Maintenance Manual

Personnel
User Administration
98
Each tab displays information about the users that fall into its category, as shown in
Table 34.
Table 34. User Administration tab columns
When you select a user listed in any of the tabs, that user’s properties are displayed in
the lower section of the window. User properties are described in Table 35.
Table 35. User Properties fields
Column Description
License The license assigned to the user. The possible licenses are:
•CR
•QM
•AQM
A user must be licensed to be able to log into Workforce
Optimization and be recorded.
Last Name The user’s last name, as set up in ACD or Quality Management.
When syncing users from the ACD, this field displays the user’s
entire name (first and last name), and the First Name field
remains empty. If you are using QM authentication, a report that
normally displays a user’s first and last name only syncs the
information from the agent’s name field and displays the entire
name in the Last Name field.
First Name The user’s first name, as set up in ACD or Quality Management.
User ID The user ID assigned to the user. If the user is an ACD user, the
format is <agent’s PG>.<agent’s ICM Peripheral Number>. If the
user is a Quality Management user, the Quality Management
system assigns a number.
Assigned Teams The team assigned to the agent or knowledge worker.
Assigned Groups The group assigned to the agent.
Windows Login The user’s Windows user name.
Column Description
License The license assigned to the user.
First Name The user’s first name, as set up in ACD or Quality Management.
Last Name The user’s last name, as set up in ACD or Quality Management.