Workforce management permissions overview

View summary

Workforce management bases permissions on tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to the selected user or users. 

Workforce management activity codes

Workforce management activity plans

Workforce management agents

Workforce management business units

Workforce management forecasting

Workforce management forecasts

Workforce management historical adherence

Workforce management historical shrinkage

Workforce management historical data import

Workforce management intraday monitoring

Workforce management main forecast 

Workforce management management units

Workforce management planning groups

Workforce management staffing groups

Workforce management real-time adherence

Workforce management schedules

Workforce management service goal templates

Workforce management shift trades

Workforce management time-off limits

Workforce management time-off plans

Workforce management time-off requests

Workforce management work plans

Workforce management work plan bid

Workforce management work plan rotations

Workforce management adherence explanation

This table lists the workforce management permissions available to agents.

If you have the Master Admin role, restore the role to the latest valid permission set:

1. Click Admin.
2. Under People and Permissions, click Roles/Permissions.
3. Click Menu > People and Permissions > Roles and Permissions.
4. Optionally, use the Search filter to locate the Master Admin role.
5. In the Master Admin row, click Edit Role.
6. At the bottom of the page, click Restore Default Role.

If you use a separate role for workforce management access, add the relevant permissions:

1. Click Admin.
2. Under People and Permissions, click Roles/Permissions.
3. Click Menu > People and Permissions > Roles and Permissions.
4. Optionally use the Search filter to locate the appropriate role.
5. In the role’s row, click Edit Role.
6. Click the Permissions tab and click All Permissions.
7. Select the appropriate workforce management permissions and click Save.

While the default permissions are a good starting point, you can change settings to fit your organization. The following example shows how to restrict the workforce management permission access to only selected work teams in the historical adherence, real-time adherence, and schedule views.

For example, you could give a supervisor permission to view real-time adherence.  If the supervisor has a work teams permission, the supervisor could filter this view by selecting one or more work teams. You could limit the work teams available in the filter to just the work teams the supervisor manages by setting a condition on the real-time adherence permission. 

Work teams conditions are available for these permissions:

• Workforce Management > Historical Adherence > All Permissions
• Workforce Management > Historical Adherence > View
• Workforce Management > Real-Time Adherence > All Permissions
• Workforce Management > Real-Time Adherence > View
• Workforce Management > Schedule > Edit
• Workforce Management > Schedule > View
• Workforce Management > Published Schedule > View

To modify default permissions and display work teams as filters, perform these steps:

1. Click Admin.
2. Under People and Permissions, click Roles/Permissions.
3. Click Menu > People and Permissions > Roles and Permissions.
4. Select the appropriate role. 
5. In the Permissions list, search for Workforce Management permissions.
6. In the table row for a workforce management permission,  click Add Conditions. The Conditions page appears.
7. Choose a condition, operator, and value, such as:
   • Condition Type: Work Team
   • Operator: Equals
   • Value: Support Team 1
8. (Optionally) To add another work team, click Add .
9. To confirm the choice or choices, click Submit.
10. Click Save or Save and Continue to save the changes.

For more information about customizing Genesys Cloud roles, see Edit a role and Roles and permissions overview. For more a complete summary of Genesys Cloud roles and permissions, see Products, roles, and permissions list.