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Avaya Aura Workforce Optimization

Workforce Management Roles and Privileges Guide

Release 12.0

May 2013

(i) by an unlimited number of "Anonymous Users" to set personal preferences, view, run,
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Contents

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8


1

Workforce Management Roles

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Workforce Management Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15


Adherence. . . . . . . . . . . . . . . .
Adherence . . . . . . . . . . . . . .
Authorize Adherence Exceptions . . .
Load and Playback Agent Interactions
View Quick View . . . . . . . . . .
View Time Records (Day Details). . .
Who is in . . . . . . . . . . . . . . .
View Who is in Status . . . . . . . .
Basic Adherence . . . . . . . . . . . . .
Adherence Configuration . . . . . . . .
View Adherence Mapping . . . . . .
View Time Collections Mapping . . .
Basic Adherence . . . . . . . . . . .
View Adherence . . . . . . . . . .
Coaching . . . . . . . . . . . . . . . .
Coaching Admin . . . . . . . . . . . .
View Coaching Results . . . . . . .
View Coaching Session Types . . . .
Manage Coaching Sessions. . . . . . .
View Contact Attachments . . . . . . .
Add /Delete Contact Attachments . .
View Evaluation Attachments. . . . . .
Add /Delete Evaluation Attachments .
View Manage Coaching . . . . . . . .
Configure Coaching Sessions . . . .
My Coaching Sessions . . . . . . . . .
View Contact Attachments. . . . . .
View Evaluation Attachments . . . .
View My Coaching . . . . . . . . .

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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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Workforce Management Roles and Privileges Guide


Confidential and Proprietary Information of Verint Systems Inc.

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23
23
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24
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25
25
26
26
26
27
27
27
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28
28
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30
30
30
30
30
31
31
31
31
31
32
32
33
33
33
34
34
34
34
34
34

Contents

View Employees Schedules . . . . . . . . . . . .


View Forecasting and Scheduling Calendar . . . . .
View Organization Schedules . . . . . . . . . . .
View Personal Schedule Comments . . . . . . . .
View Personal Schedules . . . . . . . . . . . . .
Shift Bidding Processing . . . . . . . . . . . . . . .
Escalate Denied Shift Bids . . . . . . . . . . . . .
View Personal Shift Bids. . . . . . . . . . . . . .
View Shift Bids for Employee . . . . . . . . . . .
Shift Bidding Setup . . . . . . . . . . . . . . . . .
Configure Shift Bidding Auto Processing . . . . . .
Configure Shift Bidding Filing Rules . . . . . . . .
Configure Shift Bidding Policies . . . . . . . . . .
Configure Shift Bidding Settings . . . . . . . . . .
Configure Shift Bidding Validation Rules . . . . . .
Purge Shift Bidding Requests . . . . . . . . . . .
View Shift Bidding Auctions . . . . . . . . . . . .
Shift Requests & Changes Processing . . . . . . . . .
Escalate Denied Request . . . . . . . . . . . . .
View Personal Shift Requests & Changes . . . . . .
View Shift Requests & Changes for Employee . . . .
Shift Requests & Changes Setup . . . . . . . . . . .
Configure Shift Requests & Changes Auto Processing
Configure Shift Requests & Changes Filing Rules . .
Configure Shift Requests & Changes Policies . . . .
Configure Shift Requests & Changes Settings . . . .
Configure Shift Requests & Changes Validation Rules
Purge Shift Requests & Changes . . . . . . . . . .
Shift Swap Processing . . . . . . . . . . . . . . . .
Escalate Denied Request . . . . . . . . . . . . .
Read / Write to Swap Board . . . . . . . . . . . .
View Employee Skills . . . . . . . . . . . . . . .
View Personal Skills . . . . . . . . . . . . . . . .
View Personal Swap Requests . . . . . . . . . . .
View Swap Requests for Employee . . . . . . . . .
Shift Swap Setup . . . . . . . . . . . . . . . . . .
Configure Shift Swap Auto Processing . . . . . . .
Configure Shift Swap Filing Rules . . . . . . . . .
Configure Shift Swap Policies . . . . . . . . . . .
Configure Shift Swap Settings . . . . . . . . . . .
Configure Shift Swap Validation Rules . . . . . . .
Purge Shift Swap Requests . . . . . . . . . . . .
Time Off Processing . . . . . . . . . . . . . . . . .
Add Request to Waitlist . . . . . . . . . . . . . .
Escalate Denied Request . . . . . . . . . . . . .
View Personal Time Off Calendar. . . . . . . . . .
View Personal Time Off Requests . . . . . . . . .

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Workforce Management Roles and Privileges Guide


Confidential and Proprietary Information of Verint Systems Inc.

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35
35
35
35
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36
36
36
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37
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37
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38
38
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39
39
39
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40
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41
41
41
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42
42
43
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44
44
44
44
44
44
45
45
45
45
45
46

Contents

View Personal Time Off Summary . . .


View Time Off Calendar . . . . . . . .
View Time Off Requests for Employee .
Time Off Setup . . . . . . . . . . . . .
Activate Time Off Workflow . . . . . .
Configure Time Off Auto Processing . .
Configure Time Off Calendar Colors . .
Configure Time Off Filing Rules . . . .
Configure Time Off Policies . . . . . .
Configure Time Off Validation Rules . .
Configure Time Off Year for Employees .
Purge Time Off Requests . . . . . . .
View Time Off Pools. . . . . . . . . .
Workloads . . . . . . . . . . . . . . .
View Media Types . . . . . . . . . . .
View Queues . . . . . . . . . . . . .
Work Rules . . . . . . . . . . . . . . .
Edit Work Rules. . . . . . . . . . . .
View Work Rules . . . . . . . . . . .
Framework . . . . . . . . . . . . . . . .
Alerts . . . . . . . . . . . . . . . . .
My Notifications . . . . . . . . . . .
Send Popup Message . . . . . . . . .
View Alerts Setup. . . . . . . . . . .
View Campaign Alerts Rules . . . . . .
View Notifications. . . . . . . . . . .
View Organization Alerts Rules . . . .
View System Alerts Rules . . . . . . .
Authorization . . . . . . . . . . . . . .
View Access Rights . . . . . . . . . .
View User Information . . . . . . . .
View User Roles . . . . . . . . . . .
Dashboards. . . . . . . . . . . . . . .
Edit Dashboards . . . . . . . . . . .
View Dashboards . . . . . . . . . . .
Data Sources . . . . . . . . . . . . . .
View Data Source Groups . . . . . . .
View Data Sources . . . . . . . . . .
Employees . . . . . . . . . . . . . . .
View Employees . . . . . . . . . . .
Gadgets . . . . . . . . . . . . . . . .
Edit Gadgets . . . . . . . . . . . . .
View Gadgets . . . . . . . . . . . .
Group Access . . . . . . . . . . . . . .
View Group . . . . . . . . . . . . .
Integration Server Access . . . . . . . .
View Only Access to Integration Server

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Workforce Management Roles and Privileges Guide


Confidential and Proprietary Information of Verint Systems Inc.

