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LimitScheduleDetails

Section: AgentSchedule
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not administrators can replace the actual names of non-tradeable Exceptions and Time-Off items with generic names in the Web for Agents' Other Schedules view. Administrators use this feature to hide sensitive information, if required.

If this option value is set to true, administrators can replace the actual names of non-tradeable Exceptions and Time-Off items with generic names in the Web for Agents. If this option value is set to false, actual names of Exception and Time-Off cannot be changed to generic names.

InsertPaybackException

Section: Functionality
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not users can insert Payback Exceptions into schedules to make up for lost work time.

Setting this option value to true enables this functionality and user can insert Exceptions with payback into schedules. Setting this option value to false disables this functionality and user cannot insert these Exception types into schedules.

AllowPreferences

Section: AgentPreferences
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not the Preferences module is displayed in the WFM Web for Agents user interface.

AllowAccessToCarpools

Section: AgentSchedule
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can access Shared Transportation functionality.

If this option value is set to true, agents can access Shared Transportation functionality in the Web for Agents My Schedule view, sidebar, and other locations. If set to false or not set, Shared Transport functionality is disabled.

more...

AllowBidding

Section: AgentBidding
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not agent bidding is enabled as part of Schedule Bidding.

See the details in Workforce Management Web for Supervisor Help.

CommitAgentInsertedExceptions

Section: AgentSchedule
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: Enabled only if AllowInsertExceptions is set to true

Specifies whether or not WFM commits Exceptions to the schedule when inserted by agents.

If this option value is set to true, Exceptions that are inserted by an agent are committed to the schedule or inserted pending approval by a supervisor.

AllowInsertExceptions

Section: AgentSchedule
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not agents can add Exceptions to their schedule.

If this option value is set to true, agents can access the Add Exception button and its underlying functionality in the Web for Agents My Schedule view.

AllowAccessToOthersSchedule

Section: AgentSchedule
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can see other agents’ schedules.

If this option value is set to true, agents can see other agents’ schedules in the Other Schedules view in the Web for Agents Schedule module.

AccessLevel

Section: AgentSchedule
Default Value: 2
Valid Values: 1, 2, 3
Changes Take Effect: Immediately
Dependencies: None

Specifies which filtering options appear in the Other Schedules view in Web for Agents UI and how much data an agent can see. (The People I work with view is always visible.)

Enter a valid value to specify which other options are available:

  • 1—My Team
  • 2—My Team and My Site
  • 3—My Team, My Site, and My Business Unit
more...

AccessLevel

Section: AgentSchedule
Default Value: 2
Valid Values: 1, 2, 3
Changes Take Effect: Immediately
Dependencies: None

Specifies which filtering options appear in the Other Schedules view in Web for Agents UI and how much data an agent can see. (The People I work with view is always visible.)

Enter a valid value to specify which other options are available:

  • 1—My Team
  • 2—My Team and My Site
  • 3—My Team, My Site, and My Business Unit
more...

AccessLevel

Section: AgentSchedule
Default Value: 2
Valid Values: 1, 2, 3
Changes Take Effect: Immediately
Dependencies: None

Specifies which filtering options appear in the Other Schedules view in Web for Agents UI and how much data an agent can see. (The People I work with view is always visible.)

Enter a valid value to specify which other options are available:

  • 1—My Team
  • 2—My Team and My Site
  • 3—My Team, My Site, and My Business Unit
more...

AllowEnterFullDayStartEnd

Section: AgentTimeOff
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can specify start and end times in full-day time-off requests.

If this option value is set to true or if the option is not set, agents can specify start and end times in full-day time-off requests.

AllowEnterPaidTime

Section: AgentTimeOff
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can specify the number of paid hours to deduct when creating or editing full-day time-off requests.

If this option value is set to true, agents can specify the number of paid hours to deduct when creating or editing full-day time-off requests in the Time-Off Request view.

AllowTimeOffPlanner

Section: AgentTimeOff
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not the Time-Off Planner is visible in WFM Web for Agents interface.

If this option value is set to true, the Time-Off Planner is visible in WFM Web for Agents.

AllowNoComments

Section: AgentTrading
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can enter comments when working with shift trades.

If this option value is set to true, agents cannot enter comments while working with shift trades.

TradeOnlyInsideTeam

Section: AgentTrading
Default Value: true
Valid Values:
Changes Take Effect: Immediately
Dependencies: AllowScheduleTrading, AllowAccessToOthersSchedule

This option is mandatory.

Specifies which schedules agents can see.

