Security profile permissions for forecasting, capacity planning, and scheduling

Assign the following security profile permissions as needed to use forecasting, capacity planning, and scheduling:

• Approve: Users with the Approve permission will be able to view, create, edit, and approve time off requests.

• Capacity planning: This permission allows you to view and edit in capacity planning pages, including scenario and capacity plans. It also allows users to import future estimated shrinkage and available FTEs.

• Forecasting: This permission allows you to view and edit in forecasting pages. For example, you can create, view, publish, and delete forecast groups and forecasts, import historical data from external applications, and more.

• Individual schedule calendar: This permission allows agents to view their schedule in their agent application.

• Schedule manager: This permission allows you to view and edit generated schedules from the schedule manager. The view permission also enables you to view historical schedule adherence metrics. (Note: You still need the View Metrics Permission in addition to this permission)

• Team schedule calendar: After a schedule is published, this permission enables you to view or edit the published schedule. You can see the schedule calendar, but agents cannot. The view permission also enables you to view historical schedule adherence metrics.

  Note

  You still need the View Metrics permission in addition to this permission.

• View: Users with the View permission will be able to view time off requests in the Time off Requests drawer. Users with the View permission will not be able to create or approve time off requests.

For information about how to add more permissions to an existing security profile, see Update security profiles.

By default, the Admin security profile already has permissions to perform all forecasting, capacity planning, and scheduling activities.