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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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Workforce Management Roles and Privileges Guide


Confidential and Proprietary Information of Verint Systems Inc.

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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.

Chapter 1 - Workforce Management Roles

In addition to those functions included in the Operational Series, the Advanced Series
includes:

Time Off Management (TOM)A web-based module allowing employees to request


and supervisors to manage employees time-off and vacation requests.
This module is also an option for the Operational Series.

Advanced ScorecardsA superset of the scorecards found in Basic Scorecards, as


well as the ability to display trend information compared to goals.
An even deeper level of functionality for Scorecards is provided with KPI Design, which
provides users with the ability to define additional data sources types, source measures,
KPIs, and to connect custom adapters from these additional data sources.

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:

Learning Lesson ManagementEnables employees and supervisors to access


on-demand learning, to enhance their skills, and to increase their productivity and
performance.
Content Produceran application comprised of editing, authoring, and conversion
tools to develop interactive clips for internal training and assessment.

Optional functions for the above packages include among other functions:

Multi-ContactEnables forecasting and scheduling for additional media other than


phone, such as chat, e-mail, etc.
Shift BiddingA web-based module facilitating automated shift bidding.
Multi WeekEnables you to schedule over a multi-week period rather than one
week at a time.
OperationsAllows volume control and workload management, particularly with the
financial services arena.
ProjectsNominally part of the Multi-Contact functions, this separately licensed
feature expands the solutions functionality to meet the needs of
non-customer-facing activities in the financial services and banking arenas.
Queue HoppingAllows you to schedule employees to work on different queues at
different times.

Workforce Management Roles and Privileges Guide


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11

Chapter 1 - Workforce Management Roles

Our Performance Management Series Workforce Management Package is similar to the


Advanced Series Workforce Management Package. It includes:

Strategic Planner

Volume Capture (part of the Operations functions mentioned above)

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.

Forecasting and Scheduling Impact 360 Express Workforce Management


integrates with your ACD and uploads historical data directly from its database. You
can use this data to forecast future contact volume and handle times for daily or
weekly projections. You also can set up profiles to model contact volume behavior
for recurring events and circumstances.
Impact 360 Express Workforce Management helps you produce optimal schedules
down to the quarter hour by balancing defined shift rules, work patterns, breaks,
off-phone times, targeted service-level goal, and employee skills, proficiencies, and
preferences. By better aligning staffing levels with contact volumes, it can help
drive down costs.

Planning, Adherence, and Management Impact 360 Express Workforce


Management tracks key operational metrics so you can take corrective action right
away. This intra-day functionality provides a real-time, graphical view of forecasted,
actual, and predicted contact volume, handle time, service-level statistics, and
other critical information. You can configure email alerts to notify users of deviations
from plan and adjust your staffing accordingly.
Whats more, Impact 360 Express Workforce Management can provide a complete
picture of adherence. You can simultaneously compare your employees actual
activities against their schedules, review a breakdown of adherence per activity, and
manage exceptions, helping minimize shrinkage in your center. Supervisors can
receive instant alerts for out-of-adherence states, helping them correct problems
right away. An advanced adherence exception management function shows

Workforce Management Roles and Privileges Guide


Confidential and Proprietary Information of Verint Systems Inc.

12

Chapter 1 - Workforce Management Roles

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.

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Chapter 1 - Workforce Management Roles

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.

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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

Basic Adherence, page 17

Coaching, page 18

eLearning, page 23

Forecasting and Scheduling, page 27

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

Chapter 2 - Workforce Management Privileges

Adherence

Scope: Organization

Load and Playback Agent Interactions


The role can use the Load Interactions and Playback buttons on the Adherence tab
of the Adherence section of the Tracking module to load and then play back an
agents interactions.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Manager, Supervisor
Scope: Organization

View Quick View


The role can access the Quick View tab of the Adherence section of the Tracking
module to view a summary of the current adherence status for the selected employees.
License Category: Advanced Adherence, ACD Monitoring
Enabled by default for: Branch Administrator, Branch Manager, Manager, Scheduler,
Supervisor
Scope: Organization

View Time Records (Day Details)


The role can access the Day Details tab of the Adherence section of the Tracking
module to view the time records for individuals or groups of individuals for the selected
date.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Branch Administrator, Branch Manager, Manager, Supervisor
Scope: Organization

Edit Time Records (Day Details)


The role can access the Day Details tab of the Adherence section of the Tracking
module to add, edit, delete, or approve individual time records, end a shift, or approve
the entire day.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Branch Administrator, Branch Manager, Manager, Supervisor
Scope: Organization

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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

Configure Adherence Mapping


The role can view and edit 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.

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Chapter 2 - Workforce Management Privileges

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

View Time Collections Mapping


The role can view Time Collector Mappings for each organization's activities, using the
Time Collector tab of the Activities section of the Organization Management
module. Time Collector Mappings allow the reason code of a data source to be mapped
to an organization's activities. For example, a reason code Idle+2 (3, 2) could be
mapped to activity Lunch.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator
Scope: Organization

Configure Time Collections Mapping


The role can view, add, remove, and edit Time Collector Mappings for each
organization's activities, using the Time Collector tab of the Activities section of the
Organization Management module. Time Collector Mappings allow the reason code of
a data source to be mapped to an organization's activities.
License Category: Basic Adherence, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator
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.

