Use the menu at right to jump to the category of permissions you're interested in. Categories appear on this page in alphabetical order.
Access Keys
My Access Key
Enables users to view, edit, create, or delete access keys on their own user accounts. By default, the Manager, Supervisor, and Agent system security profiles don't have any of these permissions enabled.
Access Key
Enables users to view, edit, create, or delete access keys for user profiles other than their own. By default, the Manager, Supervisor, and Agent system security profiles don't have any of these permissions enabled.
Account
API Applications
Enables users to view, edit, create, or deactivate API Applications.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
External Business Unit
Enables users to view and edit the business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. This includes basic business unit, usage, web services, and federated identity settings.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Business Unit Custom Fields
Enables users to view and edit the names of the custom fields in the Custom Properties section of a user profile. They must do so in the Custom Fields tab in the business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, so you must also give users External Business Unit permissions to enable custom fields.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Business Unit Web Services
Enables users to view, edit, create, or deactivate web services. You must also give users External Business Unit permissions to enable custom fields.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Business Unit Parent Company
Enables users to view all child business units High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment under the business unit.
| Security Profile | View |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Business Unit Acceptable File Extensions
Enables users to view, edit, create, or delete acceptable file extensions for the business unit. You must also give users External Business Unit permissions to enable Acceptable File Extensions.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Agent Patterns
Enables users to view, edit, create, or delete agent patterns. Agent patterns handles custom dialing actions, like appending a "1" to the beginning of all dialed calls so the agent does not have to dial it manually each time.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Agent Session Control Via API
Enables a user to interact with an agent's session as if they were that agent by receiving all of the events for the session of the target agent. This is accomplished through an API call and Studio actions by using the asAgentId value. See the Agent Session management API on the NICE CXone developer portal (developer.niceincontact.com) for more information.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Business Unit Time Zones
Enables users to view or edit the allowed business unit time zones. While you can use Personal Connection to dial calling lists across all time zones, you might want to limit calling lists to certain time zones. This permission enables users to specify the time zones available for all skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge by default. You must also give users External Business Unit permissions to enable time zones.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Business Unit Integration/Support User
Enables users to view any NICE CXone support users you have in your system for setup or troubleshooting.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
SMS Registrations
Enables users to view and manage SMS registrations. SMS registrations are used with the Proactive SMS campaigns for Personal Connection and manual outbound and inbound SMS.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Auto-Replies
Enables users to view and manage SMS Registration Auto-replies. Auto-replies are used with the Proactive SMS campaigns and can be customized when the Agentless feature is enabled for an SMS Registration.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
OpenID Connect
Enables users to view or edit the OpenID Connect configuration.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
ACD
Unavailable Codes
Enables users to view, edit, create, or deactivate/activate unavailable codes.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Points of Contact
Enables users to view, edit, create, or deactivate/activate points of contact.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Dispositions
Enables users to view, edit, create, or deactivate/activate dispositions.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Tags
Enables users to view, edit, create, or deactivate/activate tags.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Stations
Enables users to view, edit, create, or deactivate/activate user stations.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Station Profiles
Enables users to view, edit, create, or deactivate/activate use station profiles.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Central Scripts Access
Enables users to view, edit, or deactivate/activate existing scripts from Central.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Deactivate |
|---|---|---|---|
|
Agent |
|||
| Supervisor | |||
| Manager |
Hours of Operation
Enables users to view, edit, create, or deactivate/activate contact center hours of operation.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Workflow Data
Enables users to view, edit, create, or deactivate/activate workflow data profiles.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Chat Profiles
Enables users to view, edit, create, or deactivate/activate chat profiles.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Adapters
General
Adapters
Enables users to see the Adapters icon in CXone navigation and view the associated pages. This permission is disabled by default.
Partner Registration
Enables users to view, edit, create or deactivate new partner registrations in the Adapters application. These permissions are granted only to internal CXone personnel.
Account Mapping
Enables users to view, edit, create, or deactivate accounts for their associated tenants in the Adapters application. This permission is disabled by default.
