Understanding WFM roles and permissions

<body>
<p id="docs-hc-snippet" style="display: none;">Zendesk Workforce management (WFM) roles and permissions ensure that agents and admins have access to the WFM features they need to use.</p>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Understand workforce management roles and permissions to control access to features and data. Use standard roles like Admin and Agent or create custom roles to match your organization’s structure. Assign permissions for tasks like scheduling, reporting, and time-off management, and define scopes to limit access to specific teams and locations. This setup ensures users have the necessary access without overexposure.</p>
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<div class="body">

<p class="p" dir="ltr">Zendesk Workforce management (WFM) roles and permissions ensure that agents and
admins have access to the WFM features they need to use. </p>
<p class="p" dir="ltr">Your account includes standard, predefined roles that all Zendesk users are
initially assigned to. You can also create your own custom WFM roles to reflect your
organization's structure and access management system.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_khl_qzb_1bc">
<li class="li" dir="ltr"><a class="xref" href="#topic_bzz_rzb_1bc">Overview of WFM roles and
permissions</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ngj_b1c_1bc">Standard WFM roles</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_sw4_m1c_1bc">Custom WFM roles</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_zcx_t1c_1bc">WFM permissions</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_lhl_qzb_1bc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314455834" target="_blank">Creating custom WFM roles and assigning users</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7037879703322" target="_blank">Managing WFM roles and permissions</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bzz_rzb_1bc">
<h2 class="title topictitle2" id="ariaid-title2">Overview of WFM roles and permissions</h2>
<div class="body">
<p class="p" dir="ltr">WFM roles and permissions allow you to manage who can do what in your account.
They help your organization run smoothly by making sure everyone has the access they
need.</p>
<div class="p" dir="ltr">There are two kinds of roles:<ul class="ul" id="topic_bzz_rzb_1bc__ul_jw3_tzb_1bc">
<li class="li">
<strong class="ph b">Standard roles</strong> are predefined and can’t be deleted. All users in your Zendesk
account are initially assigned a standard role depending on their Zendesk role. </li>
<li class="li">
<strong class="ph b">Custom roles</strong> are defined by admins who determine which parts of your WFM
account users in these roles can access. This includes which teams, locations, and
workstreams they can see.</li>
</ul>
</div>
<p class="p">When you assign someone to a role, they inherit the permissions and scopes associated with
that role. Note that users can be assigned only one role at a time.</p>
<p class="p" dir="ltr">Both standard and custom roles have the same structure, which include:</p>
<ul class="ul" id="topic_bzz_rzb_1bc__ul_rxb_yzb_1bc">
<li class="li">
<strong class="ph b">Permissions</strong> – Allows users to access certain areas of your WFM account, such as
scheduling, reporting, or admin settings. Permissions keep your account secure and ensure
that users have access only to what they need.</li>
<li class="li">
<strong class="ph b">Scopes</strong> – Determines the teams, locations, and workstreams that users have access
to in their role. Setting a role’s scope lets admins give users permission for certain
features without sharing information about all teams, locations, and workstreams.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Agents who aren’t assigned to a team are visible to all roles. Be cautious when
you assign an unassigned agent to a team, because this can expand visibility instead
of restricting it. Roles with matching team-based scopes then also gain the same
visibility as that agent.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Agents</strong> – The users assigned to the role.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ngj_b1c_1bc">
<h2 class="title topictitle2" id="ariaid-title3">Standard WFM roles</h2>
<div class="body">
<p class="p">Your WFM account has two standard, predefined roles: Admin and Agent. By default, Zendesk
admins are automatically assigned to the WFM admin role. The rest of your Zendesk team
members are assigned to the WFM agent role.</p>
<p class="p">In addition to the standard roles, you can create <a class="xref" href="#topic_sw4_m1c_1bc">custom roles</a> that reflect your organization’s structure and reassign
users to those roles. </p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_xjw_21c_1bc">
<h3 class="title topictitle3" id="ariaid-title4">Admin role</h3>
<div class="body">
<div class="note attention">
<span class="attentiontitle"></span> The standard WFM admin role can’t be edited, except to be renamed, or
deleted. </div>
<p class="p" dir="ltr">WFM admins have <a class="xref" href="#topic_zcx_t1c_1bc">permissions</a> for all features, can manage which users are assigned to each role,
and their scope includes access to information about all teams, locations, and
workstreams. </p>
<p class="p" dir="ltr">Your account must always have at least one user assigned to the default WFM
admin role. For example, you may want your system administrator to be assigned to this
role so that they have full access to all features and resources in the system.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_aht_31c_1bc">
<h3 class="title topictitle3" id="ariaid-title5">Agent role</h3>
<div class="body">
<div class="note attention">
<span class="attentiontitle"></span> The standard WFM agent role can’t be deleted.</div>
<p class="p" dir="ltr">By default, the standard WFM agent role gives agents permission to access only
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">Schedule</a> in Zendesk Support. Admins can edit this role to give
access to more features, though. </p>
<p class="p" dir="ltr">The scope for users assigned to the standard WFM agent role includes access to
information about their own teams, locations, and workstreams.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_sw4_m1c_1bc">
<h2 class="title topictitle2" id="ariaid-title6">Custom WFM roles</h2>
<div class="body">
<p class="p">Custom WFM roles are roles admins create that reflect your organization’s structure. Create
custom roles to allow or restrict access and specify different permissions for your agents,
team leads, admins, managers, or other roles.</p>
<div class="p">Common examples of roles you may want to create include:<ul class="ul" id="topic_sw4_m1c_1bc__ul_r5z_p1c_1bc">
<li class="li" dir="ltr">Manager</li>
<li class="li" dir="ltr">Supervisor</li>
<li class="li" dir="ltr">Team lead</li>
</ul>
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314455834" target="_blank">Creating custom WFM roles and assigning users</a>.</div>
<p class="p"></p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_zcx_t1c_1bc">
<h2 class="title topictitle2" id="ariaid-title7">WFM permissions</h2>
<div class="body">
<p class="p">WFM permissions are configured for each role. By configuring permissions for a role, you’re
defining whether users assigned to a role have access to certain WFM features.</p>
<div class="p">You can grant a role no access, view and manage access, or custom permissions for each
feature.<div class="note note">
