Avaya Aura WFO User Management Guide

Avaya Aura WFO
Release 11.0
User Management Guide
March 2012
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Contents
1 Introduction to User Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

User Management Overview . . . . . . . . . . . . . . . . . . . . . . . . . . 7
License and Role-based Access to Views and Functions in the Suite . . . . . . . . . . . . . . . 7
High Level User Management Illustration . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
User Management Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Accessing User Management . . . . . . . . . . . . . . . . . . . . . . . . . 11
Accessing User Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Navigating User Management . . . . . . . . . . . . . . . . . . . . . . . . 12
Managing Roles, Privileges and Organizations . . . . . . . . . . . . . . . . . . . . . . . . 12
Accessing the Roles & Privileges feature in the User Management module . . . . . . . 13
Accessing the Organizations feature in the Organization Management module. . . . . . . 14
Managing User Profiles and Access Rights . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Managing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Using the Employee Filter Feature . . . . . . . . . . . . . . . . . . . . . . . 19
Creating Employee Filtered Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Viewing an Existing Filtered View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using the Enhanced Find Feature for Multiple Employees . . . . . . . . . . . . . . . . . . . 22
3 Roles and Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

About Roles, Privileges and Privilege Availability . . . . . . . . . . . . . . . . . . 25
Working with User Roles and Privileges . . . . . . . . . . . . . . . . . . . . . 26
Creating a New Role and Assigning Privileges to It . . . . . . . . . . . . . . . . 27
Editing an Existing Role and Its Privileges . . . . . . . . . . . . . . . . . . . 30
Deleting an existing role and its privileges . . . . . . . . . . . . . . . . . . 31
4 Managing Organizations and Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

About Organizations and Groups . . . . . . . . . . . . . . . . . . . . . . . 32
Organization Administration . . . . . . . . . . . . . . . . . . . . . . . . . 33
Managing Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Creating an organization . . . . . . . . . . . . . . . . . . . . . . . . . 34
Editing an organization . . . . . . . . . . . . . . . . . . . . . . . . . 37
Deleting an organization . . . . . . . . . . . . . . . . . . . . . . . . . 37
Copying Job Titles, Employee Types, Activities or Skills to Other Organizations . . . . . . 38
Contents
Job Titles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Adding a job title . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Deleting Job Titles. . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Employee Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Adding an employee type . . . . . . . . . . . . . . . . . . . . . . . . . 41
Deleting Employee Types . . . . . . . . . . . . . . . . . . . . . . . . . 41
Working with Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Creating Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Adding members to a group . . . . . . . . . . . . . . . . . . . . . . . . 45
Editing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Copying Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Deactivating Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
5 Managing Employee Information and Access Rights. . . . . . . . . . . . . . . . . . . . 48

About Managing Employee Information and Privileges . . . . . . . . . . . . . . . . 49
Employees and Their Profiles . . . . . . . . . . . . . . . . . . . . . . . . . 49
Creating New Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Configuring Employee Profiles . . . . . . . . . . . . . . . . . . . . . . . . . 52
Configuring an Employee’s Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Applying effective dates for wages, quality score and employee rank on the Administrative Details
screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Applying effective dates for Organizations, Supervisors, Team Leads and Job Titles . . . . . 57
Adding Data Source Information to a User’s Profile . . . . . . . . . . . . . . . . . . . . . . .58
Adding data source information . . . . . . . . . . . . . . . . . . . . . . . 58
Adding multiple IDs to a Data Source. . . . . . . . . . . . . . . . . . . . . 59
Adding a Phone Extension Associated With a Data Source . . . . . . . . . . . . . . 59
Editing Member Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
Editing a Single Employee’s Profile . . . . . . . . . . . . . . . . . . . . . . 60
Editing Multiple Employees’ Data . . . . . . . . . . . . . . . . . . . . . . 60
Exporting Employee Information to a Data File. . . . . . . . . . . . . . . . . . 62
Importing Information for Multiple Employees Using a Data File . . . . . . . . . . . . . . . . .63
Importing Multiple Employees from the Windows Domain. . . . . . . . . . . . . . . . . . . .67
Terminating or Deleting Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Terminating an employee . . . . . . . . . . . . . . . . . . . . . . . . . 69
Deleting an employee . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Modifying Usernames, Passwords and Account Status. . . . . . . . . . . . . . . . . 69
Assigning Access Rights (Roles and Scope) to an Employee. . . . . . . . . . . . . . . 71
Scope Assigned to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
Assigning roles and scopes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
Associating Employees with Groups . . . . . . . . . . . . . . . . . . . . . . . 73
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
A Understanding Roles and Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Avaya Aura WFO User Management Guide 4
© 2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Contents
Privilege availability . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
What happens after roles and privileges are set up . . . . . . . . . . . . . . . . 77
Predefined Roles in the Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77
Typical Privileges Associated with Pre-Defined Roles . . . . . . . . . . . . . . . . . . . . . .78
Typical Privileges for Workforce Optimization Suite Applications . . . . . . . . . . . . 79
B Data File Set Up for Importing Multiple Employees . . . . . . . . . . . . . . . . . . . . 87

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Data File Field Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Table A - Field Data Format and Application Requirements . . . . . . . . . . . . . . . . . . .89
Table B - Field SQL Type and Allowable Length . . . . . . . . . . . . . . . . . . . . . . . . .98
Error Messages Related to Importing Employees . . . . . . . . . . . . . . . . . 101
Chapter 1
Introduction to User
Management
The following describes:

z User Management Overview, page 7
z License and Role-based Access to Views and Functions in the Suite, page 7
z High Level User Management Illustration, page 8
z User Management Workflow, page 9
Chapter 1 - Introduction to User Management User Management Overview
User Management Overview

The suite’s user management tools unify user administration across the suite.
In this release, all suite products, including Workforce Management, Scorecards,
eLearning and Customer Feedback, manage users from the Organization
Management and User Management modules in the suite portal.
With User Management, administrators assign privileges to suite users, which allow
users to access suite views and perform tasks according to their roles within their
companies.
Administrators can also modify user profiles, and create hierarchical user organizations
and groups.
See:
z License and Role-based Access to Views and Functions in the Suite, page 7
z High Level User Management Illustration, page 8
z User Management Workflow, page 9
License and Role-based Access to Views and Functions in the

Suite
Access to views and functions within the suite are controlled by:
1 Product licenses purchased by the customer:
The licenses purchased by a customer determine the views and functionality
available within the suite. If your company only purchased a license for the
Workforce Management application, you only see Workforce Management screens.
The other application screens and associated roles and privileges are not available
for viewing to any user.
2 Roles assigned to different users within the system:
Within the suite, each user is assigned one or more roles, where each role contains
a set of privileges. A role and its privileges allow the user to view certain screens
and to perform certain functions within the suite. For example, a user with the role
of Agent sees a different set of screens, and performs different tasks, than a user
with the role of Manager.
The suite includes a set of default roles, such as Administrator, Manager, and
Agent. Users can also create custom roles.
Product licensing determines the privileges available for default roles and for
creating custom roles.
For details on roles and privileges, see Chapter 3 “Roles and Privileges”.
This User Management document assumes that you have all the necessary privileges to
view and use the suite’s user management features contained within the User
Management and Organization Management modules
NOTE When shown, screenshots are meant for illustrative purposes only, since views
may vary, depending on product licensing and user roles and privileges within the
suite system.
High Level User Management Illustration

As shown in the illustration below, the suite can comprise a number of products and
systems, depending on licensing, which utilize the unified user management system.
1 The suite portal, which contains the system, administration and user management
modules for all suite applications.
2 Applications that are fully integrated within the suite portal and use its user
management tools.
User Management Workflow
Configuration User Management Workflow

Workflow:
Chapter 3 “Roles and 1 Create/EditRoles

Privileges”
z Add/Remove Roles and Privileges
Chapter 4 “Managing 2 Create/Edit Organizations:
Organizations and
Groups” z Add/Edit Organizations
z Add Job Titles/Employee Types
z Add/Edit Groups
Chapter 5 “Managing 3 Manage Employee Information and Access Privileges
Employee Information
and Access Rights” a. Add or Import Employees
z Add multiple employees by uploading a file or
importing from the Windows domain.
b. Configure/Edit User Profiles
i. Assign User Names/Passwords
ii. Activate Users
c. Assign Roles and Scopes to Employees
Chapter 2
Getting Started
The following describes how to access and navigate the suite’s user management tools.
See:
z Accessing User Management, page 11
z Navigating User Management, page 12
z Using the Employee Filter Feature, page 19
Chapter 2 - Getting Started Accessing User Management
Accessing User Management

The Enterprise User Management tools are available in two modules in the suite portal,
the User Management and Organization Management modules.
While a number of the suite’s applications are directly integrated within the suite portal,
other applications/systems, such as Interactions and Analytics, may require an extra
step to access User Management.
See Accessing User Management, page 11
Accessing User Management

1 Launch the suite portal. The logon window opens.
2 Type your user name and password in the appropriate boxes. The suite portal opens
on the default screen selected when configuring user preferences. If no default
screen is selected, the portal opens on the first tab at the top left of the screen, for
example, My Home.
3 For details on navigating to user management tools in the User Management and
Organization Management modules, see Navigating User Management, page 12
Chapter 2 - Getting Started Navigating User Management
Navigating User Management

User Management in the suite is administered through the User Management and
Organization Management modules in the suite portal.
Organization Management module

From the Organization Management module, you can:
z Set up or edit organizations
z Set up or edit groups
User Management module

From the User Management module, you can:
z Configure a user’s profile.
z Assign user names and passwords.
z Assign user’s with access rights to the application/system.
z Assign users to groups.
z Create or edit roles and their privileges.
See:
z Managing Roles, Privileges and Organizations, page 12
z Managing User Profiles and Access Rights, page 16
Managing Roles, Privileges and Organizations

You configure roles and privileges, using the User Management module.
You configure organizations to which you assign employees using the Organization
Management module.
See:
z Accessing the Roles & Privileges feature in the User Management module, page 13
z Accessing the Organizations feature in the Organization Management module.,
page 14
Accessing the Roles & Privileges feature in the User

Management module
1 In the suite portal, roll your mouse over the User Management tab and select
Security > Roles Setup.
2 From the User Management menu, select Security > Roles Setup.
3 In the Roles set up screen, select a role you want to edit or create a new role as
required.
Accessing the Organizations feature in the Organization

Management module.
In the suite portal, to view Organization options, roll your mouse over the Organization
Management tab.
1 To start setting up organizations, from the Organization Management menu, click

Organizations > Organization Settings.
2 Perform the following tasks by clicking the appropriate tab in the Organizations
screen, according to the task you want to perform:
Task Click the...
Create or edit an organization Organization Settings tab
Create job titles for organizations Job Titles tab
Create employee types for Employee Types tab

organizations
Create/edit skills and special days for Skills and Special Days tabs
employees These topics are covered in the Avaya
Workforce Management Administration
Guide.
For details on:

z Configuring roles and privileges, see Chapter 3 “Roles and Privileges”.
z Setting up organizations and groups, see Chapter 4 “Managing Organizations and
Groups”.
Managing User Profiles and Access Rights

Once roles and privileges have been configured, and organizations and groups set up,
you can use the User Management module to configure user profiles and their access
rights as required.
To manage a User Profile and its Access Rights

1 In the suite portal, click the User Management module tab.
2 Select Employees > Profiles to open the Profiles tab.

Employees are listed in alphabetical order in the left panel.
NOTE If you want the list of employees displayed hierarchically according to
organization, in the left panel, click the toggle button to the right of Name. The
panel refreshes, showing the employees under each organization.
To switch back to the original display, click the toggle button again.
NOTE If you want the list of employees and their information displayed in a summary
format, click the right arrow at the mid-right edge of the left panel.
All employee information is displayed in columns across the screen.