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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

Configure Coaching Results


The role can create, edit, delete, activate, and deactivate 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

View Coaching Session Types


The role can view coaching session types in the Coaching Session Types tab of the
Organization Management modules Coaching section.
License Category: Coaching
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager
Scope: Organization

Configure Coaching Session Types


The role can create, edit, delete, activate, and deactivate coaching session types in the
Coaching Session Types tab of the Organization Management modules Coaching
section.
License Category: Coaching
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager
Scope: Organization

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Coaching

Manage Coaching Sessions


View Contact Attachments
The role can view contact attachments in the Coaching modules Manage Coaching
section.
License Category: Quality Monitoring
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Supervisor
Scope: Generic

Add /Delete Contact Attachments


The role can add or delete contact attachments in the Coaching modules Manage
Coaching section.
License Category: Quality Monitoring
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Supervisor
Scope: Generic

View Evaluation Attachments


The role can view evaluation attachments in the Coaching modules Manage Coaching
section.
License Category: Quality Monitoring
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Supervisor
Scope: Generic

Add /Delete Evaluation Attachments


The role can add or delete evaluation attachments in the Coaching modules Manage
Coaching section.
License Category: Quality Monitoring
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Supervisor
Scope: Generic

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Coaching

View Manage Coaching


The role can view the Coaching modules Manage Coaching section.
License Category: Coaching
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager
Scope: Generic

Configure Coaching Sessions


The role can create and edit coaching sessions in the Coaching modules Manage
Coaching section.
License Category: Coaching
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Supervisor
Scope: Generic

Configure Specific Date/Time Schedule


The role can set a coaching session on a specific date and time on the Forecasting and
Scheduling schedule (bypassing the scheduler).
License Category: Coaching
Enabled by default for: Administrator, Branch Administrator, Supervisor
Scope: Generic

Delete Coached Sessions


The role can delete coaching sessions in the Coaching modules Manage Coaching
section.
License Category: Coaching
Enabled by default for: Administrator, Branch Administrator
Scope: Generic

Enable All Coaching Session Statuses


The role can enable coaching sessions in the Coaching modules Manage Coaching
section.
Only users having this privilege enabled are able to set back the status of a session, with
one exception: A coach can set status back from Await Coach Follow-Up to Await
Trainee Feedback.

License Category: Coaching


Enabled by default for: Administrator, Branch Administrator
Scope: Generic

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Coaching

Review Coaching Sessions


The role can review coaching sessions in the Coaching modules Manage Coaching
section.
License Category: Coaching
Enabled by default for: Administrator, Branch Administrator
Scope: Generic

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 Evaluation Attachments


The role can view evaluation 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

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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

Create / Edit / Delete Competencies


This role can edit and delete competencies for students and map them to lessons,
forms, and/or KPIs using the Settings tab of the Competencies section of the
eLearning module.
License Category: eLearning Competencies
Enabled by default for: Administrator
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

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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

Create / Edit / Delete Competency Assignments


This role can create or edit 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

Create / Edit / Delete Lesson Assignment


This role can edit 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.

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eLearning

License Category: Competency-based Learning


Enabled by default for: Administrator, Manager
Scope: Generic

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

Create / Edit / Delete Lessons


This role can edit lesson topics, 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
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

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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

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Chapter 2 - Workforce Management Privileges

Forecasting and Scheduling

Forecasting and Scheduling


Campaign
Create Campaign
The role can create campaigns in Forecasting and Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Manager, Scheduler
Scope: Generic

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.

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Forecasting and Scheduling

License Category: Forecasting and Scheduling


Enabled by default for: Administrator, Manager, Scheduler
Scope: Campaign
Create Base Forecast
The role can set the base forecast for a campaign week in Forecasting and Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler
Scope: Campaign
Edit Forecast
The role can modify the forecast for a campaign week in Forecasting and Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler
Scope: Campaign

View Service Goals


The role can view service goals.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler
Scope: Generic
Modify Service Goals
The role can overwrite the current base forecast for a campaign week in Forecasting and
Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler

View Campaign Settings


The role can view Campaign/Scheduling period information using the Settings and
Queues tabs of the Forecasting and Scheduling module.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Campaign

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.

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Forecasting and Scheduling

License Category: Intraday


Enabled by default for: Scheduler
Scope: Campaign

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

Hide VCT Arrivals Column


If the site is licensed for Operations, the role can hide the specified column of
information on the VCT Work page.
License Category: Operations
Enabled by default for: None
Scope: Generic

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Forecasting and Scheduling

Hide VCT Checkin Column


If the site is licensed for Operations, the role can hide the specified column of
information on the VCT Work page.
License Category: Operations
Enabled by default for: None
Scope: Generic

Hide VCT Checkout Column


If the site is licensed for Operations, the role can hide the specified column of
information on the VCT Work page.
License Category: Operations
Enabled by default for: None
Scope: Generic

Hide VCT Inventory Adjustment Column


If the site is licensed for Operations, the role can hide the specified column of
information on the VCT Work page.
License Category: Operations
Enabled by default for: None
Scope: Generic

Hide VCT Inventory Balance Column


If the site is licensed for Operations, the role can hide the specified column of
information on the VCT Work page.
License Category: Operations
Enabled by default for: None
Scope: Generic

Hide VCT WIP Balance Column


If the site is licensed for Operations, the role can hide the specified column of
information on the VCT Work page.
License Category: Operations
Enabled by default for: None
Scope: Generic

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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

View/Edit VCT Queue Configuration


If the site is licensed for Operations, the role can view and change settings on the Work
Queue Configuration and Arrival Patterns tabs of the Work Queues section of the
Organization Management module, to define a normal queue as a VCT Queue and link it to
an organization, and to view and edit arrival patterns that have been created. (The purpose of the

arrival pattern is to be a close representation of the distribution of intraday work to be done.)


