How to Set up Dual Role User - in Agent Data Group and Agent Data Values views

How to Set up Dual Role User - in Agent Data Group and Agent Data Values views

If a user has a dual role in the WFM system (for example, the user is an agent, but is a Team Lead as well and manages other agents, so also has a supervisor login), the user must have a different WFM login ID for each role. To link the roles so the LDAP authentication is the same for the agent and supervisor, you need to assign the supervisor user to the agent as the agent data value for the “LDAPLoginOverride” agent data group.
Refer to the following steps:
  1. Define the user in LDAP (for example, 123).
  2. Define a supervisor user in the Users And Permissions view in WFM (for example, login ID ‘123’).

  3. Define an agent the supervisor will log in as in the Agent Definition view in WFM (for example, ‘a123’), with the same password as the supervisor user.

  4. In the Agent Data Groups view, define a new agent data group, “LDAPLoginOverride”, with a data type of System user.

  5. Optional: Select the List option for the new agent data group. In the Values column of the bottom spreadsheet, add the list of supervisor users with dual roles (for example, ‘123’).
  6. In the Agent Data Values view for the “LDAPLoginOverride” agent data group, assign the supervisor user with the dual role as the agent data value for the agent the supervisor will log in as (for example, assign ‘123’ agent data value to agent ‘a123’).
If you use LDAP, when a user logs in to the WFM system as an agent (for example, ‘a123’), the system looks for a value in the “LDAPLoginOverride” agent data group. If the agent has a system user value for the agent data group, the system sends the login ID of that user (in the example, ‘123’) to LDAP for authentication with the password the user entered on the login screen. The system logs the user in as the agent if the LDAP validations pass.

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