Avaya WFM Roles and Privileges

Avaya Aura ® Workforce OptimizationWorkforce Management Roles and Privileges GuideRelease 12.0

May 2013

© 2002 - 2013 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF VERINT SYSTEMS INC. OR ITS SUBSIDIARIES. USE OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http://support.avaya.com/LicenseInfo/ , including the following AVAYA GLOBAL SOFTWARE LICENSE TERMS (or "Software License Terms"):AVAYA GLOBAL SOFTWARE LICENSE TERMS AVAYA RESERVES THE RIGHT TO MODIFY, SUPPLEMENT OR REPLACE ITS AVAYA GLOBAL SOFTWARE LICENSE TERMS, EFFECTIVE UPON POSTING AT http://support.avaya.com/LicenseInfo/ OR NOTIFYING YOU OTHERWISE. YOU ACKNOWLEDGE AND AGREE THAT IT IS YOUR OBLIGATION TO REGULARLY VISIT THE AFOREMENTIONED WEBSITE AND TO CHECK FOR ANY UPDATED INCLUDING CHANGES TO THE TERMS HEREIN AND/OR AVAILABLE ON THE ABOVE REFERENCE WEBSITE, INCLUDING UPDATED CHANGES TO THE AVAYA GLOBAL SOFTWARE LICENSE TERMS .IN THE EVENT OF ANY CONFLICT OR INCONSISTENCY BETWEEN THE TERMS SET FORTH HEREIN AND ANY WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULA, THE TERMS OF SUCH EITHER WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULA SHALL GOVERN. IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. 'Software' means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. 'Hardware' means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.License Type(s):"Channel" means a physical connection between or logical address associated with a recording device and an audio source."Enterprise" means a license to use, without limitation on the number of copies or users applicable to that End User, that Software within that End User's technical environment in conjunction with other Software licensed."Seat" means the number of uniquely identified work-stations (i) on which the Software is licensed to be installed, (ii) from or to which the Software will send or receive data, or (iii) about which the Software generates data. Any one or more of the foregoing, in the aggregate, applicable to a work-station shall qualify that work-station as a licensed Seat. Seat licenses are not concurrent, except that licenses relating to a work-station may be transferred to another work-station so long as such transfer is on a permanent basis."Server" means a license to install the Software on a single central computer server. "Site" means a license to use the Software at a physical End User location, without limitation on the number of copies or users applicable to that physical End User location.Copyright:Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.Third-party Components: This computer program is protected by U.S. and international copyright laws, patent laws, and other intellectual property laws and treaties. Unauthorized use, duplication, publication and distribution of all or any portion of this computer program are expressly prohibited and will be prosecuted to the maximum extent provided by law. Your rights in this computer program are limited to the license rights granted under the license agreement executed by you in hardcopy form (or if none, by acceptance of the clickwrap terms included with this computer program). If needed, please contact your vendor for an additional copy of those terms. All other rights, title and interest are expressly restricted and retained by Verint Systems, Inc. and its licensors. Certain open source applications ("Open Source") may be included with this computer program. For specific ownership information and license rights relating to those open source applications, please see the "Free and Open Source Licensing Information" guide ("Guide") provided with your computer program, or contact your vendor for a copy of that Guide. A license in each Open Source software application is provided to you in accordance with the specific license terms specified in the Guide. EXCEPT WITH REGARD TO ANY WARRANTIES OR OTHER RIGHTS AND OBLIGATIONS EXPRESSLY PROVIDED DIRECTLY TO YOU FROM VERINT, ALL OPEN SOURCE SOFTWARE IS PROVIDED "AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OWNERS OF THE OPEN SOURCE SOFTWARE OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THE OPEN SOURCE SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.Certain other software programs or portions thereof included in the Product may contain software distributed under third party agreements ('Third Party Components'), which may contain terms that expand or limit rights to use certain portions of the Product ('Third Party Terms'). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya's web site at: http://support.avaya.com/ThirdPartyLicense/. In addition, this product may contain the ReportNet application from Cognos Corporation. If so, you are granted a limited for use:

(i) by an unlimited number of "Anonymous Users" to set personal preferences, view, run, schedule and output reports, subscribe to scheduled reports, create and manage personal folders, and personalize standard reports, and (ii) by one "Named User" (unless otherwise specified on this Order) to, in addition to the rights of an Anonymous User, use the Query Studio module.Avaya fraud intervention: If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: [email protected] Trademarks:Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and/or other countries. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009.All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. or the property of their respective owners. Patents:The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,724,887; USPN 6,751,297; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,078; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 7,216,162; USPN 7,219,138; USPN 7,254,546; USPN 7,281,173; USPN 7,284,049; USPN 7,325,190; USPN 7,376,735; USPN 7,424,715; USPN 7,424,718; USPN 7,466,816; USPN 7,478,051; USPN 7,558,322; USPN 7,570,755; USPN 7,574,000; USPN 7,587,041; USPN 7,613,290; USPN 7,633,930; USPN 7,634,422; USPN 7,650,293; USPN 7,660,307; USPN 7,660,406; USPN 7,660,407; USPN 7,672,746; USPN 7,680,264; USPN 7,701,972; USPN 7,734,783; USPN 7,752,043; USPN 7,752,508; USPN 7,769,176; USPN 7,774,854; USPN 7,787,974; USPN 7,788,286; USPN 7,792,278; USPN 7,792,671; USPN 7,801,055; USPN 7,817,795; USPN 7,822,018; USPN 7,826,608; USPN 7,836,171; USPN 7,848,524; USPN 7,853,006; USPN 7,852,994; USPN 7,853,800; USPN 7,853,753; USPN 7,864,946; USPN 7,873,156; USPN 7,881,216; USPN 7,881,471; USPN 7,882,212; USPN 7,882,217; USPN 7,885,813; USPN D606,983; USPN RE40,634; USPN RE41,534; USPN RE41,608; AU 2003214926; CA 2,474,735; CA 2,563,960; CA 2,564,127; CA 2,564,760; CA 2,567,232; CA 2,623,178; CA 2,627,060; CA 2,627,064; CA 2,628,553; EP 1096382; EP 1248449; EP 1284077; DE 1284077; FR 1284077; DE 833489; FR 833489; GB 833,489; GB 2374249; IE 84821; IE 85519; IL 13532400; NZ 534642; ZL 200520118289.3; ZL 200520118288.9; ZL 200520118287.4; and other provisional rights from one or more of the following Published U.S. Patent Applications: US 10/061,491; US 10/467,899; US 10/525,260; US 10/633,357; US 11/166,630; US 11/345,587; US 11/359,195; US 11/359,319; US 11/359,356; US 11/359,357; US 11/359,358; US 11/359,532; US 11/361,208; US 11/388,944; US 11/394,408; US 11/394,410; US 11/394,794; US 11/395,759; US 11/396,062; US 11/428,239; US 11/475,683; US 11/477,124; US 11/478,714; US 11/479,056; US 11/479,267; US 11/479,506; US 11/479,899; US 11/509,549; US 11/509,550; US 11/528,267; US 11/529,132; US 11/529,946; US 11/529,947; US 11/540,107; US 11/540,171; US 11/540,185; US 11/540,281; US 11/540,320; US 11/540,739; US 11/540,785; US 11/540,900; US 11/540,902; US 11/540,904; US 11/541,313; US 11/565,946; US 11/567,808; US 11/567,852; US 11/583,381; US 11/608,340; US 11/608,350; US 11/608,358; US 11/608,438; US 11/608,440; US 11/608,894; US 11/616,490; US 11/621,134; US 11/676,818; US 11/691,530; US 11/692,983; US 11/693,828; US 11/693,899; US 11/693,923; US 11/693,933; US 11/712,933; US 11/723,010; US 11/742,733; US 11/752,458; US 11/771,499; US 11/776,659; US 11/824,980; US 11/831,250; US 11/831,257; US 11/831,260; US 11/831,634; US 11/844,759; US 11/872,575; US 11/924,201; US 11/937,553; US 11/959,650; US 11/968,428; US 12/014,155; US 12/015,375; US 12/015,621; US 12/053,788; US 12/055,102; US 12/057,442; US 12/057,476; US 12/107,976; US 12/118,781; US 12/118,789; US 12/118,792; US 12/164,480; US 12/245,781; US 12/326,205; US 12/351,370; US 12/416,906; US 12/464,694; US 12/466,673; US 12/483,075; US 12/497,793; US 12/497,799; US 12/504,492; US 12/539,640; US 12/608,474; US 12/612,487; US 12/628,089; US 12/630,030; US 12/684,027; US 12/686,213; US 12/708,558; US 12/725,127; US 12/753,137; US 12/762,402; US 12/768,194; US 12/792,796; US 12/840,227; US 12/840,233; US 12/852,144; US 12/879,868; US 12/887,059; US 12/887,089; US 12/888,445; US 12/888,448; US 12/891,620; US 12/915,868; US 12/915,941; US 12/916,006; US 12/940,508; US 12/942,111; US 12/964,891; US 13/005,996; US 13/008,283; US 13/011,870; US 13/011,871; US 13/016,998; and other U.S. and International Patents and Patents Pending.VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.BY CLICKING "ACCEPT" OR "I ACCEPT" OR "AGREE" OR "I AGREE" OR "YES" OR BY USING THE PRODUCT YOU HEREBY ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTOOD THE TERMS AND CONDITIONS OF THIS AGREEMENT AND THAT YOU HEREBY AGREE TO BE BOUND BY ALL OF ITS PROVISIONS. BY CLICKING OR "ACCEPT" OR "I ACCEPT" OR "AGREE" OR "I AGREE" OR "YES" BY USING THE PRODUCT, YOU ALSO CONSENT TO USE ELECTRONIC SIGNATURES AND ACKNOWLEDGE YOUR CLICK OF "ACCEPT" OR "I ACCEPT" OR "AGREE" OR "I AGREE" OR "YES" BUTTON AS ONE