License Category: Operations
Enabled by default for: Administrator
Scope: Generic

View/Edit VCT Tracking


If the site is licensed for Operations, the role can view the Work and History tabs of the
Volumes section of the Tracking module, to track employees workload of various types as it

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

Personal Schedule Preferences


View Personal Schedule Preferences In Simple Mode
The role can view schedule preferences, using the Schedule Preferences tab of the
My Profile section of the My Home module.
License Category: Forecasting and Scheduling
Enabled by default for: Agent, Supervisor
Scope: Generic

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Edit Personal Schedule Preferences In Simple Mode


The role can set and edit schedule preferences, using the Schedule Preferences tab of
the My Profile section of the My Home module.
License Category: Forecasting and Scheduling
Enabled by default for: Agent, Supervisor
Scope: Generic

View Over Time / Voluntary Time Off Personal Preferences


The role can view schedule preferences for overtime and voluntary time off, using the
Over Time and Voluntary Time Off Preference container on the Schedule
Preferences tab of the My Profile section of the My Home module.
License Category: Intraday
Enabled by default for: Agent, Supervisor
Scope: Generic

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

Create Public Views


The role can create Pulse views (a list of statistics to display) using the Create View
button on the Pulse tab of the Pulse section of the Tracking module.
License Category: Forecasting and Scheduling, ACD Monitoring
Enabled by default for: Scheduler
Scope: Generic

Edit Campaign Queue History


The role can edit the values for specific campaign schedule periods on the History tab
of the Pulse section of the Tracking module.
License Category: Forecasting and Scheduling, ACD Monitoring
Enabled by default for: Scheduler
Scope: Campaign

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View/Edit Pulse Notes


The role can create, edit, and view notes on the Pulse tab of the Pulse section of the
Tracking module. These notes can be assigned to queues for a particular date/time
range.
License Category: Forecasting and Scheduling, ACD Monitoring
Enabled by default for: Scheduler
Scope: Generic

View All Queue History


The role can view the values for all media types on the History tab of the Pulse section
of the Tracking module.
License Category: Forecasting and Scheduling, ACD Monitoring
Enabled by default for: Scheduler
Scope: Generic
Edit All Queue History
The role can edit the values for all media types on the History tab of the Pulse section
of the Tracking module.
License Category: Forecasting and Scheduling, ACD Monitoring
Enabled by default for: Scheduler
Scope: Generic

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

Publish Schedule for Organization


The role can publish an organizations schedule in Organization mode from Forecasting
and Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Manager, Scheduler
Scope: Organization

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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

Configure Timeoff Events Display


The role can set a preference whether time off events should be displayed in schedules.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator
Scope: Generic

Configure Unavailability Display


The role can set a preference whether unavailabilities should be displayed in schedules.
License Category: Forecasting and Scheduling
Enabled by default for: Administrator
Scope: Generic

Edit Forecasting and Scheduling Calendar


Description: The role can create and modify schedules in the Forecasting and
Scheduling module, Calendar section, Calendar tab.
License Category: Forecasting and Scheduling
Enabled by default for: Retail Manager, Scheduler
Scope: Activity

View Employees Schedule Comments


The role can view schedule comments for employees schedules. Comments are added
in Forecasting and Scheduling when an event is created, and shown on the My Home
modules My Schedule sections Group tab in Text display mode as
to the right of
the activitys time slot. Hovering over the icon displays the associated comment.
License Category: Forecasting and Scheduling
Enabled by default for: Agent, Manager, Scheduler, Supervisor
Scope: Organization

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View Employees Schedules


The role can view schedules for employees.
License Category: Forecasting and Scheduling
Enabled by default for: Branch Administrator, Branch Manager, Manager, Scheduler
Scope: Organization

View Forecasting and Scheduling Calendar


The role can view the calendar in Forecasting and Scheduling.
License Category: Forecasting and Scheduling
Enabled by default for: Scheduler
Scope: Organization

View Organization Schedules


The role can view schedules for organizations using the Group tab of the My Schedule
section of the My Home module.
License Category: Forecasting and Scheduling
Enabled by default for: Agent, Branch Administrator, Branch Employee, Branch
Manager, Manager, Scheduler, Supervisor
Scope: Organization

View Personal Schedule Comments


The role can view schedule comments for their own schedule. Comments are added in
Forecasting and Scheduling when an event is created, and shown on the My Home
modules My Schedule sections Personal tab in Text display mode as
to the right of
the activitys time slot. Hovering over the icon displays the associated comment.
License Category: Forecasting and Scheduling
Enabled by default for: Agent, Supervisor
Scope: Generic

View Personal Schedules


The role can view their personal schedule using the Personal tab of the My Schedule
section of the My Home module.
License Category: Forecasting and Scheduling
Enabled by default for: Agent, Branch Administrator, Branch Employee, Branch
Manager
Scope: Generic

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Shift Bidding Processing


Escalate Denied Shift Bids
The role can escalate a denied shift bid for consideration by the manager.
License Category: Shift Bidding
Enabled by default for: Agent, Manager, Supervisor
Scope: Generic

View Personal Shift Bids


The role can view their personal shift bids.
License Category: Shift Bidding
Enabled by default for: Agent, Manager, Supervisor
Scope: Generic

Edit Personal Shift Bids


The role can edit their personal shift bids.
License Category: Shift Bidding
Enabled by default for: Agent, Supervisor
Scope: Generic

View Shift Bids for Employee


The role can view employee shift bids.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Approve / Deny Escalated Shift Bids


The role can approve or deny shift bids that have been escalated for reconsideration.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

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Approve / Deny Pending Shift Bids


The role can approve or deny pending shift bids.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Edit Shift Bids for Employee


The role can edit employee shift bids.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Shift Bidding Setup


Configure Shift Bidding Auto Processing
The role can create and edit auto-processing rules for shift bidding using the Auto
Processing tab of the Request Management section of the Organization
Management module.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Bidding Filing Rules


The role can create and edit filing rules for shift bidding using the Filing Rules tab of
the Request Management section of the Organization Management module.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Bidding Policies


The role can create and edit shift-bidding policies using the Settings tab of the
Request Management section of the Organization Management module.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

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Configure Shift Bidding Settings


The role can create and edit shift-bidding settings using the Settings tab of the
Request Management section of the Organization Management module.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Bidding Validation Rules


The role can activate and deactivate shift-bidding validation rules using the Validation
tab of the Request Management section of the Organization Management module.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Purge Shift Bidding Requests


The role can purge employee shift bids using the Purging tab of the Request
Management section of the Organization Management module.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

View Shift Bidding Auctions


The role can view existing schedule auctions.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Campaign

Edit Employees in Shift Bidding Auctions


The role can modify the employees in existing schedule auctions using the Employees
tab of the Schedule Auctions section of the Request Management module.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

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Edit Shift Bidding Auctions


The role can modify the settings of existing schedule auctions using the Settings tab of
the Schedule Auctions section of the Request Management module.
License Category: Shift Bidding
Enabled by default for: Administrator, Manager, Scheduler
Scope: Campaign

