Accessing and viewing the WFM User management page

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The User management page in Zendesk Workforce management (WFM) provides a central place for admins to view their team members’ information, such as their role, teams, assigned workstreams, and so on.

From the User management page, you can view team member information, search for team members, export and refresh your list of team members, and access WFM team member profiles.

This article contains the following topics:

• Viewing team member WFM information
• Finding WFM team members
• Refreshing the team members list

Related articles

• Understanding WFM roles and permissions
• Editing WFM team member profiles
• Exporting WFM team member data

Viewing team member WFM information

From the User management page in Zendesk WFM, you can view details about all the team members in your account and search for specific team members.

To access the User management page

• In the Zendesk WFM web app, hover over the admin icon () in the navigation bar, then select User management.

  

Team member information

The following table describes the information you can view about users in your account.

Information on this page can be viewed only, not edited. To edit a team member's information, such as their Zendesk user profile or their WFM role, refer to the corresponding column in the table below for more information. To edit a team member's WFM profile, see Editing WFM team member profiles.

Column	Description
Team member	The team member’s full name and primary email address. See Editing team member user profiles.
Role	The user’s WFM role. For example, Admin, Agent, or any custom role created in your account. See Understanding WFM roles and permissions.
Zendesk default group	The user’s default group. A user’s default group is different from your Zendesk account’s default group. See About default groups.
Teams	The WFM teams to which the user is assigned. Users can belong to more than one team. See Setting up teams in Zendesk WFM.
Workstreams	The workstreams to which the user is assigned. Users can be assigned to multiple workstreams. See About Zendesk WFM workstreams.
Location	The user’s assigned location. A user can only be assigned to one location. See Setting up locations and shifts.
Shift	The shift the agent is assigned to. See Setting up locations and shifts.
Status	The user’s status in your WFM account. The value can be either active or inactive. Their status is controlled by the following: Your allow and block lists. See Managing user access. Their status in your Zendesk account. For example, if they’ve been downgraded from an agent to an end user, or suspended. If they were activated or deactivated in a legacy version of your WFM account.

Finding WFM team members

You can search the list of WFM team members by name or email address. You can also filter the list, such as by role or workstream, and sort by name and status to quickly find a team member.

Searching for WFM team members

Searching by name or email address is the quickest way to find a team member. You can search the whole list, or you can filter the list and search only the filtered results.

To search for team members

1. Access the User management page.
2. Enter a team member’s name, partial name, or email address in the search bar.

Filtering the list of WFM team members

You can filter the list by any of the columns, except for the team member column.

1. Access the User management page.
2. Click Filter.
3. In the Filter menu, click a column you want to filter by and then select options for the column. Note that you can filter by more than one column at a time.

   

   For example, you may want to filter the list by your Tickets and Chats workstreams for all team members with an Active status.

Sorting the list of WFM team members

Filtering doesn't change the order of the list. You can sort the list by team member name and status in both ascending and descending order.

To sort the list of team members

1. Access the User management page.
2. To sort the list by name, click the Team member column to sort the list alphabetically in ascending () or descending order ().
3. To sort the list by status, click the Status column to sort the list by active () or inactive () status.

Refreshing the team members list

When you add new agents and admins to your Zendesk account, they’re automatically synced to your WFM account every 12 hours. Any changes you make to existing team members in your Zendesk account are also synced to your WFM account in 12 hours.

If you’d like your new team members and changes to appear in your WFM account sooner, you can manually sync them.

To manually sync team members

1. Access the User management page.
2. In the upper-right corner, click the Resync Agent List icon ().

   The process may take a few moments.