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1 Workforce Management Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2 Workforce Management Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Adherence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Authorize Adherence Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Load and Playback Agent Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . 16View Quick View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16View Time Records (Day Details). . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Who is in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17View Who is in Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Basic Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Adherence Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

View Adherence Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17View Time Collections Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Basic Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18View Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Coaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Coaching Admin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

View Coaching Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19View Coaching Session Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Manage Coaching Sessions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20View Contact Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Add /Delete Contact Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20View Evaluation Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Add /Delete Evaluation Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . 20View Manage Coaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Configure Coaching Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21My Coaching Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

View Contact Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22View Evaluation Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22View My Coaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

C o n t e n t s

Contents

Workforce Management Roles and Privileges Guide 4

Confidential and Proprietary Information of Verint Systems Inc.

eLearning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Competencies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

View Competencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23View My Competencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Competency Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24View Competency Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Lessons Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24View Lesson Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Lessons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Add / Remove Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24View Lessons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25View My Lessons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Review Competencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Review Lessons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Forecasting and Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Create Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27View Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27View Campaign Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

IntraDay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Re-Forecast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28View Trends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Allow backdating of VCT event during entry . . . . . . . . . . . . . . . . . . . . . . . 29Hide VCT Arrivals Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Hide VCT Checkin Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Hide VCT Checkout Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Hide VCT Inventory Adjustment Column . . . . . . . . . . . . . . . . . . . . . . . . . 30Hide VCT Inventory Balance Column . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Hide VCT WIP Balance Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30View/Edit My VCT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31View/Edit VCT Queue Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 31View/Edit VCT Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Personal Schedule Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31View Personal Schedule Preferences In Simple Mode . . . . . . . . . . . . . . . . . . . 31

Pulse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32View Pulse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Schedule Publishing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Publish Schedule for Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Publish Schedule for Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Schedule Viewing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Configure Display Of Net Staffing In Graphical Schedules . . . . . . . . . . . . . . . . . 34Configure Timeoff Events Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Configure Unavailability Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Edit Forecasting and Scheduling Calendar . . . . . . . . . . . . . . . . . . . . . . . . 34View Employees Schedule Comments . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Contents



View Employees Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35View Forecasting and Scheduling Calendar . . . . . . . . . . . . . . . . . . . . . . . . 35View Organization Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35View Personal Schedule Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . 35View Personal Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Shift Bidding Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Escalate Denied Shift Bids. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36View Personal Shift Bids. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36View Shift Bids for Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Shift Bidding Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Configure Shift Bidding Auto Processing . . . . . . . . . . . . . . . . . . . . . . . . . 37Configure Shift Bidding Filing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Configure Shift Bidding Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Configure Shift Bidding Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Configure Shift Bidding Validation Rules . . . . . . . . . . . . . . . . . . . . . . . . . 38Purge Shift Bidding Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38View Shift Bidding Auctions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Shift Requests & Changes Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Escalate Denied Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39View Personal Shift Requests & Changes . . . . . . . . . . . . . . . . . . . . . . . . . 39View Shift Requests & Changes for Employee . . . . . . . . . . . . . . . . . . . . . . . 39

Shift Requests & Changes Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Configure Shift Requests & Changes Auto Processing . . . . . . . . . . . . . . . . . . . 40Configure Shift Requests & Changes Filing Rules . . . . . . . . . . . . . . . . . . . . . 40Configure Shift Requests & Changes Policies . . . . . . . . . . . . . . . . . . . . . . . 40Configure Shift Requests & Changes Settings . . . . . . . . . . . . . . . . . . . . . . . 41Configure Shift Requests & Changes Validation Rules . . . . . . . . . . . . . . . . . . . 41Purge Shift Requests & Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Shift Swap Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Escalate Denied Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Read / Write to Swap Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41View Employee Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42View Personal Skills. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42View Personal Swap Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43View Swap Requests for Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Shift Swap Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Configure Shift Swap Auto Processing . . . . . . . . . . . . . . . . . . . . . . . . . . 44Configure Shift Swap Filing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Configure Shift Swap Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Configure Shift Swap Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Configure Shift Swap Validation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . 44Purge Shift Swap Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Time Off Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Add Request to Waitlist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Escalate Denied Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45View Personal Time Off Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45View Personal Time Off Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Contents



View Personal Time Off Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46View Time Off Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46View Time Off Requests for Employee . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Time Off Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Activate Time Off Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Configure Time Off Auto Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Configure Time Off Calendar Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Configure Time Off Filing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Configure Time Off Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Configure Time Off Validation Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Configure Time Off Year for Employees . . . . . . . . . . . . . . . . . . . . . . . . . . 49Purge Time Off Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49View Time Off Pools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Workloads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49View Media Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49View Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Work Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Edit Work Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50View Work Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

My Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Send Popup Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51View Alerts Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51View Campaign Alerts Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52View Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52View Organization Alerts Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53View System Alerts Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Authorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53View Access Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53View User Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54View User Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Dashboards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Edit Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55View Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Data Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55View Data Source Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55View Data Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56View Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Gadgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Edit Gadgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57View Gadgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Group Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57View Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Integration Server Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58View Only Access to Integration Server . . . . . . . . . . . . . . . . . . . . . . . . . 58

Contents



Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59View Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59View Employee Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59View Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59View Job Titles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60View Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60View Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Personal Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62View Personal Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Access Ad Hoc Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Administer Report Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Configure Report Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Deploy Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63View Ad Hoc Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63View Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Configure License. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Configure System Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65View Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65View Caches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65View System Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

User Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Customize Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

What If. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Access to What If Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Synchronize What If Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

My Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67My Time - My Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

View Time Tracking Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67My Time - Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67My Time - Time Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67My Time - View Historical Time Records . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Time Record Export . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Time Record Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Approve Time Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68View Employee Time Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

C h a p t e r 1

Workforce Management Roles

To meet the needs of a broad spectrum of enterprises, the Workforce Management portion of the Workforce Optimization Solution is available in pre-packaged solutions that deliver different levels of functionality. The Operational Series Workforce Management Package is comprised of functionality designed to optimize employee performance, reduce risk, and automate manual processes such as forecasting and scheduling. It includes:

Forecasting and Scheduling—Client software used for daily and weekly forecasting and scheduling.

Web-Enabled Self-Service—A standard, web-based interface module for employees, supervisors, and administrators.

Advanced Adherence—Real-time employee adherence tracking, adherence management capabilities for monitoring adherence to schedule for deferred media, including aux codes and non-phone-based activities, as well as enabling management of adherence exceptions.

Basic Scorecards—Pre-defined role-appropriate scorecards with pre-packaged Workforce Management and Quality Key Performance Indicators (KPIs), which display actual performance information on a daily basis.

Coaching–Allows contact centers to make employee coaching a part of daily operations. It provides out-of-the-box workflow for scheduling, delivering, and tracking employee coaching that is integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).

Our Advanced Series Workforce Management Package builds on the Operational Series’ functionality, and focuses on optimizing enterprise performance by raising first call resolution rates, increasing enterprise revenue generation, and ensuring consistent customer experiences.

Chapter 1 - Workforce Management Roles



In addition to those functions included in the Operational Series, the Advanced Series includes:

Time Off Management (TOM)—A web-based module allowing employees to request and supervisors to manage employees’ time-off and vacation requests.

Advanced Scorecards—A superset of the scorecards found in Basic Scorecards, as well as the ability to display trend information compared to goals.

Strategic Planner—Allows you to plan long term for multi-skilled contact center and enterprise back-office environments, assess the operational and financial benefits and impacts of different scenarios before making decisions, increase forecasting accuracy with sophisticated analysis of historical data, plan your resources to reflect projected customer demand and corporate objectives, develop optimal staffing plans that minimize costs while meeting service goals, and provide executives with the information they need to review and rapidly approve budgets and plans.

Our Strategic Series Workforce Management Package builds on the Advanced Series’ functionality.In addition to those functions included in the Advanced Series, the Strategic Series includes:

Learning Lesson Management—Enables employees and supervisors to access on-demand learning, to enhance their skills, and to increase their productivity and performance.

Content Producer—an application comprised of editing, authoring, and conversion tools to develop interactive clips for internal training and assessment.

Optional functions for the above packages include among other functions:

Multi-Contact—Enables forecasting and scheduling for additional media other than phone, such as chat, e-mail, etc.

Shift Bidding—A web-based module facilitating automated shift bidding.

Multi Week—Enables you to schedule over a multi-week period rather than one week at a time.

Operations—Allows volume control and workload management, particularly with the financial services arena.

Projects—Nominally part of the Multi-Contact functions, this separately licensed feature expands the solution’s functionality to meet the needs of non-customer-facing activities in the financial services and banking arenas.

Queue Hopping—Allows you to schedule employees to work on different queues at different times.

This module is also an option for the Operational Series.

An even deeper level of functionality for Scorecards is provided with KPI Design, which provides users with the ability to define additional data sources types, source measures, KPIs, and to connect custom adapters from these additional data sources.




Our Performance Management Series Workforce Management Package is similar to the Advanced Series Workforce Management Package. It includes:

Strategic Planner

Volume Capture (part of the Operations functions mentioned above)

Pulse

Alerts

Standard reports

Ad-hoc reports

Advanced Adherence

KPI Design (includes all the functionality of Basic Scorecards and Advanced Scorecards)

The Workforce Management Express package is designed specifically for centers with up to 150 seats, it combines many of the workforce management capabilities used by large contact centers into a prepackaged, affordable solution that’s easy to use and fast to deploy.Impact 360 Express Workforce Management can help reduce overstaffing and overtime, provide employees with the schedules they actually prefer, identify time-off opportunities, and reduce shrinkage. What’s more, it can automate routine administrative tasks, freeing your supervisors to coach their staff.With Impact 360 Express Workforce Management, your smaller contact center can simplify and automate the complex task of forecasting and scheduling, enhance employee morale, and increase productivity. It’s a smart solution that can deliver a return on investment quickly.

Forecasting and Scheduling — Impact 360 Express Workforce Management integrates with your ACD and uploads historical data directly from its database. You can use this data to forecast future contact volume and handle times for daily or weekly projections. You also can set up profiles to model contact volume behavior for recurring events and circumstances.