Shift Requests & Changes Processing


Escalate Denied Request
The role can escalate a denied request for consideration by the manager.
License Category: Time Off Management, Shift Requests
Enabled by default for: Agent, Supervisor
Scope: Generic

View Personal Shift Requests & Changes


The role can view their personal requests and changes.
License Category: Time Off Management, Shift Requests
Enabled by default for: Agent, Supervisor
Scope: Generic

Create / Edit / Withdraw Personal Shift Requests & Changes


The role can create, edit, or withdraw their personal shift requests and changes..
License Category: Time Off Management, Shift Requests
Enabled by default for: Agent, Supervisor
Scope: Generic

View Shift Requests & Changes for Employee


The role can view employee shift requests & changes.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Approve / Deny Escalated Shift Requests & Changes


The role can approve or deny shift requests and changes that have been escalated for
reconsideration.
License Category: Time Off Management, Shift Requests

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Enabled by default for: Administrator, Manager, Scheduler, Supervisor


Scope: Organization

Approve / Deny Pending Shift Requests & Changes


The role can approve or deny pending shift requests and changes.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Create / Edit / Withdraw Shift Requests & Changes for Employee


The role can create, edit, or withdraw employee shift requests and changes.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Shift Requests & Changes Setup


Configure Shift Requests & Changes Auto Processing
The role can create and edit auto-processing rules for shift requests and changes using
the Auto Processing tab of the Request Management section of the Organization
Management module.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Requests & Changes Filing Rules


The role can create and edit filing rules for shift requests and changes using the Filing
Rules tab of the Request Management section of the Organization Management
module.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Requests & Changes Policies


The role can create and edit shift request and changes policies using the Settings tab of
the Request Management section of the Organization Management module.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler

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Scope: Organization

Configure Shift Requests & Changes Settings


The role can create and edit shift request and changes settings using the Settings tab
of the Request Management section of the Organization Management module.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Requests & Changes Validation Rules


The role can activate and deactivate shift request and changes validation rules using the
Validation tab of the Request Management section of the Organization
Management module.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Purge Shift Requests & Changes


The role can purge employee shift request and changes requests using the Purging tab
of the Request Management section of the Organization Management module.
License Category: Time Off Management, Shift Requests
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Shift Swap Processing


Escalate Denied Request
The role can escalate a denied shift swap requests for consideration by the manager.
License Category: Shift Swap
Enabled by default for: Agent, Supervisor
Scope: Generic

Read / Write to Swap Board


The role can view and create shift swap postings.
License Category: Shift Swap
Enabled by default for: Agent, Supervisor

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Scope: Generic

View Employee Skills


The role can view a pop-up window showing the skills of the employees involved in the
swap. The names of the employees in the swap are shown as a link on the Agent
Requests section of the Request Management module. Clicking the link opens the
pop-up window.
License Category: Shift Swap
Enabled by default for: Agent, Manager, Supervisor
Scope: Organization

View Employee Proficiencies


The role can view a pop-up window showing the skills and proficiencies of the employees
involved in the swap. The names of the employees in the swap are shown as a link on
the Agent Requests section of the Request Management module. Clicking the link
opens the pop-up window.
License Category: Shift Swap
Enabled by default for: Agent, Manager, Supervisor
Scope: Organization

View Personal Skills


The role can view a pop-up window showing their skills and the skills of the other
employee involved in the swap. The names of both employees in the swap are shown as
a link on the My Requests tab of the My Requests section of the My Home module.
Clicking the link opens the pop-up window.
License Category: Shift Swap
Enabled by default for: Agent, Supervisor
Scope: Generic

View Personal Proficiencies


The role can view a pop-up window showing the skills and proficiencies of the employees
involved in the swap. The names of the employees in the swap are shown as a link on
the My Requests tab of the My Requests section of the My Home module. Clicking
the link opens the pop-up window.
License Category: Shift Swap
Enabled by default for: Agent, Supervisor
Scope: Generic

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View Personal Swap Requests


The role can view their own swap requests.
License Category: Shift Swap
Enabled by default for: Agent, Supervisor
Scope: Generic

Create / Edit / Withdraw Personal Swap Requests


The role can modify their own swap requests.
License Category: Shift Swap
Enabled by default for: Agent, Supervisor
Scope: Generic

View Swap Requests for Employee


The role can view employee swap requests.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Approve / Deny Escalated Swap Request


The role can approve or deny swap requests that have been escalated for
reconsideration.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Approve / Deny Pending Swap Request


The role can approve or deny pending shift swap requests.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Create / Edit / Withdraw Swap Requests for Employee


The role can modify employee swap requests.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

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Shift Swap Setup


Configure Shift Swap Auto Processing
The role can configure auto processing for swap requests using the Auto Processing
tab of the Request Management section of the Organization Management module.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Swap Filing Rules


The role can create and edit filing rules for swap requests using the Filing Rules tab of
the Request Management section of the Organization Management module.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Swap Policies


The role can create and edit policies for swap requests using the Settings tab of the
Request Management section of the Organization Management module.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Swap Settings


The role can view and configure settings for swap requests using the Settings tab of the
Request Management section of the Organization Management module.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Shift Swap Validation Rules


The role can view and configure validaton rules for swap requests using the Validation
tab of the Request Management section of the Organization Management module.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

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Purge Shift Swap Requests


The role can purge employee swap requests using the Purging tab of the Request
Management section of the Organization Management module.
License Category: Shift Swap
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Time Off Processing


Add Request to Waitlist
The role can waitlist requests.
License Category: Time Off Management
Enabled by default for: Agent, Manager, Supervisor
Scope: Generic

Escalate Denied Request


The role can escalate for reconsideration time-off requests that have been denied.
License Category: Time Off Management
Enabled by default for: Agent, Supervisor
Scope: Generic

View Personal Time Off Calendar


The role can view their own time-off calendar using the My Time Off Calendar tab of
the My Requests section of the My Home module.
License Category: Time Off Management
Enabled by default for: Agent, Supervisor
Scope: Generic

View Pending and Scheduled Links for Organization View


The role can click on links to display pending time off or scheduled time off. These links
are found on the My Time Off Calendar tab of the My Requests section of the My
Home module, when the calendar view is set to 2 months, and the display is set
Organization View.
Clicking on a Pending link will take the role to the My Requests tab; clicking on a
Scheduled link opens a pop-up window with the scheduled information.
License Category: Time Off Management
Enabled by default for: Agent, Supervisor

