Creating custom WFM roles and assigning users

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<p id="docs-hc-snippet" style="display: none;">Admins can create custom workforce management (WFM) agent roles that reflect the unique positions in your organization.</p>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Create custom workforce management roles to align with your organization's structure by defining specific permissions and access for agents, team leads, and managers. Assign users to these roles to ensure they have the appropriate access to teams, locations, and workstreams. Note that users can only have one role at a time, and role changes are effective immediately upon assignment.</p>
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<p class="p">Admins can create custom workforce management (WFM) agent roles that reflect the unique
positions in your organization. </p>
<p class="p">Use custom roles to allow or restrict access based on your organization’s structure and
access management needs. Create roles and assign different permissions for agents, team leads,
admins, managers, or other users.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_nv2_1dc_1bc">
<li class="li"><a class="xref" href="#topic_pjj_tdc_1bc">Creating custom WFM roles</a></li>
<li class="li"><a class="xref" href="#topic_whf_52c_1bc">Assigning users to custom WFM
roles</a></li>
</ul>
<p class="p">Related articles</p>
<ul class="ul" id="topic-1__ul_qvl_cdc_1bc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">Understanding WFM roles and permissions</a></li>
<li class="li"><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_pjj_tdc_1bc">
<h2 class="title topictitle2" id="ariaid-title2">Creating custom WFM roles</h2>
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<p class="p">Before creating roles, you may want to align with other stakeholders in your organization
on what roles you’ll need. To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6514644101914#topic_lml_wbx_c1c" target="_blank">Who uses Zendesk Workforce management and when</a>.</p>
<p class="p"><strong class="ph b">To create custom WFM roles</strong></p>
<ol class="ol" id="topic_pjj_tdc_1bc__ol_krc_xdc_1bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_pjj_tdc_1bc__d8e154" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Roles and permissions</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create role</strong>.</li>
<li class="li">Enter a unique name for the role you’re creating. Names can’t be duplicated. <p class="p" dir="ltr">You can also add a description.</p>
</li>
<li class="li">In the <strong class="ph b">Permissions</strong> tab, select the permissions for this role. <p class="p">To learn more,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090#topic_zcx_t1c_1bc" target="_blank">WFM permissions</a>.</p>
<p class="p"><img class="image" id="topic_pjj_tdc_1bc__image_uvq_bhd_1kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_roles_and_permissions.png" width="500"></p>
</li>
<li class="li">Click the <strong class="ph b">Scopes</strong> tab.</li>
<li class="li">Define the <strong class="ph b">Teams</strong>, <strong class="ph b">Locations</strong>, and <strong class="ph b">Workstreams</strong> that users assigned to
this role will have access to.<p class="p"><img class="image" id="topic_pjj_tdc_1bc__image_qmg_fhd_1kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_scopes_permissions.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">Next, <a class="xref" href="#topic_whf_52c_1bc">assign</a>
users to the role.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_whf_52c_1bc">
<h2 class="title topictitle2" id="ariaid-title3">Assigning users to custom WFM roles</h2>
<div class="body">
<p class="p">Users can be assigned to only one WFM role at a time. By default, all users are
automatically assigned to either the standard WFM admin or agent role depending on their
role in your Zendesk account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090#topic_ngj_b1c_1bc" target="_blank">Standard WFM roles</a>.</p>
<p class="p">When you assign users to a new WFM role, the change takes effect immediately. Users will
see the change when they refresh their browsers or navigate to another page.</p>
<p class="p">Be aware of auto-scope expansion for custom role users. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">Teams</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">Locations</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242-About-Zendesk-WFM-workstreams#topic_br5_tjz_11c" target="_blank">Workstreams</a> created by users assigned to a custom
WFM role are automatically added to the scope of that role. This means that all users with
this custom role can also see and edit new teams, locations, and workstreams.</p>
<p class="p">For example, if a user with the "Manager" custom role creates the location "London", all
users with the "Manager" role will be able to see and edit that same “London” location.</p>
<p class="p">Teams and workstreams that admins create aren’t subject to this auto-expansion. Review
scopes whenever a custom role user creates new organizational items. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10797875867162" target="_blank">Best practices for controlling access in WFM</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> You cannot change your own role. To do so, you need to request assistance from another
user with admin permissions. This policy is in place to prevent the accidental loss of admin
privileges.</div>
<p class="p"><strong class="ph b" id="topic_whf_52c_1bc__docs-internal-guid-1af044d4-7fff-b6ee-52c0-7cf77a657c03">To assign users to a custom
WFM role</strong></p>
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_whf_52c_1bc__d8e154" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Roles and permissions</strong>.</span></li>
<li class="li">Select the role to which you want to assign users.</li>
<li class="li">Click the <strong class="ph b">Teams</strong> tab.</li>
<li class="li">Find the users you want to assign to the selected role.<p class="p">You can filter the list of
agents by group, team, location, role, or view all users in your account. Or, use the
search bar to find a specific agent.</p>
</li>
<li class="li">Hover over the user’s default role and click <strong class="ph b">Reassign</strong>.<p class="p"><img class="image" id="topic_whf_52c_1bc__image_hnp_t3d_1kc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_team_members_permissions.png" width="500"></p>
</li>
<li class="li">Continue to assign users to the role, then click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
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