Impact 360 Express Workforce Management helps you produce optimal schedules down to the quarter hour by balancing defined shift rules, work patterns, breaks, off-phone times, targeted service-level goal, and employee skills, proficiencies, and preferences. By better aligning staffing levels with contact volumes, it can help drive down costs.

Planning, Adherence, and Management — Impact 360 Express Workforce Management tracks key operational metrics so you can take corrective action right away. This intra-day functionality provides a real-time, graphical view of forecasted, actual, and predicted contact volume, handle time, service-level statistics, and other critical information. You can configure email alerts to notify users of deviations from plan and adjust your staffing accordingly.

What’s more, Impact 360 Express Workforce Management can provide a complete picture of adherence. You can simultaneously compare your employees’ actual activities against their schedules, review a breakdown of adherence per activity, and manage exceptions, helping minimize shrinkage in your center. Supervisors can receive instant alerts for out-of-adherence states, helping them correct problems right away. An advanced adherence exception management function shows




employee exceptions graphically across the entire day in real time, allowing supervisors to approve or deny them in one-minute increments.Better still, Impact 360 Express Workforce Management can enable you to perform what-if analyses to assess different staffing strategies, such as full time versus part time. This can help you make informed decisions using data that would be very difficult — if not impossible — to evaluate using spreadsheets.

Agent Self-Service — Employees can easily manage and contribute to their own schedules without impacting service levels. They can request preferences for start times (by day), overtime, and days off in the week, and view published schedules using their browser-based interface. They can also post, negotiate, and request full or partial-day shift swaps via an online swap board — which is monitored by an automatic conflict checker and forwarded to managers for quick and easy processing. This can build morale and retention while allowing your managers to focus on coaching.

Reporting — Impact 360 Express Workforce Management includes out-of-the-box reports on center activity, adherence, performance, staffing, time off, and more. It also provides audit trail functionality that shows system administrators the changes made to the system, such as modifications to schedules, roles, permissions, forecasts, employee attributes, and more.

Multi-Contact—This optional functionality enables forecasting and scheduling for additional media other than phone, such as chat, e-mail, etc.

Shift Bidding — This optional functionality introduces greater fairness in awarding shifts by automatically factoring in seniority, rank, and unique “tie-breaking” bonus points to assign shifts. Supervisors can allocate bonus points to staff to recognize extra effort, and employees can choose to use them to elevate their position in the bid. The system also immediately informs employees of the chances of getting their shifts, setting expectations ahead of time.

Time-off Manager — Using this optional functionality, you can streamline routine tasks associated with time-off requests. Employees can request, be wait-listed, withdraw, and view the status of their time-off requests. Requests can be routed for approval by managers or automatically processed based on rules you define.

This guide assumes at a minimum that you have the Operational Series. Modules and functions that are either optionally available or are only available in the Advanced Series or Strategic Series are appropriately identified in the text.

Access to all functions in the Workforce Optimization Solution is controlled through the use of roles. A role defines the privileges a user can have; each user must be assigned a role in order to log into the Workforce Optimization Solution and the Workforce Optimization Solution will display or enable only those functions a user’s role provides access to. In Scorecards, your participation in KPIs is based on roles. In one sense, roles are basically used to group privileges to facilitate assigning privileges to users.The Workforce Optimization Solution comes with a number of predefined roles. These roles are discussed in a separate guide, the Enterprise Suite User Management Guide.

Verint Systems’ Workforce Optimization Solution includes the functions described in this Workforce Management guide. For that reason, you will at times see the product referred to as the Workforce Optimization Solution and at other times as Workforce Management.




Each user’s role is also assigned a scope. There are a number of scopes within Workforce Management, the most common being:

Generic

Organization

Campaign

Report

Organization and campaign scope are used to control access to organization- and campaign-related information. For example, a manager may have access to the records of people in his own organization but not those in other organizations, or a scheduler can have rights to schedule Campaign A, but not Campaign B. Roles limited to generic (non-organizational and non-campaign) functions do not have scopes.The association of role to scope assignment to a user defines that user's access rights.

C h a p t e r 2

Workforce Management Privileges

This chapter’s organization reflects the way that privileges are displayed on the Roles Setup page. It comprises the following top-level areas:

Adherence, page 15

Basic Adherence, page 17

Coaching, page 18

eLearning, page 23

Forecasting and Scheduling, page 27

Framework, page 51

My Time, page 67

Adherence

Adherence

Authorize Adherence Exceptions

The role can authorize adherence exceptions using the Adherence tab of the Adherence section of the Tracking module.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Branch Administrator, Branch Manager, Manager, Scheduler, Supervisor

Chapter 2 - Workforce Management Privileges Adherence



Scope: Organization

Load and Playback Agent Interactions

The role can use the Load Interactions and Playback buttons on the Adherence tab of the Adherence section of the Tracking module to load and then play back an agent’s interactions.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Manager, SupervisorScope: Organization

View Quick View

The role can access the Quick View tab of the Adherence section of the Tracking module to view a summary of the current adherence status for the selected employees.License Category: Advanced Adherence, ACD MonitoringEnabled by default for: Branch Administrator, Branch Manager, Manager, Scheduler, SupervisorScope: Organization

View Time Records (Day Details)

The role can access the Day Details tab of the Adherence section of the Tracking module to view the time records for individuals or groups of individuals for the selected date.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Branch Administrator, Branch Manager, Manager, SupervisorScope: Organization

Edit Time Records (Day Details)

The role can access the Day Details tab of the Adherence section of the Tracking module to add, edit, delete, or approve individual time records, end a shift, or approve the entire day.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Branch Administrator, Branch Manager, Manager, SupervisorScope: Organization

Chapter 2 - Workforce Management Privileges Basic Adherence



Who is in

View Who is in Status

The role can, via a preference setting, choose to to display a column to the left of employee names in the employee lists, such as that on the Quick View tab of the Adherence section of the Tracking module or the employee lists seen in the User Management module. The column displays an icon for each employee; colored icons indicate that the employee is logged in, while grayed icons indicate that the employee is not.License Category: Advanced AdherenceEnabled by default for: Manager, SupervisorScope: Generic

Basic Adherence

Adherence Configuration

View Adherence Mapping

The role can view the Adherence Mapping for each organization's activities using the Adherence Mapping tab of the Activities section of the Organization Management module. Adherence mapping allows alternate activities to be selected that are considered in adherence when an employee is scheduled for a particular activity. For example, if an activity called Email is mapped to the scheduled activity Answercalls, employees are considered in adherence if they are performing either activity.The page displays the adhering actual activities mapped to the scheduled activities. Scheduled activities are activities that can be used in shifts, shift events, calendar events, unavailabilities, or time off.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch Administrator, SchedulerScope: Organization

Configure Adherence Mapping

The role can view and edit the Adherence Mapping for each organization's activities using the Adherence Mapping tab of the Activities section of the Organization Management module. Adherence mapping allows alternate activities to be selected that are considered in adherence when an employee is scheduled for a particular activity. For example, if an activity called Email is mapped to the scheduled activity Answercalls, employees are considered in adherence if they are performing either activity.

Chapter 2 - Workforce Management Privileges Coaching



The page displays the adhering actual activities mapped to the scheduled activities. Scheduled activities are activities that can be used in shifts, shift events, calendar events, unavailabilities, or time off.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch Administrator, SchedulerScope: Organization

View Time Collections Mapping

The role can view Time Collector Mappings for each organization's activities, using the Time Collector tab of the Activities section of the Organization Management module. Time Collector Mappings allow the reason code of a data source to be mapped to an organization's activities. For example, a reason code Idle+2 (3, 2) could be mapped to activity Lunch.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch AdministratorScope: Organization

Configure Time Collections Mapping

The role can view, add, remove, and edit Time Collector Mappings for each organization's activities, using the Time Collector tab of the Activities section of the Organization Management module. Time Collector Mappings allow the reason code of a data source to be mapped to an organization's activities.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch AdministratorScope: Organization

Basic Adherence

View Adherence

The role can view employee adherence using the Adherence tab of the Adherence section of the Tracking module.License Category: Basic Adherence, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SupervisorScope: Organization

CoachingThese privileges are only visible if you are licensed for the optional Coaching feature.




Coaching Admin

View Coaching Results

The role can view coaching results in the Coaching Results tab of the Organization Management module’s Coaching section.License Category: CoachingEnabled by default for: Administrator, Branch Administrator, Branch Manager, ManagerScope: Organization

Configure Coaching Results

The role can create, edit, delete, activate, and deactivate coaching results in the Coaching Results tab of the Organization Management module’s Coaching section.License Category: CoachingEnabled by default for: Administrator, Branch Administrator, Branch Manager, ManagerScope: Organization

View Coaching Session Types

The role can view coaching session types in the Coaching Session Types tab of the Organization Management module’s Coaching section.License Category: CoachingEnabled by default for: Administrator, Branch Administrator, Branch Manager, ManagerScope: Organization

Configure Coaching Session Types

The role can create, edit, delete, activate, and deactivate coaching session types in the Coaching Session Types tab of the Organization Management module’s Coaching section.License Category: CoachingEnabled by default for: Administrator, Branch Administrator, Branch Manager, ManagerScope: Organization




Manage Coaching Sessions

View Contact AttachmentsThe role can view contact attachments in the Coaching module’s Manage Coaching section.License Category: Quality MonitoringEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SupervisorScope: Generic

Add /Delete Contact Attachments

The role can add or delete contact attachments in the Coaching module’s Manage Coaching section.License Category: Quality MonitoringEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SupervisorScope: Generic

View Evaluation AttachmentsThe role can view evaluation attachments in the Coaching module’s Manage Coaching section.License Category: Quality MonitoringEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SupervisorScope: Generic

Add /Delete Evaluation Attachments

The role can add or delete evaluation attachments in the Coaching module’s Manage Coaching section.License Category: Quality MonitoringEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SupervisorScope: Generic




View Manage CoachingThe role can view the Coaching module’s Manage Coaching section.License Category: CoachingEnabled by default for: Administrator, Branch Administrator, Branch Manager, ManagerScope: Generic

Configure Coaching Sessions

The role can create and edit coaching sessions in the Coaching module’s Manage Coaching section.License Category: CoachingEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SupervisorScope: Generic

Configure Specific Date/Time Schedule

The role can set a coaching session on a specific date and time on the Forecasting and Scheduling schedule (bypassing the scheduler).License Category: CoachingEnabled by default for: Administrator, Branch Administrator, SupervisorScope: Generic

Delete Coached Sessions

The role can delete coaching sessions in the Coaching module’s Manage Coaching section.License Category: CoachingEnabled by default for: Administrator, Branch AdministratorScope: Generic

Enable All Coaching Session Statuses

The role can enable coaching sessions in the Coaching module’s Manage Coaching section.