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Scope: Generic

View Personal Time Off Requests


The role can view their own time-off requests using the My Requests tab of the My
Requests section of the My Home module.
License Category: Time Off Management
Enabled by default for: Agent, Supervisor
Scope: Generic

Create / Edit / Withdraw Personal Time Off Requests


The role can edit their own time-off requests using the My Requests tab of the My
Requests section of the My Home module.
License Category: Time Off Management
Enabled by default for: Agent, Supervisor
Scope: Generic

View Personal Time Off Summary


The role can view their own time-off summary using the Summary tab of the My
Schedule section of the My Home module.
License Category: Time Off Management
Enabled by default for: Agent, Supervisor
Scope: Generic

View Time Off Calendar


The role can view organizations time-off calendars using the Time Off Calendar
section of the Request Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

View Time Off Requests for Employee


The role can view employees time-off requests using the Agent Requests section of
the Request Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

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Accept / Reject Time Off Withdraw Request


The role can approve or reject employees requests to withdraw a time-off request that
has already been approved, using the Agent Requests section of the Request
Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Approve / Deny Escalated Time Off Request


The role can approve or deny employees time-off requests that have been escalated for
reconsideration, using the Agent Requests section of the Request Management
module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Approve / Deny Pending Time Off Request


The role can approve or deny pending time-off requests.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Create / Edit / Withdraw Time Off Requests for Employee


The role can modify employees time-off requests, using the Agent Requests section of
the Request Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Organization

Time Off Setup


Activate Time Off Workflow
The role can activate time off workflow for managers and/or agents using the Settings
tab of the Request Management section of the Organization Management module.
This workflow:

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.

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License Category: Time Off Management


Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Time Off Auto Processing


The role can configure auto processing for time-off requests using the Auto Processing
tab of the Request Management section of the Organization Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Time Off Calendar Colors


The role can configure the colors used on the time off calendar using the Settings tab of
the Request Management section of the Organization Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Time Off Filing Rules


The role can create and edit filing rules for time-off requests using the Filing Rules tab
of the Request Management section of the Organization Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Time Off Policies


The role can create and edit policies for time-off requests using the Settings tab of the
Request Management section of the Organization Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Time Off Validation Rules


The role can view and configure validation rules for swap requests using the Validation
tab of the Request Management section of the Organization Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler

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Scope: Organization

Configure Time Off Year for Employees


The role can view and configure the time-off year (anniversary date vs. fixed date) using
the Settings tab of the Request Management section of the Organization
Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Purge Time Off Requests


The role can purge employee time-off requests using the Purging tab of the Request
Management section of the Organization Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

View Time Off Pools


The role can view organization time-off and blackout days using the Available Time Off
tab of the Request Management section of the Organization Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Time Off Pools


The role can view and enter organization time-off and blackout days using the
Available Time Off tab of the Request Management section of the Organization
Management module.
License Category: Time Off Management
Enabled by default for: Administrator, Manager, Scheduler
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

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Enabled by default for: Administrator


Scope: Organization

Configure Media Types


The role can edit information about media types in the System Management module,
General Settings section, Media Types tab.
License Category: ACD Monitoring, Operations, Forecasting and Scheduling
Enabled by default for: Administrator
Scope: Organization

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

View Work Rules


The role can view 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

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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

Send Popup Message


The role can send popup messages.
License Category: Alerts, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Manager, Scheduler, Supervisor
Scope: Generic

View Alerts Setup


The role can view the Alert Setup screens, where settings such as mail server, pop-up
server, and retry frequency are configured, using the Alerts Setup side-bar elements of
the General Settings section of the System Management module.
License Category: Alerts, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator
Scope: Generic

Configure Alerts Setup


The role can update the settings on the Alert Setup screens, where settings such as
mail server, pop-up server, and retry frequency are configured, using the Alerts Setup
side-bar elements of the General Settings section of the System Management
module.
License Category: Alerts, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator
Scope: Generic

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View Campaign Alerts Rules


The role can view campaign alerts, using the Campaign tab of the Alert Rules section
of the Tracking module.
License Category: Alerts
Enabled by default for: Administrator, Manager, Scheduler
Scope: Campaign

Configure Campaign Alerts Rules


The role can configure campaign alerts, using the Campaign tab of the Alert Rules
section of the Tracking module.
License Category: Alerts
Enabled by default for: Administrator, Scheduler
Scope: Campaign

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

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View Organization Alerts Rules


The role can view organization alerts, using the Organization tab of the Alert Rules
section of the Tracking module.
License Category: Alerts, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Scheduler
Scope: Organization

Configure Organization Alerts Rules


The role can configure organization alerts, using the Organization tab of the Alert
Rules section of the Tracking module.
License Category: Alerts, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator, Scheduler
Scope: Organization

View System Alerts Rules


The role can view system alerts, using the System tab of the Alert Rules section of the
Tracking module.
License Category: Alerts, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Manager, Scheduler
Scope: Generic

Configure System Alerts Rules


The role can configure system alerts, using the System tab of the Alert Rules section
of the Tracking module.
License Category: Alerts, ACD Monitoring, Desktop Monitoring
Enabled by default for: Administrator, Branch Administrator, Scheduler
Scope: Generic

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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Configure Access Rights


The role can configure employees access right, using the Access Rights tab of the
User Management module.
License Category: None
Enabled by default for: Administrator
Scope: Organization

View User Information


The role can view employees username information using the Users tab of the User
Management module.
License Category: None
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Edit User Information


The role can edit employees profile information using the Users tab of the User
Management module.
The role must also have the Configure Organization privilege described on page 60.

