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Verint® Mobile Workforce Optimization™: Mobile Apps Administration Guide
Verint® Mobile Workforce Optimization™: Mobile Apps Administration Guide
Optimization™
Mobile Apps Administration Guide
Version 15.1 and 15.2
Document Revision 1.07
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Document Revision 1.07
Published January 12, 2021
Customer Engagement SolutionsTM
C o n t e n t s
This guide provides administrators and managers in the organization with the information
needed to administrate and troubleshoot the Verint Mobile Work View and Verint Mobile Team
View applications.
Intended audience
This guide is intended for use by administrators and managers responsible for:
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1.07 Updated the following troubling shooting topic: Unable to create swap
requests.
You can now view mobile-related information in the sign in and sign out
1.03 Updated Mobile app download: If MDM is used, AppConfig can be used to
configure the URL and user name fields in the mobile app's sign in page so
that these fields are auto-populated when users sign in.
Updated Mobile app sign in: In the mobile app sign in page, users first
enter the URL defined for mobile access and their user name. Depending
on the organization's authentication method, users are either presented
with the WFO sign in page or the IdP's sign in page.
1.02 The guide is now relevant for both Verint Mobile Work View and Verint
separately.
Getting started
Verint Mobile Work View and Verint Mobile Team View are two separate mobile apps intended
for different users.
Verint Mobile Work View: Enables employees to view and manage their schedule, view
their performance scorecards, and stay up to date with notifications and updates.
Verint Mobile Team View: Enables supervisors and managers to view their employees'
schedules, manage their employees' requests, and stay up to date with notifications.
Before distributing the apps to users, set up privileges for the relevant user roles, define
organization alert rules for mobile push notifications, and configure a terms and conditions
message to be displayed when signing in to the app.
Topics
Mobile privileges 7
Push notifications 7
Terms and conditions 9
Send message 10
Mobile app download 10
Mobile app sign in 11
Mobile app availability announcement 11
Mobile-related information in system logs and Audit Viewer 12
Mobile usage report generation 13
Getting started Mobile privileges
Mobile privileges
In the User Management application, assign mobile privileges to the relevant user roles to enable access to
capabilities in the mobile apps.
For each capability in the mobile app, a 'for Mobile' privilege exists. The 'for Mobile' privilege appears
under the matching privilege for the web application. For example, to view personal time off requests in
Team View, assign the View Personal Time Off Requests for Mobile privilege to the Manager user
role.
The following mobile privileges are mandatory in order to use the apps:
Work View: View Personal Schedules for Mobile or View my Scorecard for Mobile must be
Since new capabilities are added frequently to the mobile apps, we recommend that you occasionally
verify that the correct privileges are assigned to the relevant user roles. Privileges for new capabilities are
enabled by default.
To decide which capabilities to enable in the mobile apps, review the mobile privileges in the
Workforce Optimization Roles and Privileges Reference Tool. To easily find the mobile privileges,
perform a search using for mobile.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Push notifications
In the Tracking application, define organization alert rules to send push notifications to user devices.
You can configure push notifications for the following organization alerts:
Requests status changes: A notification is received when a request status changes (time off, shift
schedule is published).
Request status changes (batch): Notifications are received in batches at configured intervals when
Once an organization alert rule for mobile push notifications is defined and Work View and/or Team View
users are defined as recipients, push notifications are generated and pushed through the Mobile Gateway
to user devices. If a user chooses to disable notifications for the mobile app in their device's settings, they
will no longer receive push notifications.
If a significant number of users use both Work View and Team View, to prevent users from receiving large
numbers of notifications or duplicate notifications that relate to the same alert, we recommend creating
separate organization alert rules for Work View (directed to employees) and Team View (directed to
supervisors and managers).
Organization alert rule for push notifications sent to employees who use Work View:
Related information
Managing Alert Rules (Framework Administration Guide)
Send message
In the WFO system toolbar, use the Send Message button to send short personal messages to selected
users.
You can configure the messages to be displayed on the user's desktops and/or on their mobile devices.
For example, to send a message to selected employees, but you are not sure whether the selected
employees are currently on a shift, configure the message to be sent to the desktop and to Work
View/Team View. If the user enabled push notifications for the mobile app, the message is displayed in a
notification on the device. Users can also view all non-expired messages in the mobile app itself.
The mobile apps can also be distributed to users using the organization's MDM, as long as the MDM
solution supports distribution of public applications (for example, AirWatch).
To simplify the sign in process, you can use the MDM's AppConfig to configure the URL and user name
fields in the mobile app's sign in screen so that these fields are auto-populated when users sign in.
URL: Enter the URL defined for mobile access (not the URL of the web interface).
