Customize permissions | Workforce Management

Customize permissions

complete

Talal Naboulsi

We would like the ability to customize permissions. Our team leads are the ones that handle agent performance, but we don't want them to be able to change templates.

February 25, 2021

Luke Andrews

marked this post as

complete

The new customizable roles and permissions feature has rolled out to all Pro and Enterprise customers!

Olivia Teich

marked this post as

in progress

David Patou

marked this post as

planned

Zaffre Emu

We need our agents to basically only be able to see their own schedule, realtime monitoring, and agent scorecard. This is high priority for us.

Crimson Dove

Would really like for Admins to be able to select individual permissions for each role as needed within our unique environment. Rather than following standardized user roles

Ryan Wang

Merged in a post:

Customizable Roles

Yacht club Alpaca

Create custom roles or edit existing roles. Giving team leads the ability to view all reports, but without the ability to change schedules, change templates, or manage time off. Team leads should to be able to monitor teammate performance so it is important for them to see reports.

October 25, 2023

Luke Andrews

marked this post as

under review

Shelton Wirth

Request for Standard vs. Basic role: 
With Standard, agents can see the Staffing Timeline, but we want them to only see their own schedule. If we set them to Basic, then they can't see adherence. 
Ideal state would be: a role where agents can see only their own schedule, AND see their adherence reporting.

Topaz Manatee

Shelton Wirth: In my view, Standard and Basic could have been just one role and with this role agents should be restricted to view their own adherence and own schedule only.

Pink Unicorn

We need to be able to lock permissions by role so we can have team leads with access to view automation configuration without the ability to change anything, can view and edit schedules but not able to create new events to schedule with. We would need managers to have access to view all configurations, such as an admin, without the ability to modify any configuration settings but can still edit schedules and pull reports. We would need our WFM team be the only ones set to admin with the ability to modify all configurations and no restrictions. This is so we can control the configurations ourselves while allowing the view only mode for transparency into our build.

Shelton Wirth

Specifically, Manager level (or anyone with scheduling permissions) should have permission to optimize schedules and edit access to Automations within Settings.

Also, Managers should have view-only access to the following sections within settings: Agent states, Queues and exclusions, Events, and Filters.

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