Create or edit a role
You can create a new role with its privileges or create a new role based on an existing one. You can also edit roles as needed.
Privilege types
The privilege type included in a role determines the type of scope you can assign to a user who is assigned that role.
For example, if you select Interactions & Analytics privileges, which are Group type, you can provide Group scope access to a user assigned that role. The following privilege types are related to their scope:
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Generic: Typically assigned to Agent roles
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Organization: Typically assigned to application administrator/manager roles, including Interactions & Analytics administrator/manager roles
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Group: Typically assigned to Interactions & Analytics administrator/manager roles
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Campaign: Typically assigned to WFM administrator/manager roles
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Installation: Typically assigned to system administrator roles
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Activity: Typically assigned to a Forecasting and Schedule role assigned the Edit Forecasting and Scheduling Calendar
Procedure
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Go to User Management. Under Security, select Roles Setup.
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Under Organizations, select the parent organization for the role.
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Do one of the following:
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To create a new role, click Create Role.
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To create a new role based on an existing one, select the existing role and click Create New Role from Existing.
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To edit an existing role, select the role and click Edit Role.
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Enter or edit the Role Name.
The role name must be unique across the enterprise, regardless of the organization with which the role is associated. If you try to set up a role with a name that is already used, a message displays indicating the role name is already in use.
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Add or edit the Description.
The description typically contains the names of the privileges you add to the role.
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In the Privilege area, select the right arrow next to the function category. When expanded, each function category lists a set of the privileges required for that function.
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Select the right arrow beside each privilege name until the privilege tree is fully expanded.
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Select the check box next to each privilege required for the role.
If you select a child of a parent privilege, which in turn is a child of a privilege at a higher level, a check box appears for both the privilege directly above the child privilege and the privilege at the higher levels.
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If the role needs to view and edit information about employees, in the Secure Fields list box, select the boxes under View and Edit next to the appropriate fields.
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Click Save.
If you try to save or update a role where related privileges are missing or included, a message, such as "To select Download interactions, you must also select Replay without Authorization" is displayed. To save or update the role, you must correctly set the related privileges.
Employee information and privileges
WFO Roles and Privileges Reference Tool