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Page Details: Security Profile Workforce WFM Permissions

Required security profile permissions: Security Profile Edit.

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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