Managing Dual-Role Users

Workforce Management (WFM) supports the capability to assign two roles (Agent and Supervisor) to a single agent.

At times, there are people in your contact center who require multiple role assignments. For example, an agent who is promoted might sometimes be required to perform a supervisor's tasks, which would require them to be assigned both Agent and Supervisor roles.

This topic describes how to create and manage dual-role assignments.

There are two types of role assignments within the scope of this functionality: Supervisors and Administrators.

Supervisor

Assign this role to agents who are being promoted to a supervisor's position.

Tip

In Genesys Administrator Extension (GAX), this Person object is configured with the Agent check box enabled.

After logging in to WFM, this user:

• Sees the WFM Web for Supervisors homepage.
• Can open the Agents UI in a separate browser window by clicking Open Agent in the Supervisors UI.
• Can work in Supervisors UI and Agents UI simultaneously.
• Has implicit access rights to the team to which he belongs and the objects in his/her assigned site.
• Is assigned the WFM Role. If the WFM Role is not preconfigured in GAX, this user has minimum access rights to the Configuration > Organization views.
• In the Web for Agents UI:
  • In the Other Schedules view, can see agents and trade schedules within his/her own team and agents who have no assigned team.
  • In the Bidding > Schedule > Scenarios view, can bid on all agents' schedule profiles, except agents from other teams.
  • In the Browse Shared Transport view, can see agents' shared transport from his/her team and agents who have no assigned team.
• In the Web for Supervisors UI:
  • In the Schedule views, can build schedules.
  • In the Adherence views, can see adherence information.

Tip

If the promoted agent is not assigned to any team, in the Web for Agents UI:

• Other Schedules view—Can see and trade schedules only with agents who have no assigned team.
• Bidding > Schedule > Scenarios view—Can bid on his/her own schedule profile and agents' schedule profiles who have no assigned team.
• Browse Shared Transport view—Can see agents' shared transport that have no assigned team.

If this agent needs to trade schedules, bid on schedule profiles, or see agents' shared transport from other teams or sites, you must grant access rights to the appropriate teams or sites in the Web for Supervisors Configuration > Users > Access Rights view.

Administrator

Assign this role to a person who is initially hired as a WFM Supervisor. In this case, the person does not have a dual-role, but instead, is automatically imported into WFM as WFM Supervisor after the first login.

Tip

In GAX, this Person object is configured with the Agent check box disabled.

After logging in to WFM this user:

• Is automatically imported into WFM
• Sees the WFM Web for Supervisors homepage.
• Has access rights to all teams, sites, and business units, and the objects therein
• Is assigned the WFM Role. If the WFM Role is not preconfigured in GAX, this supervisor has maximum access rights to all WFM views.

Set up dual-role agents and provide access rights

The following procedures describe how to set up dual-role agents n GAX and WFM Web for Supervisors:

1. Create the Genesys roles

• In GAX, create the WFM Administrator and WFM Supervisor roles.

2. Assign the roles

1. In GAX, create dedicated Access Groups (for example, WFM Administrators or WFM Supervisors)
2. Add the Persons objects to either one of these groups (or assign the Person objects directly to roles without using Access Groups).

   Important

   Do not add the same Person object to both access groups.

   • Add the WFM Administrators Access Group to WFM Administrator Role Members.
   • Add the WFM Supervisors Access Group to WFM Supervisor Role Members.

3. Configure WFM to support dual-role agents

1. In GAX, add the [auth] configuration section and the following options to the WFM Server Application:
   • roles.supervisor = <Comma-separated list of supervisor role names in Configuration Server, for example WFM Supervisor1,WFM Supervisor2, etc.>
   • roles.administrator = <Comma-separated list of administrator role names in Configuration Server, for example WFM Administrator1,WFM Adminstrator2, etc.>
2. Add the following options to preconfigure a default WFM role to which you can assign administrators and supervisors:
   • roles.supervisor.default = <WFM role name>.
   • roles.administrator.default = <WFM role name>.

   When the WFM role is specified in the options, users are assigned the role after first log in.

Remove dual-roles from users

Tip

This applies only to agents who were promoted to a Supervisor role.

To remove the Genesys role assignment from the agent:

• In GAX, remove the agent from the WFM Supervisors Access Group or remove the agent from the role, directly.

  Changes take effect the next time the agent logs in.