<span class="notetitle">Note:</span> When you configure permissions for a role, keep in mind that they're limited
to the role’s scope.</div>
</div>
<p class="p">WFM permissions are segmented by feature area as follows:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zcx_t1c_1bc__table_hjc_1bc_1bc" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e255" style="vertical-align:top;">Permissions</th>
<th class="entry cellrowborder" id="d51e258" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e255 d51e258" style="vertical-align:top;">
<strong class="ph b">Monitoring</strong><ul class="ul" id="topic_zcx_t1c_1bc__ul_m51_5yc_1kc">
<li class="li" dir="ltr">
<strong class="ph b">View and manage</strong>: Can view, export, create, edit, and delete
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376866074" target="_blank">dashboards</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">agent activity</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347522074" target="_blank">agent attendance</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331637018" target="_blank">agent status</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796075110426" target="_blank">performance boards</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_cq5_bbc_1bc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Dashboards</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_ayj_gzc_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, create, edit, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376866074" target="_blank">dashboards</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_isw_dbc_1bc">
<li class="li" dir="ltr">
<strong class="ph b">Custom permissions</strong><p class="p" dir="ltr">Agent activity</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_mkq_nzc_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, create, export, edit, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">activities</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_sry_pzc_1kc">
<li class="li" dir="ltr">
<strong class="ph b">Custom permissions</strong><p class="p" dir="ltr">Agent attendance</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_zql_rzc_1kc">
<li class="li">
<strong class="ph b">View only</strong>: Can view the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347522074" target="_blank">agent attendance page</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_ejy_vzc_1kc">
<li class="li" dir="ltr">
<strong class="ph b">Custom permissions</strong><p class="p" dir="ltr">Agent status</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_y3c_yzc_1kc">
<li class="li">
<strong class="ph b">View only</strong>: Can view the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331637018" target="_blank">agent status page</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_qc1_b1d_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p" dir="ltr">Performance boards</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_vx1_31d_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, create, edit, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796075110426" target="_blank">performance boards</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e255 d51e258" style="vertical-align:top;">
<strong class="ph b">Reporting</strong><ul class="ul" id="topic_zcx_t1c_1bc__ul_gr1_m1d_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, export, schedule, create, edit, and delete
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331692698" target="_blank">custom reports</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443363334810" target="_blank">system reports</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376873242" target="_blank">scheduled reports</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_mgr_4bc_1bc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Custom reports</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_sst_p1d_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, edit, create, export, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331692698" target="_blank">custom reports</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_cj5_pbc_1bc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">System reports</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_wcq_fbd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, edit, duplicate, create, export, and delete
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443363334810" target="_blank">system reports</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_qcj_hbd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Scheduled reports</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_rcj_hbd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, create, edit, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376873242" target="_blank">scheduled reports</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e255 d51e258" style="vertical-align:top;">
<strong class="ph b">Forecasting</strong><ul class="ul" id="topic_zcx_t1c_1bc__ul_bp2_mbd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, export, create, edit, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194" target="_blank">forecast</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331729306" target="_blank">Forecast vs actual (EAP)</a><strong class="ph b">. </strong>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_jcm_pbd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Forecast</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_kcm_pbd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, create, edit, export, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194" target="_blank">forecasts</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_bvc_sbd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Forecast vs actual</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_zkc_5bd_1kc">
<li class="li">
<strong class="ph b">View only</strong>: Can view the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331729306" target="_blank">forecast vs actuals page (EAP)</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e255 d51e258" style="vertical-align:top;">
<strong class="ph b">Scheduling</strong><ul class="ul" id="topic_zcx_t1c_1bc__ul_nsp_ybd_1kc">
<li class="li" dir="ltr">
<strong class="ph b">View and manage</strong>: Can view, export, generate, publish, add,
edit, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794" target="_blank">schedules</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443393050394" target="_blank">time offs</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354721178" target="_blank">shift trades</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8847379712794" target="_blank">unassigned shifts</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_tjx_bcd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Schedule</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_ujx_bcd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, create, edit, import, export, generate,
publish, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794" target="_blank">schedules</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_aqb_ccd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Time off management</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_bqb_ccd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, create, edit, approve, deny, respond to,