License Category: None


Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

View User Roles


The role can view employees roles using the Roles Setup tab of the Security section
of the Organization Management module.
License Category: None
Enabled by default for: Administrator
Scope: Generic

Configure User Roles


The role can set and modify employees roles using the Roles Setup tab of the
Security section of the Organization Management module.
License Category: None
Enabled by default for: Administrator
Scope: Generic

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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

Configure Data Source Groups


The role can view information about data source groups, and create and edit existing
data source groups, using the tabs in the Data Sources section of the System
Management module
License Category: Forecasting and Scheduling, Operations, ACD Monitoring, Desktop
Monitoring, Voice Recording
Enabled by default for: Administrator, Branch Administrator
Scope: Organization

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View Data Sources


The role can view information about data sources using the tabs in the Data Sources
section of the System Management module
License Category: Forecasting and Scheduling, Advanced Scorecards, KPI Design, ACD
Monitoring, Desktop Monitoring, Enterprise Manager
Enabled by default for: Administrator, Branch Administrator
Scope: Generic

Configure Data Sources


The role can view information about data sources, and create and edit existing data
sources, using the tabs in the Data Sources section of the System Management
module
License Category: Forecasting and Scheduling, Advanced Scorecards, KPI Design, ACD
Monitoring, Desktop Monitoring, Enterprise Manager
Enabled by default for: Administrator, Branch Administrator
Scope: Generic

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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Delete Employees (Permanently)


The role can delete using the Profile tab in the User Management module.
License Category: None
Enabled by default for: Administrator
Scope: Organization

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

Edit Group Members


The role can add or delete employees from employee groups for which the user has
access rights.
License Category: None

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Enabled by default for: Administrator, Manager


Scope: Group
Configure Group
The role can create, edit, rename or delete employee groups for which the user has
access rights.
License Category: None
Enabled by default for: Administrator
Scope: Group

Integration Server Access


View Only Access to Integration Server
The role can view information about Integration Server and its integration packages
using the Integration section of the System Management module.
License Category: None
Enabled by default for: Administrator, Branch Administrator
Scope: Generic

Power User Access to Integration Server


The role can start and stop adapters (Integration Packages) and interfaces running on
the Integration Server using the Integration section of the System Management
module, on the Monitor tab of the individual integration packages and interfaces.
License Category: None
Enabled by default for: None
Scope: Generic

Super User Access to Integration Server


The role can start and stop adapters and interfaces running on the Integration Server
and change adapter and interface settings using the Integration section of the System
Management module, on the Configure tab of the individual integration packages and
interfaces.
License Category: None
Enabled by default for: Administrator, Branch Administrator
Scope: Generic

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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 Employee Types


The role can view employee types using the Employee Types tab in the
Organizations section of the Organization Management module.
License Category: None
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Employee Types


The role can view, edit, copy, create, and delete employee types using the Employee
Types tab in the Organizations section of the Organization Management module.
License Category: None
Enabled by default for: Administrator
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 Job Titles


The role can view job titles using the Job Titles tab in the Organizations section of the
Organization Management module.
License Category: None
Enabled by default for: Administrator, Manager, Scheduler
Scope: Organization

Configure Job Titles


The role can view, edit, copy, create, and delete job titles using the Job Titles tab in the
Organizations section of the Organization Management module.
License Category: None
Enabled by default for: Administrator
Scope: Organization

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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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

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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

Administer Report Schedules


The role can set and modify report schedules using the Schedule container of 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
Scope: Generic

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Framework

Delete Report Schedules


The role can delete scheduled reports using the Delete button of the Parameters tab
of the Requests & Results section of the Reports module. (Scheduled reports are
given unique names by the person who schedules them, and are show below and
indented to the right relative to the report on which they are based.)
License Category: Reports
Enabled by default for: Administrator, Branch Administrator, Branch Manager,
Scheduler
Scope: Generic

Configure Report Security


The role can set security privileges for other roles to view reports using the Access
Rights section of the Reports module.
License Category: Reports
Enabled by default for: Administrator, Branch Administrator, Scheduler
Scope: Generic

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

View Ad Hoc Query


The role can execute and view ad hoc reports created through the Cognos Query Studio,
without having access to the Cognos Query Studio, using the Ad Hoc Reports section
of the Reports module.
License Category: Reports
Enabled by default for: AdhocQueryAnalyst, Branch Administrator, Branch Manager
Scope: Report

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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

Delete Report Instances


The role can delete report instances using the Delete 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,
Scheduler
Scope: Generic

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

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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

Configure System Parameters


The role can set and modify general system-wide settings using the General 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 Audit Trail


The role can view the various audit trails using the Audit Viewer 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

View System Log


The role can view the system logs using the Log Viewer tab of the Log section of the
System Management module.
License Category: None
Enabled by default for: Administrator, Branch Administrator

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Scope: Generic

Configure System Log


The role can configure the system logs using the Log Manager tab of the Log section of
the System Management module.
License Category: None
Enabled by default for: Administrator, Branch Administrator
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

Synchronize What If Database


The role can synchronize the What If database with the current state of the Workforce
Management database.
License Category: None
Enabled by default for: Administrator, Scheduler
Scope: Generic

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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

View Time Tracking Events


This privilege is only available if you are licensed for the separately licensed My
Adherence feature. The role can view tracking events on the fourth line of 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

My Time - Time Record


The role can access the Time Record tab of the My Time section of the My Home
module.
License Category: My Time
Enabled by default for: Agent, Branch Manager, Supervisor
Scope: Generic

My Time - View Historical Time Records


The role can access the Log History tab of the My Time section of the My Home
module.

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Time Record Export

License Category: My Time


Enabled by default for: Agent, Branch Administrator, Branch Employee, Branch
Manager, Supervisor
Scope: Generic

Time Record Export


Time Record Management
Approve Time Records
The role can approve time records using the Day Details tab of the Adherence section
of the Tracking module.
License Category: Time Record Export
Enabled by default for: Manager
Scope: Organization

View Employee Time Intervals


The role can view employee time intervals using the Day Details tab of the Adherence
section of the Tracking module.
License Category: Time Record Export
Enabled by default for: Manager
Scope: Organization

Edit Employee Time Intervals


The role can create and edit employee time intervals using the Day Details tab of the
Adherence section of the Tracking module.
License Category: Time Record Export
Enabled by default for: Manager
Scope: Organization

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Chapter A

Default Role and Privilege


Settings
The table starting on the next page shows the default privilege settings for each role.

