Set Up Users for Workforce Management (IEX Integrated)

Workforce Management (IEX Integrated) User Synchronization

User synchronization (sync) between your NiCE CXone ACD and Workforce Management (IEX Integrated) is an automated, one-way process.
Manual synchronization is not supported.
User account additions and changes sync from NiCE CXone ACD to IEX WFM every 15 minutes by default. This interval can be changed by your Account Representative if necessary.
User sync is enabled at your initial implementation and remains enabled at all times except in special circumstances.

Agents will not be able to see their IEX WFM schedules in MAX if user sync is disabled.

Learn more about the fields synced from NiCE CXone ACD to Workforce Management (IEX Integrated)

The following table shows NiCE CXone ACD user profile attributes and the corresponding Workforce Management (IEX Integrated) field to which they are synced.

NiCE CXone	IEX WFM	Notes
Agent Number	UUID ACD Login ID	The NiCE CXone Agent Number is not a customer-defined value. It's the unique numeric identifier assigned by NiCE CXone at the time the account is created. It is synced to both the IEX WFM UUID field and the ACD Login ID field associate with the agent's acdID (described later in this table).
Agent First Name	First Name
Agent Last Name	Last Name
Agent Email address	Email Address	The Agent Email Address is also synced to the IEX WFM External ID field. This is to support future use of IEX WFM Single Sign On. Syncing to the External ID field can be disabled, but only for the entire tenant
Agent Activation Date	AgentStateDate
Agent User GUID	Personal ID	Agent User GUID is an internal NiCE CXone value. It syncs to Workforce Management (IEX Integrated) to support the use of Employee Engagement Manager (IEX) (EEM). Syncing this field can be disabled if it is not needed, but only for the entire tenant.
ACD ID	acdID	The NiCE CXone ACD ID is associated with the ACD configuration of your tenant. All agents in the same tenant have the same acdID in IEX WFM. If your NiCE CXone design calls for more than one ACD tenant to sync to a single IEX WFM tenant, each ACD tenant must have a separate IEX WFM acdID value.
"1" or "2"	mu	If an agent in NiCE CXone does not appear in Workforce Management (IEX Integrated) , they are synced to IEX WFM as a new agent and the IEX WFM mu field is set to 1. If an agent is not in NiCE CXone but appears in Workforce Management (IEX Integrated), the sync considers them a changed agent and sets the IEX WFM mu field to 2. These values are hard coded in the user sync process, and are not user-configurable.

Workforce Management (IEX Integrated) User Account Management

Employee (user) accounts are maintained in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. in the NiCE CXone cloud. Your Workforce Management (IEX Integrated) tenant can integrate with multiple NiCE CXone ACD tenants. However, you cannot link multiple Workforce Management (IEX Integrated) tenants to a single NiCE CXone tenant. Your Account Representative will discuss the best architecture for your company during your initial implementation.

If you have multiple NiCE CXone ACD tenants, each maps to an "acd" in Workforce Management (IEX Integrated). Each agent is assumed to work only in a single tenant. The integration does not support combining, summarizing, or unifying individual agent data across NiCE CXone ACD tenants.

Set Up NiCE CXone Employee Accounts for Workforce Management (IEX Integrated)

Create an employee account in Admin.
Assign the employee to a team that has the WFM Advanced feature enabled.
If you want the employee to be able to see their Workforce Management (IEX Integrated) schedule, assign them a role with the WFM > MyZone > View Personal Schedule permission enabled.
Let the employee account information sync to the NiCE CXone ACD app. This synchronization process is not the same as that used by Workforce Management (IEX Integrated).
Once you see the ACD user profile, configure additional ACD user settings directly in the ACD app.
Let Workforce Management (IEX Integrated) sync the ACD user profile data from the ACD app.