Professional Documents
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Release 12.0
May 2013
(i) by an unlimited number of "Anonymous Users" to set personal preferences, view, run,
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Contents
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Contents
eLearning . . . . . . . . . . . . . . . . . . . . . . . . .
Competencies. . . . . . . . . . . . . . . . . . . . . .
View Competencies . . . . . . . . . . . . . . . . . .
View My Competencies . . . . . . . . . . . . . . . .
Competency Assignments . . . . . . . . . . . . . . . .
View Competency Assignments . . . . . . . . . . . .
Lessons Assignments . . . . . . . . . . . . . . . . . .
View Lesson Assignment . . . . . . . . . . . . . . .
Lessons . . . . . . . . . . . . . . . . . . . . . . . .
Add / Remove Availability . . . . . . . . . . . . . . .
View Lessons . . . . . . . . . . . . . . . . . . . . .
View My Lessons . . . . . . . . . . . . . . . . . . .
Review . . . . . . . . . . . . . . . . . . . . . . . . .
Review Competencies . . . . . . . . . . . . . . . . .
Review Lessons. . . . . . . . . . . . . . . . . . . .
Forecasting and Scheduling . . . . . . . . . . . . . . . .
Campaign . . . . . . . . . . . . . . . . . . . . . . .
Create Campaign . . . . . . . . . . . . . . . . . . .
View Campaign . . . . . . . . . . . . . . . . . . . .
View Campaign Settings . . . . . . . . . . . . . . .
IntraDay . . . . . . . . . . . . . . . . . . . . . . . .
Re-Forecast . . . . . . . . . . . . . . . . . . . . .
View Trends . . . . . . . . . . . . . . . . . . . . .
Operations . . . . . . . . . . . . . . . . . . . . . . .
Allow backdating of VCT event during entry . . . . . .
Hide VCT Arrivals Column . . . . . . . . . . . . . . .
Hide VCT Checkin Column . . . . . . . . . . . . . . .
Hide VCT Checkout Column . . . . . . . . . . . . . .
Hide VCT Inventory Adjustment Column . . . . . . . .
Hide VCT Inventory Balance Column . . . . . . . . . .
Hide VCT WIP Balance Column . . . . . . . . . . . .
View/Edit My VCT. . . . . . . . . . . . . . . . . . .
View/Edit VCT Queue Configuration . . . . . . . . . .
View/Edit VCT Tracking . . . . . . . . . . . . . . . .
Personal Schedule Preferences . . . . . . . . . . . . . .
View Personal Schedule Preferences In Simple Mode . .
Pulse . . . . . . . . . . . . . . . . . . . . . . . . . .
View Pulse . . . . . . . . . . . . . . . . . . . . . .
Schedule Publishing . . . . . . . . . . . . . . . . . . .
Publish Schedule for Campaign . . . . . . . . . . . .
Publish Schedule for Organization . . . . . . . . . . .
Schedule Viewing . . . . . . . . . . . . . . . . . . . .
Configure Display Of Net Staffing In Graphical Schedules
Configure Timeoff Events Display . . . . . . . . . . .
Configure Unavailability Display . . . . . . . . . . . .
Edit Forecasting and Scheduling Calendar . . . . . . .
View Employees Schedule Comments . . . . . . . . .
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Contents
Organization . . . . . . . . . . . . .
View Activities . . . . . . . . . . .
View Employee Types . . . . . . . .
View Holidays . . . . . . . . . . .
View Job Titles . . . . . . . . . . .
View Organization . . . . . . . . .
View Skills . . . . . . . . . . . . .
Personal Profile . . . . . . . . . . . .
View Personal Profile . . . . . . . .
Reports. . . . . . . . . . . . . . . .
Access Ad Hoc Query . . . . . . . .
Administer Report Schedules . . . .
Configure Report Security . . . . . .
Deploy Reports . . . . . . . . . . .
View Ad Hoc Query . . . . . . . . .
View Report . . . . . . . . . . . .
System Management . . . . . . . . .
Configure License. . . . . . . . . .
Configure System Parameters . . . .
View Audit Trail . . . . . . . . . . .
View Caches . . . . . . . . . . . .
View System Log . . . . . . . . . .
User Preferences . . . . . . . . . . .