License Category: CoachingEnabled by default for: Administrator, Branch AdministratorScope: Generic

Only users having this privilege enabled are able to set back the status of a session, with one exception: A coach can set status back from Await Coach Follow-Up to Await Trainee Feedback.




Review Coaching Sessions

The role can review coaching sessions in the Coaching module’s Manage Coaching section.License Category: CoachingEnabled by default for: Administrator, Branch AdministratorScope: Generic

My Coaching Sessions

View Contact Attachments

The role can view contact attachments in the My Coaching section.License Category: Quality MonitoringEnabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch Administrator, Branch Employee, Branch Manager, Manager, Scheduler, SupervisorScope: Generic

View Evaluation Attachments

The role can view evaluation attachments in the My Coaching section.License Category: Quality MonitoringEnabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch Administrator, Branch Employee, Branch Manager, Manager, Scheduler, SupervisorScope: Generic

View My Coaching

The role can view evaluation attachments in the My Coaching section.License Category: CoachingEnabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch Administrator, Branch Employee, Branch Manager, Manager, Scheduler, SupervisorScope: Generic

Chapter 2 - Workforce Management Privileges eLearning



eLearningThis set of privileges are only visible if you are licensed for the optional eLearning features.

Competencies

View Competencies

This role can set competencies for students and map them to lessons, forms, and/or KPIs using either the Settings or Mappings tab of the Competencies section of the Learning module.License Category: eLearning CompetenciesEnabled by default for: Administrator, ManagerScope: Organization

Create / Edit / Delete Competencies

This role can edit and delete competencies for students and map them to lessons, forms, and/or KPIs using the Settings tab of the Competencies section of the eLearning module.License Category: eLearning CompetenciesEnabled by default for: AdministratorScope: Organization

View My Competencies

A user with this privilege can view the user’s competency rankings using Competencies View tab of the My Learning section of the My Home module.License Category: eLearning CompetenciesEnabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch Administrator, Branch Employee, Manager, Branch Manager, Scheduler, SupervisorScope: Generic




Competency Assignments

View Competency Assignments

This role can assign competencies for students using the Competency Requirements section of the Learning module.License Category: eLearning CompetenciesEnabled by default for: Administrator, ManagerScope: Organization

Create / Edit / Delete Competency Assignments

This role can create or edit competencies for students using the Competency Requirements section of the Learning module.License Category: eLearning CompetenciesEnabled by default for: Administrator, ManagerScope: Organization

Lessons Assignments

View Lesson Assignment

This role can create lesson assignments for students using the various tabs of the Lesson Assignments section of the Learning module.License Category: Competency-based LearningEnabled by default for: Administrator, ManagerScope: Organization

Create / Edit / Delete Lesson Assignment

This role can edit lesson assignments for students using the various tabs of the Lesson Assignments section of the Learning module.License Category: Competency-based LearningEnabled by default for: Administrator, ManagerScope: Organization

Lessons

Add / Remove Availability

This role can add and remove lesson availability for students using the various tabs of the Lessons section of the Learning module.




License Category: Competency-based LearningEnabled by default for: Administrator, ManagerScope: Generic

View Lessons

This role can create lesson topics, upload content, create lesson blocks and lesson availability for students using the various tabs of the Lessons section of the Learning module.License Category: Competency-based LearningEnabled by default for: Administrator, ManagerScope: Generic

Create / Edit / Delete Lessons

This role can edit lesson topics, lesson blocks, and lesson availability for students using the various tabs of the Lessons section of the Learning module.License Category: Competency-based LearningEnabled by default for: AdministratorScope: Generic

View My Lessons

This role can view and access lesson assignments using the Current Assignments or Learning History tabs of the My Learning section of the My Home module.License Category: Competency-based LearningEnabled by default for: AdHocQueryAnalyst, Administrator, Agent, Manager, Scheduler, SupervisorScope: Generic




Review

Review Competencies

This role can review student competency rankings after clicking Learning > Review > CompetenciesLicense Category: eLearning CompetenciesEnabled by default for: Administrator, Manager, SupervisorScope: Organization

Review Lessons

This role can review lesson results for students in groups, organizations, or as individuals, using the Lesson History or People History tabs of the Review section of the Learning module.License Category: Competency-based LearningEnabled by default for: Administrator, Manager, SupervisorScope: Organization

Adjust Lessons

This role can adjust lesson scores achieved by students using the Lesson History or People History tabs of the Review section of the Learning module.License Category: Competency-based LearningEnabled by default for: Administrator, Manager, SupervisorScope: Organization

Chapter 2 - Workforce Management Privileges Forecasting and Scheduling



Forecasting and Scheduling

Campaign

Create Campaign

The role can create campaigns in Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: Manager, SchedulerScope: Generic

View Campaign

The role can view campaign weeks in Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Campaign

Configure Campaign

The role can modify campaign weeks in Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, SchedulerScope: Campaign

Delete Campaign

The role can delete campaign weeks in Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: Manager, SchedulerScope: Generic

View Forecasting

The role can view forecasts.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, SchedulerScope: Generic

Clear Base ForecastThe role can overwrite the current base forecast for a campaign week in Forecasting and Scheduling.




License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, SchedulerScope: Campaign

Create Base ForecastThe role can set the base forecast for a campaign week in Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, SchedulerScope: Campaign

Edit ForecastThe role can modify the forecast for a campaign week in Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, SchedulerScope: Campaign

View Service Goals

The role can view service goals.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, SchedulerScope: Generic

Modify Service GoalsThe role can overwrite the current base forecast for a campaign week in Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, Scheduler

View Campaign Settings

The role can view Campaign/Scheduling period information using the Settings and Queues tabs of the Forecasting and Scheduling module.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Campaign

IntraDay

Re-Forecast

The role can save a future trend combined with a base forecast as a new forecast using the Pulse tab of the Pulse section of the Tracking module.




License Category: IntradayEnabled by default for: SchedulerScope: Campaign

View Trends

The role can enable the display of trends in Pulse views, using the Pulse tab of the Pulse section of the Tracking module, to display deviations from the forecast for certain statistics.License Category: IntradayEnabled by default for: Manager, SchedulerScope: Campaign

Configure Trends

The role can configure the time periods and convergence effect for trends, using the Pulse tab of the Pulse section of the Tracking module.License Category: IntradayEnabled by default for: SchedulerScope: Campaign

Operations

Allow backdating of VCT event during entry

If the site is licensed for Operations, the role can change dates on the History tab of the Volumes section of the Tracking module, to reflect workloads completed in the past.License Category: OperationsEnabled by default for: ManagerScope: Generic

Hide VCT Arrivals Column

If the site is licensed for Operations, the role can hide the specified column of information on the VCT Work page.License Category: OperationsEnabled by default for: NoneScope: Generic




Hide VCT Checkin Column


Hide VCT Checkout Column


Hide VCT Inventory Adjustment Column


Hide VCT Inventory Balance Column


Hide VCT WIP Balance Column





View/Edit My VCT

If the site is licensed for Operations, the role can view the Work and History tabs of the My Volumes section of the My Home module, to track workload of various types as it arrives, is completed, and pending (backlogged) through the day and week, and to view a history of entered and completed work.License Category: OperationsEnabled by default for: AgentScope: Generic

View/Edit VCT Queue Configuration

If the site is licensed for Operations, the role can view and change settings on the Work Queue Configuration and Arrival Patterns tabs of the Work Queues section of the Organization Management module, to define a normal queue as a VCT Queue and link it to an organization, and to view and edit arrival patterns that have been created. (The purpose of the arrival pattern is to be a close representation of the distribution of intraday work to be done.)

License Category: OperationsEnabled by default for: AdministratorScope: Generic

View/Edit VCT Tracking

If the site is licensed for Operations, the role can view the Work and History tabs of the Volumes section of the Tracking module, to track employees’ workload of various types as it arrives, is completed, and pending (backlogged) through the day and week, and to view a history of employees’ entered and completed work.License Category: OperationsEnabled by default for: ManagerScope: Generic

Personal Schedule Preferences

View Personal Schedule Preferences In Simple Mode

The role can view schedule preferences, using the Schedule Preferences tab of the My Profile section of the My Home module.License Category: Forecasting and SchedulingEnabled by default for: Agent, SupervisorScope: Generic




Edit Personal Schedule Preferences In Simple Mode

The role can set and edit schedule preferences, using the Schedule Preferences tab of the My Profile section of the My Home module.License Category: Forecasting and SchedulingEnabled by default for: Agent, SupervisorScope: Generic

View Over Time / Voluntary Time Off Personal Preferences

The role can view schedule preferences for overtime and voluntary time off, using the Over Time and Voluntary Time Off Preference container on the Schedule Preferences tab of the My Profile section of the My Home module.License Category: IntradayEnabled by default for: Agent, SupervisorScope: Generic

Pulse

View Pulse

The role can view call center data throughout the day as well as historical data using the Pulse tab of the Pulse section of the Tracking module.License Category: Forecasting and Scheduling, ACD MonitoringEnabled by default for: Manager, Scheduler, SupervisorScope: Generic

Create Public Views

The role can create Pulse views (a list of statistics to display) using the Create View button on the Pulse tab of the Pulse section of the Tracking module.License Category: Forecasting and Scheduling, ACD MonitoringEnabled by default for: SchedulerScope: Generic