Presence Sync
Rules
Enables users to view, assign, edit, create, deactivate, and delete rules in Presence Sync. This permission is disabled by default.
User Mapping
Enables users to view a tenant's mapped users in Presence Sync. This permission is disabled by default.
Agent for Oracle Service Cloud
Agent for Oracle Service Cloud
Enables users to use the Agent for Oracle Service Cloud application. You must also enable Agent Phone, Agent Station, or both, for users to access any Agent application, including Agent for Oracle Service Cloud.
Integrated Softphone
Enables users to use integrated softphone with Agent for Oracle Service Cloud.
By default, this permission is disabled.
Agent for Salesforce
Integrated Softphone
Enables users to use integrated softphone with Agent for Salesforce.
By default, this permission is disabled.
Agent (MAX and General)
Agent MAX
Enables agents to use MAX. You must also enable Agent Phone, Agent Station, or both, for users to access any Agent application, including MAX.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Phone
Enables users to access an Agent application by entering their phone numbers.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Schedule
Enables agents to access their work schedules in an Agent application. This permission only applies if your system is integrated with a supported WFM solution.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Softphone
Enables the Integrated Softphone feature for MAX, which also requires the Agent MAX permission and at least one of Agent Phone or Agent Station.
Integrated Softphone for Agent for Oracle Service Cloud or Agent for Salesforce are enabled separately.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Softphone: Auto-Accept
Enables administrators to suppress the auto-accept functionality for Integrated Softphone in MAX. There are three configuration possibilities with the two settings:
- Enable off: auto-accept is forced off.
- Enable on, Agent Config off: auto-accept is forced on.
- Enable on, Agent Config on: auto-accept defaults to on and the agent has the toggle available.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Station
Enables users to access an Agent application by entering their station IDs.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Masking
Enables users to mask calls to prevent sensitive information from being recorded.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Mute Agent
Enables users to mute themselves on a call.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Record Contact
Enables users to record a voice conversation with a contact.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Outbound Strategy
Enables agents to use Personal Connection.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
SMS
This permission is not currently used.
Multi-Party Conferencing
Enables users to engage in conference calls with three or more parties. Permissions in this section control the user's access to the Maximum Number of Conference Parties setting on the Business Unit Details tab. Users with the View permission can see the setting but not edit it; users with the Edit permission can both see and edit the setting.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
| Agent | ||
| Supervisor | ||
| Manager |
Hide Create Commitments
When enabled, this setting hides the ability for agents to create commitments in MAX. The checkbox is clear by default.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Hide Inbound Hangup
When enabled, this setting prevents the agent from seeing the MAXHangup button in an inbound call. The checkbox is clear by default.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Block Outbound Calling
When enabled, this setting prevents users from making outbound calls in MAX. You can separately restrict the kinds of calls listed in the following table. The checkboxes are clear by default.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Permission | Agent Profile | Supervisor Profile | Manager Profile |
|---|---|---|---|
| Ad-hoc | |||
| Redial | |||
| Agent | |||
| Address Book | |||
| Skill | |||
| Elevation | |||
| Save & Redial | |||
| Transfer |
Logout With MAX Closure
When enabled, this setting logs the agent out of MAX when they close the MAX window. The checkbox is clear by default.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
| Agent | ||
| Supervisor | ||
| Manager |
Agent Visibility
Hide Agent Presence
Hides agent presence from the address book.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Hide |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Hide Agent Identity Information
Hides the agent name and ID from all reports that offer performance-related metrics.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Hide |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Hide Agent Information Caller ID
Hides the agent caller ID from all reports that offer performance-related metrics.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Hide |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Hide Agent Information Phone Number
Hides the agent phone number from all reports that offer performance-related metrics.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Hide |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Skype for Business
Enables MAX agents who have Skype for Business installed to see Skype for Business users in the MAX address book together with their status. MAX users can also dial Skype for Business users from the MAX address book.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Applications
Studio
Scripts
Enables users to view, debug, import, export, create, edit, or deactivate workflows in Studio.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Debug | Import/Export | Create/Edit | Deactivate | Lock Override |