Customize Navigation . . . . . . . .
What If . . . . . . . . . . . . . . . .
Access to What If Mode . . . . . . .
Synchronize What If Database . . . .
My Time . . . . . . . . . . . . . . . .
My Time - My Adherence . . . . . . .
View Time Tracking Events . . . . .
My Time - Schedule . . . . . . . . . .
My Time - Time Record . . . . . . . .
My Time - View Historical Time Records
Time Record Export . . . . . . . . . . .
Time Record Management . . . . . . .
Approve Time Records . . . . . . .
View Employee Time Intervals . . . .
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Chapter 1
Workforce Management
Roles
To meet the needs of a broad spectrum of enterprises, the Workforce Management
portion of the Workforce Optimization Solution is available in pre-packaged solutions
that deliver different levels of functionality.
The Operational Series Workforce Management Package is comprised of functionality
designed to optimize employee performance, reduce risk, and automate manual
processes such as forecasting and scheduling. It includes:
Forecasting and SchedulingClient software used for daily and weekly forecasting
and scheduling.
Web-Enabled Self-ServiceA standard, web-based interface module for employees,
supervisors, and administrators.
Advanced AdherenceReal-time employee adherence tracking, adherence
management capabilities for monitoring adherence to schedule for deferred media,
including aux codes and non-phone-based activities, as well as enabling
management of adherence exceptions.
Basic ScorecardsPre-defined role-appropriate scorecards with pre-packaged
Workforce Management and Quality Key Performance Indicators (KPIs), which
display actual performance information on a daily basis.
CoachingAllows contact centers to make employee coaching a part of daily
operations. It provides out-of-the-box workflow for scheduling, delivering, and
tracking employee coaching that is integrated with individual quality monitoring
evaluation scores and key performance indicators (KPIs).
Our Advanced Series Workforce Management Package builds on the Operational Series
functionality, and focuses on optimizing enterprise performance by raising first call
resolution rates, increasing enterprise revenue generation, and ensuring consistent
customer experiences.
In addition to those functions included in the Operational Series, the Advanced Series
includes:
Strategic PlannerAllows you to plan long term for multi-skilled contact center and
enterprise back-office environments, assess the operational and financial benefits
and impacts of different scenarios before making decisions, increase forecasting
accuracy with sophisticated analysis of historical data, plan your resources to
reflect projected customer demand and corporate objectives, develop optimal
staffing plans that minimize costs while meeting service goals, and provide
executives with the information they need to review and rapidly approve budgets
and plans.
Our Strategic Series Workforce Management Package builds on the Advanced Series
functionality.
In addition to those functions included in the Advanced Series, the Strategic Series
includes:
Optional functions for the above packages include among other functions:
11
Strategic Planner
Pulse
Alerts
Standard reports
Ad-hoc reports
Advanced Adherence
KPI Design (includes all the functionality of Basic Scorecards and Advanced
Scorecards)
The Workforce Management Express package is designed specifically for centers with up
to 150 seats, it combines many of the workforce management capabilities used by large
contact centers into a prepackaged, affordable solution thats easy to use and fast to
deploy.
Impact 360 Express Workforce Management can help reduce overstaffing and overtime,
provide employees with the schedules they actually prefer, identify time-off
opportunities, and reduce shrinkage. Whats more, it can automate routine
administrative tasks, freeing your supervisors to coach their staff.
With Impact 360 Express Workforce Management, your smaller contact center can
simplify and automate the complex task of forecasting and scheduling, enhance
employee morale, and increase productivity. Its a smart solution that can deliver a
return on investment quickly.
12
employee exceptions graphically across the entire day in real time, allowing
supervisors to approve or deny them in one-minute increments.
Better still, Impact 360 Express Workforce Management can enable you to perform
what-if analyses to assess different staffing strategies, such as full time versus part
time. This can help you make informed decisions using data that would be very
difficult if not impossible to evaluate using spreadsheets.
Agent Self-Service Employees can easily manage and contribute to their own
schedules without impacting service levels. They can request preferences for start
times (by day), overtime, and days off in the week, and view published schedules
using their browser-based interface. They can also post, negotiate, and request full
or partial-day shift swaps via an online swap board which is monitored by an
automatic conflict checker and forwarded to managers for quick and easy
processing. This can build morale and retention while allowing your managers to
focus on coaching.