Edit Campaign Queue History

The role can edit the values for specific campaign schedule periods on the History tab of the Pulse section of the Tracking module.License Category: Forecasting and Scheduling, ACD MonitoringEnabled by default for: SchedulerScope: Campaign




View/Edit Pulse Notes

The role can create, edit, and view notes on the Pulse tab of the Pulse section of the Tracking module. These notes can be assigned to queues for a particular date/time range.License Category: Forecasting and Scheduling, ACD MonitoringEnabled by default for: SchedulerScope: Generic

View All Queue History

The role can view the values for all media types on the History tab of the Pulse section of the Tracking module.License Category: Forecasting and Scheduling, ACD MonitoringEnabled by default for: SchedulerScope: Generic

Edit All Queue HistoryThe role can edit the values for all media types on the History tab of the Pulse section of the Tracking module.License Category: Forecasting and Scheduling, ACD MonitoringEnabled by default for: SchedulerScope: Generic

Schedule Publishing

Publish Schedule for Campaign

The role can publish a campaign’s schedule in Campaign mode from Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: SchedulerScope: Campaign

Publish Schedule for Organization

The role can publish an organization’s schedule in Organization mode from Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: Manager, SchedulerScope: Organization




Schedule Viewing

Configure Display Of Net Staffing In Graphical Schedules

The role can toggle the display of Net Staffing in the graphical schedule pages (My Home\My Schedule\Personal, My Home\My Schedule\Graph, Tracking\Roster\Schedules).License Category: Time Management, Shift RequestsEnabled by default for: Agent, Manager, Scheduler, SupervisorScope: Generic

Configure Timeoff Events Display

The role can set a preference whether time off events should be displayed in schedules.License Category: Forecasting and SchedulingEnabled by default for: AdministratorScope: Generic

Configure Unavailability Display

The role can set a preference whether unavailabilities should be displayed in schedules.License Category: Forecasting and SchedulingEnabled by default for: AdministratorScope: Generic

Edit Forecasting and Scheduling Calendar

Description: The role can create and modify schedules in the Forecasting and Scheduling module, Calendar section, Calendar tab.License Category: Forecasting and SchedulingEnabled by default for: Retail Manager, SchedulerScope: Activity

View Employees Schedule Comments

The role can view schedule comments for employees’ schedules. Comments are added in Forecasting and Scheduling when an event is created, and shown on the My Home module’s My Schedule section’s Group tab in Text display mode as to the right of the activity’s time slot. Hovering over the icon display’s the associated comment.License Category: Forecasting and SchedulingEnabled by default for: Agent, Manager, Scheduler, SupervisorScope: Organization




View Employees Schedules

The role can view schedules for employees.License Category: Forecasting and SchedulingEnabled by default for: Branch Administrator, Branch Manager, Manager, SchedulerScope: Organization

View Forecasting and Scheduling Calendar

The role can view the calendar in Forecasting and Scheduling.License Category: Forecasting and SchedulingEnabled by default for: SchedulerScope: Organization

View Organization Schedules

The role can view schedules for organizations using the Group tab of the My Schedule section of the My Home module.License Category: Forecasting and SchedulingEnabled by default for: Agent, Branch Administrator, Branch Employee, Branch Manager, Manager, Scheduler, SupervisorScope: Organization

View Personal Schedule Comments

The role can view schedule comments for their own schedule. Comments are added in Forecasting and Scheduling when an event is created, and shown on the My Home module’s My Schedule section’s Personal tab in Text display mode as to the right of the activity’s time slot. Hovering over the icon display’s the associated comment.License Category: Forecasting and SchedulingEnabled by default for: Agent, SupervisorScope: Generic

View Personal Schedules

The role can view their personal schedule using the Personal tab of the My Schedule section of the My Home module.License Category: Forecasting and SchedulingEnabled by default for: Agent, Branch Administrator, Branch Employee, Branch ManagerScope: Generic




Shift Bidding Processing

Escalate Denied Shift Bids

The role can escalate a denied shift bid for consideration by the manager.License Category: Shift BiddingEnabled by default for: Agent, Manager, SupervisorScope: Generic

View Personal Shift Bids

The role can view their personal shift bids.License Category: Shift BiddingEnabled by default for: Agent, Manager, SupervisorScope: Generic

Edit Personal Shift Bids

The role can edit their personal shift bids.License Category: Shift BiddingEnabled by default for: Agent, SupervisorScope: Generic

View Shift Bids for Employee

The role can view employee shift bids.License Category: Shift BiddingEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Approve / Deny Escalated Shift Bids

The role can approve or deny shift bids that have been escalated for reconsideration.License Category: Shift BiddingEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization




Approve / Deny Pending Shift Bids

The role can approve or deny pending shift bids.License Category: Shift BiddingEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Edit Shift Bids for Employee

The role can edit employee shift bids.License Category: Shift BiddingEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Shift Bidding Setup

Configure Shift Bidding Auto Processing

The role can create and edit auto-processing rules for shift bidding using the Auto Processing tab of the Request Management section of the Organization Management module.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Bidding Filing Rules

The role can create and edit filing rules for shift bidding using the Filing Rules tab of the Request Management section of the Organization Management module.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Bidding Policies

The role can create and edit shift-bidding policies using the Settings tab of the Request Management section of the Organization Management module.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Organization




Configure Shift Bidding Settings

The role can create and edit shift-bidding settings using the Settings tab of the Request Management section of the Organization Management module.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Bidding Validation Rules

The role can activate and deactivate shift-bidding validation rules using the Validation tab of the Request Management section of the Organization Management module.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Purge Shift Bidding Requests

The role can purge employee shift bids using the Purging tab of the Request Management section of the Organization Management module.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Organization

View Shift Bidding Auctions

The role can view existing schedule auctions.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Campaign

Edit Employees in Shift Bidding Auctions

The role can modify the employees in existing schedule auctions using the Employees tab of the Schedule Auctions section of the Request Management module.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Organization




Edit Shift Bidding Auctions

The role can modify the settings of existing schedule auctions using the Settings tab of the Schedule Auctions section of the Request Management module.License Category: Shift BiddingEnabled by default for: Administrator, Manager, SchedulerScope: Campaign

Shift Requests & Changes Processing

Escalate Denied Request

The role can escalate a denied request for consideration by the manager.License Category: Time Off Management, Shift RequestsEnabled by default for: Agent, SupervisorScope: Generic

View Personal Shift Requests & Changes

The role can view their personal requests and changes.License Category: Time Off Management, Shift RequestsEnabled by default for: Agent, SupervisorScope: Generic

Create / Edit / Withdraw Personal Shift Requests & Changes

The role can create, edit, or withdraw their personal shift requests and changes..License Category: Time Off Management, Shift RequestsEnabled by default for: Agent, SupervisorScope: Generic

View Shift Requests & Changes for Employee

The role can view employee shift requests & changes.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Approve / Deny Escalated Shift Requests & Changes

The role can approve or deny shift requests and changes that have been escalated for reconsideration.License Category: Time Off Management, Shift Requests




Enabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Approve / Deny Pending Shift Requests & Changes

The role can approve or deny pending shift requests and changes.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Create / Edit / Withdraw Shift Requests & Changes for Employee

The role can create, edit, or withdraw employee shift requests and changes.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Shift Requests & Changes Setup

Configure Shift Requests & Changes Auto Processing

The role can create and edit auto-processing rules for shift requests and changes using the Auto Processing tab of the Request Management section of the Organization Management module.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Requests & Changes Filing Rules

The role can create and edit filing rules for shift requests and changes using the Filing Rules tab of the Request Management section of the Organization Management module.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Requests & Changes Policies

The role can create and edit shift request and changes policies using the Settings tab of the Request Management section of the Organization Management module.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, Scheduler




Scope: Organization

Configure Shift Requests & Changes Settings

The role can create and edit shift request and changes settings using the Settings tab of the Request Management section of the Organization Management module.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Requests & Changes Validation Rules

The role can activate and deactivate shift request and changes validation rules using the Validation tab of the Request Management section of the Organization Management module.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Purge Shift Requests & Changes

The role can purge employee shift request and changes requests using the Purging tab of the Request Management section of the Organization Management module.License Category: Time Off Management, Shift RequestsEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Shift Swap Processing


The role can escalate a denied shift swap requests for consideration by the manager.License Category: Shift SwapEnabled by default for: Agent, SupervisorScope: Generic

Read / Write to Swap Board

The role can view and create shift swap postings.License Category: Shift SwapEnabled by default for: Agent, Supervisor




Scope: Generic

View Employee Skills

The role can view a pop-up window showing the skills of the employees involved in the swap. The names of the employees in the swap are shown as a link on the Agent Requests section of the Request Management module. Clicking the link opens the pop-up window.License Category: Shift SwapEnabled by default for: Agent, Manager, SupervisorScope: Organization

View Employee Proficiencies

The role can view a pop-up window showing the skills and proficiencies of the employees involved in the swap. The names of the employees in the swap are shown as a link on the Agent Requests section of the Request Management module. Clicking the link opens the pop-up window.License Category: Shift SwapEnabled by default for: Agent, Manager, SupervisorScope: Organization

View Personal Skills

The role can view a pop-up window showing their skills and the skills of the other employee involved in the swap. The names of both employees in the swap are shown as a link on the My Requests tab of the My Requests section of the My Home module. Clicking the link opens the pop-up window.License Category: Shift SwapEnabled by default for: Agent, SupervisorScope: Generic

View Personal Proficiencies

The role can view a pop-up window showing the skills and proficiencies of the employees involved in the swap. The names of the employees in the swap are shown as a link on the My Requests tab of the My Requests section of the My Home module. Clicking the link opens the pop-up window.License Category: Shift SwapEnabled by default for: Agent, SupervisorScope: Generic




View Personal Swap Requests

The role can view their own swap requests.License Category: Shift SwapEnabled by default for: Agent, SupervisorScope: Generic