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Adherence
Adherence

Authorize Adherence Exceptions

Monitor Agent Interactions

Record Agent Interactions

Load and Playback Agent Interactions

View Quick View

View Time Records (Day Details)

Edit Time Records (Day Details)


Who is in
View Who is in Status
Application Analysis
Access Application Analysis
Basic Adherence
Adherence Configuration
View Adherence Mapping
Configure Adherence Mapping
70

View Time Collections Mapping

Appendix A - Default Role and Privilege Settings

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Privilege

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Add Contact Attachments

View Evaluation Attachments

Configure Time Collections Mapping


Basic Adherence
View Adherence

Coaching
Coaching Admin
View Coaching Results
Configure Coaching Results
View Coaching Session Types
Configure Coaching Session Types
Manage Coaching Sessions
View Contact Attachments

Add Evaluation Attachments


View Manage Coaching

Configure Coaching Sessions

Delete Coached Sessions

Appendix A - Default Role and Privilege Settings

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Review Coaching Sessions

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Enable All Coaching Session Statuses

My Coaching Sessions
View Contact Attachments

View Evaluation 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

Appendix A - Default Role and Privilege Settings

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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

Clear Base Forecast

Configure Campaign

View Campaign

Delete Campaign
Modify Forecast

Set Base Forecast

73

IntraDay

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Self Assign Lesson

Appendix A - Default Role and Privilege Settings

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Privilege

View Trends

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Re-Forecast

Configure Trends
Operations
Allow backdating of VCT event during entry

View/Edit My VCT

View/Edit VCT Queue Configuration


View/Edit VCT Tracking

Personal Schedule Preferences

Edit Personal Schedule Preferences In Simple Mode

View Over Time / Voluntary Time Off Personal Preferences

View Personal Schedule Preferences In Simple Mode

Pulse
View Pulse

Create Public Views

Edit Campaign Queue History

View/Edit Pulse Notes

Appendix A - Default Role and Privilege Settings

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Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Adhoc Query Analyst

Administrator

View All Queue History

Edit All Queue History


Schedule Publishing

Publish Schedule for Campaign

Publish Schedule for Organization


Schedule Viewing
Configure Timeoff Events Display

Configure Unavailability Display

View Employee Schedule Comments

View Organization Schedules

View People Schedules

View Personal Schedule Comments

View Personal Schedules

Shift Bidding Processing


Escalate Denied Shift Bids

View Personal Shift Bids

Modify Personal Shift Bids

Appendix A - Default Role and Privilege Settings

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Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Approve / Deny Escalated Shift Bids

Approve / Deny Pending Shift Bids

Modify Shift Bids for Employee

Purge Shift Bidding Requests

Set Shift Bidding Auto Processing

Set Shift Bidding Filing Rules

Set Shift Bidding Policies

Set Shift Bidding Settings

Set Shift Bidding Validation Rules

View Shift Bidding Auctions

Modify People in Shift Bidding Auctions

Modify Shift Bidding Auctions

View Shift Bids for Employee

Shift Bidding Setup

Shift Swap Processing


Escalate Denied Request

Read / Write to Swap Board

Appendix A - Default Role and Privilege Settings

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View Employee Proficiencies


View Personal Skills
View Personal Proficiencies
View Personal Swap Requests
Modify Personal Swap Requests

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

View Employee Skills

Approve / Deny Escalated Swap Request

Approve / Deny Pending Swap Request

Modify Swap Requests for Employee

Purge Shift Swap Requests

Set Shift Swap Auto Processing

Set Shift Swap Filing Rules

Set Shift Swap Policies

Set Shift Swap Settings

Set Shift Swap Validation Rules

View Swap Requests for Employee

Shift Swap Setup

Appendix A - Default Role and Privilege Settings

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Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Time Off Processing


Escalate Denied Request

View Personal Time Off Calendar

View Pending and Scheduled Links for Organization View


View Personal Time Off Requests
Modify Personal Time Off Requests
View Personal Time Off Summary
View Time Off Calendar

View Time Off Requests for Employee

Accept / Reject Time Off Withdraw Request

Approve / Deny Escalated Time Off Request

Approve / Deny Pending Time Off Request

Modify Time Off Requests for Employee

Activate Time Off Workflow

Configure Time Off Calendar Colors

Purge Time Off Requests

Time Off Setup

Appendix A - Default Role and Privilege Settings

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Set Time Off Filing Rules

Set Time Off Policies

Set Time Off Validation Rules

Set Time Off Year for Employees

View Available Time Off

Edit Available Time Off

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Set Time Off Auto Processing

Workloads
View Data Source Groups
Configure Data Source Groups
View Queues
Configure Queues

Framework
Alerts
Send Popup Messages

View Alerts Setup

Configure Alerts Setup

Appendix A - Default Role and Privilege Settings

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View Campaign Alerts Rules


Configure Campaign Alerts Rules
View Organization Alerts Rules
Configure Organization Alerts Rules
View System Alerts Rules
Configure System Alerts Rules

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Adhoc Query Analyst

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

Appendix A - Default Role and Privilege Settings

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Configure Data Sources

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

View Data Sources

Group Access

Edit Group Members

Configure Group

View Group

Integration Server Access

View Activities

View Holidays

View Only Access to Integration Server


Power User Access to Integration Server
Super User Access to Integration Server
Organization

Configure Holidays
View Job Titles
Configure Job Titles
View Organization

Appendix A - Default Role and Privilege Settings

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Create Organization

Delete Organization

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Configure Organization

People

View People
Add/Edit/Terminate People

Delete People (Permanently)

Personal Profile

View Personal Profile


Reports
Access Ad Hoc Query

Administer Report Schedules

Delete Report Schedules

Configure Report Security

Deploy Reports

View Ad Hoc Query


View Report

Appendix A - Default Role and Privilege Settings

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Run Report

Configure License

Configure System Parameters

View Audit Trail

Supervisor

Scheduler

Manager

Branch Manager

Branch Employee

Branch Administrator

Agent

Administrator

Adhoc Query Analyst

Delete Report Instances

System Management

View Caches
View System Log
Configure System Log
What If
Access to What If Mode

My Time

My Time - Schedule

My Time - Time Record

My Time - View Historical Time Records

My Time - My Adherence
View Time Tracking Events

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Quality Monitoring

Appendix A - Default Role and Privilege Settings

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Time Record Management


Approve Time Records

View Employee Time Intervals

Supervisor
Scheduler
Manager
Branch Manager
Branch Employee
Branch Administrator
Agent
Administrator
Adhoc Query Analyst
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Edit Employee Time Intervals

Appendix A - Default Role and Privilege Settings

Time Record Export

Access Quality Monitoring

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