Workforce Management Permissions
Updated
The Workforce Management (WFM) permissions section is vital for the contact center's efficient and seamless functioning. By carefully managing permissions, Administrators ensure that users have access to the tools and information needed to perform their roles effectively. This not only enhances security by preventing unauthorized access but also streamlines workflows by providing users with the right level of access. Properly configured permissions help maintain data integrity, reduce errors, and improve overall productivity, leading to a more organized and efficient contact center. This article mentions all permissions related to Sprinklr's WFM module.
Manage Roles
Administrators play a crucial role in the successful implementation of WFM strategies. In the Sprinklr Service Launchpad, Administrators can search for global Roles and create new Roles tailored for WFM, that is, they can govern the permissions that are to be accessed by Agents. When creating a new Role, Administrators are required to provide a Role name and establish the global scope, setting the stage for more granular control over WFM functionalities. Learn how to manage Roles.
Activity Permissions
Permission | Description |
Create | Allows the creation of new Activities. |
View | Allows users to view data related to existing Activities. |
Edit | Allows the modification of existing Activities. |
Delete | Authorizes the removal of existing Activities. |
Agent Schedule Permission
Permission | Description |
View | Allows users to view Agent Schedules once prepared and published. |
View Adherence | Allows agents to view their Real-Time Adherence in My Schedule page. |
Events Permissions
Permission | Description |
View | Allows users to access Event data. |
Create | Permits the creation of new Events. |
Edit | Enables the modification of existing Events. |
Delete | Authorizes the removal of Events. |
Share | Allows the sharing of Event data with relevant stakeholders. |
Clone | Permits the duplication of existing Events for reuse. |
Forecasting Permissions
Permission | Description |
View | Allows users to access forecasted data. |
Create | Allows the creation of new Forecasts. |
Edit | Allows the modification of specific input fields. |
Delete | Authorizes the removal of obsolete Forecasts. |
Share | Allows the sharing of Forecast data with relevant stakeholders. |
Export | Allows users to export Forecast information for further analysis. |
Filter | Allows the use of filters on Workloads for a more refined view of Forecast data. |
Manage Adjustment | Provides the ability to make Adjustments to the Forecast. |
Inline Updates | Allows updating Forecast Scenario's input parameters in real time. |
Approval Mandatory | Require approval for any Forecast changes. |
Publish | Allows users to publish Forecast Scenarios to the Master Forecast.
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General Permission
Permission | Description |
All User Accessible | - |
Master Schedule Permissions
Permission | Description |
View | Allows users to view Master Schedule data. |
Sort | Permits the sorting of Master Schedule entries for better organization. |
Filter | Enables the application of filters to refine Master Schedule data. |
Edit | Authorizes the modification of Master Schedule parameters. |
Manage Access | Provides the capability to manage user access to the Master Schedule. |
View Adherence | Allows users to view Adherence to the Master Schedule. |
Rectify Adherence | Permits the correction of Adherence issues within the Master Schedule. |
View Source Schedule | - |
Preferences Permissions
Permission | Description |
View | Allows users to view Agent Preference data. |
Edit | Allows the modification of existing Agent Preference parameters. |
Approve/Reject Preference | Allows users to approve or reject Agent Preference requests. |
Send Back Preference | Allows users to request resubmission of Agent Preference. |
Submit Preference | Allows agents to submit their Preference requests. |
Schedule Policy Permissions
Permission | Description |
View | Allows users to access Scheduling Policy data. |
Create | Allows the creation of new Scheduling Policy configurations. |
Edit | Enables the modification of existing Scheduling Policy parameters. |
Delete | Authorizes the removal of Scheduling Policy configurations. |
Clone | Permits the duplication of existing Scheduling Policy configurations for reuse. |
Scheduling Permissions
Permission | Description |
View | Allows users to access Scheduling data. |
Create | Allows the creation of new Schedules. |
Edit | Allows the modification of existing Schedule parameters. |
Delete | Authorizes the removal of existing Schedules. |
Share | Allows the sharing of Schedules with other stakeholders. |
Export | Allows users to export Schedules for further analysis. |
Approval Mandatory | Require approval for any changes to Schedules. |
Publish | Allows users to publish Schedule Scenarios to the Master Schedule.