To switch back to the original view, click the left button at the right edge of the
screen.
3 Perform the following tasks by clicking the appropriate tab in the User
Management module, according to the task you want to perform:
Task Click the...
Create or update user profiles Profiles tab
Set up user names and passwords Users tab
Configure users’ roles and scope Access Rights tab

privileges
Assign users to groups Groups tab
For details on working with user profiles, see Chapter 5 “Managing Employee
Information and Access Rights”.
Managing Groups
1 On the Organization Management menu, click Group > Group Settings.
2 Create and configure groups as required. This includes creating child groups, adding
employees to groups, defining group types, making groups active or inactive, and
more.
For more information on groups, see Working with Groups, page 42.
Chapter 2 - Getting Started Using the Employee Filter Feature
Using the Employee Filter Feature

Users can focus or narrow their view of employees in the system by filtering information
based on organizations, groups, names, birthdays, and much more.
Users can open existing filtered views, or create new filters for organizations. Filters can
be created and run without saving them, or they can be saved and reused later.
You can use the filter feature for all user management functions performed in the User
Management module, as well as when you create or edit groups.
This filter feature is also available when you are working in the various applications
integrated within the web application, such as eLearning and Scorecards.
See:
z Creating Employee Filtered Views, page 19
z Viewing an Existing Filtered View, page 22
z Using the Enhanced Find Feature for Multiple Employees, page 22
Creating Employee Filtered Views

1 In the web application main window, open a window from which you create a
filtered view. For example, the Profiles screen, under User Management >
Employees, shows the list of all current employees.
2 Click the arrow icon beside the View box at the top of the left panel and scroll
down to the bottom of the list for the filtering options.
3 From the list of options, click Create Filter to open the Employees Filter window.
4 To select filtering options:

z In the Organization Name area, check the boxes beside the organizations
whose members you want included in your filtered view. If the organization has a
sub-organization, all members of the sub-organization(s) are also shown in the
filtered view.
z In the Group Names area, check the boxes beside the groups whose members
you want included in the filtered view.
z In the Time Frame area, check the boxes beside the time frame options for
which you want people shown in the filtered view. Time frame options include:
z Now: Current time
z Today: Current date
z Viewing Context: Based on the As of Date for a list of employees. The filter
runs according to the As of Date you set. If you change the As of Date, the
filter results change as well.
z Last [x] Days: Set the number of days (where x is the number) for which you
want the filter to show results.
z Time window: Use the calendar icon to select a date and time range for the
filter.
z In the Name/Value area on the right pane, type or select the information
according to which you want people shown in your filtered view. For example, if
you selected a number of organizations to be filtered, and you want only the
supervisors in those organizations shown in the filtered view, click the up/down
arrow icon beside Is Supervisor, and select the true option.
z If you want the filter you are creating to be the default filter the user sees when
logging on to the suite, click the Default Filter check box at the bottom of the
screen.
5 Once you have selected the appropriate filtering options, do one of the following:
z If you want to run the filter right away, click the Run button. The filter is saved as
the Last unsaved filter, and is available even after you log out and log back in.
However, once you click Run for another filter, it is overwritten.
z If you want to save the filter and reuse it later, click the Save As button and in
the pop-up box, type the name of the new filter in the Name box. Then click
the Save button.
The Name list on the left pane of the window refreshes, showing only the names of
the filtered employees.
Viewing an Existing Filtered View

1 In the suite’s main window, open a window from which you can open a filtered view,
such as the Profiles window in the User Management module.
2 Beside the View box at the top of the left panel, click the up/down arrow icon
and in the drop-down list, scroll down to the filtered view that you want to open.
NOTE The list of filter views shown in the Find drop-down list include all the
filters that have been created, as well as the following options. If you click
these options:
All Current: The list of all active employees at the current time is
displayed.
No Filter: Show all employees in the system with no filter applied.
Last unsaved filter: The list of employees display according to the
criteria set in the last unsaved filter.
3 Select a filter view and then, beside the View box, click the tooltip icon .
The Filter quick view panel opens, listing the criteria contained in the selected
filter.
Using the Enhanced Find Feature for Multiple Employees

Once you run a filter, the filter may return a large list of employees (for example, 1000
employees).
Instead of scrolling through the list to find the employee(s) you are looking for, use the
suite’s enhanced find feature to quickly find an employee.
To find an employee
1 In the web application main window, open a window where you can use the Find
feature. For example, the Profiles screen, under User Management >
Employees, lists the names of all employees included in the current filter (for
example, if the filter is All Current, all current and active employees are listed).
2 In the Find box at the top of the left panel, begin typing an employee’s name. For
example, if you are looking for a John but not sure of the last name, type John.
3 Beside the Find box, click the down (Next) arrow.
The first instance of the name you typed in the Find box is highlighted in the
employee list. If that is not the correct name, keep clicking the down (Next) arrow
until you find the employee you are looking for.
4 If after finding several employees that match your search criteria, you want to
return to a previous employee that you had found, click the up (Previous) arrow
until you return to the employee you are looking for.
Chapter 3
Roles and Privileges
The following describes how to edit or configure roles and privileges. Roles and
privileges are required to manage security and access to the applications and systems
available within the suite.
See:
z About Roles, Privileges and Privilege Availability, page 25
z Working with User Roles and Privileges, page 26
Chapter 3 - Roles and Privileges About Roles, Privileges and Privilege Availability
About Roles, Privileges and Privilege

Availability
The user management system defines how users, whether administrators, managers,
supervisors, or agents, are able to use the suite applications.
Roles and Privileges
Roles are assigned to users to define their access permissions to applications. For
example, a user with the Administrator role will have a different level of access to an
application than a user with only the Agent role.
Privileges associated with user roles define the features of the application a user is able
to see and the functionality the user can access.
Privileges related to a role can be added or removed as required.
Examples:
z Users with an Administrator role that includes both the People and Personal
Profile privileges can view and configure access rights and user information (with
the People privilege), as well as view their personal profile screens (with the
Personal Profile privilege).
z Users with an Agent role that includes only the Personal Profile privilege cannot
view or configure user information, though they can see their personal profile
screens.
Privilege availability
Privileges available for use with a role depend on the product licenses purchased by the
customer.
Examples:
z If a customer purchased the Scorecards license, Scorecards privileges are activated
and visible, and by default, many of the privileges are already associated with pre-
defined roles such as Administrator and Agent.
z If the customer did not purchase a license for eLearning, privileges related to that
product are not activated or visible, and cannot be associated with any role.
NOTE To see further details about pre-defined roles and typical privileges
associated with them, see Appendix A, “Understanding Roles and
Privileges” on page 75.
For detailed descriptions of each role and privilege associated with
individual applications in the suite, see the administration guides for those
applications, for example, the Avaya Scorecards Administration Guide or
the Avaya Customer Feedback Administration Guide.
Chapter 3 - Roles and Privileges Working with User Roles and Privileges
Working with User Roles and Privileges

With user management, you navigate to User Management > Security > Roles
Setup to create new roles and edit or delete existing ones.
NOTE To see details about pre-defined roles and typical privileges associated with them,
see Appendix A, Understanding Roles and Privileges on page 75.
On the Roles Setup screen, the list of roles already set up in the system displays. The
information on the screen includes Role Name, Description and the list of modules/
functions for which each role has access privileges. The Agent role is generally a default
role.
See:
z Creating a New Role and Assigning Privileges to It, page 27
z Editing an Existing Role and Its Privileges, page 30
z Deleting an existing role and its privileges, page 31
Creating a New Role and Assigning Privileges to It

TIP While the following steps describe how to create a new role with its
privileges, you can also use these instructions to edit an existing role or
create a new role based on an existing one. To edit an existing role, select
the role and click the Edit Role button. To create a new role based on an
existing one, select the role and click the Create New Role from
Existing button. Then complete steps 3 to 9.
2 Click the Create New Role button at the bottom right of the window. The Roles
Setup: Create New Role window opens. The left panel displays a list of function
categories in the Privilege column.
NOTE The function categories in the Privilege column are related to the various
applications in the suite.
When expanded, each function category lists a set of the privileges required for
that function.
For example, categories such as Adherence, Forecasting and Scheduling
contain privileges related to working in WFM, while the Scorecard category
includes the privileges for Scorecards, and Interactions and Analytics privileges
for Interactions and Analytics.
3 Type the name of the role you want to create in the Role Name box and a
description in the Description box. The description typically contains the names of
the privileges you add to the role.
4 To assign privileges to the role, in the Privilege area, click the right arrow beside
the function category. The list expands to show a set of the privileges related to that
category.
For example, if you want to create a user manager role, you expand the
Framework category. This category includes the Organization and Employee
privileges that you need assign to the role in order to perform user management
tasks.
5 Click the right arrow beside each privilege name till the privilege tree is fully
expanded.
WARNING Selecting the top level of a privilege tree does not automatically select privileges at
the next level. Make sure to fully expand the privilege tree by clicking the right
arrow beside each check box until the tree is fully expanded and you see all
privileges. Then click each check box as required.
Note that if you select a check box that is the ‘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, as well as the privilege at the higher
level(s).
For example, the following mini-privilege tree, shows three levels, with View
Archive Configuration the top level. If you select the check box beside Manage
Archive Drive, its parent Eject Archive Drive as well as View Archive
Configuration also are checked.
[X] View Archive Configuration
[ ] Edit Archive Configuration
[X] Eject Archive Drive
[X] Manage Archive Drive
[ ] Verify Archive Media
6 Select the check boxes beside the privileges required for the role.
NOTE There are several privilege types, which are related to their scope: Generic,
Organization, Group, Campaign, Installation:
Generic-type privileges: typically assigned to Agent roles.
Organization-type privileges: typically assigned to application administrator/
manager roles, including Interactions & Analytics administrator/manager roles.
Group-type privileges: typically assigned to Interactions & Analytics
administrator/manager roles.
Campaign-type privileges: typically assigned to WFM administrator/manager
roles.
Installation-type privileges: typically assigned to system administrator roles.
The privilege type contained in a role determines the type of scope you can assign
to a user who has that role.
For details on assigning scope to users, see Assigning Access Rights (Roles and
Scope) to an Employee on page 71.
7 For each function category whose privileges you want to associate with a role,
repeat steps 4 to 6.
8 If the role you want to create needs to view and edit information about employees,
in the Secure Fields list box on the right panel, check the boxes under View and/
or Edit that are beside the appropriate fields.
9 Click the Save button. The Roles Setup window re-opens, with the role you
created included in the roles list.
Next Steps:
z To create organizations and groups, see About Organizations and Groups on page
32.
z To configure user profiles, assign users to organizations, and assign roles and
privileges to users, see Chapter 5 “Managing Employee Information and Access
Rights”.
Editing an Existing Role and Its Privileges

2 In the Roles Setup screen, from the list of roles, select the role you want to edit,
and click the Edit Role button at the bottom right of the window. The Roles Setup
<Role Name> window opens, showing the privileges assigned to that role.
3 To change the name or description of the role, type a new name and/or description
in the Role Name and Description boxes.
4 Under Privilege, click the right arrow beside the name of the function category,
such as eLearning, in order to expand the list of privilege options.
5 To add or remove privileges from the role, check or uncheck the boxes beside the
privilege options.
6 To add or remove privileges related to viewing and editing information about

employees, in the Secure Fields list box on the right panel, check or uncheck the
appropriate boxes under View and/or Edit.
7 Click the Save button.
Deleting an existing role and its privileges

WARNING If your company purchased the Scorecards applications, DO NOT delete the Agent,
Manager, Supervisor, Scheduler and Administrator pre-defined roles. You cannot
apply a KPI to custom, user-defined roles, so you must use the pre-defined roles
to apply KPIs.
2 In the Roles Setup screen, from the list of roles, select the role you want to delete,
and click the Delete Role button at the bottom right of the window. The role is
deleted.
NOTE To see details about pre-defined roles and typical privileges associated with them,
see Appendix A, Understanding Roles and Privileges on page 75.
Chapter 4
Managing Organizations and

Groups
The following describes how to set up organizations, groups, and configure Interactions
& Analytics filter settings and recording properties:
z About Organizations and Groups, page 32
z Organization Administration, page 33
z Working with Groups, page 42
About Organizations and Groups

