Create and edit users

(”Edit an existing user” option only) The user you want to edit. By default, the list displays only active users. To view both active and inactive users, select the “Show inactive users” check box.

The user’s first name.

The user’s last name.

The user’s email address.

The user’s login name for Microsoft Windows. If you are using Active Directory, include the domain name:

<domain name>\<login name>

(Optional) The employee ID of the user. If you need to integrate with an HRMS that does not use an ACD ID or an email address as a unique identifier you can identify users by adding their employee ID in this field.

Unlock a user’s account. A user’s account is locked when that user exceeds the maximum number of login attempts allowed. See Configure the password policy.

Create a password for the user. Once this password is set, the user can reset it to be more personalized or memorable, using the “Signed in” button on the toolbar. As you set the password, Calabrio ONE displays a password strength bar below this field.

Passwords should be at least “strong.”

For more information about password complexity requirements and how to set up rules for passwords, see Configure the password policy.

Re-enter the password exactly as you entered it in the Password field.

(Read-only) This table summarizes the user’s identity in external sources. See Manage user profiles .

Select this check box to activate the user. The user cannot log in until the user account is activated.

Clear the check box to deactivate the user. The user cannot log in once the user account is deactivated.

(Avaya ACD-synced users only) Click this button to remove the ACD ID association from an inactive user. This allows you to re-assign the ACD ID to a new user. See Repurpose an Avaya ACD ID .

(AD-synced users only) If you no longer want a Calabrio ONE user to be linked with an AD user, you can unlink them. When a Calabrio ONE user is unlinked from an AD user, Calabrio ONE stops updating the user and the user’s Recording user profile when properties are changed in AD, and it enables the user’s Windows login for editing.

See Connect to an Active Directory server.

(Read-only) The date the user record was created.

(Read-only) The date the user record was deactivated. As long as a record is active, this field is not visible. When this field is visible, it displays the date of the most recent deactivation.

This field only appears when you clear the “Activate this user” check box.

To assign roles, you must have the Assign User Roles permission. If you do not have the Assign User Roles permission and you create a new user, Calabrio ONE automatically gives the new user the default agent role. Only users with the Assign User Roles permission can change this assignment.

Select one or more roles for this user. In a synced system, the user is automatically assigned the agent role.

A tenant administrator can assign the administrator role to an existing or new user. That user’s scope cannot exceed the tenant administrator’s scope. An administrator can only assign a scope that they themselves have. This applies to all levels, whether the role is a tenant administrator, group administrator, or team administrator.

If you select the “Enable scheduling for this user” check box (WFM only), you can configure these additional items.

If a user is an active agent and is then assigned an additional role (for example, is promoted to supervisor), and that user is no longer required to work as an agent, you should deactivate the user’s agent record and unassign the user’s agent role. Otherwise, Calabrio ONE might not function correctly.

Assign the user to a team.

(QM and Analytics only) Select the groups and teams that are within the user’s scope. You must select at least one group and one team. The user must belong to that group and team.

Scope defines the groups and teams within the role’s control. For WFM, the scope is also defined by the view assigned to the user. See Manage groups , Manage teams , and Manage views .

EXAMPLE   If a supervisor is assigned to groups A and B, the supervisor’s scope includes all the agents in both groups.

Groups and teams are hierarchical. If a group is in a user’s scope, all teams under that group are then in their scope.

Group 1 consists of Teams 1 and 2. If you assign Group 1 to a user, Teams 1 and 2 are automatically in the user’s scope. If you explicitly assign Team 1 and Team 2 to a user under Associated Teams, it does not change anything because the teams are already in the user’s scope. Additionally, if you remove Team 1 from Associated Teams, Team 1 remains in the user’s scope because Team 1 belongs to Group 1.

If a team is designated as a user’s team, then that user has read–write access to schedules in the Agent Schedules application. Also, if an agent’s team is part of a supervisor’s team, then the supervisor has access to that agent’s requests in the Messaging application.

To assign WFM views on the Users page, you must have the Edit WFM Views permission.

WFM views are used to manage visibility into WFM activities. If using WFM features, the user must be assigned to one view, and one view must be designated as the Main View. Otherwise, this field is optional.

To assign QM views, you must have the Edit QM Views permission.

QM views are used to manage the scope of contacts that are filtered by the view (in addition to contacts returned by the user’s group or team scope).

Select this check box if:

• The agent uses gateway recording, not endpoint recording or Smart Desktop, for all audio recordings
• The agent is not associated with a device that is listed on the Device Associations page.

In this configuration, all the agent’s calls must be reconciled in order to associate the call metadata with the recording.

Select the time zone for this user from the drop-down list. The user will see the following pages in this time zone:

• Agent Schedules
• Forecasts
• Copy Schedule Activities
• Messaging

Select the user’s local time zone.

Display Time Zone defaults to the organization’s time zone, which is configured on the Global Settings page (see Configure global settings ).

If the Display Contacts in User’s Time Zone check box is selected, the user will also see the Date, Time, and Time Zone fields on the Recordings and Contact Queue pages in this time zone.

Select this check box to enable this user for scheduling. Users cannot be scheduled unless scheduling is enabled for them.

