Definition

A role is a named starting point for the permissions assigned to a ZenOps user. The role name helps describe the user's responsibilities, while permissions determine which WFM areas and actions that user can access.

Context

Use this information when you are setting up a workspace or when someone cannot see a page or action they need. Access to a product area can also depend on the workspace's product access.

Note: Role name is not enough

Saved product permissions determine available actions. Agent self-service also depends on a linked workforce profile.

Attributes

ZenOps WFM uses five canonical role names:

  • Admin: Usually responsible for workspace setup, people, and access administration.
  • Manager: Usually works in the manager workspace for planning and operations. Available actions depend on assigned permissions.
  • Team Lead: May receive access scoped to assigned teams. For example, Managed Teams scheduling access limits editing to the teams assigned to that person and does not include company-wide schedule publishing or generation.
  • Standard and Basic: Agent-facing roles commonly used for personal workforce tasks. Agent access, including a linked workforce profile, determines which self-service pages are available.

Permissions are set separately for product areas. For example, a person may be allowed to view schedules without permission to create or edit them. Scheduling access can also be limited to assigned teams.

If a person is missing an expected page or action, ask a workspace administrator to review their access. For product context, read What ZenOps WFM Does. Agents can also see how to view a published schedule.