Create / Edit / Withdraw Personal Swap Requests

The role can modify their own swap requests.License Category: Shift SwapEnabled by default for: Agent, SupervisorScope: Generic

View Swap Requests for Employee

The role can view employee swap requests.License Category: Shift SwapEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Approve / Deny Escalated Swap Request

The role can approve or deny swap requests that have been escalated for reconsideration.License Category: Shift SwapEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Approve / Deny Pending Swap Request

The role can approve or deny pending shift swap requests.License Category: Shift SwapEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Create / Edit / Withdraw Swap Requests for Employee

The role can modify employee swap requests.License Category: Shift SwapEnabled by default for: Administrator, Manager, SchedulerScope: Organization




Shift Swap Setup

Configure Shift Swap Auto Processing

The role can configure auto processing for swap requests using the Auto Processing tab of the Request Management section of the Organization Management module.License Category: Shift SwapEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Swap Filing Rules

The role can create and edit filing rules for swap requests using the Filing Rules tab of the Request Management section of the Organization Management module.License Category: Shift SwapEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Swap Policies

The role can create and edit policies for swap requests using the Settings tab of the Request Management section of the Organization Management module.License Category: Shift SwapEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Swap Settings

The role can view and configure settings for swap requests using the Settings tab of the Request Management section of the Organization Management module.License Category: Shift SwapEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Shift Swap Validation Rules

The role can view and configure validaton rules for swap requests using the Validation tab of the Request Management section of the Organization Management module.License Category: Shift SwapEnabled by default for: Administrator, Manager, SchedulerScope: Organization




Purge Shift Swap Requests

The role can purge employee swap requests using the Purging tab of the Request Management section of the Organization Management module.License Category: Shift SwapEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Time Off Processing

Add Request to Waitlist

The role can waitlist requests.License Category: Time Off ManagementEnabled by default for: Agent, Manager, SupervisorScope: Generic


The role can escalate for reconsideration time-off requests that have been denied.License Category: Time Off ManagementEnabled by default for: Agent, SupervisorScope: Generic

View Personal Time Off Calendar

The role can view their own time-off calendar using the My Time Off Calendar tab of the My Requests section of the My Home module.License Category: Time Off ManagementEnabled by default for: Agent, SupervisorScope: Generic

View Pending and Scheduled Links for Organization View

The role can click on links to display pending time off or scheduled time off. These links are found on the My Time Off Calendar tab of the My Requests section of the My Home module, when the calendar view is set to 2 months, and the display is set Organization View.Clicking on a Pending link will take the role to the My Requests tab; clicking on a Scheduled link opens a pop-up window with the scheduled information.License Category: Time Off ManagementEnabled by default for: Agent, Supervisor




Scope: Generic

View Personal Time Off Requests

The role can view their own time-off requests using the My Requests tab of the My Requests section of the My Home module.License Category: Time Off ManagementEnabled by default for: Agent, SupervisorScope: Generic

Create / Edit / Withdraw Personal Time Off Requests

The role can edit their own time-off requests using the My Requests tab of the My Requests section of the My Home module.License Category: Time Off ManagementEnabled by default for: Agent, SupervisorScope: Generic

View Personal Time Off Summary

The role can view their own time-off summary using the Summary tab of the My Schedule section of the My Home module.License Category: Time Off ManagementEnabled by default for: Agent, SupervisorScope: Generic

View Time Off Calendar

The role can view organizations’ time-off calendars using the Time Off Calendar section of the Request Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

View Time Off Requests for Employee

The role can view employees’ time-off requests using the Agent Requests section of the Request Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization




Accept / Reject Time Off Withdraw Request

The role can approve or reject employees’ requests to withdraw a time-off request that has already been approved, using the Agent Requests section of the Request Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Approve / Deny Escalated Time Off Request

The role can approve or deny employees’ time-off requests that have been escalated for reconsideration, using the Agent Requests section of the Request Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Approve / Deny Pending Time Off Request

The role can approve or deny pending time-off requests.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Create / Edit / Withdraw Time Off Requests for Employee

The role can modify employees’ time-off requests, using the Agent Requests section of the Request Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Time Off Setup

Activate Time Off Workflow

The role can activate time off workflow for managers and/or agents using the Settings tab of the Request Management section of the Organization Management module. This workflow:

enables managers in the selected organization to view and act on Time Off Requests from their employees. It also enables managers to access the Time Off Calendar.

enables employees in the selected organization to view, create, and edit Time Off Requests. It also enables employees to access the Time Off Calendar.




License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Time Off Auto Processing

The role can configure auto processing for time-off requests using the Auto Processing tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Time Off Calendar Colors

The role can configure the colors used on the time off calendar using the Settings tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Time Off Filing Rules

The role can create and edit filing rules for time-off requests using the Filing Rules tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Time Off Policies

The role can create and edit policies for time-off requests using the Settings tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Time Off Validation Rules

The role can view and configure validation rules for swap requests using the Validation tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, Scheduler




Scope: Organization

Configure Time Off Year for Employees

The role can view and configure the time-off year (anniversary date vs. fixed date) using the Settings tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Purge Time Off Requests

The role can purge employee time-off requests using the Purging tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

View Time Off Pools

The role can view organization time-off and blackout days using the Available Time Off tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Time Off Pools

The role can view and enter organization time-off and blackout days using the Available Time Off tab of the Request Management section of the Organization Management module.License Category: Time Off ManagementEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Workloads

View Media Types

The role can view media types in the System Management module, General Settings section, Media Types tab.License Category: ACD Monitoring, Operations, Forecasting and Scheduling




Enabled by default for: AdministratorScope: Organization

Configure Media Types

The role can edit information about media types in the System Management module, General Settings section, Media Types tab.License Category: ACD Monitoring, Operations, Forecasting and SchedulingEnabled by default for: AdministratorScope: Organization

View Queues

The role can view information about their queues using the Queues section of the Organization Management module.License Category: Forecasting and Scheduling, ACD MonitoringEnabled by default for: AdministratorScope: Organization

Configure Queues

The role can edit information about their queues using the Queues section of the Organization Management module.License Category: Forecasting and Scheduling, ACD MonitoringEnabled by default for: AdministratorScope: Organization

Work Rules

Edit Work Rules

The role can edit information about their work rules using the Work Rules section of the User Management module.License Category: Forecasting and SchedulingEnabled by default for: Administrator, SchedulerScope: Organization

View Work Rules

The role can view information about their work rules using the Work Rules section of the User Management module.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Scheduler

Chapter 2 - Workforce Management Privileges Framework



Scope: Organization

Framework

Alerts

My Notifications

Description: The role can view their notifications using the My Notifications tab of the My Home module.License Category: AlertsEnabled by default for: All roles.Scope: Generic

Send Popup Message

The role can send popup messages.License Category: Alerts, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Generic

View Alerts Setup

The role can view the Alert Setup screens, where settings such as mail server, pop-up server, and retry frequency are configured, using the Alerts Setup side-bar elements of the General Settings section of the System Management module.License Category: Alerts, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch AdministratorScope: Generic

Configure Alerts Setup

The role can update the settings on the Alert Setup screens, where settings such as mail server, pop-up server, and retry frequency are configured, using the Alerts Setup side-bar elements of the General Settings section of the System Management module.License Category: Alerts, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch AdministratorScope: Generic




View Campaign Alerts Rules

The role can view campaign alerts, using the Campaign tab of the Alert Rules section of the Tracking module.License Category: AlertsEnabled by default for: Administrator, Manager, SchedulerScope: Campaign

Configure Campaign Alerts Rules

The role can configure campaign alerts, using the Campaign tab of the Alert Rules section of the Tracking module.License Category: AlertsEnabled by default for: Administrator, SchedulerScope: Campaign

View Notifications

Description: The role can view notification messages and recipients using the Notifications section of the Tracking module.License Category: AlertsEnabled by default for: Administrator, Manager, Supervisor.Scope: Generic

Send Notifications

Descriptions: The role can send notifications to other users using the Internal Message drop down option of the top bar Send Message options.License Category: AlertsEnabled by default for: Administrator, Manager, Supervisor.Scope: Generic

Update Notifications

Descriptions: The role can view notification messages and recipients using the Notifications section of the Tracking module.License Category: AlertsEnabled by default for: Administrator, Manager, Supervisor.Scope: Generic




View Organization Alerts Rules

The role can view organization alerts, using the Organization tab of the Alert Rules section of the Tracking module.License Category: Alerts, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SchedulerScope: Organization

Configure Organization Alerts Rules

The role can configure organization alerts, using the Organization tab of the Alert Rules section of the Tracking module.License Category: Alerts, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch Administrator, SchedulerScope: Organization

View System Alerts Rules

The role can view system alerts, using the System tab of the Alert Rules section of the Tracking module.License Category: Alerts, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SchedulerScope: Generic

Configure System Alerts Rules

The role can configure system alerts, using the System tab of the Alert Rules section of the Tracking module.License Category: Alerts, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch Administrator, SchedulerScope: Generic

Authorization

View Access Rights

The role can view employees’ access right, using the Access Rights tab of the User Management module.License Category: NoneEnabled by default for: Administrator, Manager, SchedulerScope: Organization




Configure Access Rights

The role can configure employees’ access right, using the Access Rights tab of the User Management module.License Category: NoneEnabled by default for: AdministratorScope: Organization

View User Information

The role can view employees’ username information using the Users tab of the User Management module.License Category: NoneEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Edit User Information

The role can edit employees’ profile information using the Users tab of the User Management module.

License Category: NoneEnabled by default for: Administrator, Manager, SchedulerScope: Organization

View User Roles

The role can view employees’ roles using the Roles Setup tab of the Security section of the Organization Management module.License Category: NoneEnabled by default for: AdministratorScope: Generic

Configure User Roles

The role can set and modify employees’ roles using the Roles Setup tab of the Security section of the Organization Management module.License Category: NoneEnabled by default for: AdministratorScope: Generic

The role must also have the Configure Organization privilege described on page 60.




