This includes instructions for adding the AI WFM option to RingCX and applies to RingCentral customers using RingCX and AI WFM.
AI WFM professional services will add the option to include WEM in the customer workspace. Once added, the RingCX administrator will create the WEM role, then add the role to the agent view. To see their agent dashboard, agents will first need to be added to AI WFM.
Create the Agent Role
Log in to RingCX as an administrator and launch the Admin portal from the navigation pane or the tile.
If needed, select the appropriate sub-account to manage then navigate to Users > Agent roles.
While you can add the Access WEM attribute to any role, we recommend creating a role specific for AI WFM then adding that role to the agents.
Click New role.
Give the role a name and optional description.
From the Permissions panel select Access WEM, then click Save.
If you do not see the option for Access WEM, contact your AI WFM professional services team.
Assign the role to agents
You may assign the role to a single agent or to multiple agents.
Navigate to Agents to view the Agent groups.
Single agent
Open the Agent information panel for the agent and in the Role section, click the drop-down arrow and select Access WEM to add the role to this agent.
Click Save.
Multiple agents
In the list of Agent groups, select the group. You may deselect individual agents who should not receive the WEM option.
Click Edit.
In the role section, click the drop-down arrow and select Access WEM to add the role to this group of agents.
Click Save.
Agent view
When agents select the AI WFM tab (and if they have a profile in AI WFM), they will see their agent dashboard.
There is a link to launch the full AI WFM application in the Options & Extras section.
The dashboard includes the following information:
Profile
The profile tile includes job title, employee ID, supervisor name, hire date, and a link to show a log of check-in occurrences for a selected date range.
Schedule for the week with embedded adherence
The schedule pane includes work schedules for the week, with adherence data in a bar below the schedule.
Schedule adherence summaries
View adherence summary data for yesterday (if scheduled to work), this week, and this month.
Pending & upcoming requested time off
Includes any upcoming pending, approved, or denied time off requests.
Options & Extras
Each link will open in a new window.
Request time off: For partial or full day, single or multi-day requests.
Request recurring time off: For recurring events, or events that occur on non-consecutive days (e.g., every Tuesday and Thursday afternoon).
Schedule transactions: Includes available schedule swaps.
This week’s schedule: Opens a printer friendly summary of this week’s schedule.
Published event summary report: Opens a report with all schedule data for the selected dates.
Launch full AI WFM (CommunityWFM) experience: Opens the web version of AI WFM.
Current schedule bids
Lists any current schedule bids and their status.