Workforce management (WFM) roles and permissions let you define who can do what in your WFM account. Your account includes two standard roles by default, Admin and Agent, as well as any custom roles you create.

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Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM)

Summary: ◀▼

You can manage workforce management roles by editing permissions, scopes, and assigned agents, or renaming roles. Custom roles can be deleted, but users assigned to deleted roles are reassigned to the standard agent role, which may have limited permissions. Admins cannot change their own roles to prevent loss of privileges. Standard admin and agent roles cannot be deleted.

Workforce management (WFM) roles and permissions let you define who can do what in your WFM account. Your account includes two standard roles by default, Admin and Agent, as well as any custom roles you create.

You can manage your roles by editing and deleting them.

This article contains the following topics:
  • Editing WFM roles
  • Deleting custom WFM roles

Related articles

  • Understanding WFM roles and permissions
  • Creating custom WFM roles and assigning users

Editing WFM roles

Admins can edit the standard WFM agent role and any custom roles. The standard WFM admin role can’t be edited, except to be renamed.

To edit WFM roles

  1. In Workforce management, click People in the sidebar, then select Roles and permissions.
  2. Find the role you want to edit.
  3. Modify the permissions by toggling them on or off.

    Use the search box to quickly search for a permission.

    See WFM permissions for more information.

  4. Click the Scopes tab to change the teams, locations, or workstreams that users assigned to the role can access.
    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.
  5. Click the Agents tab to reassign agents to the role. See Assigning users to a custom WFM role for more information.
  6. To change the role’s name, click the Actions menu, then select Rename.
  7. When you’re done making changes, click Save.

    Any changes you make are immediately applied to all users assigned to the role. Users will see the changes to their role when they refresh their browser or navigate to another page.

Deleting custom WFM roles

Admins can delete custom WFM roles. The standard WFM admin and agent roles can’t be deleted.

Deleting a custom role can silently downgrade its users. Every agent assigned to a deleted role is automatically reassigned to the standard WFM Agent role, which might have limited permissions. Always reassign users to a new role before you delete the old one.

To delete a custom WFM role

  1. In Workforce management, click People in the sidebar, then select Roles and permissions.
  2. Find the custom role you want to delete. Note that a lock icon appears next to the standard WFM roles, which can’t be deleted.

  3. Click the Actions menu, then select Delete.
  4. Click Delete role to confirm your selection.

    The role is deleted. Any agents assigned to the deleted role are reassigned to the standard WFM agent role.

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