Workforce management permissions overview

To use workforce management features, you need the permissions described here. For more information about Genesys Cloud’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>. Unknown names are consistent within a single screen, but are not consistent throughout the other screens in the application.

Workforce management roles and permissions

Workforce management bases permissions on tasks or job functions. An administrator from the Genesys Cloud 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. Genesys Cloud 2
Workforce Management > Activity Code > Delete Delete activity codes, excluding default activity codes. Genesys Cloud 2
Workforce Management > Activity Code > Edit Edit activity codes. Genesys Cloud 2
Workforce Management > Activity Code > View View existing activity codes. Genesys Cloud 2

Workforce management agents

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

Workforce management business units

This permission Allows these actions And requires this license
Workforce Management > Business Unit > Add Add business units. Genesys Cloud 2
Workforce Management > Business Unit > Delete Delete business units. Genesys Cloud 2
Workforce Management > Business Unit > Edit Edit business unit information. Genesys Cloud 2
Workforce Management > Business Unit > Search Search for business units across divisions. Genesys Cloud 2
Workforce Management > Business Unit > View View business units. Genesys Cloud 2

Workforce management forecasting

This permission Allows these actions And requires this license
Analytics > conversationsAggregate > View View the Forecasting page. Genesys Cloud 3

Workforce management forecasts

This permission Allows these actions And requires this license
Workforce Management > Forecast > Add Add forecasts. Genesys Cloud 3
Workforce Management > Forecast > Delete Delete forecasts. Genesys Cloud 3
Workforce Management > Forecast > Edit Edit forecasts. Genesys Cloud 3
Workforce Management > Forecast > View View forecasts. Genesys Cloud 3

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. Genesys Cloud 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 the original forecast and what actually occurs in real time for the current day. Genesys Cloud 3
Analytics > conversationAggregate > View View the intraday monitoring page. Genesys Cloud3
Analytics > userAggregate > View View the intraday monitoring page. Genesys Cloud 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. Genesys Cloud 2
Workforce Management > Management Unit > Delete Delete existing management units. Genesys Cloud 2
Workforce Management > Management Unit > Edit Edit management units, excluding the name, start day of the week, or time zone. Genesys Cloud 2
Workforce Management > Management Unit > Search Search for management units across divisions. Genesys Cloud 2
Workforce Management > Management Unit > View View management units. Genesys Cloud 2

Workforce management planning groups

This permission Allows these actions And requires this license
Workforce Management > Planning Group > Add Add planning groups. Genesys Cloud 3
Workforce Management > Planning Group > Delete Delete planning groups. Genesys Cloud 3
Workforce Management > Planning Group > Edit Edit planning groups. Genesys Cloud 3
Workforce Management > Planning Group > View View planning groups. Genesys Cloud 3

Workforce management real-time adherence

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

Workforce management schedules

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

Workforce management service goal templates

This permission Allows these actions And requires this license
Workforce Management > Service Goal Groups > Add Add new service goal templates. Genesys Cloud 3
Workforce Management > Service Goal Groups > Delete Delete existing service goal templates. Genesys Cloud 3
Workforce Management > Service Goal Groups > Edit Edit service goal templates. Genesys Cloud 3
Workforce Management > Service Goal Groups > View View existing service goal templates. Genesys Cloud 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. Genesys Cloud 3
Workforce Management > Shift Trade Request > View View shift requests. Genesys Cloud 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. Genesys Cloud 3
Workforce Management > Time-Off Requests > Delete Delete time off requests. Genesys Cloud 3
Workforce Management > Time-Off Requests > Edit Edit time off requests. Genesys Cloud 3
Workforce Management > Time-Off Requests > View View time off requests. Genesys Cloud 3

Workforce management work plans

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

Workforce management work plan rotations

This permission Allows these actions And requires this license
Workforce Management > Work Plan rotations > Add Create and configure work plan rotations. Genesys Cloud 3
Workforce Management > Work Plan rotations > Delete Delete work plan rotations. Genesys Cloud 3
Workforce Management > Work Plan rotations > Edit Update or change work plan rotations. Genesys Cloud 3
Workforce Management > Work Plan rotations > View View work plan rotations. Genesys Cloud 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 part of a load-based schedule based on forecast needs. Genesys Cloud 3
Workforce Management > Agent Schedule > View View one’s own workforce management schedule in the dashboard. Genesys Cloud 2
Workforce Management > Agent Schedule Notification > View View notifications of changes made to the agent’s schedule. Genesys Cloud 2
Workforce Management > Agent Schedule > Sync Sync the agent schedule via ICS. Genesys Cloud 3
Workforce Management > Agent Shift Trade Request > Participate Create, view, edit, match, and cancel shift trade requests. Genesys Cloud 3
Workforce Management > Agent Time Off Request > Submit Allows agents to submit time off requests. Genesys Cloud 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.