DashboardsThese privileges are only visible if you are licensed for the optional Dashboards feature.

Edit Dashboards

The role can set and modify dashboards using the Administration tab of the Dashboards section of the Organization Management module.License Category: DashboardsEnabled by default for: AdministratorScope: Organization

View Dashboards

The role can view dashboards using the My Dashboards section of the My Home module.License Category: DashboardsEnabled by default for: Administrator, Manager, Scheduler, SupervisorScope: Organization

Data Sources

View Data Source Groups

The role can view information about data source groups.License Category: Forecasting and Scheduling, Operations, ACD Monitoring, Desktop Monitoring, Voice RecordingEnabled by default for: Administrator, Branch AdministratorScope: Organization

Configure Data Source Groups

The role can view information about data source groups, and create and edit existing data source groups, using the tabs in the Data Sources section of the System Management moduleLicense Category: Forecasting and Scheduling, Operations, ACD Monitoring, Desktop Monitoring, Voice RecordingEnabled by default for: Administrator, Branch AdministratorScope: Organization




View Data Sources

The role can view information about data sources using the tabs in the Data Sources section of the System Management moduleLicense Category: Forecasting and Scheduling, Advanced Scorecards, KPI Design, ACD Monitoring, Desktop Monitoring, Enterprise ManagerEnabled by default for: Administrator, Branch AdministratorScope: Generic

Configure Data Sources

The role can view information about data sources, and create and edit existing data sources, using the tabs in the Data Sources section of the System Management moduleLicense Category: Forecasting and Scheduling, Advanced Scorecards, KPI Design, ACD Monitoring, Desktop Monitoring, Enterprise ManagerEnabled by default for: Administrator, Branch AdministratorScope: Generic

Employees

View Employees

The role can view employee information using the tabs in the User Management module.License Category: NoneEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, Scheduler, SupervisorScope: Organization

Add/Edit/Terminate Employees

The role can add employees, edit employee information, or terminate employees (specify an end date) using the Profile tab in the User Management module.License Category: NoneEnabled by default for: Administrator, ManagerScope: Organization

Import Employees from DomainThe role can import the user currently logged into Windows as a user of Impact 360.License Category: NoneEnabled by default for: Administrator, ManagerScope: Organization




Delete Employees (Permanently)

The role can delete using the Profile tab in the User Management module.License Category: NoneEnabled by default for: AdministratorScope: Organization

Gadgets

Edit Gadgets

Description: The role can edit the Gadget administration using the Gadgets tab of the Organization Management module.License Category: GadgetsEnabled by default for: AdministratorScope: Organization

View Gadgets

Description:License Category: The role can view the current Gadget administration using the Gadgets tab of the Organization Management module.Enabled by default for: Administrator, Manager, Scheduler, Supervisor.Scope: Organization

Group Access

View Group

The role can view employee groups, but only those employee groups for which the user has access rights. Without this privilege, the user would not be able to see any employee groups, regardless whether the user’s role provided access rights to the employee group.License Category: NoneEnabled by default for: Administrator, Manager, SupervisorScope: Group

Edit Group Members

The role can add or delete employees from employee groups for which the user has access rights.License Category: None




Enabled by default for: Administrator, ManagerScope: Group

Configure GroupThe role can create, edit, rename or delete employee groups for which the user has access rights.License Category: NoneEnabled by default for: AdministratorScope: Group

Integration Server Access

View Only Access to Integration Server

The role can view information about Integration Server and its integration packages using the Integration section of the System Management module.License Category: NoneEnabled by default for: Administrator, Branch AdministratorScope: Generic

Power User Access to Integration Server

The role can start and stop adapters (Integration Packages) and interfaces running on the Integration Server using the Integration section of the System Management module, on the Monitor tab of the individual integration packages and interfaces.License Category: NoneEnabled by default for: NoneScope: Generic

Super User Access to Integration Server

The role can start and stop adapters and interfaces running on the Integration Server and change adapter and interface settings using the Integration section of the System Management module, on the Configure tab of the individual integration packages and interfaces.License Category: NoneEnabled by default for: Administrator, Branch AdministratorScope: Generic




Organization

View Activities

The role can view activities using the tabs in the Activities section of the Organization Management module.License Category: Forecasting and Scheduling, ACD Monitoring, Desktop MonitoringEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SchedulerScope: Organization

View Employee Types

The role can view employee types using the Employee Types tab in the Organizations section of the Organization Management module.License Category: NoneEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Employee Types

The role can view, edit, copy, create, and delete employee types using the Employee Types tab in the Organizations section of the Organization Management module.License Category: NoneEnabled by default for: AdministratorScope: Organization

View Holidays

The role can view holidays using the Holidays tab in the Organizations section of the Organization Management module.License Category: Forecasting and SchedulingEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Holidays

The role can view, edit, copy, create, and delete holidays using the Holidays tab in the Organizations section of the Organization Management module.License Category: Forecasting and SchedulingEnabled by default for: AdministratorScope: Organization




View Job Titles

The role can view job titles using the Job Titles tab in the Organizations section of the Organization Management module.License Category: NoneEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Job Titles

The role can view, edit, copy, create, and delete job titles using the Job Titles tab in the Organizations section of the Organization Management module.License Category: NoneEnabled by default for: AdministratorScope: Organization

View Organization

The role can view organization information using the Settings tab in the Organizations section of the Organization Management module and in Forecasting and Scheduling.License Category: NoneEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, Scheduler, SupervisorScope: Organization

Configure Organization

The role can modify organization information using the Settings tab in the Organizations section of the Organization Management module and in Forecasting and Scheduling.License Category: NoneEnabled by default for: Administrator, SchedulerScope: Organization

Create Organization

The role can create organizations using the Settings tab in the Organizations section of the Organization Management module and in Forecasting and Scheduling.License Category: NoneEnabled by default for: AdministratorScope: Organization




Delete Organization

The role can delete organizations using the Settings tab in the Organizations section of the Organization Management module and in Forecasting and Scheduling.License Category: NoneEnabled by default for: AdministratorScope: Organization

View Skills

The role can view skills using the Skills tab in the Organizations section of the Organization Management module.License Category: NoneEnabled by default for: Administrator, Manager, SchedulerScope: Organization

Configure Skills

The role can view, edit, copy, create, and delete using the Skills tab in the Organizations section of the Organization Management module.License Category: NoneEnabled by default for: AdministratorScope: Organization




Personal Profile

View Personal Profile

The role can view their own profile information using the Personal Information tab in the My Profile section of the My Home module.License Category: NoneEnabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch Administrator, Branch Employee, Branch Manager, Manager, Scheduler, SupervisorScope: Generic

Reports

Access Ad Hoc Query

The role can launch the Cognos Query Studio using the Ad Hoc Reports section of the Reports module. The role can then create, modify, view, and delete ad hoc reports.License Category: ReportsEnabled by default for: AdhocQueryAnalyst, Branch Administrator, Branch ManagerScope: Generic

Administer Report Schedules

The role can set and modify report schedules using the Schedule container of the Parameters tab of the Requests & Results section of the Reports module.License Category: ReportsEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, SchedulerScope: Generic




Delete Report Schedules

The role can delete scheduled reports using the Delete button of the Parameters tab of the Requests & Results section of the Reports module. (Scheduled reports are given unique names by the person who schedules them, and are show below and indented to the right relative to the report on which they are based.)License Category: ReportsEnabled by default for: Administrator, Branch Administrator, Branch Manager, SchedulerScope: Generic

Configure Report Security

The role can set security privileges for other roles to view reports using the Access Rights section of the Reports module.License Category: ReportsEnabled by default for: Administrator, Branch Administrator, SchedulerScope: Generic

Deploy Reports

The role can deploy custom reports using the Deployment section of the Reports module.License Category: ReportsEnabled by default for: Administrator, Branch AdministratorScope: Generic

View Ad Hoc Query

The role can execute and view ad hoc reports created through the Cognos Query Studio, without having access to the Cognos Query Studio, using the Ad Hoc Reports section of the Reports module. License Category: ReportsEnabled by default for: AdhocQueryAnalyst, Branch Administrator, Branch ManagerScope: Report




View Report

The role can view report instances using the View button on the Instances tab of the Requests & Results section of the Reports module.License Category: ReportsEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, Scheduler, SupervisorScope: Report

Delete Report Instances

The role can delete report instances using the Delete button on the Instances tab of the Requests & Results section of the Reports module.License Category: ReportsEnabled by default for: Administrator, Branch Administrator, Branch Manager, SchedulerScope: Generic

Run Report

The role can run reports using the Parameters tab of the Requests & Results section of the Reports module.License Category: ReportsEnabled by default for: Administrator, Branch Administrator, Branch Manager, Manager, Scheduler, SupervisorScope: Generic




System Management

Configure License

The role can update the license using the Update License button on the License side-bar navigation element of the General Settings section of the System Management module.License Category: NoneEnabled by default for: Administrator, Branch AdministratorScope: Generic

Configure System Parameters

The role can set and modify general system-wide settings using the General side-bar navigation element of the General Settings section of the System Management module.License Category: NoneEnabled by default for: Administrator, Branch AdministratorScope: Generic

View Audit Trail

The role can view the various audit trails using the Audit Viewer side-bar navigation element of the General Settings section of the System Management module.License Category: NoneEnabled by default for: Administrator, Branch AdministratorScope: Generic

View Caches

The role can view the system caches using the Cache side-bar navigation element of the General Settings section of the System Management module.License Category: NoneEnabled by default for: NoneScope: Generic

View System Log

The role can view the system logs using the Log Viewer tab of the Log section of the System Management module.License Category: NoneEnabled by default for: Administrator, Branch Administrator




Scope: Generic

Configure System Log

The role can configure the system logs using the Log Manager tab of the Log section of the System Management module.License Category: NoneEnabled by default for: Administrator, Branch AdministratorScope: Generic

