Workforce Management (WFM) admins can integrate and configure Ultimate Kronos Group (UKG) credentials, perform initial setup procedures, and implement UKG within the Workforce Management integration interface. This integration enables agents and supervisors to submit and authorize leave requests, which are subsequently reflected in UKG upon approval.
Requirements for using the UKG Pro WFM for Zoom CX app
Account owner or administrator privileges
Zoom Workforce Management license
Details (Client ID, Client Secret, Password, username etc.) required for using any of the auth mechanisms with appropriate permissions generated and accessible from UKG.
Ensure Auto Approval is enabled for the relevant request subtype in the UKG admin portal so time off requests from WFM are automatically approved. Disable Allow Request Editing by Manager since only one of these options can be enabled at a time.
Currently, the system only manages the time off leave category. Zoom does not provide technical support for UKG. If you need assistance, contact UKG directly or reach out to your IT administrator who manages the application.
Limitations for using the UKG Pro WFM for Zoom CX app
Currently, only one UKG Pro WFM for Zoom CX Connector/App can be implemented or added per account.
Use the search box to find the UKG Pro WFM for Zoom CX app.
Click on the app's icon or name to access it.
Click Add to create the connector.
How to set up the UKG Pro WFM for Zoom CX app
To set up UKG Pro WFM for Zoom CX app, the UKG instance has to be associated with the UKG Pro WFM for Zoom CX connector available in the Zoom App Marketplace. Follow these steps:
In the navigation menu, click Workforce Management. A new tab will open.
In the navigation menu, click Preferences.
Click the Integrations tab.
Click Add integration, then select UKG. If the integration is not yet set up, click Zoom Marketplace. You will be redirected to the Zoom App Marketplace, where you can add and configure the app.
Click Add.
How to sync time-off codes
Admins can manage third-party HR out-of-office codes by mapping them to corresponding out-of-office activities in Workforce Management. To ensure accurate tracking, establish a mapping between Workforce Management out-of-office activities and the relevant UKG leave codes for all applicable categories and classifications.
Sign in to the Zoom web portal.
In the navigation menu, click Workforce Management. A new tab will open.
In the navigation menu, click Preferences.
Click the Integrations tab.
Click the HR out of office mapping sub-tab.
To map a single activity, locate the desired out-of-office activity, and select the corresponding UKG request subtype from the drop-down list
For bulk updates, select multiple activities in the table, then click Updatecode to apply mappings to all selected items at once.
Click Sync HR Codes to refresh and retrieve the latest request subtypes from UKG.
How to add UKG employee records in Workforce Management
Admins can add UKG employee records for each agent within the Workforce Management admin portal.
Sign in to the Zoom web portal.
In the navigation menu, click Workforce Management. A new tab will open.
In the navigation menu, click Users.
Click a username to open the right-hand panel.
Under Employee ID, enter the employee ID from the UKG Employee Summary.
How to view the agent balances for out-of-office activities
Sign in to the Zoom web portal.
In the navigation menu, click Workforce Management. A new tab will open.
In the navigation menu, click Request Management.
Click the Balances and policies tab. You can view agent balances, track accrued time, and review applicable policies for out-of-office activities.
Supervisor experience
Supervisors have access to view all out-of-office requests from agents through a unified interface.
Supervisors possess the authority to approve or deny out-of-office requests submitted by agents.
Supervisors maintain the capability to delete time-off requests for agents, and these changes will be reflected in the UKG system.
Upon supervisory approval, Workforce Management generates a time-off request on behalf of the agent, which will receive automatic approval (functions effectively with basic time-off approval protocols).
Agent experience
Agents may submit out-of-office requests by selecting the appropriate Workforce Management activity.
Agents have access to view their accrued leave balances.
All approved out-of-office requests are displayed in the Workforce Management interface.
Agents have the capability to withdraw previously submitted leave requests.
Creating an integration user (a designated user for all integration activities)
Setting up an API client for integration
Generating a refresh token
Creating time-off plans and assigning them to workers
How your data is used
The UKG Pro WFM for Zoom CX app allows Zoom Communications Inc. to manage your employee absence management. To ensure proper functionality, you'll need to add a refresh token with the appropriate permissions (scopes). The permissions you share with Zoom Communications Inc. include:
Integration: Zoom Communications Inc. will have permission to retrieve time-off types from the connected UKG instance.
Staffing: Zoom Communications Inc. will have permission to search and list workers and worker details.
Time Off and Leave: Zoom Communications Inc. will be authorized to:
Access existing leave categories, types, and employee leave balances.
Submit absence requests on behalf of employees.
Create Enter Time Off entries on behalf of supervisors.
Modify existing absence requests submitted through Zoom Communications Inc.