In systems where the Mobile Gateway server is set up behind a VIP/Load Balancer, the URL used for
the VIP must be entered.
If your organization uses an MDM solution and VPN tunneling is enabled, the URL defined in the
MDM solution must be entered.
User name: Enter the same user name as used to sign in to WFO through the web interface.
After WFO has established your organization's authentication method, the following is presented to the
user:
If your organization uses OpenID: After entering the URL and user name, the identity provider's
second screen appears. Users sign in using the same password used to access WFO through the web
interface.
Whether the sign in or sign out occurred from a mobile device or from the web interface.
The name of the mobile app that was signed in or signed out from.
In the Audit Viewer, you can filter the sign in and sign out log entries according to platform, mobile app, or
operating system.
Related information
System Monitoring, Logs, and Alarms Reference Guide
Related information
Workforce Optimization Ad Hoc Reports Guide
Verify that you have privileges to access and view Ad Hoc queries.
Download the sample Mobile Reports zip file from the Tools page on Verint Connect. The zip file
Procedure
1. Sign in to WFO as an administrator.
2. From Reports, go to Setup, and select Deployment.
3. Under Report Topic, select the topic under which to display the report in the list of reports.
4. For the following fields, upload the relevant files:
a. Report Filename: MobileUsageDefinition.rdl
b. Report Prompt Filename: MobileUsagePrompt.xml
c. Report Properties Filename: MobileUsageParameters.xml
5. Select Deploy.
The report now appears under the relevant topic in the list of reports on the left.
6. Assign user access rights to the report:
a. From Reports, go to Setup, and select Access Rights.
b. Under Report Selection, select the report.
c. Under View Privilege, select the roles to which you want to assign report access rights.
d. Select Save.
Procedure
1. From Reports, go to Requests & Results, and select Parameters.
2. Under Report Selection, select the mobile usage report.
3. Enter the date range for which to generate the report.
4. Select Run Now.
5. When prompted, enter your WFO sign in credentials.
The report opens in a separate window.
6. Optional: Export the report as an Excel, PDF, MHTML, or HTML4 file.
7. Optional: To keep an instance of the report for future viewing, select Keep instance for future
viewing.
To view saved instances of the report, go to Requests & Results, and click Parameters.
Troubleshooting
Troubleshoot common issues with the mobile apps. For issues that cannot be resolved, try to
recreate the scenario that leads to the issue and contact support.
Topics
Possible resolution
Verify that the path following the base URL is correct. The base URL should be in the following format:
http[s]://hostname[:port]/path
If the path is correct, verify that routing is working properly between the VIP/Load Balancer and the
Mobile Gateway.
Possible resolution
Work View: Verify that the employee has the View Personal Schedules for Mobile privilege or View
If the employee has at least one of these privileges but still gets the error message, contact support.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
Verify that the employee has the latest version of the app and the latest version of the Mobile Gateway
installed. Occasionally, an older version of the app or the Mobile Gateway can cause the app to fail.
If the app is distributed through an MDM solution, verify that the latest version of the app is available.
If the latest versions of the app and the Mobile Gateway are installed, try to recreate the scenario that
lead to the failure and contact support with this information.
Possible resolution
Verify that the user is assigned the View Personal Shift Bids for Mobile privilege.
If the user is assigned the relevant privileges:
1. Sign in to the web interface with the employee's user name and password.
2. Go to My requests > My bids.
3. Verify that there are auctions available to the user and that their deadline has not passed.
Auctions for which the deadline has passed do not appear in Work View but may still appear in the
web interface.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
Verify that the employee is assigned the View Personal Schedules for Mobile privilege.
If the employee has this privilege, sign in to the web interface and view the employee's personal schedule
page. If the schedule is displayed on the web interface but not in the mobile application, contact support.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
Sign in to the web interface with the user's credentials, enter the same request parameters, and submit
the request.
If the request fails through the web interface, the request parameters are likely incorrect. For example,
a time off request fails if you submit a the request for a day on which the employee is not scheduled to
work but a schedule has been published.
If the request through the web interface is submitted successfully, contact support and note the exact
Possible resolution
Verify that the user is assigned the Read/Write to Swap Board for Mobile privilege in order to view and
create posts in the application.
If the user is assigned the relevant privilege:
1. Sign in to the web interface with the employee's user name and password.
2. Go to My requests > Swap board.
3. Verify that there are posts on the board.
If there are posts in the web interface but not in the mobile application, contact support.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
Verify that the user is assigned the Create/Edit/Withdraw Personal Swap Requests for Mobile
privilege.
If the user is assigned the relevant privilege:
1. Sign in to the web interface with the employee's user name and password.
2. Go to My requests > Swap board.
3. Verify that there are posts on the board which the employee can pick up (with the Pick Up action).
If the action is available in the web interface but not in the mobile application, contact support.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
Verify that in the web interface the employee can view a list of employees when trying to perform a
shift swap.