If this option value is set to true, agents see only schedules of other agents who are in the same team. If set to false, agents see schedules of other agents who belong to the same site.

more...

AllowScheduleTrading

Section: AgentTrading
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not the Trading functionality is enabled for agents.

If set to true, trading is enabled and the Trading module is visible to agents in the WFM Web for Agents interface. If set to false, trading functionality is disabled and does not appear in the agent's UI.

useRolesSecurity

Section: Functionality
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies the functionality that is accessible to agents in WFM Web for Agents.

If this option value is set to true, WFM Web ignores Web for Agents-related application settings and instead, uses the role settings configured in Genesys Administrator to determine what functionality agents can access. If this option value is set to false (default), WFM Web uses Web for Agents-related application settings.

Unlike application options that are applicable to all agents, this functionality allows administrators to control Web for Agents functionality for each agent individually or groups of agents.

To learn more about how WFM controls agent access in WFM Web, see Managing WFM Roles and Privileges in GAX.

Managing WFM Roles in Genesys Administrator

Although Workforce Management (WFM) has its own set of roles and privileges, there might be a need in your contact center to have finer control over agents' access to certain WFM features and functionality. Genesys Administrator (GA) provides another level of control and flexibility. Unlike the WFM Web application options that are applicable for all agents, these roles and privileges enable you to customize individual agent's access or a group of agents who might need similar access.

Assigning WFM Roles and Privileges in Genesys Administrator

Purpose: To enable roles and privileges for WFM agents using Genesys Administrator.

Start of Procedure

  1. In WFM Web Application's Functionality configuration section, set the useRolesSecurity option value to true.
  2. In Genesys Administrator, import the WFM_Web.xml file containing descriptions of the available WFM Web security rights.
    See Genesys Administrator Extension Help
  3. In Genesys Administrator, go to Configuration > Accounts > Roles.
  4. Open the WFM Role object to which you want to assign privileges.
  5. In the Assigned Privileges section, find CfgWFMWeb.
    WFM privileges are listed under CfgWFMWeb in the object tree.
  6. Assign agents to Access Groups that have appropriate roles and privileges, or assign roles and privileges directly to individual agents.
    After you assign access rights or privileges, agents can access only the functionality that is enabled for them. See the WFM roles and privileges in the table below.

End of Procedure

Tip
Agents who have no assigned roles or privileges, can by default access only the Schedule and Configuration modules in WFM Web for Agents. If you assign more than one role to an agent, he/she has a specific right, if at least one of the two roles grants that right.

WFM Privileges in Genesys Administrator

You can assign the following privileges to WFM agents using Genesys Administrator. Check the related Application option to see a description of the functionality.

Privilege Related Application option
WFM_AGENT_TRADING_ALLOW_ACCESS AllowScheduleTrading
WFM_AGENT_TRADING_TRADE_ONLY_INSIDE_TEAM TradeOnlyInsideTeam
WFM_AGENT_TRADING_ALLOW_ENTER_COMMENTS AllowNoComments
WFM_AGENT_TIMEOFF_ALLOW_ACCESS AllowTimeOffPlanner
WFM_AGENT_TIMEOFF_ALLOW_ENTER_PAID_TIME AllowEnterPaidTime
WFM_AGENT_TIMEOFF_ALLOW_ENTER_FULL_DAY_START_END AllowEnterFullDayStartEnd
WFM_AGENT_SCHEDULE_ACCESS_LEVEL_TEAM AccessLevel
WFM_AGENT_SCHEDULE_ACCESS_LEVEL_SITE AccessLevel
WFM_AGENT_SCHEDULE_ACCESS_LEVEL_BU AccessLevel
WFM_AGENT_SCHEDULE_ALLOW_ACCESS_TO_OTHERS_SCHEDULE AllowAccessToOthersSchedule
WFM_AGENT_SCHEDULE_ALLOW_INSERT_EXCEPTIONS AllowInsertExceptions
WFM_AGENT_SCHEDULE_COMMIT_AGENT_INSERTED_EXCEPTIONS CommitAgentInsertedExceptions
WFM_AGENT_BIDDING_ALLOW_ACCESS AllowBidding
WFM_AGENT_CONFIGURATION_ALLOW_ACCESS_TO_CARPOOLS AllowAccessToCarpools
WFM_AGENT_PREFERENCES_ALLOW_ACCESS AllowPreferences
WFM_SCHEDULE_INSERT_PAYBACK_EXCEPTION InsertPaybackException
WFM_SCHEDULE_LIMIT_SCHEDULE_DETAILS LimitScheduleDetails

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This page was last modified on September 27, 2017, at 09:15.