LimitScheduleDetails
Section: AgentSchedule
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Specifies whether or not WFM replaces 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, WFM replaces 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, WFM displays the actual names of Exception and Time-Off.
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.
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
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
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
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.
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 Extension (GAX) 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 GAX
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. Besides the WFM Web application options that are applicable for all agents, Genesys Administrator Extension (GAX) provides another level of control and flexibility, with roles and privileges that enable you to customize individual agent's access or a group of agents who might need similar access.
Assigning WFM roles and privileges in GAX
Purpose: To enable roles and privileges for WFM agents using Genesys Administrator Extension.
Start of Procedure
- In the WFM Web Application, set the [Functionality] useRolesSecurity configuration option value to true.
- In GAX, import the WFM_Web.xml file containing descriptions of the available WFM Web security rights.
- In GAX, go to Configuration > Accounts > Roles.
- Open the WFM Role object to which you want to assign privileges.
- In the Assigned Privileges section, find CfgWFMWeb.
- WFM privileges are listed under CfgWFMWeb in the object tree.
- 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
WFM privileges in GAX
You can assign the following privileges to WFM agents using Genesys Administrator Extension. 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 |