Verify that the employee is assigned the View Organization Schedules for Mobile privilege.
By default, the app filters out employees if their shift overlaps the signed in employee's shift. Select
Possible resolution
Verify that the employee is assigned the View Personal Swap Requests for Mobile privilege.
If the user is assigned the relevant privilege:
1. Sign in to the web interface with the employee's user name and password.
2. Go to My requests.
3. Verify that there are swap requests which the user or their peer created.
4. Verify that the requests are for future shifts or day-offs and that the requests did not reach the
deadline.
If there are swap requests available in the web interface but not in the mobile application, contact
support.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
First, verify the employee has the required privileges.
If you are using 15.2 HFR7 or later, the employee must have the following privileges to create swap
requests in mobile:
View Personal Swap Requests for Mobile
Create / Edit / Withdraw Personal Swap Request for Mobile
View Organization Schedules for Mobile
If you are using 15.2 HFR6 or earlier, the employee must have the following privileges to create swap
requests in mobile:
View Personal Swap Requests for Mobile
Create /Edit / Withdraw Personal Swap Request for Mobile
View Organization Schedules
If the user is assigned the relevant privileges and cannot create swap requests, then do the following:
1. Sign in to the web interface with the employee's user name and password.
2. Go to My Requests.
3. Verify that the action to create a swap request is available.
If the action is available in the web interface but not in the mobile application, contact support.
Possible resolution
Recreate the scenario through the web interface:
1. Sign in to the web interface with the employee's user name and password.
2. Try to submit the swap request using the same exact parameters.
3. If the request fails to submit through the web interface, the parameters are likely incorrect. For
example, if you try to submit a shift swap request for an employee that does not have relevant shifts
to give in return or that has a different skills set.
If the request is submitted successfully, contact support and note the exact scenario you are trying
to achieve.
Possible resolution
For notifications to occur, the relevant alert rules need to be defined in the system and set to be sent to
mobile devices. In addition, the employee needs to confirm getting notifications from the mobile
application (a confirmation message appears after first launching the application). If the employee
declined getting notifications for the mobile application, the setting can be changed in the device's
notification center.
Notifications are displayed when certain events occur and the mobile application is in the background:
When the user has a request and its status changed (for example, approved, denied).
If none of these events occurred, the employee does not get any notifications.
Related topics
Push notifications, page 7
Possible resolution
Verify that the user is assigned the View My Scorecard for Mobile privilege.
Sign in to the web interface, and navigate to Performance Management>Administration > KPIs. In the
Role Scope list in the KPI Details screen, verify that the role assigned to the employee is set to active.
Verify on the web interface that scorecards data exists for the same date range as the employee is
trying to view in the mobile application. There may not be any data for the date range the employee is
trying to view.
If roles are properly assigned, and data for the same date range appears on the web interface, contact
support.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
Verify that the user is assigned the View Net Staffing Ribbon for Mobile privilege.
Verify that the user can view the net staffing ribbon in the web interface.
If the user has the relevant privilege and can view the net staffing ribbon in the web interface, contact
support.
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
Verify that the device's time zone is the same as the user's time zone in the web interface.
If the device's time zone and the user's time zone in the web interface are the same, the segments on
the net staffing ribbon are identical. If the time zone is not the same, a consistent difference is
displayed in the mobile application and in the web interface.
If you defined intraday time off pools and you assigned users the privilege to view this information in
the mobile application, the time off opportunities from net staffing and from intraday time off pools
are merged in the mobile application. In the application's ribbon, verify that you can view time off
segments from both sources.
Possible resolution
Verify that the user is assigned the relevant privileges:
Related information
Workforce Optimization Roles and Privileges Reference Tool
Possible resolution
Go to Organization Management. Under Requests Management, select Settings and verify that the
organization to which the employee belongs allows employees to perform these actions
Read through the frequently asked questions to find answers to common questions.
Topics
Are the schedule and request durations in the mobile application in the user's time zone or in
the device’s current time zone?
Schedule and request durations in the mobile application are according to the user's time zone
preferences set in the web application.
How quickly are changes updated between the mobile application and the web interface?
Changes are updated as soon as a user submits a request or performs an action on a request.
The Time Off action is enabled if you have the Create/Edit Withdraw Personal Time Off Requests
privilege.
The Shift & Change Request action is enabled if you have the Create/Edit/Withdraw Personal
Some activities have a duration shorter than 1 hour. The schedule view in Work View only
displays a line every 1 hour. How can the user know the exact time an activity start and ends
if its less than 1 hour?
Tap the activity to view the start and end time in text format.
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