Reporting Impact 360 Express Workforce Management includes out-of-the-box
reports on center activity, adherence, performance, staffing, time off, and more. It
also provides audit trail functionality that shows system administrators the changes
made to the system, such as modifications to schedules, roles, permissions,
forecasts, employee attributes, and more.
Multi-ContactThis optional functionality enables forecasting and scheduling for
additional media other than phone, such as chat, e-mail, etc.
Shift Bidding This optional functionality introduces greater fairness in awarding
shifts by automatically factoring in seniority, rank, and unique tie-breaking bonus
points to assign shifts. Supervisors can allocate bonus points to staff to recognize
extra effort, and employees can choose to use them to elevate their position in the
bid. The system also immediately informs employees of the chances of getting their
shifts, setting expectations ahead of time.
Time-off Manager Using this optional functionality, you can streamline routine
tasks associated with time-off requests. Employees can request, be wait-listed,
withdraw, and view the status of their time-off requests. Requests can be routed for
approval by managers or automatically processed based on rules you define.
This guide assumes at a minimum that you have the Operational Series. Modules and
functions that are either optionally available or are only available in the Advanced Series
or Strategic Series are appropriately identified in the text.
Verint Systems Workforce Optimization Solution includes the functions described in this
Workforce Management guide. For that reason, you will at times see the product referred
to as the Workforce Optimization Solution and at other times as Workforce Management.
Access to all functions in the Workforce Optimization Solution is controlled through the
use of roles. A role defines the privileges a user can have; each user must be assigned a
role in order to log into the Workforce Optimization Solution and the Workforce
Optimization Solution will display or enable only those functions a users role provides
access to. In Scorecards, your participation in KPIs is based on roles. In one sense, roles
are basically used to group privileges to facilitate assigning privileges to users.
The Workforce Optimization Solution comes with a number of predefined roles. These
roles are discussed in a separate guide, the Enterprise Suite User Management Guide.
13
Each users role is also assigned a scope. There are a number of scopes within
Workforce Management, the most common being:
Generic
Organization
Campaign
Report
Organization and campaign scope are used to control access to organization- and
campaign-related information. For example, a manager may have access to the records
of people in his own organization but not those in other organizations, or a scheduler
can have rights to schedule Campaign A, but not Campaign B. Roles limited to generic
(non-organizational and non-campaign) functions do not have scopes.
The association of role to scope assignment to a user defines that user's access rights.
14
Chapter 2
Workforce Management
Privileges
This chapters organization reflects the way that privileges are displayed on the Roles
Setup page. It comprises the following top-level areas:
Adherence, page 15
Coaching, page 18
eLearning, page 23
Framework, page 51
My Time, page 67
Adherence
Adherence
Authorize Adherence Exceptions
The role can authorize adherence exceptions using the Adherence tab of the
Adherence section of the Tracking module.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Branch Administrator, Branch Manager, Manager, Scheduler,
Supervisor
Adherence
Scope: Organization
16
Basic Adherence
Who is in
View Who is in Status
The role can, via a preference setting, choose to to display a column to the left of
employee names in the employee lists, such as that on the Quick View tab of the
Adherence section of the Tracking module or the employee lists seen in the User
Management module. The column displays an icon for each employee; colored icons
indicate that the employee is logged in, while grayed icons indicate that the employee is
not.
License Category: Advanced Adherence
Enabled by default for: Manager, Supervisor
Scope: Generic
Basic Adherence
Adherence Configuration
View Adherence Mapping
The role can view the Adherence Mapping for each organization's activities using the
Adherence Mapping tab of the Activities section of the Organization Management
module. Adherence mapping allows alternate activities to be selected that are
considered in adherence when an employee is scheduled for a particular activity. For
example, if an activity called Email is mapped to the scheduled activity Answercalls,
employees are considered in adherence if they are performing either activity.
The page displays the adhering actual activities mapped to the scheduled activities.
Scheduled activities are activities that can be used in shifts, shift events, calendar
events, unavailabilities, or time off.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator, Scheduler
Scope: Organization
17
Coaching
The page displays the adhering actual activities mapped to the scheduled activities.
