Today's quick tip: Changing an agent role to supervisor
An agent received that well-deserved promotion and is now a supervisor! There are two changes to make in WFM:
1. Change the application role in their profile.
2. Assign agents who will report to the new supervisor.
Change the application role
- Navigate to the person's profile and open the Basic properties (Settings > People & agent templates > People > Personal profile > Basic properties for [agent name])
- Scroll down to Application role and select the new role from the drop-down menu.
- Don't forget to Save.
This person will now have all permissions afforded the role of supervisor and see the menu structure assigned to Supervisors in the application menus (Settings > Application settings > Administrative settings > Application menus).
Assign who will report to the new supervisor
While you can assign a supervisor from within each agent's personal profile, if assigning multiple agents or if you are assigning a whole team from one supervisor to another, use the Agent Synchronization Wizard.
Open the Wizard by navigating to Settings > People & agent templates > Synchronize people > Synchronize people now.
1. Click Next.
2. Select the Site that includes the supervisor and agents then click Next.
3. In the Synchronize assigned supervisor dropdown select the new supervisor. Be sure to change all other options to 'Do not synchronize...' then click Next.
4. Select activities and click Next or click Skip activities.
5. Select schedule templates and click Next or select Skip schedule templates.
6. Select agents to synch from the list of activities, an existing supervisor, or manually. Click Choose as target or Manually choose people.
7. Confirm your settings then click Synchronize agents.
8. Review the changes then click Finish.
All selected agents now report to the new supervisor in the Enterprise Model.