|---|---|---|---|---|---|---|
|
Agent |
||||||
| Supervisor | ||||||
| Manager |
Prompts
Enables users to record prompts in Studio.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Record |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
File Browser
Enables users to view, edit, create, or delete files in the File Browser in Studio. The File Browser contains all files in your CXone system.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
CXone Interaction Analytics
Enables users to configure, edit, or view real-time contact center data in graphical charts in Interaction Analytics.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Admin |
|---|---|---|---|
|
Agent |
|||
| Supervisor | |||
| Manager |
Communications
Agent Messaging
Enables users to view, create, or delete agent messages.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Create | Delete |
|---|---|---|---|
|
Agent |
|||
| Supervisor | |||
| Manager |
Address Book
Enables users to view, edit, create, or delete address books available for the Agent applications.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Quick Replies
Enables users to use, favorite, view, edit, or create chat or email quick replies available in the Agent applications.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Use | Favorites | View | Edit | Create |
|---|---|---|---|---|---|
|
Agent |
|||||
| Supervisor | |||||
| Manager |
Data
Browse ACD Files
Enables users to view, edit, create, or delete files in the Browse ACD Files feature, including uploaded calling lists and do not call (DNC) lists.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
DB Connector
Enables users to view, edit, create, deactivate, or delete database connectors and database groups.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate | Delete |
|---|---|---|---|---|---|
|
Agent |
|||||
| Supervisor | |||||
| Manager |
Direct Data Access
Enables users to view the Direct Data Access reporting feature. This permission does not enable any links in the NICE CXone interface, but it does allow users to set up Direct Data Access in Excel.
Direct Data Access is an add-on product, and you must have your NICE CXone representative enable it for you to use it and for this permission to appear.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Engage QM Integrated and IEX WFM Integrated
Integration Configurations
Enables users to view, edit, or create, or deactivate integrations in Engage QM Integrated.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Engage System User
Synchronizes the user to their Engage QM Integrated system user.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
General
Support and Downloads
Enables users to view and download software updates, such as Studio, DB Connector, and other products.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Agent Issues
Enables users to view or close agent issues, or issues that agents reported in the Agent application.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Close |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Outbound Strategy
Outbound Strategy Manager
Enables users to view or edit skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge in Skill Control.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Do Not Call (DNC) List
Enables users to view, edit, or create do not call groups and lists.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create |
|---|---|---|---|
|
Agent |
|||
| Supervisor | |||
| Manager |
Call Suppression
Enables users to view, edit, create, or delete call suppression records.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
AMD Tuning
Enables users to edit the Answering Machine Detection (AMD) Tuning section of the CPA Management PC parameters in an skill. This permission may not display depending on your business unit configuration.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Edit |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Calling List
Enables users to view, edit, create, or delete calling lists.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Force Stop Skill
Enables users to force an outbound skill to stop immediately.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Edit |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Predictive Dialing
Enables users to set up predictive dialing, or automated outbound dialing with a ratio greater than one call per agent. This setting only appears when you have predictive dialing enabled for your business unit.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Edit |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Dialing by Proficiency
Enables users to enable and disable call delivery based, in part, on the agents' proficiency levels. It allows the user to change this setting at the skill level only. To enable or disable this feature at the business unit level, contact your NICE CXone account manager.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Compliance Required Delivery
Controls whether the Compliance Required Delivery Mode field is visible to users.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Edit |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Message Templates
Enables users to view, edit, create, or activate/deactivate SMS message templates.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Skill Channel Settings
Enables users to view or edit proactive agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. email and SMS skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge priorities in the Skill Channel Settings page.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
PartnerHub
PartnerHub
Enables users to view the PartnerHub icon by clicking the application grid in CXone, and to launch the application.