User Preferences

Customize Navigation

The role customize the navigation settings in the Navigation container of user preferences.License Category: NoneEnabled by default for: Adhoc Query Analyst, Administrator, Agent, Branch Administrator, Branch Employee, Branch Manager, Manager, Reconfiguration Administrator, Scheduler, SupervisorScope: Generic

What If

Access to What If Mode

The role can enter What If mode.License Category: NoneEnabled by default for: Administrator, SchedulerScope: Generic

Synchronize What If Database

The role can synchronize the What If database with the current state of the Workforce Management database.License Category: NoneEnabled by default for: Administrator, SchedulerScope: Generic

Chapter 2 - Workforce Management Privileges My Time



My Time

My Time - My AdherenceThis privilege is only available if you are licensed for the separately licensed My Adherence feature. The role can access the My Adherence tab of the My Time section of the My Home module.License Category: My AdherenceEnabled by default for: Agent, Branch Administrator, Branch Employee, Branch Manager, SupervisorScope: Generic

View Time Tracking Events

This privilege is only available if you are licensed for the separately licensed My Adherence feature. The role can view tracking events on the fourth line of the My Adherence tab of the My Time section of the My Home module.License Category: My AdherenceEnabled by default for: Agent, Branch Administrator, Branch Employee, Branch Manager, SupervisorScope: Generic

My Time - ScheduleThe role can access the Schedule tab of the My Time section of the My Home module.License Category: My TimeEnabled by default for: Agent, Branch Administrator, Branch Employee, Branch Manager, SupervisorScope: Generic

My Time - Time RecordThe role can access the Time Record tab of the My Time section of the My Home module.License Category: My TimeEnabled by default for: Agent, Branch Manager, SupervisorScope: Generic

My Time - View Historical Time RecordsThe role can access the Log History tab of the My Time section of the My Home module.

Chapter 2 - Workforce Management Privileges Time Record Export



License Category: My TimeEnabled by default for: Agent, Branch Administrator, Branch Employee, Branch Manager, SupervisorScope: Generic

Time Record Export

Time Record Management

Approve Time Records

The role can approve time records using the Day Details tab of the Adherence section of the Tracking module.License Category: Time Record ExportEnabled by default for: ManagerScope: Organization

View Employee Time Intervals

The role can view employee time intervals using the Day Details tab of the Adherence section of the Tracking module.License Category: Time Record ExportEnabled by default for: ManagerScope: Organization

Edit Employee Time Intervals

The role can create and edit employee time intervals using the Day Details tab of the Adherence section of the Tracking module.License Category: Time Record ExportEnabled by default for: ManagerScope: Organization

C h a p t e r A

Default Role and Privilege Settings

The table starting on the next page shows the default privilege settings for each role.

Workforce M

anagement R

oles and Privileges Guide

70

© 2006 - 2011 Verint System

s Inc. Confidential and Proprietary Inform

ation of Verint Systems Inc. A

ll rights reserved, worldw

ide.

Appendix A

- Default R

ole and Privilege Settings

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Adherence

Adherence

Authorize Adherence Exceptions

Load and Playback Agent Interactions

Monitor Agent Interactions

Record Agent Interactions

View Quick View

View Time Records (Day Details)

Edit Time Records (Day Details)

Who is in

View Who is in Status

Application Analysis

Access Application Analysis

Basic Adherence

Adherence Configuration

View Adherence Mapping

Configure Adherence Mapping

View Time Collections Mapping

Workforce M

anagement R


71





ide.

Appendix A

- Default R


Configure Time Collections Mapping

Basic Adherence

View Adherence

Coaching

Coaching Admin

View Coaching Results

Configure Coaching Results

View Coaching Session Types

Configure Coaching Session Types

Manage Coaching Sessions


Add Contact Attachments


Add Evaluation Attachments

View Manage Coaching

Configure Coaching Sessions

Delete Coached Sessions

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


72





ide.

Appendix A

- Default R


Enable All Coaching Session Statuses

Review Coaching Sessions

My Coaching Sessions



View My Coaching

eLearning

Competencies

Manage Competencies View

Manage Competencies Edit

My Competencies View

Competency Assignments

Assign Competency View

Assign Competency Edit

Lessons

Manage Lesson View

Manage Lesson Edit

My Lessons View

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


73





ide.

Appendix A

- Default R


Self Assign Lesson

Lessons Assignments

Assign Lessons View

Assign Lessons Edit

Review

Review Competencies

Review Lessons

Adjust Lessons

Forecasting and Scheduling

Campaign

Create Campaign

View Campaign

Clear Base Forecast

Configure Campaign

Delete Campaign

Modify Forecast

Set Base Forecast

IntraDay

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


74





ide.

Appendix A

- Default R


Re-Forecast

View Trends

Configure Trends

Operations

Allow backdating of VCT event during entry

View/Edit My VCT

View/Edit VCT Queue Configuration

View/Edit VCT Tracking

Personal Schedule Preferences

View Personal Schedule Preferences In Simple Mode

Edit Personal Schedule Preferences In Simple Mode

View Over Time / Voluntary Time Off Personal Preferences

Pulse

View Pulse

Create Public Views

Edit Campaign Queue History

View/Edit Pulse Notes

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


75





ide.

Appendix A

- Default R


View All Queue History

Edit All Queue History

Schedule Publishing

Publish Schedule for Campaign

Publish Schedule for Organization

Schedule Viewing

Configure Timeoff Events Display

Configure Unavailability Display

View Employee Schedule Comments

View Organization Schedules

View People Schedules

View Personal Schedule Comments

View Personal Schedules

Shift Bidding Processing

Escalate Denied Shift Bids

View Personal Shift Bids

Modify Personal Shift Bids

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


76





ide.

Appendix A

- Default R


View Shift Bids for Employee

Approve / Deny Escalated Shift Bids

Approve / Deny Pending Shift Bids

Modify Shift Bids for Employee

Shift Bidding Setup

Purge Shift Bidding Requests

Set Shift Bidding Auto Processing

Set Shift Bidding Filing Rules

Set Shift Bidding Policies

Set Shift Bidding Settings

Set Shift Bidding Validation Rules

View Shift Bidding Auctions

Modify People in Shift Bidding Auctions

Modify Shift Bidding Auctions

Shift Swap Processing


Read / Write to Swap Board

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


77





ide.

Appendix A

- Default R


View Employee Skills

View Employee Proficiencies

View Personal Skills

View Personal Proficiencies

View Personal Swap Requests

Modify Personal Swap Requests

View Swap Requests for Employee

Approve / Deny Escalated Swap Request

Approve / Deny Pending Swap Request

Modify Swap Requests for Employee

Shift Swap Setup

Purge Shift Swap Requests

Set Shift Swap Auto Processing

Set Shift Swap Filing Rules

Set Shift Swap Policies

Set Shift Swap Settings

Set Shift Swap Validation Rules

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


78





ide.

Appendix A

- Default R


Time Off Processing


View Personal Time Off Calendar

View Pending and Scheduled Links for Organization View

View Personal Time Off Requests

Modify Personal Time Off Requests

View Personal Time Off Summary

View Time Off Calendar

View Time Off Requests for Employee

Accept / Reject Time Off Withdraw Request

Approve / Deny Escalated Time Off Request

Approve / Deny Pending Time Off Request

Modify Time Off Requests for Employee

Time Off Setup

Activate Time Off Workflow

Configure Time Off Calendar Colors

Purge Time Off Requests

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


79





ide.

Appendix A

- Default R


Set Time Off Auto Processing

Set Time Off Filing Rules

Set Time Off Policies

Set Time Off Validation Rules

Set Time Off Year for Employees

View Available Time Off

Edit Available Time Off

Workloads

View Data Source Groups

Configure Data Source Groups

View Queues

Configure Queues

Framework

Alerts

Send Popup Messages

View Alerts Setup

Configure Alerts Setup

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


80





ide.

Appendix A

- Default R


View Campaign Alerts Rules

Configure Campaign Alerts Rules

View Organization Alerts Rules

Configure Organization Alerts Rules

View System Alerts Rules

Configure System Alerts Rules

Authorization

View Access Rights

Configure Access Rights

View User Information

Edit User Information

View User Roles

Configure User Roles

Dashboards

Edit Dashboards

View Dashboards

Data Sources

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


81





ide.

Appendix A

- Default R


View Data Sources

Configure Data Sources

Group Access

View Group

Edit Group Members

Configure Group

Integration Server Access

View Only Access to Integration Server

Power User Access to Integration Server

Super User Access to Integration Server

Organization

View Activities

View Holidays

Configure Holidays

View Job Titles

Configure Job Titles

View Organization

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


82





ide.

Appendix A

- Default R


Configure Organization

Create Organization

Delete Organization

People

View People

Add/Edit/Terminate People

Delete People (Permanently)

Personal Profile

View Personal Profile

Reports

Access Ad Hoc Query

Administer Report Schedules

Delete Report Schedules

Configure Report Security

Deploy Reports

View Ad Hoc Query

View Report

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


83





ide.

Appendix A

- Default R


Delete Report Instances

Run Report

System Management

Configure License

Configure System Parameters

View Audit Trail

View Caches

View System Log

Configure System Log

What If

Access to What If Mode

My Time

My Time - My Adherence

View Time Tracking Events

My Time - Schedule

My Time - Time Record

My Time - View Historical Time Records

Quality Monitoring

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


84





ide.

Appendix A

- Default R


Access Quality Monitoring

Time Record Export

Time Record Management

Approve Time Records

View Employee Time Intervals

Edit Employee Time Intervals

Privilege

Ad

hoc

Qu

ery

An

alys

t

Ad

min

istr

ator

Ag

ent

Bra

nch

Ad

min

istr

ato

r

Bra

nch

Em

plo

yee

Bra

nch

Man

ager

Man

ager

Sch

edu

ler

Su

per

viso

r

Workforce M

anagement R


85





ide.

Appendix A

- Default R


Workforce M

anagement R


86





ide.

Appendix A

- Default R


Avaya WFM Roles and Privileges

Documents

Transcript of Avaya WFM Roles and Privileges