Required security profile permissions: Security Profile Edit
This tab is only available when your environment is NICE inContact WFO-enabled. When you create a new security profile, or modify an existing security profile, you can determine the power users with the security profile have over the Workforce module.
Skill Levels
Enables users to:
- View — See the Workforce → Skill Levels menu option and view skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge levels.
- Edit — Create new and modify and delete existing skill levels.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Skill Groups
Enables users to:
- View — See the Workforce → Skill Groups menu option and view skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge groups.
- Edit — Create new and modify and delete existing skill groups.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Team Leads
Enables users to:
- View — See the Workforce → Team Leads menu option and view team leads.
- Edit — Create new and modify and delete existing team leads.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Agents
Enables users to:
- View — See the Workforce → Agents menu option and view agents.
- Edit — Create new and modify and delete existing agents.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Multiple Agents
Enables users to:
- View — See the Workforce → Multiple Agents menu option and view multiple agents.
- Edit — Create new and modify and delete existing multiple agents.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Agent Attributes
Enables users to:
- View — See the Workforce → Agent Attributes menu option and view agent attributes.
- Edit — Edit, upload, and download agent attributes.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Agent Exceptions
Enables users to:
- View — See the Workforce → Agent Exceptions menu option and view scheduled exceptions on the Agent Status Query page.
- Edit — Edit agent exceptions.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Agent Query
Enables users to:
- View — See the Workforce → Agent Query menu option and search for agents on the Agent Query page.
- Edit —
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Agent Daily Availabilities
Enables users to:
- View — Run and filter the agent daily availabilities table and to see the Workforce → Agent Daily Activities link in the WFMv2 Portal menu.
- Edit —
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Agent Skills
Enables users to:
- View — Run and filter the agent skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge table and to see the Workforce → Agent Skills link in the WFMv2 Portal menu.
- Edit —
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Import Agents
Enables users to:
- View —
- Edit —
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Import Agent Skills
Enables users to:
- View — View agent skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge and to see the Workforce → Import Agent Skills link in the WFMv2 Portal menu.
- Edit — Upload new agent skills.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
