Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
Who can see schedules and time data. More sensitive than it looks: working hours, adherence and absence have a different status from operational figures.
Set it up
- In Workforce management, click People in the sidebar and select Roles and permissions to see who holds what.
- To change somebody, hover over their current role and click Reassign. One role each, and it takes effect immediately.
- Limit what a role can see on its Scopes tab, by Teams, Locations or Workstreams.
- Tracking settings for one person sit elsewhere: People > Team > Team members, where Turn on auto-tracking and Turn on task lock are per profile.
- 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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