reopen, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443393050394" target="_blank">time off requests</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_u4f_ncd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Trades management</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_v4f_ncd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can manage and view pending and closed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354721178" target="_blank">shift trade requests</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_ypx_ncd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Unassigned shifts management</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_zpx_ncd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can manage and view pending and closed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8847379712794" target="_blank">unassigned shifts</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e255 d51e258" style="vertical-align:top;">
<strong class="ph b">People</strong><ul class="ul" id="topic_zcx_t1c_1bc__ul_eb1_ycd_1kc">
<li class="li" dir="ltr">
<strong class="ph b">View and manage</strong>: Can view, export, sync, create, edit, and
delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338" target="_blank">teams</a>. </li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" rowspan="2" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_d33_kdd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Teams</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_olv_scd_1kc">
<li class="li">
<strong class="ph b">View only</strong>: Can view teams. </li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_w2x_p3x_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view, create, edit, sync, export, and delete
teams.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e255 d51e258" style="vertical-align:top;">
<strong class="ph b">Settings</strong><ul class="ul" id="topic_zcx_t1c_1bc__ul_ww4_ndd_1kc">
<li class="li" dir="ltr">
<strong class="ph b">View and manage</strong>: Can view, create, edit, and delete <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">locations</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">workstreams</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329403034" target="_blank">time off reasons</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314435610" target="_blank">automations</a>, integrations (the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9118977786522" target="_blank">Google calendar</a> and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9704360178586" target="_blank">Workday integration</a>s), <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329207834" target="_blank">account settings</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_aln_sdd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Locations</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_pqh_tdd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view and manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">locations</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_dfq_sdd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Workstreams</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_adj_tdd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view and manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">workstreams</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_fwb_l2d_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Time off reasons</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_gwb_l2d_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view and manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329403034" target="_blank">time off reasons</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_qzb_l2d_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Automations</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_rzb_l2d_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view and manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314435610" target="_blank">automations</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_xpr_l2d_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Integrations</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_ypr_l2d_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view and manage the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9118977786522" target="_blank">Google calendar integration</a> and the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9704360178586" target="_blank">Workday integration (EAP)</a> by changing
their parameters, including turning them on and off.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_psr_l2d_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Settings</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_qsr_l2d_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view and manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329207834" target="_blank">account settings</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_z22_y2d_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">General tasks</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_vvj_y2d_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view and manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e255 d51e258" style="vertical-align:top;">Agent<ul class="ul" id="topic_zcx_t1c_1bc__ul_vlb_3gd_1kc">
<li class="li" dir="ltr">
<strong class="ph b">View and manage</strong>: Can view, create, and delete the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">agent schedule</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6514645504282-Getting-started-with-Zendesk-WFM-Agent-guide#topic_jxl_bwm_d1c" target="_blank">time off</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374337946" target="_blank">trades</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8847379712794" target="_blank">unassigned shifts</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_gby_mgd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Agent schedule</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_hby_mgd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">view the agent schedule</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_i1n_ngd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p" dir="ltr">Time off</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_j1n_ngd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6514645504282-Getting-started-with-Zendesk-WFM-Agent-guide#topic_jxl_bwm_d1c" target="_blank">view and manage time offs</a>.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_t5s_ngd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Trades</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_u5s_ngd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374337946" target="_blank">view and manage shift trade requests</a>
when <a class="xref" href="https://support.tymeshift.com/hc/en-us/articles/17748387567123#h_01H3HCST8A1WFDNJGQD9VGK3YX" target="_blank">shift trading</a> has been activated for the
account.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e255" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_btx_ngd_1kc">
<li class="li">
<strong class="ph b">Custom permissions</strong><p class="p">Agent unassigned shifts</p>
</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e258" style="vertical-align:top;">
<ul class="ul" id="topic_zcx_t1c_1bc__ul_ctx_ngd_1kc">
<li class="li">
<strong class="ph b">View and manage</strong>: Can view and manage <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8847379712794" target="_blank">agent unassigned shifts</a>.</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
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