CERTIFICACIÓN DE ESTUDIOS

• Managing agent requests

• Viewing and/or editing time records

• Viewing current employee activities

• Authorizing adherence exceptions

• Creating and/or scheduling reports

• Viewing Pulse

• Viewing scorecards (depending on your license)

Schedulers may have any of the above privileges plus the ability to create schedules, publish schedules, and maintain employee information in Forecasting and Scheduling.

This list is not inclusive nor does it reflect the actual privileges set up in your system.

Lastly, supervisors and managers typically only have access to the

organizations that they are in charge of. If access rights are set up correctly, when supervisors and managers access the system, they are only able to manage the employees for whom they are responsible.

Typical Agent Privileges

The following list shows typical privileges for agents. This list is not inclusive and might have been modified to meet your organization’s needs or by your license:

• Viewing schedules

• Entering schedule preferences

• Requesting shift swaps

• Requesting time off

• Bidding on shifts in auctions

• Viewing scorecards

• Accessing Learning

• Entering activities via the My Time section

Creating and Editing Roles

Roles are created and edited under the Roles Setup tab of the App Admin module’s Security section. This tab allows you to group privileges and secure fields to facilitate the assignment of these entities to users. The Roles Setup tab lets you review, create, and update Workforce Management’s roles.

Use this page to set up roles for your organizations. The Workforce Optimization Solution comes with nine predefined roles. There is a very limited overlap between the roles—for example, both a manager and an administrator can add or edit people. Each of these roles can be modified to add or remove privileges.

• Adhoc Query Analyst—Adhoc Query Analysts by default have access

only to the Ad Hoc Reports section of the Reports module. This section lets them create, edit, and delete ad hoc reports, which are created using the Cognos Query Studio.

• Administrator—Administrators can generally set up and administer the

Workforce Optimization Suite’s functions and organizations, such as Organization Setup, Security Setup, System Setup, Scorecards Setup, and Request Management Setup.

• Agent—Agents can generally view schedules, request timeoff, request

shift swaps, and participate in shift bidding, enter their time and activities, and view their scorecards.

• Branch Administrator—Branch administrators can generally set up

and administer the Workforce Optimization Solution solution’s functions and organizations, in the context of retail financial services, which use a subset of the Workforce Management features.

• Branch Employee—Branch employees can generally view schedules,

enter their time and activities, and view their scorecards. They are similar to agents, but in the context of retail financial services, which use a subset of the Workforce Management features.

• Branch Manager—Branch managers combine some of the functions

of managers and schedulers (see below), again in the context of retail financial services, which use a subset of the Workforce Management features.

• Manager—Managers can generally manage people, view group

schedules, approve agents’ requests, view adherence status, authorize adherence exceptions, and create and view reports, and view and configure employees scorecards.

• Scheduler–In addition to their use of Forecasting and Scheduling,

schedulers can use Workforce Management’s web application for a variety of tasks, including publishing schedules, viewing adherence data, managing requests, and viewing their own scorecards and organization scorecards.

• Supervisor–Supervisors have a more limited set of permissions

than managers. They can view scorecards for themselves and their employees. They also can use the Reports module.

Creating and Editing Roles 63

Step Action

1 Click Create New Role. The Roles Setup page opens.

2 Type a name and short description for the role.

3 Select the privileges for the role.

4 Specify those employee fields that this role can edit in Forecasting and Scheduling and view in both Forecasting and Scheduling and the Workforce Optimization Solution.

5 Click Save. The role appears on the list.

—End—

Note: Basic and Advanced Scorecards only take into account the

default predefined roles. If you create new roles, these roles will not be included in any of the KPIs.

If the role you are setting up needs to be able to view and edit employees in Forecasting and Scheduling, this role must have at a minimum View and Edit privileges for the First Name and

Last Name fields, as well as privileges to view and configure

organizations (Foundation/Organization/View Organization and Foundation/Organization/View Organization/Configure

Organization).

In the current release, there are two new privileges under Foundation >

People> View People. The Add/ Edit People privilege enables those

with this role to create new people, edit user profiles, and terminate employees. The Delete People (Permanently) privilege enables those with this role to permanently remove people from the system.

This functionality in previous releases was controlled by the Configure

Organization privilege under Foundation > Organization > View Organization. The Configure Organization privilege is unchanged

in the current release, except that it now only controls configuring organizations.

To edit a role:

Step Action

1 Select the role you want to edit.

2 Click Edit Role. The Roles Setup page opens.

4 Click Save. The modified role appears on the list.

—End—

To delete a role:

Step Action

1 Select the role you want to delete.

2 Click Delete Role.

3 Click OK to confirm the deletion.

—End—

Note: A role is assigned to each user in the Access Rights tab of the

People module. See"Using the Access Rights Tab" (page 102)for more information.

Given the way that access to the various modules, sections, and tabs of Nortel Workforce Management is segmented among the roles, and access to organizations, campaigns, and user groups controlled by users’ access rights, it is recommended for ease of administration that one of your administrators be assigned all roles, with scope for all organizations, all campaigns, and all groups.

65