The basic organizational structure (user hierarchy) for the suite is established at the
time of installation and initial data import.
Chapter 4 - Managing Organizations and Groups Organization Administration
In the suite portal, you can create additional organizations, and set up an organization
tree according to your company’s business structure or requirements. Each employee
must be assigned to a level on the organization tree.
In the portal, you can also create multi-level groups under a root group, and assign
employees to one or more of these groups. While an employee can appear only once in
the organization tree mentioned above, you can assign the same employees to more
than one group.
All organizations and groups you create are hierarchic, so that information flows along
the organization or group tree. The data that you enter at one level is reflected down
along the organizational chain.
Once all organizations and groups are set up, you can determine whether employees
have access to all or only part of the organization/group structure by assigning
Organization and/or Group Scope access privileges to them.
For details on how employees are assigned to organizations and given access privileges,
see Chapter 5, “Managing Employee Information and Access Rights”.
See:
z Organization Administration on page 33
z Working with Groups on page 42
Organization Administration
At minimum, a root organization is created during the suite installation and
configuration process. The root organization cannot be deleted.
The organization hierarchy may also be imported when configuring the suite for your
company.
NOTE When you create an organization hierarchy, there may be numerous sub-
organization levels. While you can delete sub-organizations, you cannot move a
sub-organization from one sub-organization to another.
In the Organization Management module, you can then create or edit organizations,
and create or edit job titles and employee types.
NOTE You cannot view organizations if your access right and organization scope assigned
does not allow you to view the organization.
z Managing Organizations, page 34

z Job Titles, page 38
z Employee Types, page 40
Managing Organizations
Enterprise suite users with the appropriate administrative privileges can add or edit
organizations within the hierarchy by using the Organization Management module.
See:
z Creating an organization, page 34
z Editing an organization, page 37
z Deleting an organization, page 37
z Copying Job Titles, Employee Types, Activities or Skills to Other Organizations,
page 38
Creating an organization
Consider the following when creating organizations in the suite:
z You can create an organization and set it up in a hierarchical structure with as many
levels as required.
z Plan your organization structure carefully, since following organization setup, you
must assign each employee to the appropriate levels of the organization hierarchy.
For details on how you assign employees to organizations, see Chapter 5,
“Managing Employee Information and Access Rights”.
To create an organization
1 Navigate to the Organization Management tab and, under Organizations, click
Organization Settings. The Organization Settings screen opens.
2 On the left panel, select the organization or sub-organization under which you want
to create a new organization, and then click the Create Organization button to
open the Create Organization form.
3 Do the following:
a. Enter new organization details as follows:

z Type the organization's name in the Organization Name box, and a brief
description in the Description box.
z Click the arrow icon beside the Time Zone box, and from the drop-down
list, select the organization's time zone. This becomes the default time zone
for the organization and cannot be changed once it is set.
z Click the arrow icon beside the Week Start Day box, and select the
organization’s weekly start day.
NOTE This setting relates to the start day or first day used within such Workforce
Management applications as Forecasting & Scheduling application, with
respect to organizations and campaigns.
Once the organization has been created with the Start Day specified, it
cannot be changed.
z This setting cannot be changed once the organization has been created.
z Click the clock icon beside the Day Boundary box, and set the day
boundary time. This setting cannot be changed once the organization has been
created.
z Type the number of seats, if applicable, in the Number of Seats box.
NOTE In this context, number of seats refers to a Workforce Management/
Optimization configuration. This is not the same as the number of seats
for recording.
b. If required, change the settings inherited from the parent or root organization in
the Scheduler Options and Days and Hours of Operation areas as follows:
NOTE Sub (or child) organizations always inherit parent organization settings.
When you create a new organization that is a sub-organization, and want
to change its inherited settings, you can change the Scheduler Options
and Days and Hours of Operation settings.
For each change you want to make in these areas, a message prompt
appears. To continue making the change, click OK.
i. If applicable, complete the information on the Scheduler Options area as

follows:
z In the Minimum time Between shift assignments box, type the
appropriate value.
z In the Maximum consecutive working days to schedule box, type the
appropriate value.
z If you plan to schedule time that crosses the day boundary (typically 12:00
a.m.), select the Allow shift assignments to cross day boundary box.
ii. If applicable, complete the information in Days and Hours of Operation
area as follows:
z If your organization works according to a 24-hour schedule, select the Is 24

Hour check box.
z Select the check boxes beside each day of operation (for example, Sunday,
Monday, Tuesday, and so on) and for each day, enter the beginning and end
hours of operation.
4 Click the Save button. The new organization name appears in the left panel below
the parent organization selected in step 2.
5 To create additional organizations or sub-organizations, repeat steps 2 to 4.
Next Steps:
Once organizations are created, you can configure employee profiles and assign
employees to the organizations. For details, see Chapter 5, “Managing Employee
Information and Access Rights”.
Editing an organization
You can edit most organization settings, with the exception of the Time Zone, Week
Start Day, and Day Boundary.
1 In the Organization Management module, navigate to the Organization
Settings screen, and select the organization you want to edit.
2 Make changes under the organization name’s section, as well as in the Scheduler
Options and the Days and Hours of Operation sections (if applicable).
3 Click the Save button or the Save and Apply to sub-organizations button. The
left panel refreshes, showing the changes you made.
NOTE The Save and Apply to sub-organizations button is only available if
you edit a parent organization with one or more child organizations. When
you click this button, all inheritable changes made to the parent
organization (such as Scheduler Options) are inherited by its child
organizations.
Deleting an organization
Organizations are rarely deleted, but from time to time it is necessary to do so. When an
organization is deleted, employees that belong only to that organization are deleted as
well at midnight of the day of the deletion.
Employees who were associated to this organization at one point prior to the deletion,
but were not part of the organization when it was deleted, now have a gap in their
continuous record. The organization they were assigned to prior to the deleted
organization is extended to cover that gap.
To delete an organization
1 Open the Organization Management module in the Organization Settings
window, and then select the organization you want to delete.
2 Click the Delete button and, at the message prompt, click OK to confirm the
deletion. The organization and all its associated sub-organizations and data are
deleted.
Copying Job Titles, Employee Types, Activities or Skills to Other

Organizations
You can copy an employee type, job title, activity or skill to other organizations.
Information is copied to one organization at a time.
1 Select the organization in which you created a job title, employee type, activity or
skill that you want to copy to another organization.
2 Select the item of information (job title, employee type, activity or skill) you want to
copy and click the Copy Job <item type> button. The Copy <item type> dialog
box opens.
3 Click the radio buttons beside the organizations to which you want to copy the item
of information, then click the Copy to Selected Organization(s) button.
4 Click the Done button. The Copy of <Item name> appears associated with the
organization(s) you selected. You can remove the <Copy of> section of the copied
name by editing it.
Job Titles
With the appropriate license, and if your system is set up to include job titles with user
profiles, you can add or edit job titles in the Organization Management module.
IMPORTANT If you have a Scorecards license, job titles are integral to Scorecards and allow you
to customize KPI goal values for specific job titles.
KPIs are reported based on job titles.
For details on goals and KPIs in Scorecards, see the Scorecards Administration
Guide and the Framework Applications System Administration Guide.
Job titles created for a parent organization are automatically available to its child
organizations. You cannot edit, copy or delete a job title inherited from a parent
organization. They can only be edited, copied or deleted in the parent organization in
which they were created.
When configuring user profiles in the User Management module, you can assign job
titles to users if required. For details on user profiles, see Chapter 5, “Managing
Employee Information and Access Rights”.
To view employees’ existing job titles:

1 Navigate to Organization Management > Organizations > Job Titles. The Job
Title screen opens.
2 Select the organizations whose job titles you want to see.
3 To create a new job title, see , page 39.
4 To copy a job title, see Copying Job Titles, Employee Types, Activities or Skills to
Other Organizations, page 38.
Adding a job title

Job Titles. The Job Title screen opens.
2 Select the parent organization for which you to create a job title and then click the
Create New Job Title button at the bottom of the screen. The screen refreshes to
show the Create New Job Title form.
3 Do the following:
z In the Job Title text box, type the title name.
z In the Description text box, type a description for the title (optional).
4 Click the Save button. The new title appears in the list associated with the
organization.
5 To edit the job title, return to the parent organization to which it was added, click
the Edit Job Title button, and then change the name and/or description as
required. Click Save.
NOTE To copy a job title to another organization, see details at Copying Job Titles,
Employee Types, Activities or Skills to Other Organizations, page 38.
Deleting Job Titles

In the Job Titles screen, select the job title you want to delete, and click the Delete
Job Title button.
Employee Types
With the appropriate license, and if your system is set up to include employee type
designations with user profiles, you can add or edit employee types in the Organization
Management module.
Employee types created for a parent organization are automatically available to its child
organizations. You cannot edit, copy or delete an employee type inherited from a parent
organization. They can only be edited, copied or deleted in the parent organization in
which they were created.
When configuring user profiles in the User Management module, you can assign
employee type designations to users if required.
For details on user profiles, see Chapter 5, “Managing Employee Information and
Access Rights”.
To view existing employee types:

1 Navigate to Organization Management > Organizations > Employee Types.
The Employee Type screen opens.
2 Select the organization whose employee types you want to see.
3 To create a new employee type, see , page 40.
4 To copy an employee type to another organization, see Copying Job Titles,
Employee Types, Activities or Skills to Other Organizations, page 38.
Adding an employee type

Employee Types. The Employee Type screen opens.
2 Select the parent organization for which you want to create a job title and then click
the Create New Employee Type button at the bottom of the screen. The screen
refreshes to show the Create New Employee Type form.
3 In the Employee Type text box, type the type’s name.

4 Click the Save button. The new employee type appears in the list associated with
the organization.
To edit the employee type, return to the parent organization to which it was added,
click the Edit Employee Type button, and then change the name and/or description
as required. Click Save.
NOTE To copy an employee type to another organization, see details at Copying Job
Titles, Employee Types, Activities or Skills to Other Organizations, page 38.
Deleting Employee Types

In the Employee Types screen, select the employee type you want to delete, and click
the Delete Employee Type button.
Chapter 4 - Managing Organizations and Groups Working with Groups
Working with Groups

Users with the appropriate privileges can also create groups of individuals. These
individuals can be selected from more than one organization in the hierarchy and then
included in multiple groups.
As with organizations, a root group is created during the Enterprise suite installation and
configuration process. The root group cannot be deleted.
Also like organizations, groups can be set up hierarchically with multiple levels, and the
groups you create are ’children’ of the root group.
This ability to group employees in multiple groups provides flexibility in the system,
allowing you to aggregate different types of information about individuals from different
or parallel organization levels.
For example, you can group individuals selected from different organizations, and then
generate reports for that group. With an eLearning license, you can assign lessons to
the people in that group.
To view groups:
1 Navigate to Organization Management > Groups > Group Settings.
The Group Settings window displays. The left panel lists all the existing groups.
2 To view a particular group’s settings, select the group.
3 From the Group Settings window, you can also perform any of the following tasks:
a. Creating Groups, page 42
b. Editing Groups, page 45
c. Copying Groups on page 46
d. Deactivating Groups, page 47
e. Deleting Groups, page 47
Creating Groups
Consider the following when creating groups in the suite:
z You can create a group and set it up in a hierarchical structure with as many levels
as required.
z You select the root group to create the first-level groups in the hierarchy. At this
level, you must indicate the Group Type you are creating. The available group
types depend on your license.
Once you select a group type, it cannot be removed, and its sub-groups also inherit
the group type, which cannot be removed.
z You can only add employees to child groups that have no ’children’ of their own.
Example: If you create Sub-Group1, and create no child groups for Sub-Group1,
you can add employees to it. The structure may look like this:
If you create a Sub-Group2, create two child groups called Child Group1 and
Child Group2, and then create no additional group levels, you can add members to
the child groups, but not to Sub-Group2. The structure may look like this:
To create a group
NOTE When you are adding users to a group, you cannot add more than 250 users. If
you do add more than 250 users, a warning message is triggered.
1 Navigate to the Organization Management module and under Groups, select

