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Provisioning a WFM Account

Talkdesk Workforce Management™ (WFM) is automatically provisioned when it is added to the account. Initial provisioning includes:

• Ring groups
  Created on WFM as Queues. Queues/ring groups that are not managed on the Talkdesk Contact Center are not imported. 
  Tip: As a workaround, create dummy ring groups on the Talkdesk Contact Center prior to activating/provisioning WFM.
• Teams
  Created on WFM as Teams. Prior to provisioning, all Agents must belong to a team, to ensure proper team creation on WFM.
• Agents 
  WFM uses the agents available on the Contact Center via live APIs.

Note: Provision updates are not propagated to WFM:

• Ring groups
  Created or deleted ring groups are not automatically provisioned on WFM.
• Teams
  Created or deleted teams are not automatically provisioned on WFM.

Users & Permissions

Enabling WFM for a user

Once WFM is activated for the account, Agents need to be granted access to WFM. Agents that are not granted access will have no permissions on WFM, and will therefore be unable to use it. Still, WFM may consider them when scheduling, depending on the configuration.

To enable WFM for Agents, go to Workspace and select Admin. From here, you will have to use the Users tab and the Roles and Permissions tab to enable access to users and/or specific roles. Please read more in the articles below:

• Knowledge Base article on Roles and Permissions
• Knowledge Base Base article on Talkdesk Users

User Permissions on WFM

The table below summarizes how permissions on WFM are mapped to existing permissions on Talkdesk Contact Center: