Creating custom WFM roles and assigning users

What's my plan?

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

• Understanding WFM roles and permissions
• Managing WFM roles and permissions

Accessing the Roles and permissions page

WFM admins can access the Roles and permissions page.

To 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

1. Access the Roles and permissions page.
2. Click the Add Role icon ().
3. Enter a Role name, then click Add role.

   The new role appears in the All roles panel.

4. 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.

5. Click the Scopes tab.
6. Define the Teams, Locations, and Worksteams that users assigned to this role will have access to.

   

7. 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.

Note: You cannot change your own role. To do so, you need to request assistance from another user with admin permissions. This policy is in place to prevent the accidental loss of admin privileges.

To assign users to a custom WFM role

1. Access the Roles and permissions page.
2. Select the role to which you want to assign users.
3. Click the Agents tab.
4. 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.

5. Hover over the user’s default role and click Reassign.

   

6. Continue to assign users to the role, then click Save.