Group Settings.
The Employee Group Form opens, with the top-level group (root group) selected.
If you have already created one or more groups, and assigned members to them,
the Members area of the screen shows the list of all the members and the sub-
groups to which they belong.
NOTE The top level group (the root group) cannot be copied or deleted.
2 Select the parent group to which you want to add a child group and click the
Create button.
The screen refreshes as follows:
z The Name field is blank.
z If you had selected the root group as the parent group, the Group Type check
boxes are clear. If you had selected another group level, Group Type check
boxes show the types already selected, and none of them can be changed.
z The Members area shows the members that can be added to the group.
3 Type the group name and a brief description in the Name and Description boxes,
respectively.
4 If you have an Interactions and Analytics license, and if the Group Type check
boxes are a available for selection (that is, you are creating a group under the root
group), select one or more of the Group Type check boxes (Learning, Other).
5 To activate the group, select the Active check box.
6 Click Save to save the group.
The screen refreshes and the new group appears in the left panel, listed below its
parent group.
7 If required for your group hierarchy setup, select the new group you created, and
follow steps 2 to 6 to create a child group.
8 Once you have finished creating all the group levels you require, you can add
members to the lowest levels of your group hierarchy. To add members to a group,
see Adding members to a group on page 45.
Adding members to a group

You can only add employees to groups at the lowest level of a group tree. Once you add
the employees to that group, you cannot create a child group below it.
1 Navigate to Organization Management > Groups > Group Settings, and select
the group at the lowest level of a group tree.
The screen refreshes and displays the Members area, with a list of names under
the Available Employees.
2 If you want to filter the employees in the Available Employees list, use the suite
portal’s filtering feature, and do the following:
a. Click the arrow icon beside the Available Employees box.
b. From the drop-down list, select a filtered organization from which you want to
select the individuals to be added to your group. The individuals that belong to
that filtered organization then appear in the list box beneath the Available
Employees box.
NOTE For more details on filtering, see Using the Employee Filter Feature, page 19.
3 Select one or more individuals from the list. If you are selecting multiple individuals,
hold down the CTRL key on your keyboard as you select each individual.
4 Click the right double-arrow icon beside the list of employees. The selected
employees appear in the Selected Employees list box.
Editing Groups
NOTE The system does not retain historical data about groups. Thus, if you move
someone out of a group, the system retains no history of that agent’s membership
in that group. For example, if an agent, while in a group, took lessons in a block
assigned to that group, and then was removed from that group, those lesson
attempts do not appear on the agent’s Student Transcript report.
1 Open the Group Form window, and then select one of the groups in the Groups
Selection list on the left panel.
2 Perform one or more of the following editing tasks:
z To change the name of the group, type a new name in the Name box.
z To change the description of the group, type a new name in the Description box.
z To add another employee to the group, select an organization from the Available
Employees drop-down list box. Once the list of employees belonging to that
organization appear in the list box, select one or more individuals. Click the right
double arrow beside the employee list box. The selected employees then
appear in the Selected Employees list box.
z To remove one or more employees from the Selected Employees list box, select
the employee(s), and then click the left double arrow beside the list. The
employee is removed from the Selected Employees list box and is no longer
included in the group.
Copying Groups
You can copy a group from any level of the group tree to any parent group. You cannot
copy a group to a child group that already contains members.
To copy a group
1 Navigate to Organization Management > Groups > Group Settings, and select
the group that you want to copy.
2 Click the Copy button at the bottom of the screen.
The Employee Group Selector dialog box displays.
3 Click the radio button beside the parent group to which you want to copy your
selected group and click the Save button in the dialog box.
WARNING If the group you try to copy the group to already has employees assigned to it, a
warning appears indicating that you cannot copy a group to another group that
already has members.
The screen refreshes, and on the left panel, the copy of the group appears in the
group hierarchy under the parent group you had selected. By default, the copied
group’s name is Copy of [group name].
4 To rename the copied group, select it and in the Name text box, type the name you
want the group to have. Then click Save.
Deactivating Groups
When you create a group, you activate it by selecting the Active check box in the
Employee Group Form screen. However, if you do not wish to have the group visible in
such applications as Interactions or eLearning, but also do not want to delete the group
and lose its data, you can deactivate the group.
If a group is no longer active in the system, but you still want to be able to search for
the calls of users assigned to the group, or generate reports on the group, you should
deactivate it rather than delete it.
Once deactivated, the group no longer appears in the group hierarchy when generating
reports or performing searches, but if you select the root group, or any group that is
higher in the hierarchy than the deactivated group, the results include the deactivated
group.
Alternatively, if you are recreating new groups which are not yet active in the system,
you can define them as inactive until you need to activate them.
To Deactivate a Group
1 Navigate to Organization Management > Groups > Group Settings and select
the group you want to deactivate.
2 In the Employee Group Form screen, clear the Active check box.
The group is deactivated and no longer visible in applications that used that group.
You can reactivate the group at any time, by selecting the Active check box again.
Deleting Groups
1 Open the Group Form window, and then select one of the groups in the Groups
Selection list on the left panel.
2 Click the Delete button and, at the message prompt, click OK.
Chapter 5
Managing Employee
Information and Access
Rights
The following describes how to add or edit employees, configure their user profiles and
assign access rights (roles and scope):
z About Managing Employee Information and Privileges, page 49
z Employees and Their Profiles, page 49
z Configuring Employee Profiles, page 52
z Importing Information for Multiple Employees Using a Data File, page 63
z Importing Multiple Employees from the Windows Domain, page 67
z Modifying Usernames, Passwords and Account Status on page 69
z Assigning Access Rights (Roles and Scope) to an Employee on page 71
z Associating Employees with Groups, page 73
Chapter 5 - Managing Employee Information and Access Rights About Managing Employee Information and Privileges
About Managing Employee Information and

Privileges
Once you set up the organization hierarchy in the suite, you are ready to use the User
Management module to add employees to the suite. In the User Management module
you can:
z Add employees manually, or import them from a data file or Windows domain.
z Configure user profiles and add them to the appropriate level in the organizational
hierarchy.
z Assign user names and passwords, and activate them in the system.
z Assign users’ access to the system by assigning users the roles and scopes they
need to use suite functionality.
See:
z Employees and Their Profiles on page 49
z Configuring Employee Profiles on page 52
z Associating Employees with Groups on page 73
z Associating Employees with Groups on page 73
Employees and Their Profiles

In the User Management module, you can add new employee information to one or
more organizations, or import data about employees from external files or the Windows
Domain.
Chapter 5 - Managing Employee Information and Access Rights Creating New Employees
Navigate to User Management > Employees > Profiles. By default, the Profiles
window lists all current employees of all organizations.
From this screen you can create new employees, import multiple employees from a data
file or the Windows domain, configure employee profiles, and terminate or delete
employees.
Complete the following tasks to create/edit new employees and their profiles from this
window:
1 Creating New Employees on page 50
2 Configuring an Employee’s Profile, page 52
3 Editing Member Profiles on page 59
4 Importing Information for Multiple Employees Using a Data File, page 63
5 Importing Multiple Employees from the Windows Domain, page 67
6 Terminating or Deleting Employees, page 68
Creating New Employees

1 In the suite portal, click the User Management tab and under Employees, select
Profiles.
2 To create the new employee, click the Create button.
Chapter 5 - Managing Employee Information and Access Rights Creating New Employees
3 The screen refreshes and displays the Profile: New Person screen.
4 Type the employee’s last name and first name in the Last Name and First Name
text boxes.
IMPORTANT The following attributes are mandatory when creating a new employee
profile:
z Last Name
z First Name
In the Administrative Details area, the following are mandatory as well:
z Start Date
z Organization
However, default values are displayed for Start Date and Organization.
The default value for Start Date is the current date, and the
Organization default value is the current user’s organization.
5 If required, type the employee’s middle initial and suffix information, and click the
calendar icon beside the Birth Date box to add the employee’s birth date
information.
6 Click Save.
The user is now saved in the system and appears, in alphabetic order, under Names
in the left panel. By default, the new employee is added to the current user’s root
organization.
7 Complete the following procedures as required:
a. Configuring Employee Profiles on page 52
b. Modifying Usernames, Passwords and Account Status on page 69
c. Assigning Access Rights (Roles and Scope) to an Employee on page 71
d. Associating Employees with Groups on page 73
Chapter 5 - Managing Employee Information and Access Rights Configuring Employee Profiles
Configuring Employee Profiles

Once you have added a user or multiple users to the system, you must configure their
profiles.
See:
z Configuring an Employee’s Profile on page 52
z Applying effective dates for wages, quality score and employee rank on the
Administrative Details screen on page 54
z Applying effective dates for Organizations, Supervisors, Team Leads and Job Titles
on page 57
z Adding Data Source Information to a User’s Profile on page 58
Configuring an Employee’s Profile

1 Click the User Management tab and in the left panel, select the name of the user
whose profile you want to configure.
2 On the Profiles tab, click the Edit button. The New Person form opens on the
right panel.
3 Expand the Contact Information area, and type the employee’s e-mail and
telephone information in the appropriate text boxes. These attributes are optional.
WARNING Ensure that you enter the correct e-mail address for the employee. An
email is required if the employee is to receive e-mail alerts.
4 Expand the Home Address area, and type the employee’s home address
information, including street, street number, city, and state. These attributes are
optional.
5 Expand the Administrative Details area.
Then type the following information, as required. Only Start Date and
Organization are mandatory, with default values applied.
z Click the calendar icon beside the Start Date box, and add the correct start
date for the employee.
z If applicable, select the Is Supervisor or Is Team Lead check box.
z If applicable, click inside the Employee Type drop-down list box, and select an
employee type other than the default Full-time type.
z Type the employee ID number, if applicable, in the Employee ID box.
z If applicable, type the employee’s Tax ID (SSN) number.
z To apply effective dates for wage amounts, quality scores and rank, see Applying
effective dates for wages, quality score and employee rank on the Administrative
Details screen on page 54.
z To apply effective dates for the employee’s organization, title (supervisor or team
lead, if applicable) and for job title, see Applying effective dates for
Organizations, Supervisors, Team Leads and Job Titles on page 57.
6 In the Data Source area to the right of the screen, provide the data source
information, if applicable. For more details on data sources, see Adding Data Source
Information to a User’s Profile on page 58.
The new person’s name is listed in the Name box on the left pane of the window as
part of the organization to which you added the new employee.
8 For new users/employees, do the following as required:
a. Modifying Usernames, Passwords and Account Status on page 69
b. Assigning Access Rights (Roles and Scope) to an Employee on page 71
c. Associating Employees with Groups on page 73
d. on page 74
Applying effective dates for wages, quality score and employee

rank on the Administrative Details screen
To apply effective dates for wages, quality score and employee rank, do one or more of
the following:
To apply effective dates for wages, type a wage amount in the Wage Amount
box, and then click the pencil icon beside the Wage Amount box.
When the Effective Dates: Wage pop-up window opens, do the following:
a. Beside Effective Dates, select one of the effective date options (Update value
for current period, Insert value for period from, and Insert value from)
and, using the calendar icons, enter the effective dates.
Note that the from date is determined by the As of Date on the profile screen,
in combination with the current period in which this date falls.
b. If you haven’t already done so, the wage amount in the Wage box. The wage
entered must be between 0.00 and 999.99.
c. Click the Set button to save these changes and close the pop-up dialog box. The
Wage Amount boxes are now populated with the wage amount and effective
dates.
d. Click Save.
To apply effective dates for the quality score click the pencil icon beside the
Quality Score box.
When the Effective Dates: Quality Score pop-up window opens, do the
following:
b. If you haven’t already done so, type a value in the Quality Score box. The
quality score value should be between 1 and 100.
Quality Score boxes are now populated with the Quality Score value and its
effective dates.
d. Click Save.
To apply effective dates for employee rank, click the pencil icon beside the
Rank box.
When the Effective Dates: Rank pop-up window opens, do the following:
b. If you haven’t already done so, type a value in the Rank box. The rank value
should be between 1 and 9,999.
Rank boxes are now populated with the employee rank value and its effective
dates.
d. Click Save.
Applying effective dates for Organizations, Supervisors, Team

