WFM Permissions: Who Can See and Change Scheduling
Scheduling has its own permissions, separate from dashboards. They're granted one by one, to a person or to a user group, so you can let a team lead read the schedule without letting them change your schedule codes, or show an outsourcing partner one timeline view and nothing else.
The one rule to remember
Being an admin doesn't include Scheduling. An admin with none of the permissions below doesn't see Scheduling in the left menu. Give yourself Can see agent schedule data first. Admins can still change schedule codes, categories and statuses once they're in, and set up timeline views, without the other permissions.
Where to grant them
Go to Settings > Users, open a person or a user group, and look under Agent Schedule Permissions and Timeline View Membership Permissions. Tick what they need and save. A person in several groups gets every permission any of their groups gives.
Agent schedule permissions
Permission | What it allows |
Can see agent schedule data | The Scheduling section, read-only: the Schedule page, the Overview, Activities, Categories, Zendesk Agent Statuses and the timeline views open to everyone. Every other Scheduling permission builds on it. |
Can manage schedule codes and categories | Changing what the adherence metrics read: a code's channels, category, color and adhering statuses on Activities; categories; the Productive, color and table column settings on Zendesk Agent Statuses; and status collections. |
Can manage the schedule timeline view | Adding, arranging and removing the account-wide Custom Stats above the Schedule page. |
Timeline view permissions
Timeline views are saved versions of the Schedule page for one team. These permissions decide who can be given a view and who manages them:
Permission | What it allows |
Can be added to timeline views | Being shared a restricted view by name. On its own, without Can see agent schedule data, the views they're added to are all of Scheduling they see. |
Can be made an editor of timeline views | Being given the Edit permission on a view they were added to. |
Can create timeline views | Making new views and sharing them with the people they choose. They get every permission on the views they make. |
Can manage all timeline views | Opening, editing and sharing every view on the account. |
Can change the default timeline view | Choosing which view the Schedule item opens. |
Can delete all timeline views | Deleting any view other than the default. |
On top of these, each view has its own access list (Open, Edit, User Access, Delete), set on the view's Manage User Access page. A user group must be enabled for timeline views before it can be added to one.
Common setups
Who | Give them |
A team lead who watches the floor | Can see agent schedule data |
A WFM analyst who sets up adherence | Can see agent schedule data, Can manage schedule codes and categories, Can manage the schedule timeline view |
Someone who builds views for each team | Can see agent schedule data, Can create timeline views (and Can manage all timeline views to look after other people's) |
An outsourcing partner who should see only their own agents | Can be added to timeline views only, then add them to a restricted view filtered to their agents |
Troubleshooting
An admin can't see Scheduling. They need Can see agent schedule data, like everyone else.
Someone sees a View only label and nothing to click. They can see the page but not change it. Activities, Categories and Zendesk Agent Statuses need Can manage schedule codes and categories.
I can't find someone when sharing a view. They need Can be added to timeline views. To make them an editor, they also need Can be made an editor of timeline views.
A user group doesn't appear when sharing a view. Enable the group for timeline views first.
Nobody on the account has Scheduling at all. Scheduling isn't switched on for your account yet. Contact us.