Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Who can see schedules and time data. More sensitive than it looks, because it is data about people.
Set it up
- Open the users in Workforce Management.
- Assign a role to each person.
- Scope what they can see, by team where that applies.
- Check what an agent sees by asking one.
Three kinds of person
- Agents, who see their own schedule and request time off.
- Team leads, who see and manage their own team.
- Administrators, who see everything and configure the product.
Scope leads to their own team
A team lead needs their team's schedule and adherence. They do not need another department's time data, and giving it to them makes an uncomfortable conversation possible for no benefit.
This is employee data
Working hours, adherence, time off reasons and absence. In many organisations that has a different status from operational data, and in some it involves works council agreements.
Worth checking who is permitted to see it before deciding by convenience.
Agents should see their own
Their schedule, their adherence, their time off balance. Withholding it produces suspicion, and there is nothing there they should not know.
Keep administrators few
The same argument as everywhere: administrator access here means every colleague's working pattern. Two or three people.
Review it with team changes
A lead who moved teams keeping access to the old one is the common finding, and it is exactly the access nobody reports having.
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