Leads and Job Titles
z To apply effective dates for organizations, supervisors, team leads and job titles,
click the pencil icon beside the Organization box.
The Effective Dates: Organization window opens. The window indicates the
current date and the default organization to which the employee is assigned.
z In this window do the following:

b. Click the arrow icon beside the Organization box to open the drop-down list
and show the organization hierarchy. Then, scroll up or down in the list to select
the organization to which you want to add the new individual. If the organization
to which you add the individual includes sub-organizations, information about the
employee is also available to those sub-organizations.
If required, you can also change the organization to which you want the
employee to belong.
c. Click the arrow icon beside the Supervisor box, and then select the
appropriate supervisor from the drop-down list. The list of available supervisors is
dependent on the organization to which you had added the new person.
d. Click the arrow icon beside the Team Lead box, and then select the
appropriate team lead from the drop-down list. The list of available team leads is
dependent on which organization your selected for the new person.
e. Click the arrow icon beside the Job Title box, and then select one of the
available job titles. The available job titles depend on the organization you
selected in (d) above.
f. Click the Set button to save these changes and close the pop-up dialog box. The
Organization, Supervisor, Team Lead, and Job Title boxes in the
Administrative Details area are now populated with your selections.
g. Click Save.
Adding Data Source Information to a User’s Profile

After you create or add a new employee, you must associate that employee with a data
source. An Agent ID is required for each data source so that data coming from that data
source can be associated with the correct employee.
NOTE For details on creating data sources that can be assigned to employees,
see the Framework Applications System Administration Guide.
Consider the following when adding Data Source information:
Data sources for Quality Monitoring 7.8.x
z If your site uses Quality Monitoring Version 7.8.x, click the Quality Monitoring
check box to associate that data source with employees who are also defined in the
Quality Monitoring Version 7.8.x system. The Quality Monitoring Version 7.8.x Data
Source does not require an Agent ID.
The information from the Quality Monitoring Version 7.8.x data source can be used
in both Forecasting and Scheduling, and as part of the employee's adherence
information.
Adding data source information

1 Navigate to User Management > Profiles, and the Data Source area at the right
of the Profiles screen.
2 For each data source (for example, Phone or LAN), if the adjacent Employee ID
column is active, record the relevant Agent ID(s) used by that employee for that
data source.
See:
z Adding multiple IDs to a Data Source on page 59

z Adding a Phone Extension Associated With a Data Source on page 59
Adding multiple IDs to a Data Source

1 Type the agent IDs in the text box, separated by a comma. Click the pencil icon
beside the text box to open the Data Source Employee ID Setting dialog box.
2 In the dialog box, type an agent ID in the text box. If you want to enter additional
IDs, click the Add button, and enter another ID in the new text box. Repeat for
each additional agent ID.
You can enter up to 10 agent IDs.
Adding a Phone Extension Associated With a Data Source

1 Type the phone extension inside the text box.
2 Click the pencil icon beside the text box to open the Select Extension window,
select the extension, and then click Set.
Editing Member Profiles

If you have the appropriate role and privileges, you can edit users’ profiles.
If you need to edit certain types of information for multiple employees, you can use the
Enterprise suite’s multi-edit feature.
Note that when you are editing, employees, you can view the employees in the
organization you are editing by completing the filtering procedure described in
Chapter 2 “Getting Started”.
See:
z Editing a Single Employee’s Profile, page 60
z Editing Multiple Employees’ Data, page 60
z Exporting Employee Information to a Data File, page 62
Editing a Single Employee’s Profile

1 In the Name list on the left pane of the User Management module, select the name
of the employee you want to edit. The Profiles window refreshes with that
employee’s information. Do the following to make changes to user data:
z Type the new information required into those boxes that are editable, or click a
drop-down list box to add or change the existing information.
z For example, click beside the Organization box to edit effective dates
information.
z If the member you are editing for an organization used to be a member in

another organization, in the Effective Dates pop-up box, do not select the
Update value for current period option, when setting the effective date of the
person’s membership. If you do, you lose all information about the block lessons
a person took in the previous organization.
z Click the Users tab to make changes to the employee’s user name, password,
and activity status.
z Click the Access Rights tab to make changes to the user’s roles and privileges.
2 Click the Save button after making changes on each tab.
Editing Multiple Employees’ Data

With the Enterprise suite’s multi-edit feature, you can:
z On the Profiles tab, edit the following information for multiple employee profiles
simultaneously:
z Rank
z Start Date
z End Date
z Employee Type
z Quality Score
z Organization
z Supervisor
z Team Lead
z Job Title
z Data association to a Quality Monitoring Version 7.8.x data source
z On the User tab, view a list of multiple employees’ user names, passwords, and
activity status on the User tab. You can then make changes to each user by typing
the information in that window.
z On the Access Rights tab, view a list of multiple employees for whom you want to
change roles and privileges.
z On the Interactions tab, edit all Interactions and Analytics properties.
To edit multiple employees’ data

1 In the Name list on the left panel of the Employees screen, select the names of
the employees whose profiles you want to edit simultaneously.
Hold down the Ctrl key on your keyboard while selecting non-contiguous members
in the list, or select the first member in a contiguous list, hold down the Shift key,
and then select the last member in the list.
2 Click the View button at the bottom of the left panel. The Profile window on the
right panel refreshes, showing the number of employees you selected, and the
fields that can be edited for these employees.
NOTE When editing multiple employees, data is shown for each attribute type,
as long as it is the same for all employees (for example, same
organization, same start date, and so on).
If the data is different, for example employees belong to different
organizations and have different start dates, an asterisk (*) instead of a
value is shown next to those attribute types.
3 Make changes to multiple employees as follows:

z To make changes to employee profiles, make the required changes in the
Profiles panel, and then click the Save button. The changes are applied to each
employee you selected.
z To make changes to multiple employees’ user names, passwords and activity
status, click the Users tab, type the required changes to the user information for
each employee, and then click the Save button.
z To make changes to multiple employees’ access rights, click the Access Rights
tab. Do one of the following:
z Select a single employee from the list shown on the Access Rights window,
and then click the Edit Access Rights button and make the necessary
adjustments. Continue doing this for each employee, and then click the Save
button.
z Select several employees, and click the Reassign Access Rights button and
select access rights to apply to all employees. Then click the Save button.
Exporting Employee Information to a Data File

If you want to create a file containing your employee information, you can export the
information to a data file that you store on your hard drive.
You need to export employee information first if you plan to update multiple employees
from a data file.
To export multiple employees to a data file

1 Navigate to User Management > Profiles.
2 On the left panel, select all the employees you plan to export to a data file.
3 Click the Export button at the bottom of the right panel. The EmployeeExport
pop-up box appears.
4 In the Delimiter drop-down list box, select an option (for example, Tab).
5 Click Export.
6 In the File Download dialog box, click the Save button.
7 In the Save As window, select the drive where you want to save the file, and then
in the File name box, type a name for the file.
8 Click Save.
The employee information is saved in a text file.
Importing Information for Multiple Employees Using a Data

File
You can import or update employees using a data file. You can also export employee
information to a data file.
Importing New Multiple Employees from a Data File
If required, you can import data about a group of employees by using either a data file
or importing users from the Windows domain.
With the data file import, user names are imported, and a a default password is
assigned to each user. Each user’s account is in Reset Mode, and the users must
change their passwords after they log on for the first time with the default password.
To import multiple Employees with a Data File:

Consider the following when you are importing employees from a data file:
z The data file you import must be a delimited text file with the column names that
match the field names used in the suite. The column names used by the suite are
listed in the Import dialog box when you click Import.
z For each employee created through the importing process, the system assumes that
each data item has effective dates equal to the start and end date for the employee.
1 Create a data file that contains the employee information you want to import. For
details on how data should be set up in the data file, see Appendix D, Data File Set
Up for Importing Multiple Employees on page 87.
2 Navigate to User Management > Employees > Profiles.
3 Click the Import button at the bottom of the right pane to open the Import dialog
box.
NOTE By default, the Last Name, First Name and Organization check boxes
in the Import dialog box are already selected, and cannot be de-selected.
4 Beside Mode, select the Create option.

5 Click the Browse button beside the File to import field and navigate to and select
the file that you want to import.
6 Click the arrow icon beside the Delimiter box and select the delimiter to be used
when importing the file (for example, Tab, which is the typical delimiter).
7 In the Number of lines to ignore at start of file, type the number of lines.
8 Do one of the following:
a. If you want to import information related to only some of the fields in the
Import dialog box, select the check boxes beside the appropriate fields, and
provide the column number corresponding to the field in the import file.
b. If you want to import information related to all the fields in the Import dialog box,
click the Select All button to select all the check boxes.
NOTE In the Import dialog box, you can select the User Name check box to
import names from the file for each person imported. If you select this
check box, note the following:
z A user account is created for each imported person.
z The user name for the account is the user name requested in the
import file, if it is not already in use. If it is in use by some other user,
the requested name is modified to make it unique.
z A default password is provided for each account created. The default
password comprises:
<first letter of the first name of the person> + <last name of
the person>
For example, the default password for John Smith is jsmith.
z Users created in this way are asked to reset the account password
when they log on for the first time, once they successfully identify
themselves.
z An information message is displayed on the import screen every time
a user name is modified to make it unique, or if a default password is
provided for a person.

The users are now saved in the system and appear, in alphabetic order, under
Names in the left panel.
10 Once you have imported the employee data, complete Modifying Usernames,
Passwords and Account Status, page 69 and Assigning Access Rights (Roles and
Scope) to an Employee, page 71 for each imported employee. You can speed the
process by using the Enterprise suite’s multi-edit feature, which is described in
Editing Multiple Employees’ Data, page 60.
Updating Multiple Employees Using a Data File
NOTE This procedure is only supported from V11 SP1 and higher. See the suite’s
upgrade guides for information on upgrading to V11 SP1.
If you have existing employees in the system, and have updated their information on a
data file, you can import the information and update the existing employees.
When updating multiple employees from a data file, you select unique identifier keys
(Internal ID) based on which you locate the existing employees and update their
existing information.
To update multiple employees using a data file

1 Before beginning the update, export existing employee information to a data file.
The data file stores the Internal ID for each employee.
For details on how to use the export feature, see Exporting Employee Information to
a Data File, page 62.
2 Navigate to User Management > Employees > Profiles.
3 At the bottom of the right panel, click Import to open the Import dialog box.
4 Beside Mode, select the Update radio button.
NOTE By default, the check box beside the unique identifier, InternalID is
selected.
5 Click the Browse button beside the File to import field and navigate to and select
the file that you want to import.
6 Click the arrow icon beside the Delimiter box and select the delimiter to be used
when importing the file (for example,Tab, which is the typical delimiter).
7 In the Number of lines to ignore at start of file, type the number of lines.
8 Do one of the following:
a. If you want to import updated information related to only some of the fields in
the Import dialog box, select the check boxes beside the appropriate fields, and
provide the column number corresponding to the field in the import file.
b. If you want to import updated information related to all the fields in the Import
dialog box, click the Select All button to select all the check boxes.
The user information in the system is updated with the updated information from
the data file you imported.
Importing Multiple Employees from the Windows Domain

If you have configured Windows appropriately, you can import multiple users from the
Windows domain. Typically, you should be able to import the following:
z First Name, Last Name
z Email Address
NOTE z The system uses an ActiveX component when importing user
information from the domain. If required, you may be prompted to
download the ActiveX component in order to complete this procedure.
To import multiple employees from the Windows domain

