Use the menu at right to jump to the category of permissions you're interested in. Categories appear on this page in alphabetical order. Permissions appear in alphabetical order within category.
To quickly find specific information on this page, press Ctrl+F on your computer keyboard. In the resulting text box, type the information you are looking for.
Access Keys
Access Key
Enables users to view, edit, create, or delete access keys for user profiles other than their own.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
My Access Key
Enables users to view, edit, create, or delete their personal access keys.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
Account
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.
The default 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 DEVone developer portal (developer.niceincontact.com) for more information.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
API Applications
Enables users to view, edit, create, or deactivate API Applications.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Auto-Replies
Enables users to view and manage SMS Registration Auto-replies. Auto-replies are used with Proactive SMS campaigns and can be customized when the Agentless feature is enabled for an SMS Registration.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Business Unit Acceptable File Extensions
Enables users to view, edit, create, or delete acceptable file extensions for the business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system.. You must also give users External Business Unit permissions to enable Acceptable File Extensions.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
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 system., so you must also give users External Business Unit permissions to enable custom fields.
The default 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 CXone support users you have in your system for setup or troubleshooting.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
|
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 system. under the business unit.
The default 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.
The default 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.
The default 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 system.. This includes basic business unit, usage, web services, and federated identity settings.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
SMS Registrations
Enables users to view and manage SMS registrations. SMS registrations are used with Proactive SMS campaigns for Personal Connection and with manual outbound and inbound SMS.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
ACD
Chat Profiles
Enables users to view, edit, create, or deactivate/activate chat profiles.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
CXone Scripts Access
Enables users to view, edit, or deactivate/activate existing scripts from CXone.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Deactivate |
|---|---|---|---|
|
Agent |
|||
| Supervisor | |||
| Manager |
Dispositions
Enables users to view, edit, create, or deactivate/activate dispositions.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Hours of Operation
Enables users to view, edit, create, or deactivate/activate contact center hours of operation.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Points of Contact
Enables users to view, edit, create, or deactivate/activate points of contact.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Stations
Enables users to view, edit, create, or deactivate/activate user stations.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Unavailable Codes
Enables users to view, edit, create, or deactivate/activate unavailable codes.
The default 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.
The default 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 for the default Manager, Supervisor, and Agent security profiles.
Account Mapping
Enables users to view, edit, create, or deactivate accounts for their associated business units in the Adapters application.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
Presence Sync
Rules
Enables users to view, assign, edit, create, deactivate, and delete rules in Presence Sync.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
User Mapping
Enables users to view a business unit's mapped users in Presence Sync.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
Agent (MAX and General)
Permissions in this section apply to all CXone agent applications unless specifically stated otherwise.
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.
The default 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.
The default 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.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Softphone
Enables the Integrated Softphone feature for the agent application.
This permission applies to Agent for Service Cloud Voice and MAX. MAX also requires the Agent MAX permission and at least one of Agent Phone or Agent Station. Integrated Softphone for Salesforce Agent is enabled separately.
The default 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 and Salesforce Agent. 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 a toggle available to turn it off.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | Enable | Agent Config |
|---|---|---|
| Agent | ||
| Supervisor | ||
| Manager |
Agent Station
Enables users to access an Agent application by entering their station IDs.
The default 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 and Salesforce Agent. You can separately restrict the kinds of calls listed in the following table.
These permissions are disabled for the default Manager, Supervisor, and Agent security profiles.
| Permission | Agent Profile | Supervisor Profile | Manager Profile |
|---|---|---|---|
| Ad-hoc | |||
| Redial | |||
| Agent | |||
| Address Book | |||
| Skill | |||
| Elevation | |||
| Save & Redial | |||
| Transfer |
| Security Profile | Echo Cancellation | Noise Cancellation |
|---|---|---|
| Agent | ||
| Supervisor | ||
| Manager |
Hide Address Book Main
When enabled, this setting restricts agent access to information or features in the Address Book in MAX. For example, enabling the Search permission hides the Address Book search bar.
These permissions are disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | Agents | Skills | Standard Address Books | Search |
|---|---|---|---|---|
| Agent | ||||
| Supervisor | ||||
| Manager |
Hide Address Book Tabs
When enabled, this setting hides particular tabs in the Address Book in MAX.