Scheduled activities are activities that can be used in shifts, shift events, calendar
events, unavailabilities, or time off.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator, Scheduler
Scope: Organization
Basic Adherence
View Adherence
The role can view employee adherence using the Adherence tab of the Adherence
section of the Tracking module.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Supervisor
Scope: Organization
Coaching
These privileges are only visible if you are licensed for the optional Coaching feature.
18
Coaching
Coaching Admin
View Coaching Results
The role can view coaching results in the Coaching Results tab of the Organization
Management modules Coaching section.
License Category: Coaching
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager
Scope: Organization
19
Coaching
20
Coaching
21
Coaching
My Coaching Sessions
View Contact Attachments
The role can view contact attachments in the My Coaching section.
License Category: Quality Monitoring
Enabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch
Administrator, Branch Employee, Branch Manager, Manager, Scheduler, Supervisor
Scope: Generic
View My Coaching
The role can view evaluation attachments in the My Coaching section.
License Category: Coaching
Enabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch
Administrator, Branch Employee, Branch Manager, Manager, Scheduler, Supervisor
Scope: Generic
22
eLearning
eLearning
This set of privileges are only visible if you are licensed for the optional eLearning
features.
Competencies
View Competencies
This role can set competencies for students and map them to lessons, forms, and/or
KPIs using either the Settings or Mappings tab of the Competencies section of the
Learning module.
License Category: eLearning Competencies
Enabled by default for: Administrator, Manager
Scope: Organization
View My Competencies
A user with this privilege can view the users competency rankings using Competencies
View tab of the My Learning section of the My Home module.
License Category: eLearning Competencies
Enabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch
Administrator, Branch Employee, Manager, Branch Manager, Scheduler, Supervisor
Scope: Generic
23
eLearning
Competency Assignments
View Competency Assignments
This role can assign competencies for students using the Competency Requirements
section of the Learning module.
License Category: eLearning Competencies
Enabled by default for: Administrator, Manager
Scope: Organization
Lessons Assignments
View Lesson Assignment
This role can create lesson assignments for students using the various tabs of the
Lesson Assignments section of the Learning module.
License Category: Competency-based Learning
Enabled by default for: Administrator, Manager
Scope: Organization
Lessons
Add / Remove Availability
This role can add and remove lesson availability for students using the various tabs of
the Lessons section of the Learning module.
24
eLearning
View Lessons
This role can create lesson topics, upload content, create lesson blocks and lesson
availability for students using the various tabs of the Lessons section of the Learning
module.
License Category: Competency-based Learning
Enabled by default for: Administrator, Manager
Scope: Generic
View My Lessons
This role can view and access lesson assignments using the Current Assignments or
Learning History tabs of the My Learning section of the My Home module.
License Category: Competency-based Learning
Enabled by default for: AdHocQueryAnalyst, Administrator, Agent, Manager,
Scheduler, Supervisor
Scope: Generic
25
eLearning
Review
Review Competencies
This role can review student competency rankings after clicking Learning > Review >
Competencies
License Category: eLearning Competencies
Enabled by default for: Administrator, Manager, Supervisor
Scope: Organization
Review Lessons
This role can review lesson results for students in groups, organizations, or as
individuals, using the Lesson History or People History tabs of the Review section of
the Learning module.
License Category: Competency-based Learning
Enabled by default for: Administrator, Manager, Supervisor
Scope: Organization
Adjust Lessons
This role can adjust lesson scores achieved by students using the Lesson History or
People History tabs of the Review section of the Learning module.
License Category: Competency-based Learning
Enabled by default for: Administrator, Manager, Supervisor
Scope: Organization
26
View Campaign
The role can view campaign weeks in Forecasting and Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Campaign
Configure Campaign
The role can modify campaign weeks in Forecasting and Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler
Scope: Campaign
Delete Campaign
The role can delete campaign weeks in Forecasting and Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Manager, Scheduler
Scope: Generic
View Forecasting
The role can view forecasts.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler
Scope: Generic
Clear Base Forecast
The role can overwrite the current base forecast for a campaign week in Forecasting and
Scheduling.
27
IntraDay
Re-Forecast
The role can save a future trend combined with a base forecast as a new forecast using
the Pulse tab of the Pulse section of the Tracking module.