1 Click the User Management tab.
2 Click the Import Domain Users button at the bottom of the right pane to open the
Select Users dialog box.
By default, the Object Type selected is Users.
3 Click the Locations button and browse to the location of the domain from which
you are importing users, and select the appropriate location.
4 In the Enter the object names to select text box, type the syntax for the user
names you plan to import. For example, type Display Name [FirstName
LastName].
5 Click OK.
The users are now saved in the system and appear, in alphabetic order, under
Names in the left panel.
By default, the imported employees are added to the organization to which you
belong.
6 Once you have imported the employee data, complete Configuring an Employee’s
Profile, page 52, Modifying Usernames, Passwords and Account Status, page 69 and
Assigning Access Rights (Roles and Scope) to an Employee, page 71 for each
imported employee.
You can speed the process by using the Enterprise suite’s multi-edit feature, which
is described in Editing Multiple Employees’ Data, page 60.
Terminating or Deleting Employees

Users' termination and deletion are two ways of discarding user data in the suite.
Terminated or deleted users are no longer visible on user lists.
However, when you terminate a user, definitions and statistics for the terminated users
remain in the system and can be restored.
Since all definitions and statistics of terminated users remain available, these users can
be searched for and viewed in reports and forms. You can also restore a terminated user
at any time by simply reactivating the user.
This is usually done when an employee leaves the company but you want to retain their
historical statistics.
This option is also useful, for example, when you expect a person to return to work after
a prolonged leave. In this case, you can temporarily deactivate the user for the period
when the user is absent, and reactivate the user upon his return. Reactivating the user
will spare you redefining the user anew, with all the user's statistics remaining intact.
Deleting a user permanently removes the user's definitions, though their statistics can
be retrieved in a limited fashion.
See:
z Terminating an employee, page 69
z Deleting an employee, page 69
Chapter 5 - Managing Employee Information and Access Rights Modifying Usernames, Passwords and Account Status
Terminating an employee
NOTE If you have a Quality Monitoring 7.8.x license, special care should be
taken if terminating a supervisor. If the supervisor has subordinates, the
supervisor cannot be made inactive (end-dated) if the subordinates are
active. To avoid this problem, re-assign the subordinates to another
supervisor, before terminating the supervisor.
of the employee who you want to terminate. The Profiles window refreshes with
that employee’s information.
2 Click the Terminate button at the bottom of the right pane, and then click OK to
confirm the termination. The current date is added as the end date to the
employee’s profile.
Deleting an employee
of the employee who you want to delete. The Profiles window refreshes with that
employee’s information.
2 Click the Delete button at the bottom of the right pane, and then click OK to
confirm the deletion. All data associated with that employee is removed from the
system.
Modifying Usernames, Passwords and

Account Status
You can modify usernames and passwords in one of the following ways:
z After adding an employee to the system, or importing users through a file, you can
modify both the user name and password.
z After importing Windows domain users, who require Windows authentication, you
can modify only the user names, not the password.
Note that usernames can be modified as possible:
z Single domain: just the username (although you can include a fully qualified
domain name (FQDN))
z Multiple domains: if user name conflicts are possible, include a fully qualified
domain name: username@FQDN (FQDN = Fully Qualified Domain Name)
Chapter 5 - Managing Employee Information and Access Rights Modifying Usernames, Passwords and Account Status
To modify usernames, passwords and activity status:

1 In the User Management module, select the user for whom you want to set a
password and activate, then click the Users tab to open the Users window on the
right pane.
2 If required, type a name for the new user in the User Name box.
NOTE Users with Agent roles only have Organization scope applied to them.
This applies to users for all suite products.
3 If required, type a password in the Password box.

4 To activate the user, click the icon beside the Account Status box and from the
pop-up box, select the Active option to activate the new employee.
Other options in the Account Status box include the following:
Status Description
Force Password Forces users to change their password the next time
Reset: they log on. The new password should be in
accordance with the active password policy.
Force Password Reset Forces users to change their password the next time
with ID: they logs on, but they must identify themselves before
the password can be reset. The new password should
be in accordance with the active password policy.
Chapter 5 - Managing Employee Information and Access Rights Assigning Access Rights (Roles and Scope) to an Employee
Status Description
Locked by Failed The user’s account is locked after failed login

Login attempt(s), and depending on configuration, it will be
unlocked after a predefined period. It can also be
unlocked by an administrator.
Locked by Inactivity The user’s account has been locked by an due to
inactivity for <x> period of time, and can only be
unlocked by an administrator.

6 Go to the Assigning Access Rights (Roles and Scope) to an Employee, page 71
procedure to assign roles and privileges.
Once the next procedure is completed, the user can log on with the user name and
password assigned in this procedure.
Assigning Access Rights (Roles and Scope) to

an Employee
Access to all functions in the suite are controlled through the use of roles. A role defines
the individual’s access rights; each individual must be assigned at least one role in order
to log in to the suite:
z Each role is made up of a set of privileges; each privilege provides access to some
aspect of the system’s functionality.
z Each privilege is associated with one or more privilege types; typically most
privileges are of the Organization, Group, or Generic type.
Privileges related to Scheduling may be of the Campaign scope type.
Privileges related to system administration and installation/configuration may be of
the Installation type.
The type associated with each privilege within a role determines the scope that can
be assigned to a user with that role.
For information on scope assignment, see Scope Assigned to Users, page 72.
The roles assigned to an individual enable or disable the functions to which the user has
access. For example, a user assigned only the role of Agent would not see or use most
of the administrative functions that a Manager or Supervisor typically has access to.
To view users’ roles and scopes

1 Navigate to User Management > Employees > Access Rights.
The Access Rights screen displays, with the list of employees on the left panel.
Chapter 5 - Managing Employee Information and Access Rights Assigning Access Rights (Roles and Scope) to an Employee
2 Select the user whose role and scope you want to view.
3 To edit a user’s role and scope, see Assigning roles and scopes, page 72.
Scope Assigned to Users

If you are working with such applications as Workforce Management, eLearning,
Scorecards, and so on, individuals can also be assigned an organization and/or group
scope, based on the privilege associated with their role(s).
This is the organization or group level within which users can use the functionality to
which their roles entitle them to.
Typically, only users with administrative roles (for example, Administrator, Manager, or
Supervisor) have the roles with the appropriate privileges that allow them to be
assigned organization and/or group scopes. For example:
z If users with a Manager role that contains Organization type privileges are
assigned to a specific organization’s scope, they can have access to the records of
people in that organization and its sub-organizations, but not in other organization
streams.
NOTE Users with Agent roles only be assigned an Organization scope. This
applies to users for all suite products.
For details on roles and privileges and how they are configured, see Chapter 3 “Roles
and Privileges”.
Assigning roles and scopes

1 From the User Management module’s menu, select Employees > Access
Rights screen for the selected employee.
2 In the Access Rights screen, select the employee name and then click the Edit
Access Rights button.
The Access Rights screen refreshes, showing the list of roles set up in User
Management > Security > Roles Setup, as well as a list of columns showing the
Chapter 5 - Managing Employee Information and Access Rights Associating Employees with Groups
Organization Scope, Campaign Scope, Installation Scope, and Group Scope

areas.
3 Under Role Name, select the boxes beside the roles that you want to assign to the
new user.
4 In the Organization Scope area, check the boxes beside the organizations for
which you want the user to have the role privileges. Note that the sub-organizations
of the organizations that you check are also automatically selected.
5 If the Group Scope areas is activated (that is, if the role(s) selected also contains
Group type privileges), select the groups for which you want the user to have role
privileges. Note that sub-groups of the groups you check are automatically selected.
6 If applicable, check the appropriate boxes in the other scope areas (Campaign
Scope and Installation Scope).
7 Click the Save button. The user can now log on and use the functionality available
with the roles and privileges you assigned in this procedure.
Associating Employees with Groups

In the User Management module, you can add selected employees to the groups you
created in the Organization Management module.
Note that you can only add employees to child groups.
Chapter 5 - Managing Employee Information and Access Rights Associating Employees with Groups
For more details about groups, see Chapter 4 “Managing Organizations and Groups”.
To add employees to a group

1 In the User Management module, click the Groups tab.
The right panel refreshes, showing the list of groups.
2 Select the group or groups to which you want to associate one or more employees.
Note that only active groups are displayed in the right panel under Groups.
3 In the left panel, select one or more employees that you want to associate with the
selected group(s).
Appendix A
Understanding Roles and

Privileges
This section describes how assigning roles and privileges to users defines how users
access suite functionality.
z Overview, page 76
z Predefined Roles in the Suite, page 77
z Typical Privileges Associated with Pre-Defined Roles, page 78
Chapter A - Understanding Roles and Privileges Overview
Overview
In the User Management module, you configure user roles and privileges to manage
security and define how users access different parts of the system:
Pre-defined roles
The suite uses a set of pre-defined roles, including the Administrator, Manager,
Supervisor and Agent roles.
Each pre-defined role contains a set of default user privileges. Privileges allow users to
whom the roles are assigned to access, view, and/or manipulate different applications
and their features and data.
Examples:
z Users with an Administrator role that includes both the People and Personal
Profile privileges can view and configure access rights and user information
(with the People privilege), as well as view their personal profile screens (with
the Personal Profile privilege).
z Users with an Agent role that includes only the Personal Profile privilege
cannot view or configure user information, though they can see their personal
profile screens.
If required, you can edit the pre-defined roles or create custom roles.
See:
z Predefined Roles in the Suite, page 77
z Creating a New Role and Assigning Privileges to It, page 27
Privilege availability
Privileges available for use with a role depend on the product licenses purchased by the
customer.
Examples:
z If a customer purchased the Scorecards license, Scorecards privileges are
activated and visible, and by default, many of them are already associated with
pre-defined roles such as Administrator and Agent.
z If the customer did not purchase a license for Interactions & Analytics, privileges
related to that product are not activated or visible, and cannot be associated
with any role.
For details, see Typical Privileges Associated with Pre-Defined Roles on page 78.
What happens after roles and privileges are set up

Once roles and privileges have been set up:
z Each user must be assigned at least one role in order to log on to the system.
The default role is Agent.
z After they are assigned roles, users can also be assigned a scope for those roles,
depending on the type of privileges that are included with the roles.
If assigned a scope for their roles, users can perform the tasks for which they
have privileges, but only within the assigned scope. For example, if users are
assigned a specific organization as the scope for their role, they can only
perform tasks within that organization.
For details on how roles and user scope are assigned to users, see Chapter 5 “Managing
Employee Information and Access Rights”.
Predefined Roles in the Suite

The suite uses up to 16 pre-defined roles that have default privileges associated with
them.
Pre-defined roles activated with all licenses:
z Agent (Default Role)
z Supervisor
z Manager
z Administrator
z Enterprise Manager Admin
z Ad hoc Query Analyst
z Analyst
z System Monitor Administrator
Pre-defined roles activated with a WFM license:
z Branch Manager
z Branch Employee
z Branch Administrator
z Scheduler
Pre-defined roles activated with an eLearning License:
z Content Developer
z Instructor
z Lessons Availability Manager
WARNING If your company purchased the Scorecards application, you must use the suite’s
Agent, Manager, Supervisor, Scheduler and Administrator pre-defined roles if you
want to apply KPIs to roles. Do not delete these roles, as you cannot apply KPIs to
custom, user-defined roles.
Typical Privileges Associated with Pre-Defined Roles

Each default role and each role you create contains a set of privileges. These privileges
define the tasks you are able to perform within an application.
The tables below list the suite’s pre-defined roles, and give a high-level description of
the typical privileges for each role in each application.
If your company purchased a package that includes several applications - for example,
Workforce Management, Interactions and Analytics, and Recording - you can combine
the privileges related to individual applications in a single role.
For example, if the suite comprises the WFM and Scorecards applications, the default
Agent role may include the typical privileges that relate to both Workforce Management
and Scorecards, such as viewing schedules (Workforce Management) and scorecard
results (Scorecards).
NOTE Product licensing determines the set of pre-defined roles and privileges available.
See:
z Typical Privileges for Workforce Optimization Suite Applications on page 79
Typical Privileges for Workforce Optimization Suite Applications