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Clone | Allows the creation of identical copies of existing Schedules at extended dates. |
Shift Bidding Permissions
Permission | Description |
View | Allows users to view Shift Bidding data. |
Create | Allows the creation of new Shift Bid processes. |
Edit | Allows the modification of Shift Bid parameters. |
Delete | Authorizes the removal of Shift Bid processes. |
Share | Allows the sharing of Shift Bids with relevant stakeholders. |
Override Preferences | Allows users to override agent preferences in the Shift Bidding process. |
Ask to Resubmit | Allows users to request resubmission of shift preferences. |
Shift Pattern Policy Permissions
Permission | Description |
View | Allows users to access Shift Pattern Policies. |
Create | Permits the creation of new Shift Pattern Policy configurations. |
Edit | Enables the modification of existing Shift Pattern Policy parameters. |
Delete | Authorizes the removal of Shift Pattern Policy configurations. |
Share | Allows the sharing of Shift Pattern Policy data with relevant stakeholders. |
Clone | Permits the duplication of existing Shift Pattern Policy configurations for reuse. |
Shift Permissions
Permission | Description |
Create | Allows the creation of new Shifts. |
View | Allows users to view Shift data. |
Edit | Allows the modification of Shift parameters. |
Clone | Allows the creation of identical copies of existing Shifts with minor changes. |
Share | Allows sharing of existing Shifts. |
Delete | Allows the removal of existing Shifts. |
Shift Trade Permissions
Permission | Description |
Create | Allows users to create new Shift Trade requests. |
View | Allows users to view Shift Trade requests raised by other agents. |
Edit | Allows modification of existing Shift Trade requests. |
Delete | Allows users to delete existing Shift Trade requests. |
Accept | Allows users to accept or reject the Shift Trade request. |
Approve/Reject | Allows users to approve or reject the Shift Trade request once mutually accepted by agents. |
All Users Accessible | Grants access to Shift Trade data for all users. |
Shift Trade Policy Permissions
Permission | Description |
Create | Permits the creation of new Shift Trade Policy configurations. |
View | Allows users to access Shift Trade Policy data. |
Edit | Enables the modification of existing Shift Trade Policy parameters. |
Delete | Authorizes the removal of Shift Trade Policy configurations. |
Slot Calendar Permissions
Permission | Description |
View | Allows users to access Slot Calendar data. |
Create Request | Permits the creation of new Slot requests. |
Slot Management Permissions
Permission | Description |
Create | Permits the creation of new Slots. |
Edit | Enables the modification of existing Slots. |
Delete | Authorizes the removal of Slots. |
View | Allows users to access Slot data. |
Manage | - |
All Users Accessible | Grants access to Slot data for all users. |
Staffing Permissions
Permission | Description |
View | Allows users to access capacity plan data. |
Create | Allows the creation of new capacity plan reports. |
Edit | Allows the modification of specific input fields. |
Delete | Authorizes the removal of obsolete capacity plan reports. |
Share | Allows the sharing of capacity plan data with relevant stakeholders. |
Export | Allows users to export capacity plan information in Excel for further analysis. |
Filter | Allows the use of filters on workloads for a more refined view of capacity plan data. |
Manage Service Level Metrics | Provides the capability to manage Service Level Metrics aspects. |
Approval Mandatory | Require approval for any changes to staffing. |
Release | Allows users to release/unrelease capacity plan data for implementation. |
Staffing Preset Permissions
Permission | Description |
View | Allows users to access Staffing Preset data. |
Create | Permits the creation of new Staffing Preset configurations. |
Edit | Enables the modification of existing Staffing Preset parameters. |
Delete | Authorizes the removal of existing Staffing Preset configurations. |
Share | Allows the sharing of Staffing Preset data with relevant stakeholders. |
Clone | Permits the duplication of existing Staffing Preset configurations for reuse. |
Time Off Policy Permissions
Permission | Description |
Create | Allows the creation of new Time Off Policy configurations. |
Edit | Enables the modification of existing Time Off Policy parameters. |
Delete | Authorizes the removal of Time Off Policy configurations. |
View | Allows users to access Time Off Policy data. |
Clone | Permits the duplication of existing Time Off Policy configurations for reuse. |
Share | Allows the sharing of Time Off Policy data with relevant stakeholders. |
Time Off Request Permissions
Permission | Description |
Create Request | Allows the creation of new Time Off requests. |
Edit Request | Allows modification of existing Time Off requests. |
Delete Request | Allows user to delete existing Time Off requests. |
View | Allows user to view existing Time Off requests. |
Manage | Allows the management of existing Time Off requests. |
All Users Accessible | Grants access to view Time Off requests for all users. |
Update Balance | Authorizes the updating of the Time Off balance of other users. |
Workload Permissions
Permission | Description |
View | Allows users to view Workload data. |
Create | Allows the creation of new Workloads. |
Edit | Allows the modification of Workload parameters. |
Delete | Authorizes the removal of existing Workloads. |
Share | Allows the sharing of Workloads with other stakeholders. |
Clone | Allows the creation of identical copies of existing Workloads for reuse. |