historical widgets

Reports Section and

Reports Historical and

Historical Widgets

Use real-time widgets

Reports Section and

Reports Real Time and

Real Time Widgets

Use ad hoc reports

Reports Section and

Allow Clarity Ad Hoc Reporting

Create report subscriptions for ad hoc reports

Reports Section and

Allow Clarity Ad Hoc Reporting and

Allow Report Subscriptions

Create shared schedules for use with report subscriptions

Reports Section and

Allow Report Subscriptions

Add items to the News widget

Home Page Widgets and

Edit News Widget

Scheduler Role

Common Tasks

Task Permission(s)
Create, analyze, and manage forecast data sets

Forecast Section and

Forecast Acquire and

Forecast Predict

Create and publish schedules Schedule Section and

Schedule Load and

Schedule Create and

Schedule Publish
Create and publish bidding schedules Schedule Section and

Schedule Bidding and

Schedule Load and

Schedule Create and

Schedule Publish
Add, view, or delete the Scheduler widget on their Home tab Home Page Widgets and

Schedule Create

Permissions Summary

In most organizations, schedulers must be able to do everything an agent can do as well as perform the tasks outlined in this section. To meet this need, create a role with these permissions and assign it to schedulers:

  • Allow Change Password (or Allow Password Changes in the inContact WFO Web Portal)
  • Employee Schedule Self View
  • PTO Page Self Edit
  • Forecast Section
  • Forecast Acquire
  • Forecast Predict
  • Home Page Widgets
  • Schedule Section
  • Schedule Bidding
  • Schedule Load
  • Schedule Create
  • Schedule Publish

Administrator/Manager Role

This role is designed for users who manage all inContact Workforce Management v1 users and the inContact WFM v1 application itself.

Common Tasks

Task Permission(s)
View profile information for all employees

Employee Section and

Employee Search and

Employee Profile All View

Edit profile information for all employees

Employee Section and

Employee Search and

Employee Profile All View and

Allow User Administration

View pending requests and leave history for all employees

Employee Section and

Employee Search and

Employee Profile All View (or All Edit) and

PTO Page All View

Approve leave requests for all employees from the employee's Schedule, their PTO tab, or the Overview page. Leave Request Approval All and

Permissions to view and edit the Schedule tab, PTO tab, or Overview page as described earlier
Approve leave requests for all employees from the Processes page Reports Section and

Reports Processes and

Leave Request Approval All
Approve schedule swap requests for all employees Reports Section and

Reports Processes and

Swap Request Approval All
View schedules for all employees Employee Section and

Employee Search and

Employee Profile All View and

Employee Schedule All View
Edit schedules for all employees on the employee's Schedule tab or on the Overview page

Employee Section and

Employee Search and

Employee Profile All View and

Employee Schedule All Edit

Add users to inContact Workforce Management v1

Employee Section and

Employee Create

Configure inContact WFM v1 settings (such as add supervisors to teams, add new skills, and so forth)

Configuration Section

View the Real Time Roster for all employees

Reports Section and

Reports Real Time and

Roster All

View the Overview page, the Adherence page, or both, for all employees

Reports Section and

Employee Section and

Employee Search and

Employee Schedule All View

Permissions Summary

In most organizations, administrators and managers must be able to do everything an agent can do as well as perform the tasks outlined in this section. To meet this need, create a role with these permissions and assign it to managers and administrators:

  • Allow Change Password (or Allow Password Changes in the inContact WFO Web Portal)
  • Allow User Admin (or Allow User Administration in the inContact WFO Web Portal)
  • Configuration Section
  • Employee Create
  • Employee Section
  • Employee Search
  • PTO Page Self Edit
  • PTO Page All View
  • Employee Profile All View
  • Employee Schedule Self Edit
  • Employee Schedule All Edit
  • Leave Request Approval All
  • Swap Request Approval All
  • Reports Processes
  • Reports Section
  • Reports Real Time
  • Roster All
  • Home Page Widgets

Additional Tasks

The following tasks are performed by administrators or managers in some organizations. Permissions required for these tasks may already be contained in the role's basic permission set.

Task Permission(s)
Enter leave requests, record call offs, or both, for all employees from the employee's Schedule tab, PTO tab, or the Overview page Add Leave Request All and

Permissions to view and edit the Schedule tab, PTO tab, or Overview page as described earlier
Use historical widgets

Reports Section and

Reports Historical and

Historical Widgets

Use real-time widgets

Reports Section and

Reports Real Time and

Real Time Widgets

Use ad hoc reports

Reports Section and

Allow Clarity Ad Hoc Reporting

Create report subscriptions for ad hoc reports

Reports Section and

Allow Clarity Ad Hoc Reporting and

Allow Report Subscriptions

Create shared schedules for use with report subscriptions

Reports Section and

Allow Report Subscriptions

Add items to the News widget

Home Page Widgets and

Edit News Widget

See Also