The table below describes typical privileges for Workforce Optimization Suite
applications, including Workforce Management, Scorecards, eLearning, Customer
Feedback, and Coaching.
Typical Privileges For Framework Applications
Pre-defined Customer
Roles WFM Coaching Scorecards Feedback eLearning
All Products
Agent View View contact View reports on View Feedback Take lessons,
schedule,Request and evaluation their individual Goals and Review lesson
timeoff, Request attachments in progress within Assigned assessment
shift swaps, the My an organization Surveys history,
Participate in Shift Coaching View non- Generate
bidding, run section management reports
Learning lessons, Feedback
enter time and results
activities, and (reports) with
view scorecard personal data)
Supervisor Subset of View and add View reports on View and Lesson
managers’ contact their individual configure Management
permission; can attachments, progress, the feedback goals, and
also use the view and add progress of view all Assignment,
Reports module evaluation employees, Feedback Competency
attachments, and/or Results Management
view the organizations (reports) with Generate
Manage personal, reports, Create
Coaching employee, and/ and map
section, or competencies
configure organizational
Coaching data.
sessions, view
contact and
evaluation
attachments in
the My
Coaching
section
Manager Manage people, View and View reports on View and Configure
view group configure their individual configure Notification
schedules, Coaching progress, the feedback goals, Alerts, Lesson
approve agents' results, view progress of view all Management
requests, view and configure employees, Feedback and
adherence status, Coaching and/or Results Assignment,
authorize session types, organizations (reports) with Competency
adherence view and add personal, Management,
exceptions, create contact employee, and/ Generate
and view reports attachments, or reports, Create
view and add organizational and map
evaluation data, manage competencies
attachments, surveys
view the
Manage
Coaching
section,
configure
Coaching
sessions, view
contact and
evaluation
attachments in
the My
Coaching
section
Administrator Set up and View and Set up and View and Configure
administer the configure maintain configure the Notification
Workforce Coaching Scorecards ETL, view and Alerts,
Optimization results, view including configure Lesson
Suite’s functions and configure source feedback goals, Management
and organizations, Coaching measures and view all and
such as session types, systems used Feedback Assignment,
Organization view and add to calculate KPI Results Competency
Setup, Security contact data. (reports) with Management,
Setup, System attachments, Administrators personal,
Generate
Setup, and view and add can access the employee, and/
reports, Create
Request evaluation same or
and map
Management attachments, functionality organizational
competencies
Setup. view the used by data, configure
Administrators are Manage Managers, Customer
responsible for Coaching Supervisors, Feedback
operational and section, and so on. system
business configure settings, build
configuration, not Coaching surveys,
for the functions sessions, manage
typically delete, enable, surveys.
performed by and review
Information Coaching
Technology (IT) sessions, view
organizations. contact and
evaluation
attachments in
the My
Coaching
section
Enterprise Administer EM N/A N/A

Manager Admin administration
modules.
Ad Hoc Query Access only to the View the N/A N/A

Analyst AdHoc Reports Manage
section of the Coaching
Reports module. section, view
Allow to create, contact and
edit, and delete ad evaluation
hoc reports using attachments in
the Cognos Query the My
Studio Coaching
section
Analyst Create and View Create and

Platform Reports View Platform
Reports (TBD)
WFM
Branch Branch managers View and View reports on

Manager combine some of configure their individual
the functions of Coaching progress, the
managers and results, view progress of
schedulers in the and configure employees and
context of retail Coaching or
financial services, session types, organizations.
which use a view and add
subset of the contact
Workforce attachments,
Management view and add
features. evaluation
attachments,
view the
Manage
Coaching
section,
configure
Coaching
sessions, view
contact and
evaluation
attachments in
the My
Coaching
section
Branch Branch employees View the View reports on

Employee can generally view Manage their individual
schedules and Coaching progress within
enter their time section, view an organization
and activities. contact and
They are similar to evaluation
agents, but in the attachments in
context of retail the My
financial services, Coaching
which use a section
subset of the
Workforce
Management
features.
Branch Branch View and Set up and

Administrator administrators can configure maintain
generally set up Coaching Scorecards
and administer the results, view including
Workforce and configure source
Optimization Coaching measures and
Solution solution’s session types, systems used
functions and view and add to calculate KPI
organizations, in contact data.
the context of attachments, Administrators
retail financial view and add can access the
services, which evaluation same
use a subset of attachments, functionality
the Workforce view the used by
Management Manage Managers,
features. Coaching Supervisors,
section, and so on.
configure
Coaching
sessions, delete,
enable, and
review Coaching
sessions, view
contact and
evaluation
attachments in
the My
Coaching
section
Scheduler In addition to their View the

use of Forecasting Manage
and Scheduling, Coaching
schedulers can section, view
use the Workforce contact and
Optimization evaluation
Solution for a attachments in
variety of tasks, the My
including Coaching
publishing section
schedules, viewing
adherence data,
managing
requests, and
viewing and
running reports.
eLearning View View contact

schedule,Request and evaluation
timeoff, Request attachments in
shift swaps, the My
Participate in Shift Coaching
bidding, run section
Learning lessons,
enter time and
activities, and
view scorecard
Content Subset of View and add All lesson

Developer managers’ contact management
permission; can attachments, tasks for
also use the view and add creating
Reports module evaluation lessons,
attachments, creating lesson
view the blocks,
Manage reviewing
Coaching lessons
section,
configure
Coaching
sessions, view
contact and
evaluation
attachments in
the My
Coaching
section
Instructor Manage people, View and Lesson

view group configure assignments,
schedules, Coaching Competency
approve agents' results, view requirements
requests, view and configure
adherence status, Coaching
authorize session types,
adherence view and add
exceptions, create contact
and view reports, attachments,
view and add
evaluation
attachments,
view the
Manage
Coaching
section,
configure
Coaching
sessions, view
contact and
evaluation
attachments in
the My
Coaching
section
Lessons Set up and View and Add/remove

Availability administer the configure lessons
Manager Workforce Coaching available to
Optimization results, view organizations
Suite’s functions and configure
and organizations, Coaching
such as session types,
Organization view and add
Setup, Security contact
Setup, System attachments,
Setup, and view and add
Request evaluation
Management attachments,
Setup. view the
Administrators are Manage
responsible for Coaching
operational and section,
business configure
configuration, not Coaching
for the functions sessions, delete,
typically enable, and
performed by review Coaching
Information sessions, view
Technology (IT) contact and
organizations. evaluation
attachments in
the My
Coaching
section
Enterprise Administer EM
Management administration
modules.
System Monitor Access only to the View the

Administrator AdHoc Reports Manage
section of the Coaching
Reports module. section, view
Allow to create, contact and
edit, and delete ad evaluation
hoc reports using attachments in
the Cognos Query the My
Studio Coaching
section
Appendix B
Data File Set Up for

Importing Multiple
Employees
The following sections describe how to set up data files when you are importing multiple
employees to the suite.
See:
z Overview, page 88
z Data File Field Descriptions, page 89
z Table A - Field Data Format and Application Requirements, page 89
z Table B - Field SQL Type and Allowable Length, page 98
z Error Messages Related to Importing Employees, page 101
Chapter B - Data File Set Up for Importing Multiple Employees Overview
Overview
If you are importing multiple employees into the suite’s User Management module for
the first time, you must set up a data file that the system can import.
NOTE Before you can create and import a data file, you first need to:
z Create data sources for the system. For details, see the Framework
Applications System Administration Guide.
z Set up organizations for the system. For details, see “About
Organizations and Groups” on page 32.
To be able to use the data file, you must make sure the following criteria are met. If
these criteria are not met, the import function fails:
z The file must contain the correct field names as per the tables in the section “Data
File Field Descriptions” on page 89.
z All information must be entered in the appropriate format for each field as per the
section “Data File Field Descriptions” on page 89.
z All required fields must be included in the file.
TIP The following are some guidelines for correct data entry:
z Add a header to show column names to make it easier to read the
file.
z Import supervisors before agents, according to the customer’s
organization hierarchy.
z Remove empty lines with white spaces.
If there are empty lines/white spaces, the import process looks for
required employee information that it does not find.
z Do not leave white spaces after user names.
There will be no error message, but the employee is imported and not
given the user name in the file, since users with names containing
white spaces cannot be created in the application
z Do not enter any of these characters in the data file: “ [] <>
\ & !
If any of the characters above are present in the file, the import fails.
z Do not import users for which there is an existing user with
the same data source user ID.
There is no warning message when this occurs.
View error messages/warning messages that appear during the import in the section
“Error Messages Related to Importing Employees” on page 101.
For details on importing the data file you created, see: “Importing Information for
Multiple Employees Using a Data File” on page 63.
Chapter B - Data File Set Up for Importing Multiple Employees Data File Field Descriptions
Data File Field Descriptions

The two tables below provide information about the employee data fields required for
the User Management import data file.
z The first table, Table A, provides the names of the fields, basic format information,
and then indicates for which applications in the suite they are required and used.
z The second table, Table B, lists the SQL type and length allowed for each field, as
applicable.
See:
z Table A - Field Data Format and Application Requirements, page 89
z Table B - Field SQL Type and Allowable Length, page 98
Table A - Field Data Format and Application Requirements

The table below provides the following information:
z # - Indicates the number of the system’s default order for each field in each row in
your data file.
NOTE Rows of fields can be entered in any order, though it is recommended that
you keep this order.
z Field Name - The name of each field.

z Format - The format required to enter information into each field, whether text or
numeric, date field formats, etc.
IMPORTANT The following characters cannot be used in any field in the data import
file:
" [] <> \ & !
If you use one of these characters, the import returns an error message
and the import fails.
z Framework & F&S, Framework Only, and F&S Only: The application or
applications for which the field is used - for example, Framework - Framework
applications only, Framework and F&S - Framework and Forecasting and
Scheduling.
z Required, Recommended, Optional - Whether the field is required,
recommended or optional only. While very few fields are marked Required (for
example, Last Name and First Name for all applications, as well as Data
Source), many more are marked Recommended. Keep this in mind when setting
up your data file.
# Field Format Frame- Frame- F&S Required Recom-

Name work work & Only mended
Only F&S
1 Last Name Alphanu- X X

[checked meric text
by default] (up to 50
characters)
2 First Name Alphanu- X X

[checked meric text
by default] (up to 50
characters)
3 Middle Ini- Alphanu- X

tial meric text
1 character
4 Suffix Alphanu- X
meric text
(up to 50
characters)
[eg. Mr./Ms.]
5 Birth Date mm/dd/yyyy X
(e.g., 2/12/
2010]
6 Tax ID xxx-xx-xxxx X
(SSN)
[e.g.
987-65-5434
7 Wage Up to 999.99 X
Amount

Only F&S
8 Rank * Number up X
(* - pro- to 9999
vided by
default)
9 Start mm/dd/yyyy X X
Date*
(* - pro-
vided by
default)
10 End Date* mm/dd/yyyy X

(* - pro-
vided by
default)
11 Is Supervi- TRUE or X X
sor FALSE
12 Is Team TRUE or X X
Lead FALSE
13 Organiza- Text X X X
tion *
[eg: Org1]
14 Supervisor LastName, X X
FirstName
MI, Suffix
[eg. Adams,
Thomas]
15 Team Lead LastName, X X

FirstName
MI, Suffix
[eg. John
Smith]
16 Job Title Text X
(eg. Agent or
Supervisor)

Only F&S
17 Employee Alphanu- X
ID meric text –
up to 20
characters
18 User Name Alphanu- X X

meric text
19 E-Mail Alphanu- X X
meric text
(e.g. vol-
aci@hot-
mail.com)
20 Home xxx-xxx- X
Phone xxxx
[numeric]
(e.g. 416-
210-2222)
21 Work xxx-xxx- X
Phone xxxx
[numeric]
(e.g. 416-
210-2222)
22 Cell Phone xxx-xxx- X

xxxx
[numeric]
(e.g. 416-
210-2222)