The agent’s ID as assigned in the ACD. This number is used to connect synced agent records between the ACD and WFM, and WFM uses this number to identify the agent. In synced systems, this value comes from the ACD and should not be changed.

In a non-synced system, if the agent is an ACD agent, enter the agent’s ID as assigned in the ACD.

If the agent is not an ACD agent, enter a unique number in a range that will never conflict with any ID assigned to an ACD agent.

The ACD server in which the user is set up.

The time zone used to schedule the agent. If not set, the time zone used for scheduling is the customer’s time zone, which is configured on the Global Settings page (see Configure system-wide WFM settings). For more information on scheduling time zones, see About time zones.

A user’s scheduling time zone should be set up as soon as possible since changing it later can have an impact on schedules. If you do change the scheduling time zone after it is initially configured, the user should resubmit dynamic availability, dynamic scheduling, intraday dynamic scheduling, and requests that have not yet been approved. Also, any assigned exceptions should be deleted and reassigned.

The date the agent started employment with the company. WFM uses this value to define scheduling priorities. The agent will not be scheduled before this date.

(Optional) The date the agent will end employment with the company. The agent will not be scheduled after this date. Use this field when you know the agent’s termination date.

The date the agent started working in the contact center. WFM uses this value to define scheduling priorities.

(Optional) A whole number from 0 to 99999 used to rank agents based on their seniority and expertise. WFM uses this value to define scheduling priorities. The exact meaning of rank depends on the service that your contact center provides. If you do not enter a rank, WFM treats it as 99999.

The agent’s primary service queue.

The work condition profile that determines which work conditions can be applied to this agent’s schedule.

Assign the agent to one or more skill mappings. The skill mappings that you choose determine which service queues the agent can be scheduled for. Both the agent and the service queue must be assigned to the same skill mapping in order for the agent to be scheduled for that service queue.

Skill mappings are not used if the agent is assigned to a multiskill group.

Assign work shift rotations to the agent. When creating a work shift rotation, the first work shift moved to the Assigned pane is dated with the start date of the current week. Every subsequent work shift assigned is dated with the next week’s date. There can be no gap in weeks from one work shift to the next. An agent’s dynamic scheduling work shifts are ignored by WFM when doing work shift rotations.

If automatic work shift rotation is not enabled when running a schedule, there must be a work shift configured for the specific week of the schedule in order for this agent to be scheduled.

Use the up and down arrows to reorder the work shifts in the rotation. The work shifts move up and down by half steps. One click up, and the selected work shift is concurrent with the work shift above, making it a split shift. Click up again, and the work shift moves to the week before the work shift above and assumes that work shift’s date, and all work shifts below redate themselves accordingly. The same goes for using the down arrow.

If the agent has completed dynamic scheduling for a specific week, the dynamic scheduling work shift is used for that week instead of these assigned/rotated work shifts.

See Work Shift Rotation Example.

Copy this agent’s work shift rotation to one or more selected agents. This will replace those agents’ previous work shift rotations. You must first save this agent record before you can perform the copy.

Other types of work shifts assigned to the agent that contribute to the creation of the agent’s schedule.

This table displays all exceptions assigned to the agent. If an assigned exception is edited or deleted on the Agent Schedules page, those changes (with the exception of mentoring activities) are reflected in this table. By default, the table is sorted by date in descending order, so the most current date is at the top. The table can be sorted by any column.

Exceptions that have notes associated with them have a shaded triangle in the upper right corner of the exception name field. Hover over the name to read the note.

You can delete exceptions from the table by selecting the check box next to the exception and clicking Delete. Delete is not enabled until you select at least one exception.

Delete assigned exceptions from the Agent Schedules page because deleting an assigned exception here deletes the exception from the current agent schedule as well as from future schedules. However, when deleted from the current schedule, the agent is left with a gap where the assigned exception had been. In order for the agent to be continuously scheduled, you must rerun the schedule or fill in the gap with another activity on the Agent Schedules page.

Assigned exceptions are not updated in this table if a schedule is restored from history (see Undo a schedule change).

This table displays the agent’s current vacation hours status. If Calabrio ONE is integrated with an HRMS, the totals are as of the last import of vacation data from the HRMS.

• Hours Earned—Comes from the vacation plan assigned to the agent, or if HRMS integration is enabled, from the HRMS (see Integrate with a human resource management system).
• Hours Used—Calculated from the exceptions mapped to the vacation types that have been used and approved for the agent.
• Hours Approved But Not Yet Taken—Calculated from the exceptions mapped to the vacation types that have been used and approved for the agent. FTE is used when the request is an entire-day request and falls on a day that has not been scheduled yet (that is, a schedule has not yet been for the week and the agent). When this occurs, the hours are the minimum hours for the week from the agent's FTE profile, divided by 5.
• Hours Remaining—Calculated by subtracting the Hours Used and Hours Approved But Not Yet Taken from the Hours Earned.

If Calabrio ONE is integrated with an HRMS, It does not subtract exceptions that are manually inserted into past schedules from Hours Remaining.

(Optional) The schedule release profile to which this agent is assigned. If this setting is left blank, all schedules are displayed to this agent according to this WFM global setting: Number of Weeks Visible in Agent Schedules. See Customize when schedules are released.