28
View Trends
The role can enable the display of trends in Pulse views, using the Pulse tab of the
Pulse section of the Tracking module, to display deviations from the forecast for
certain statistics.
License Category: Intraday
Enabled by default for: Manager, Scheduler
Scope: Campaign
Configure Trends
The role can configure the time periods and convergence effect for trends, using the
Pulse tab of the Pulse section of the Tracking module.
License Category: Intraday
Enabled by default for: Scheduler
Scope: Campaign
Operations
Allow backdating of VCT event during entry
If the site is licensed for Operations, the role can change dates on the History tab of the
Volumes section of the Tracking module, to reflect workloads completed in the past.
License Category: Operations
Enabled by default for: Manager
Scope: Generic
29
30
View/Edit My VCT
If the site is licensed for Operations, the role can view the Work and History tabs of the
My Volumes section of the My Home module, to track workload of various types as it
arrives, is completed, and pending (backlogged) through the day and week, and to view a history of
entered and completed work.
License Category: Operations
Enabled by default for: Agent
Scope: Generic
arrives, is completed, and pending (backlogged) through the day and week, and to view a history of
employees entered and completed work.
License Category: Operations
Enabled by default for: Manager
Scope: Generic
31
Pulse
View Pulse
The role can view call center data throughout the day as well as historical data using the
Pulse tab of the Pulse section of the Tracking module.
License Category: Forecasting and Scheduling, ACD Monitoring
Enabled by default for: Manager, Scheduler, Supervisor
Scope: Generic
32
Schedule Publishing
Publish Schedule for Campaign
The role can publish a campaigns schedule in Campaign mode from Forecasting and
Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Scheduler
Scope: Campaign
33
Schedule Viewing
Configure Display Of Net Staffing In Graphical Schedules
The role can toggle the display of Net Staffing in the graphical schedule pages (My
Home\My Schedule\Personal, My Home\My Schedule\Graph,
Tracking\Roster\Schedules).
License Category: Time Management, Shift Requests
Enabled by default for: Agent, Manager, Scheduler, Supervisor
Scope: Generic
34
35
36
37
38
39
40
Scope: Organization
41
Scope: Generic
42
43
44
45
Scope: Generic
46
enables managers in the selected organization to view and act on Time Off Requests
from their employees. It also enables managers to access the Time Off Calendar.
enables employees in the selected organization to view, create, and edit Time Off
Requests. It also enables employees to access the Time Off Calendar.
47
48
Scope: Organization
Workloads
View Media Types
The role can view media types in the System Management module, General Settings
section, Media Types tab.
License Category: ACD Monitoring, Operations, Forecasting and Scheduling
49
View Queues
The role can view information about their queues using the Queues section of the
Organization Management module.
License Category: Forecasting and Scheduling, ACD Monitoring
Enabled by default for: Administrator
Scope: Organization
Configure Queues
The role can edit information about their queues using the Queues section of the
Organization Management module.
License Category: Forecasting and Scheduling, ACD Monitoring
Enabled by default for: Administrator
Scope: Organization
Work Rules
Edit Work Rules
The role can edit information about their work rules using the Work Rules section of
the User Management module.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Scheduler
Scope: Organization
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Framework
Scope: Organization
Framework
Alerts
My Notifications
Description: The role can view their notifications using the My Notifications tab of the
My Home module.
License Category: Alerts
Enabled by default for: All roles.
Scope: Generic
51
Framework
View Notifications
Description: The role can view notification messages and recipients using the
Notifications section of the Tracking module.
License Category: Alerts
Enabled by default for: Administrator, Manager, Supervisor.
Scope: Generic
Send Notifications
Descriptions: The role can send notifications to other users using the Internal
Message drop down option of the top bar Send Message options.
License Category: Alerts
Enabled by default for: Administrator, Manager, Supervisor.
Scope: Generic
Update Notifications
Descriptions: The role can view notification messages and recipients using the
Notifications section of the Tracking module.
License Category: Alerts
Enabled by default for: Administrator, Manager, Supervisor.
Scope: Generic
52
Framework
Authorization
View Access Rights
The role can view employees access right, using the Access Rights tab of the User
Management module.
License Category: None
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization
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Framework
54
Framework
Dashboards
These privileges are only visible if you are licensed for the optional Dashboards feature.