Only F&S
23 Address 1 Alphanu- X
meric text
(e.g.
456 ABC
Road)
meric text
(e.g. Suite
222)
meric text
(e.g.
P.O. Box
456)
26 City Text X
27 State Text X
28 Zip/Postal Alpha- X
Code numeric text
Up to 15
characters
29 Country Text X

Only F&S
30 Data Alpha- X X X
numeric
Source
text,
including
In this parentheses
field, you Format:
must enter {{data
the Data source name
Source/ 1, acd id1,
ACD and extension
ACD ID id1}, {data
source name
parame-
2, acd id2,
ters extension id
2}, …}
E.g.,
{{CS Feed-
back,333,};
{CS Feed-
back,222,};
{Santa Clara
CMS,
2522,};{ON
YX,Pool - CIC
WAMER
IRG,};{BMP,
Elliott Say,};
{CS Feed-
back,111,};
{CS Feed-
back,2522,}
31 Pop-Up Alphanu- X X
Address meric text
(e.g.
a123z2pop)
32 Proficiency Numeric, X
between
0.1 and 9.9

Only F&S
33 Quality Number up X
Score to 9999
34 Min Hours hh:mm:ss X

[e.g.
37:30:00)
35 Max Hours hh:mm:ss X

[e.g.
40:00:00)
36 Preferred Choose X
Start Start Early
or Start
Late
37 Chat Ses- Numeric X

sions
Between 1
and 99

Only F&S
38 Employee Default: Full- X X

time
Type
Contract,
Full-time,
Part-time,
Supervisor
are
predefined
options, but
user can also
have created
employee
types and
those are
valid for this
field too.
39 Max OT h:mm X
Hours Per [7.30]
Week
40 Max OT h:mm X
Hours Per [3.30]
Day
41 Max VTD h:mm X

Hours Per [7.30]
Week
42 Max VTD h:mm X

Hours Per [3.30]
Day
43 OT Before Prefer, Do X
not prefer,
Shift
and No
preference
44 OT After Prefer, Do X
Shift not prefer,
and No pref-
erence

Only F&S
45 VTO at Prefer, Do X
Shift Start not prefer,
and No pref-
erence
46 VTO at Prefer, Do X
Shift End not prefer,
and No pref-
erence
Customer- These fields X
defined are created
fields, User during inte-
1 to User gration
10 adapter con-
figuration,
and appear
in the Import
screen and
file.
For details
on setting up
customer
defined
fields, see
the Generic
Interfaces
and Adapters
Guide.
Table B - Field SQL Type and Allowable Length

The table below provides the following information:
z # - The default order provided by the system for entering each field in each row in
your data file. It is recommended that you keep this order.
z Field Name - The name of each field.
z SQL Type - The data type required by SQL.
z Allowed Length - The allowable number of characters for each field.
z Comments - Comments provided where applicable.
NOTE Allowed character length is not applicable for Integer and Datetime SQL
data types.
# Field Name SQL type Allowed Comments

length
1 Last Name [checked by Varchar 50 Not null

default]
2 First Name [checked by Varchar 50 Not null

default]
3 Middle Initial Char 1 nullable
4 Suffix Varchar 4 nullable
5 Birth Date Datetime Nullable
6 Tax ID (SSN) Varchar 25 nullable
7 Wage Amount Decimal 20,2
8 Rank * Integer N/A 0

(* - provided by default)
9 Start Date* Datetime N/A Not null

10 End Date* Datetime N/A nullable

11 Is Supervisor Bit N/A
12 Is Team Lead Bit N/A
13 Organization * Varchar N/A It is saved as

organiztionid in
workresourceorganiz
ation table

length
14 Supervisor Integer N/A
15 Team Lead Integer N/A
16 Job Title Integer N/A
17 Employee ID Varchar N/A
18 User Name Varchar 50
19 E-Mail Varchar 100
20 Home Phone Varchar 100
21 Work Phone Varchar 100
22 Cell Phone Varchar 100
23 Address 1 Varchar 100
26 City Varchar 50
27 State Varchar 50
28 Zip/Postal Code Varchar 15
29 Country Varchar 30
30 Data Source 1. Data 1. Data This input has: 1. Data

In this field, you must enter source source source Name
the Data Source/ACD and Name: Name: 50 2. Agent (employee) ID
ACD ID parameters varchar 2. Agent 3. Extension ID
2. Agent (employee
(employee) ) ID: -
ID: integer 3.
3. Extension Extension
ID: varchar ID: 128
31 Pop-Up Address Varchar 100
32 Proficiency Smallint N/A
33 Quality Score Integer N/A
34 Min Hours Integer N/A
35 Max Hours Integer N/A
36 Preferred Start Smallint N/A

length
37 Chat Sessions Integer N/A
38 Employee Type char 15
39 Max OT Hours Per Week Integer N/A Maximum Overtime

minutes per week
40 Max OT Hours Per Day Integer N/A Maximum Overtime

minutes per day.
41 Max VTO Hours Per Week Integer N/A Maximum Voluntary

Time-off Hours per
Week.
42 Max VTO Hours Per Day Integer N/A Maximum Voluntary

Time-off Hours per Day.
43 OT Before Shift Smallint Allowed The Overtime before
values
0,1,2
shift preference for an
Employee: 0 - Want
Overtime, 1 - Don't care
about Overtime, 2 -
Don't want Overtime
44 OT After Shift Smallint Allowed The Overtime after shift
values
0,1,2
preference for an
Employee: 0 - Want
Overtime, 1 - Don't care
about Overtime, 2 -
Don't want Overtime
45 VTO at Shift Start Smallint Allowed The voluntary time-off
values
0,1,2
preference at beginning
of a shift for an
Employee: 0 - Want
time-off, 1 - Don't care
about time-off, 2 - Don't
want time-off
Chapter B - Data File Set Up for Importing Multiple Employees Error Messages Related to Importing Employees

length
46 VTO at Shift End Smallint Allowed The voluntary time-off

values
0,1,2
preference at end of a
shift for an Employee: 0
- Want time-off, 1 - Don't
care about time-off, 2 -
Don't want time-off
Customer-defined fields, N/A N/A
User 1 to User 10
Error Messages Related to Importing

Employees
The following table lists the error messages that may appear when running a data
import.
Message Reason Outcome
Error Messages When Employee Parsing and Importing Stop
The following characters are Any input value has invalid Parsing stops with this
not allowed: []<>\"&! characters such as []<>\"&! exception and no employees
are imported.
Failed to upload data from Unhandled error happens (in EJB Parsing stops with this
file. Please make sure the or DB) when setting a value to exception and no employees
content is valid and\\or any of the fields in import like are imported.
specify number of lines to suffix, username etc. or when
ignore then try to upload creating employees. Ex: SQL
the file again. exception when longer value than
field can accept is entered in the
file.
An employee with same Duplicate balance data source Parsing stops with this
name is already assigned to assignment in file for an exception and no employees
one of the selected Balance employee are imported.
Data Source(s).
The extension ''{0}'' has Duplicate data source extension Parsing stops with this
already been assigned to ID in file for an employee exception and no employees
employee {1}, {2}." are imported.
The extension ''{0}'' does Invalid data source extension in Parsing stops with this
not exist as a primary file for an employee exception and no employees
extension in data source are imported.
''{1}''.
Error Messages When Employee Parsing Continues but Importing Stops
Record number {0}: Organization given in file for an Adds the message and
Employee {1} {2}: could employee not found continues parsing to find more
not be imported to the errors if any. But no
organization: {0} as the employees are imported.
organization does not exist.
Record number {0}: User does not have access to Adds the message and
Employee {1} {2}: could organization given in file for an continues parsing to find more
not be imported to the employee errors if any. But no
organization: {0} as you do employees are imported.
not have access rights to
the organization
Record number {0}: Missing first name for an Adds the message and
Employee {1} {2}: could employee continues parsing to find more
not be imported as the first errors if any. But no
name is missing. employees are imported.
Record number {0}: Missing last name for an Adds the message and
Employee {1} {2}: could employee continues parsing to find more
not be imported as the last errors if any. But no
name is missing employees are imported.
Record number {0}: Invalid email address in the file Adds the message and
Employee {1} {2}: could for an employee continues parsing to find more
not be imported as {0} is errors if any. But no
not a valid email employees are imported..
Record number {0}: Invalid data source ID in the file Adds the message and
Employee {1} {2}: could for an employee or there was an continues parsing to find more
not be imported as there error in EJB or DB when setting errors if any. But no
was a problem finding the the DS information to the employees are imported.
specified data source: {0}. employee object
Record number {0}: Invalid data source extension ID Adds the message and
Employee {1} {2}: could in the file for an employee continues parsing to find more
not be imported as there errors if any. But no
was a problem finding the employees are imported.
specified data source
extension: {0}.
Warning Messages that do not Affect Parsing or Importing
Record number {0}: Invalid proficiency value in file for Continues importing the
Employee {1} {2}: an employee employee and others in file.
Proficiency is set to default This message is only a
value 1.0 as the given value warning.
was not valid.
Record number {0}: Invalid quality score value in file Continues with importing the
Employee {1} {2}: Quality for an employee employee and others in file.
score is set to default value This message is only a
0 as the given value was not warning.
valid.
Messages After After Employee Import About User Account Information
Is provided with the default Default password is provided. Information message.

password and will be asked Employee is already imported
to change it on first login. and user information set.
The requested user name: Username modified When the given username in
{0} is already in use so user file is taken the username is
name: {1} is assigned to modified to make it unique.
the employee. The msg provides the new
username.
Record number {0}: Error occurred in EJB/DB when Employees are already
Employee {1} {2}: Error(s) setting user information created. Error occurred when
encountered while updating setting user information.
user information.

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Avaya Aura WFO

1 Introduction to User Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

3 Roles and Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

4 Managing Organizations and Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Job Titles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

5 Managing Employee Information and Access Rights. . . . . . . . . . . . . . . . . . . . 48

A Understanding Roles and Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Avaya Aura WFO User Management Guide 4

B Data File Set Up for Importing Multiple Employees . . . . . . . . . . . . . . . . . . . . 87

Avaya Aura WFO User Management Guide 5

The following describes:

User Management Overview

License and Role-based Access to Views and Functions in the

Avaya Aura WFO User Management Guide 7

High Level User Management Illustration

Avaya Aura WFO User Management Guide 8

User Management Workflow

Configuration User Management Workflow

Chapter 3 “Roles and 1 Create/EditRoles

Avaya Aura WFO User Management Guide 9

Accessing User Management

Accessing User Management

Avaya Aura WFO User Management Guide 11

Navigating User Management

Organization Management module

User Management module

Managing Roles, Privileges and Organizations

Avaya Aura WFO User Management Guide 12

Accessing the Roles & Privileges feature in the User

Avaya Aura WFO User Management Guide 13

Accessing the Organizations feature in the Organization

Avaya Aura WFO User Management Guide 14

1 To start setting up organizations, from the Organization Management menu, click

Task Click the...

Create or edit an organization Organization Settings tab

Create job titles for organizations Job Titles tab

Create employee types for Employee Types tab

For details on:

Avaya Aura WFO User Management Guide 15

Managing User Profiles and Access Rights

To manage a User Profile and its Access Rights

2 Select Employees > Profiles to open the Profiles tab.

Avaya Aura WFO User Management Guide 16

All employee information is displayed in columns across the screen.

Task Click the...

Create or update user profiles Profiles tab

Set up user names and passwords Users tab

Configure users’ roles and scope Access Rights tab

Assign users to groups Groups tab

Avaya Aura WFO User Management Guide 17

Avaya Aura WFO User Management Guide 18

Using the Employee Filter Feature

Creating Employee Filtered Views

Avaya Aura WFO User Management Guide 19

4 To select filtering options:

Avaya Aura WFO User Management Guide 20

Avaya Aura WFO User Management Guide 21

Viewing an Existing Filtered View

Using the Enhanced Find Feature for Multiple Employees

Avaya Aura WFO User Management Guide 22