By default, this permission is not enabled for any security profile. It can only be enabled on behalf of partners by a CXone representative.
CXone Voice Diagnostics
Enables users to view and use the Voice Quality Metrics application by clicking the application grid in CXone, and to launch the application.
By default, this permission is not enabled for any security profile. It can only be enabled on behalf of partners by a CXone representative.
POC Provisioning
Enables users to view and use the POC Provisioning application in PartnerHub.
By default, this permission is not enabled for any security profile. It can only be enabled on behalf of partners by a CXone representative.
Log Reader
Enables users to view and use the Log Reader application in PartnerHub.
By default, this permission is not enabled for any security profile. It can only be enabled on behalf of partners by a CXone representative.
Self-Service Port Management
Enables users to view the Self-Service Port Management application in PartnerHub, to create new port requests.
By default, these permissions are not enabled for any security profile. They can only be enabled on behalf of partners by a CXone representative.
Platform
Script Schedules
Enables users to view, edit, create, or deactivate script schedules.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Report Schedules
Enables users to view, edit, create, or deactivate report schedules.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
SFTP Accounts
Enables users to view, modify, create, or deactivate custom reporting SFTP accounts.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Custom Reports
Enables users to view, edit, create, delete, or perform administrator actions on custom report templates.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete | Administrator |
|---|---|---|---|---|---|
|
Agent |
|||||
| Supervisor | |||||
| Manager |
Custom Reports Scheduling
Enables users to view, edit, create, or deactivate custom report schedules.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Custom Reports Categories
Enables users to view, edit, create, or deactivate custom report categories.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Custom Report Headers
Enables users to view, edit, create, or deactivate custom report headers.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Life Cycle Management
Enables users to view or edit file storage rules.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Secure External Access
Enables users to view and modify the secure external access credentials.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Long-Term File Retrieval
Enables users to view, edit, create, or delete retrieved files.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
GDPR Request
For use by CXone support personnel.
By default, the Manager, Supervisor, and Agent system security profiles don't have any permissions enabled.
| Security Profile | Verification | Rectification | Erasure | Restriction | Portability |
|---|---|---|---|---|---|
|
Agent |
|||||
| Supervisor | |||||
| Manager |
Security
Group/Individual
You can enable the individual permissions in this section, or you can enable all the permissions as a group if you use the same privilege levels for each.
Marguerite, an administrator at Classics, Inc., is creating two new security profiles. She reaches a section that includes the Group/Individual option.
Her first new security profile, for managers, will have the same privileges for all permissions in the section. Marguerite clicks Group in the section and then selects the checkboxes for View and Edit.
For Marguerite's second new security profile, she needs to set one level of privileges for two of the permissions and a different level of privileges for the third. She clicks Individual in the section and then selects the privileges for each permission.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled for this permissions group:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Login Authenticator
Enables users to view, edit, create, enable, disable, and delete login authenticators.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Enable | Disable | Delete |
|---|---|---|---|---|---|---|
|
Agent |
||||||
| Supervisor | ||||||
| Manager |
Security Profile
Enables users to view, edit, create, or deactivate security profiles. Users with the View permission can view the security profiles enabled in the Restrict Data modal. They can open them and view the settings. They cannot, however, change or copy them or create new ones.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Support Profile
Enables users to view, edit, create, or deactivate support profiles. Support profiles are only available in a parent business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, or a business unit that has one or more child business units. When you enter the child business unit, you do not retain your security profile; instead, you adopt a support profile assigned to your security profile, and that defines your access level in the child business unit.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Supervisor
Launch Supervisor
Enables users to access the Supervisor application. Permissions control the visibility of the Launch Supervisor link in CXone.
By default, the Agent, Manager, Supervisor, and Admin system security profiles have the following permissions enabled:
| Security Profile | Launch Supervisor |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Monitoring
Enables users to perform actions in NICE CXone Supervisor and the supervisor panel in the agent application. You can select any of the following:
-
Monitor — Enables the user to discreetly listen to an agent's active voice conversation. Any user with the Monitor permission can view the Launch Supervisor button.