Edit Dashboards
The role can set and modify dashboards using the Administration tab of the
Dashboards section of the Organization Management module.
License Category: Dashboards
Enabled by default for: Administrator
Scope: Organization
View Dashboards
The role can view dashboards using the My Dashboards section of the My Home
module.
License Category: Dashboards
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization
Data Sources
View Data Source Groups
The role can view information about data source groups.
License Category: Forecasting and Scheduling, Operations, ACD Monitoring, Desktop
Monitoring, Voice Recording
Enabled by default for: Administrator, Branch Administrator
Scope: Organization
55
Framework
Employees
View Employees
The role can view employee information using the tabs in the User Management
module.
License Category: None
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Scheduler, Supervisor
Scope: Organization
Add/Edit/Terminate Employees
The role can add employees, edit employee information, or terminate employees
(specify an end date) using the Profile tab in the User Management module.
License Category: None
Enabled by default for: Administrator, Manager
Scope: Organization
Import Employees from Domain
The role can import the user currently logged into Windows as a user of Impact 360.
License Category: None
Enabled by default for: Administrator, Manager
Scope: Organization
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Framework
Gadgets
Edit Gadgets
Description: The role can edit the Gadget administration using the Gadgets tab of the
Organization Management module.
License Category: Gadgets
Enabled by default for: Administrator
Scope: Organization
View Gadgets
Description:
License Category: The role can view the current Gadget administration using the
Gadgets tab of the Organization Management module.
Enabled by default for: Administrator, Manager, Scheduler, Supervisor.
Scope: Organization
Group Access
View Group
The role can view employee groups, but only those employee groups for which the user
has access rights. Without this privilege, the user would not be able to see any
employee groups, regardless whether the users role provided access rights to the
employee group.
License Category: None
Enabled by default for: Administrator, Manager, Supervisor
Scope: Group
57
Framework
58
Framework
Organization
View Activities
The role can view activities using the tabs in the Activities section of the Organization
Management module.
License Category: Forecasting and Scheduling, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Scheduler
Scope: Organization
View Holidays
The role can view holidays using the Holidays tab in the Organizations section of the
Organization Management module.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization
Configure Holidays
The role can view, edit, copy, create, and delete holidays using the Holidays tab in the
Organizations section of the Organization Management module.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator
Scope: Organization
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Framework
View Organization
The role can view organization information using the Settings tab in the
Organizations section of the Organization Management module and in Forecasting
and Scheduling.
License Category: None
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Scheduler, Supervisor
Scope: Organization
Configure Organization
The role can modify organization information using the Settings tab in the
Organizations section of the Organization Management module and in Forecasting
and Scheduling.
License Category: None
Enabled by default for: Administrator, Scheduler
Scope: Organization
Create Organization
The role can create organizations using the Settings tab in the Organizations section
of the Organization Management module and in Forecasting and Scheduling.
License Category: None
Enabled by default for: Administrator
Scope: Organization
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Framework
Delete Organization
The role can delete organizations using the Settings tab in the Organizations section
of the Organization Management module and in Forecasting and Scheduling.
License Category: None
Enabled by default for: Administrator
Scope: Organization
View Skills
The role can view skills using the Skills tab in the Organizations section of the
Organization Management module.
License Category: None
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization
Configure Skills
The role can view, edit, copy, create, and delete using the Skills tab in the
Organizations section of the Organization Management module.
License Category: None
Enabled by default for: Administrator
Scope: Organization
61
Framework
Personal Profile
View Personal Profile
The role can view their own profile information using the Personal Information tab in
the My Profile section of the My Home module.
License Category: None
Enabled by default for: AdHocQueryAnalyst, Administrator, Agent, Branch
Administrator, Branch Employee, Branch Manager, Manager, Scheduler, Supervisor
Scope: Generic
Reports
Access Ad Hoc Query
The role can launch the Cognos Query Studio using the Ad Hoc Reports section of the
Reports module. The role can then create, modify, view, and delete ad hoc reports.
License Category: Reports
Enabled by default for: AdhocQueryAnalyst, Branch Administrator, Branch Manager
Scope: Generic
62
Framework
Deploy Reports
The role can deploy custom reports using the Deployment section of the Reports
module.
