Workforce management security roles in the Workforce Engagement Management app (preview)

Important

This is a preview feature.
Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

The Workforce Engagement Management app includes dedicated roles for forecasting, scheduling, intraday analysis, administration, and representative self-service. Assign roles that match each user's responsibilities instead of granting broad supervisory access.

Use this article to compare privileges, choose a role, and assign it to a user.

Important

These roles apply only within the Workforce Engagement Management app. They don't replace the Omnichannel supervisor and Omnichannel agent roles or change how those roles work in Copilot Service workspace. Existing deployments continue to work, and no migration is required.

Available roles

Role	Intended users
WFM Administrator	Administrators who configure workforce management and need access to all workforce management capabilities in the app.
WFM Forecaster	Planners who build forecast scenarios, capacity plans, and operation calendars and work with external historical data.
WFM Scheduler	Schedulers who create shift plans, assign and publish representative schedules, and approve requests.
WFM Intraday Analyst	Analysts who monitor adherence and intraday performance in real time and review historical reports.
WFM Service Rep	Customer service representatives (service representatives or representatives) who view their own schedules and submit their own requests.

Privileges by capability

The following tables list each role's privileges in preview.

Forecasting

Privilege	WFM Administrator	WFM Forecaster	WFM Scheduler	WFM Intraday Analyst	WFM Service Rep
Create, edit, and delete forecast scenarios	Yes	Yes	No	No	No
Read forecast scenarios	Yes	Yes	Yes	Yes	No
Copy a forecast scenario	Yes	Yes	No	No	No
Export a forecast	Yes	Yes	No	No	No
Create, edit, and delete external forecast data	Yes	Yes	No	No	No
Read external forecast data	Yes	Yes	Yes	Yes	No

Capacity planning

Privilege	WFM Administrator	WFM Forecaster	WFM Scheduler	WFM Intraday Analyst	WFM Service Rep
Create, edit, and delete capacity plans	Yes	Yes	No	No	No
Read capacity plans	Yes	Yes	Yes	Yes	No
Export capacity data	Yes	Yes	No	No	No

Operation calendars

Privilege	WFM Administrator	WFM Forecaster	WFM Scheduler	WFM Intraday Analyst	WFM Service Rep
Create, edit, and delete operation calendars	Yes	Yes	No	No	No
Read operation calendars	Yes	Yes	Yes	Yes	No

Shift plans and scheduling

Privilege	WFM Administrator	WFM Forecaster	WFM Scheduler	WFM Intraday Analyst	WFM Service Rep
Create, edit, and delete shift plans	Yes	No	Yes	No	No
Read shift plans	Yes	No	Yes	Yes	Yes
Copy a shift plan	Yes	No	Yes	No	No
Run auto schedule	Yes	No	Yes	No	No
Configure break distribution	Yes	No	Yes	No	No
Publish schedules	Yes	No	Yes	No	No
Add bookings for single or multiple representatives	Yes	No	Yes	No	No
Modify bookings, including drag-and-drop changes	Yes	No	Yes	No	No
Delete bookings for single or multiple representatives	Yes	No	Yes	No	No

Requests

Privilege	WFM Administrator	WFM Forecaster	WFM Scheduler	WFM Intraday Analyst	WFM Service Rep
Create, edit, and delete a shift bid	Yes	No	No	No	Yes
Read shift bids	Yes	No	Yes	No	Yes
Approve or decline a shift bid	Yes	No	Yes	No	No
Create, edit, and delete a shift swap	Yes	No	No	No	Yes
Read shift swaps	Yes	No	Yes	No	Yes
Accept or reject a shift swap	Yes	No	No	No	Yes
Raise a swap offer	Yes	No	No	No	Yes
Accept a swap offer	Yes	No	No	No	No
Create, edit, read, and delete a time-off request	Yes	No	Yes	No	Yes
Approve or decline a time-off request	Yes	No	Yes	No	No
View request management	Yes	No	Yes	No	Yes

Monitoring and reporting

Privilege	WFM Administrator	WFM Forecaster	WFM Scheduler	WFM Intraday Analyst	WFM Service Rep
View the adherence tracker	Yes	No	No	Yes	No
View the adherence history report	Yes	No	No	Yes	No
Export the adherence history report	Yes	No	No	Yes	No
View the intraday performance report, real-time view	Yes	No	No	Yes	No
Export the intraday performance report, real-time view	Yes	No	No	Yes	No
View the intraday performance report, historical view	Yes	No	No	Yes	No
Export the intraday performance report, historical view	Yes	No	No	Yes	No

Representative self-service

Privilege	WFM Administrator	WFM Forecaster	WFM Scheduler	WFM Intraday Analyst	WFM Service Rep
View shift bookings	Yes	No	Yes	No	Yes
View shift summary	Yes	No	No	No	Yes
View the schedule calendar	Yes	No	No	No	Yes

Administration

Only the WFM Administrator role can open Admin settings and configure workforce management. This role can:

Manage users.
Turn volume forecasting, capacity planning, schedule management, shift-based routing, shift rotations, representative calendar, bidding, and swapping on or off.
Create, edit, and delete shift activity types and time-off request types.
Turn adherence historical analytics and intraday performance reporting on or off.
Manage workforce alerts.
Allow representatives to accept their schedules.
Manage the shift swap expiry period.

Choose a role

Use the following table to match a user's responsibilities to a role.

If the user needs to	Assign this role
Configure workforce management or perform all workforce management functions	WFM Administrator
Predict demand and translate it into staffing requirements	WFM Forecaster
Build shift plans, assign representatives, and approve their requests	WFM Scheduler
Monitor adherence and service performance throughout the day	WFM Intraday Analyst
View their own schedule and submit their own bids, swaps, and time-off requests	WFM Service Rep

The WFM Scheduler and WFM Intraday Analyst roles can read forecast scenarios and capacity plans but can't change them. This read-only access lets schedulers and analysts review the plans they work against without granting planning privileges.

A user can have multiple roles. For example, assign WFM Forecaster and WFM Scheduler to a planner who also builds schedules.

Assign a role to a user

Sign in to the Power Platform admin center.
In the site map, select Environments, and then select your environment.
Select Settings > Users + permissions > Users.
Select the user to update, and then select Manage security roles.
Select the workforce management role to assign.
Select Save.

The Workforce Engagement Management app appears in the user's list of apps the next time they sign in.

How role assignment affects app visibility

To access the app, users must have a workforce management role listed in this article or a quality management role. Users without one of these roles don't have the app in their list of apps.

Within the app, the site map reflects the user's assigned roles. A user assigned only WFM Service Rep can access their schedule calendar, shift summary, and requests, but not forecasting or scheduling nodes.

Learn more in Workforce Engagement Management app.

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Last updated on 2026-09-22