-
Coach — Enables the user to enter an agent's active voice conversation and speak so that only the agent can hear.
-
Barge — Enables the user to enter an agent's active voice conversation and speak so that the agent and contact can hear.
-
Take Over — Enables the user to take over an agent's active voice conversation, removing the agent from the call and managing the rest of the call. If your contact center uses NICE CXone Supervisor, the supervisor manages the rest of the call in MAX; this means that you must also enable the Agent MAX permission for the take over functionality to work correctly.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Monitor | Coach | Barge | Take Over |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Record
Enables users to record agent calls.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Record |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Call Recording Playback Access
Enables users to play back calls from the Contact History report that were previously recorded.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Download Call Recordings
Enables users to download recorded calls from the Contact History report.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Agent Tab
Allows users to access controls at the Agent Tab level in the Supervisor application.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Skill Tab
Allows users to access controls at the Skill Tab level in the Supervisor application.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Continuous Agent Monitoring
Allows users to continuously monitor an agent's interactions in Supervisor until:
-
You manually stop monitoring.
-
You choose to take over the interaction.
-
The agent leg
The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. disconnects as configured. -
You log out.
By default, the Agent, Manager, and Supervisor system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
User Settings
Group/Individual
You can enable the individual permissions in this section, or you can enable all the permissions as a group if you use the same privilege levels for each.
Marguerite, an administrator at Classics, Inc., is creating two new security profiles. She reaches a section that includes the Group/Individual option.
Her first new security profile, for managers, will have the same privileges for all permissions in the section. Marguerite clicks Group in the section and then selects the checkboxes for View and Edit.
For Marguerite's second new security profile, she needs to set one level of privileges for two of the permissions and a different level of privileges for the third. She clicks Individual in the section and then selects the privileges for each permission.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled for this permissions group:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Users
Enables users to manage user accounts. You must specify the teams the users with this security profile can access. To determine which user accounts users with this security profile can access, you must specify the teams to which those users are assigned. You can choose to enable access to all teams or enable access to a custom list of teams. You might choose to grant users with this security profile access only to teams to which they belong.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Locations
Enables users to manage locations that you can apply to individual users.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Teams
Enables users to manage teams. You must specify the teams the users with this security profile can access. You can choose to enable access to all teams or enable access to a custom list of teams. When you choose to create a custom list of data users can access, you must update the security profile any time you add a new team you want the users to access.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Groups
Enables users to manage groups. You must specify the groups the users with this security profile can access. You can choose to enable access to all groups or enable access to a custom list of groups. When you choose to create a custom list of data users can access, you must update the security profile any time you add a new team you want the users to access.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Skills
Enables users to manage skills. You must specify the campaigns the users with this security profile can access. You can choose to enable access to all campaigns A grouping of skills used to run reports. or enable access to a custom list of campaigns. You might choose to grant users with this security profile access only to campaigns to which their assigned skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge belong.
The Skills Edit permission enables users to access the entire skill record, except for the Users tab. The Skills User Assignment permission enables users to access skill user assignment throughout CXone.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | User assignment | Edit | Create | Deactivate |
|---|---|---|---|---|---|
|
Agent |
|||||
| Supervisor | |||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Campaigns
Enables users to manage campaigns. You must specify the campaigns the users with this security profile can access. You can choose to enable access to all campaigns A grouping of skills used to run reports. or enable access to a custom list of campaigns. When you choose to create a custom list of data users can access, you must update the security profile any time you add a new campaign you want the users to access. The deactivate permission also controls the ability to reactivate campaigns.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Workforce Intelligence
Notification Settings
Enables users to view or edit the notification settings for workforce intelligence rules.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Data Points
Enables users to view, edit, create, or deactivate data points for workforce intelligence rules.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Rules
Enables users to view, edit, create, or deactivate workforce intelligence rules.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Pending Rule Actions
Enables users to view or accept/deny pending workforce intelligence rule actions.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |