Workforce management permissions overview


To use workforce management features, you need the permissions described here. For more information about PureCloud’s feature permissions, see About roles and permissions.

If you lose access to workforce management features, make sure that your role includes the appropriate permissions.

Note: To view queue, language, and skill names in workforce management, ensure that you have the following permissions:
  • To view queue names: Routing > Queue > Search permission
  • To view skill and language names: Routing > Skill > Manage permission

Without these permissions, queue, skill, and language names appear incorrectly; for example, <Unknown1> and <Unknown2>. 

Workforce management roles and permissions


Workforce management bases permissions on tasks or job functions. An administrator from the PureCloud organization must assign the appropriate permissions to the selected user or users. 

Workforce management activity codes

This permission Allows these actions And requires this license
Workforce Management > Activity Code > Add Add a new activity code and define the activity code’s parameters. PureCloud 2
Workforce Management > Activity Code > Delete Delete activity codes, excluding default activity codes. PureCloud 2
Workforce Management > Activity Code > Edit Edit activity codes. PureCloud 2
Workforce Management > Activity Code > View View existing activity codes. PureCloud 2

Workforce management agents

This permission Allows these actions And requires this license
Workforce Management > Agent > Edit Edit agent assignments in a management unit. PureCloud 2
Workforce Management > Agent > View View agent assignments in a management unit. PureCloud 2

Workforce management historical adherence

This permission Allows these actions And requires this license
Workforce Management > Historical Adherence > View View historical adherence for the selected time range. PureCloud 3

Workforce management intraday monitoring

This permission Allows these actions And requires this license
Workforce Management > Intraday Monitoring > View View intraday monitoring to see the differences between what was originally forecast and what actually occurs in real time for the current day. PureCloud 3

Workforce management management units

This permission Allows these actions And requires this license
Workforce Management > Management Unit > Add Add and configure new management units. PureCloud 2
Workforce Management > Management Unit > Delete Delete existing management units. PureCloud 2
Workforce Management > Management Unit > Edit Edit management units, excluding the name, start day of the week, or time zone. PureCloud 2
Workforce Management > Management Unit > Search Search for management units across divisions. PureCloud 2
Workforce Management > Management Unit > View View management units. PureCloud 2

Workforce management real-time adherence

This permission Allows these actions And requires this license
Workforce Management > Real-Time Adherence > View View real-time adherence. PureCloud 3

Workforce management schedules

This permission Allows these actions And requires this license
Workforce Management > Published Schedule > View View published schedules. PureCloud 2
Workforce Management > Schedule > Add Add a new schedule. PureCloud 2
Workforce Management > Schedule > Delete Delete a schedule. PureCloud 2
Workforce Management > Schedule > Edit Edit a schedule. PureCloud 2
Workforce Management > Schedule > Generate Generate a schedule based on forecast need. PureCloud 3
Workforce Management > Schedule > View View existing schedules. PureCloud 2

Workforce management service goal groups

This permission Allows these actions And requires this license
Workforce Management > Service Goal Groups > Add Add new service goal groups. PureCloud 3
Workforce Management > Service Goal Groups > Delete Delete existing service goal groups. PureCloud 3
Workforce Management > Service Goal Groups > Edit Edit service goal groups. PureCloud 3
Workforce Management > Service Goal Groups > View View existing service goal groups. PureCloud 3

Workforce management shift trades

This permission Allows these actions And requires this license
Workforce Management > Shift Trade Request > Edit Approve or deny shift trade requests. PureCloud 3
Workforce Management > Shift Trade Request > View View shift requests. PureCloud 3

Workforce management short-term forecasts

This permission Allows these actions And requires this license
Workforce Management > Short-Term Forecast > Add Add short-term forecasts. PureCloud 3
Workforce Management > Short-Term Forecast > Delete Delete short-term forecasts. PureCloud 3
Workforce Management > Short-Term Forecast > Edit Edit short-term forecasts. PureCloud 3
Workforce Management > Short-Term Forecast > View View short-term forecasts. PureCloud 3

Workforce management time off requests

This permission Allows these actions And requires this license
Workforce Management > Time-Off Requests > Add Add time off requests. PureCloud 3
Workforce Management > Time-Off Requests > Delete Delete time off requests. PureCloud 3
Workforce Management > Time-Off Requests > Edit Edit time off requests. PureCloud 3
Workforce Management > Time-Off Requests > View View time off requests. PureCloud 3

Workforce management work plans

This permission Allows these actions And requires this license
Workforce Management > Work Plans > Add Create and configure work plans. PureCloud 3
Workforce Management > Work Plans > Delete Delete work plans. PureCloud 3
Workforce Management > Work Plans > Edit Update or change work plans. PureCloud 3
Workforce Management > Work Plans > View View work plans. PureCloud 3


This table lists the workforce management permissions available to agents.

This permission Allows these actions And requires this license
Workforce Management > Agent Schedule > Utilize Load Based Allows an agent to be included in a load-based schedule based on forecast needs. PureCloud 3
Workforce Management > Agent Schedule > View View one’s own workforce management schedule in the dashboard. PureCloud 2
Workforce Management > Agent Schedule Notification > View View notifications of changes made to the agent’s schedule. PureCloud 2
Workforce Management > Agent Shift Trade Request > Participate Create, view, edit, match, and cnacel shift trade requests. PureCloud 3
Workforce Management > Agent Time Off Request > Submit Allows agents to submit time off requests. PureCloud 3


Add workforce management permissions


If you have the Master Admin role, restore the role to the latest valid permission set:

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. Optionally, use the Search filter to locate the Master Admin role.
  4. In the Master Admin row, click Edit Role.
  5. At the bottom of the page, click Restore Default Role.


If you use a separate role for workforce management access, add the relevant permissions:

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. Optionally use the Search filter to locate the appropriate role.
  4. In the role’s row, click Edit Role.
  5. Click the Permissions tab and click All Permissions.
  6. Select the appropriate workforce management permissions and click Save.