Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
Admins can create custom workforce management (WFM) agent roles that reflect the unique positions in your organization.
You can allow or restrict access in a way that reflects your organization's structure and access management system. Create roles and specify different permissions for your agents, team leads, admins, managers, or other roles.
This article contains the following topics:
- Accessing the Roles and permissions page
- Creating custom WFM roles
- Assigning users to custom WFM roles
Related articles
Accessing the Roles and permissions page
WFM admins can access the Roles and permissions page.
-
In the Zendesk WFM web app, hover over the admin icon (
) in the navigation bar, then select Roles and permissions.
Creating custom WFM roles
Before creating roles, you may want to align with other stakeholders in your organization on what roles you’ll need. To learn more, see Who uses Zendesk Workforce management and when.
To create custom WFM roles
- Access the Roles and permissions page.
- Click the Add Role icon (
).
- Enter a Role name, then click Add role.
The new role appears in the All roles panel.
- Define permissions by toggling them to the on position.
Use the search box to quickly search for a permission.
See WFM permissions for more information.
- Click the Scopes tab.
- Define the Teams, Locations, and Worksteams that users assigned to this role will have access to.
- Click Save.
Next, assign users to the role.
Assigning users to custom WFM roles
Users can be assigned to only one WFM role at a time. By default, all users are automatically assigned to either the standard WFM admin or agent role depending on their role in your Zendesk account. See Standard WFM roles.
When you assign users to a new WFM role, the change takes effect immediately. Users will see the change when they refresh their browsers or navigate to another page.
To assign users to a custom WFM role
- Access the Roles and permissions page.
- Select the role to which you want to assign users.
- Click the Agents tab.
- Find the users you want to assign to the selected role.
You can filter the list of agents by group, team, location, role, or view all users in your account. Or, use the search bar to find a specific agent.
- Hover over the user’s default role and click Reassign.
- Continue to assign users to the role, then click Save.
Teams, Locations and Workstreams created by users that are assigned to a custom WFM role are automatically added to the scope of that role. This means that all users with this custom role can also see and edit the new teams, locations, and workstreams.
For example, if a user with the "Manager" custom role creates the location "London", all users with the "Manager" role will be able to see and edit that same “London” location.
2 comments
Meedo
Is the Scope feature is live now? I still can't see it in my admin page?
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Colleen Hall
Hi Meedo , the new Roles and permissions page is automatically available for new accounts. For existing accounts, it will be made available to you throughout the year. Or, you can contact your customer success manager to start using it right away. Please see Announcing Zendesk Workforce management for more information.
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