License Category: Reports
Enabled by default for: Administrator, Branch Administrator
Scope: Generic
63
Framework
View Report
The role can view report instances using the View button on the Instances tab of the
Requests & Results section of the Reports module.
License Category: Reports
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Scheduler, Supervisor
Scope: Report
Run Report
The role can run reports using the Parameters tab of the Requests & Results section
of the Reports module.
License Category: Reports
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Scheduler, Supervisor
Scope: Generic
64
Framework
System Management
Configure License
The role can update the license using the Update License button on the License
side-bar navigation element of the General Settings section of the System
Management module.
License Category: None
Enabled by default for: Administrator, Branch Administrator
Scope: Generic
View Caches
The role can view the system caches using the Cache side-bar navigation element of
the General Settings section of the System Management module.
License Category: None
Enabled by default for: None
Scope: Generic
65
Framework
Scope: Generic
User Preferences
Customize Navigation
The role customize the navigation settings in the Navigation container of user
preferences.
License Category: None
Enabled by default for: Adhoc Query Analyst, Administrator, Agent, Branch
Administrator, Branch Employee, Branch Manager, Manager, Reconfiguration
Administrator, Scheduler, Supervisor
Scope: Generic
What If
Access to What If Mode
The role can enter What If mode.
License Category: None
Enabled by default for: Administrator, Scheduler
Scope: Generic
66
My Time
My Time
My Time - My Adherence
This privilege is only available if you are licensed for the separately licensed My
Adherence feature. The role can access the My Adherence tab of the My Time section
of the My Home module.
License Category: My Adherence
Enabled by default for: Agent, Branch Administrator, Branch Employee, Branch
Manager, Supervisor
Scope: Generic
My Time - Schedule
The role can access the Schedule tab of the My Time section of the My Home module.
License Category: My Time
Enabled by default for: Agent, Branch Administrator, Branch Employee, Branch
Manager, Supervisor
Scope: Generic
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68
Chapter A
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Adherence
Adherence
2006 - 2011 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Privilege
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Coaching
Coaching Admin
View Coaching Results
Configure Coaching Results
View Coaching Session Types
Configure Coaching Session Types
Manage Coaching Sessions
View Contact Attachments
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Privilege
71
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
My Coaching Sessions
View Contact Attachments
View My Coaching
eLearning
Competencies
Manage Competencies View
Manage Competencies Edit
My Competencies View
Competency Assignments
Assign Competency View
Assign Competency Edit
Lessons
Manage Lesson View
Manage Lesson Edit
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My Lessons View
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Privilege
Review Competencies
Review Lessons
Lessons Assignments
Assign Lessons View
Assign Lessons Edit
Review
Adjust Lessons
Forecasting and Scheduling
Campaign
Create Campaign
Configure Campaign
View Campaign
Delete Campaign
Modify Forecast
73
IntraDay
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
2006 - 2011 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Privilege
View Trends
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Re-Forecast
Configure Trends
Operations
Allow backdating of VCT event during entry
View/Edit My VCT
Pulse
View Pulse
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Privilege
74
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
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Privilege
75
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
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Privilege
76
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
2006 - 2011 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Privilege
77
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
2006 - 2011 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Privilege
78
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Workloads
View Data Source Groups
Configure Data Source Groups
View Queues
Configure Queues
Framework
Alerts
Send Popup Messages
2006 - 2011 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Privilege
79
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Authorization
View Access Rights
Configure Access Rights
View User Information
Edit User Information
View User Roles
Configure User Roles
Dashboards
Edit Dashboards
View Dashboards
Data Sources
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Privilege
80
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Group Access
Configure Group
View Group
View Activities
View Holidays
Configure Holidays
View Job Titles
Configure Job Titles
View Organization
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Privilege
81
Create Organization
Delete Organization
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Configure Organization
People
View People
Add/Edit/Terminate People
Personal Profile
Deploy Reports
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Privilege
82
Run Report
Configure License
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
System Management
View Caches
View System Log
Configure System Log
What If
Access to What If Mode
My Time
My Time - Schedule
My Time - My Adherence
View Time Tracking Events
83
Quality Monitoring
2006 - 2011 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Privilege
Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Adhoc Query Analyst
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Privilege
84
2006 - 2011 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
85
2006 - 2011 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
86