These permissions are disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | History | Team | Recent | Top Hits |
|---|---|---|---|---|
| Agent | ||||
| Supervisor | ||||
| Manager |
Hide Create Commitments
When enabled, this setting hides the ability for agents to create commitments in MAX.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Hide Inbound Hangup
When enabled, this setting prevents the agent from seeing the MAX Hangup button in an inbound call.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Hide Caller Phone Number
When enabled, this setting prevents the agent from seeing the ANI of the caller. Instead, the agent sees Restricted.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | Enable |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Logout With MAX Closure
When enabled, this setting logs the agent out of MAX when they close the MAX window.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | Enable |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Masking
Enables users to mask calls to prevent sensitive information from being recorded.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Multi-Party Conferencing
This permission controls access in two locations:
- The Maximum Number of Conference Parties setting on the Business Unit Details tab in the Admin application. The multiparty conferencing feature must be enabled for your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system., and users must also have the External Business Unit Edit permission.
- Determines if the individual MAX agent with this permission has access to multiparty conferencing. If the agent lacks the View permission, they are limited to conferencing 2 additional parties.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
| Agent | ||
| Supervisor | ||
| Manager |
Mute Agent
Enables users to mute themselves on a call.
The default 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.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Salesforce Agent
Integrated Softphone
Enables users to use Integrated Softphone with Salesforce Agent. You must also enable Agent Phone, Agent Station, or both, for users to access any Agent application, including Salesforce Agent.
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Visibility
Hide Agent Identity Information
Hides the agent name and ID from all reports that offer performance-related metrics.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.:
| Security Profile | Hide |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Hide Agent Information Caller ID
Hides the agent caller ID from all reports that offer performance-related metrics.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.:
| Security Profile | Hide |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Hide Agent Information Phone Number
Hides the agent phone number from all reports that offer performance-related metrics.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.:
| Security Profile | Hide |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Hide Agent Presence
Hides agent presence from the address book.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.:
| Security Profile | Hide |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Applications
Studio
Scripts
Enables users to view, debug, import, export, create, edit, or deactivate workflows in Studio.
The default 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.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Attendant
Impersonate
Enables users to impersonate another user.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
CXone Interaction Analytics
Enables users to configure, edit, or view real-time contact center data in graphical charts in Interaction Analytics.
These permissions are disabled for the default Manager, Supervisor, and Agent security profiles.
| Security Profile | View | Edit | Admin |
|---|---|---|---|
|
Agent |
|||
| Supervisor | |||
| Manager |
Communications
Agent Messaging
Enables users to view, create, or delete agent messages.
The default 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.
The default 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.
The default 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.
The default 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.
The default 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 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 CXone representative enable it for you to use it and for this permission to appear.
The default 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
Engage System User
Synchronizes the user to their Engage QM Integrated system user.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.:
| 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.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Close |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
My Account
Default Dialing Pattern
Enables users to view or edit the default dialing pattern configured on the Details tab of the My Account page in the Admin application.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
My Account Page
Enables users to view or edit the account settings configured on the Details tab of the My Account page in the Admin application.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Outbound Strategy
AMD Tuning
Enables users to edit the Answering Machine Detection (AMD) Tuning section of the CPA Management PC parameters in an ACD skill. This permission may not display depending on your business unit configuration.
This permission is disabled for the default Manager, Supervisor, and Agent security profiles.
Call Suppression
Enables users to view, edit, create, or delete call suppression records.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Calling List
Enables users to view, edit, create, or delete calling lists.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Compliance Required Delivery
Controls whether the Compliance Required Delivery Mode field is visible to users.
The default 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 CXone Account Representative.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create |
|---|---|---|---|
|
Agent |
|||
| Supervisor | |||
| Manager |
Force Stop Skill
Enables users to force an outbound skill to stop immediately.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Monitoring Gateway
Monitoring Gateway provides access to applications designed around monitoring and health data around your contact center.
Gateway Subscriptions
Gateway Subscriptions let you pull call monitoring data out of CXone and into your own monitoring application.
-
View: Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions.
-
Create: Users can create new entries for a feature or page.
Monitoring Gateway
Enables users to view the Monitoring Gateway icon by clicking the application grid in CXone, and to launch the application.
This permission is disabled for all default security profiles. 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.
This permission is disabled for all default security profiles. 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 Monitoring Gateway.
This permission is disabled for all default security profiles. 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 Monitoring Gateway.
This permission is disabled for all default security profiles. 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 Monitoring Gateway, to create new port requests.
This permission is disabled for all default security profiles. It can only be enabled on behalf of partners by a CXone representative.
Platform
Custom Reports
Enables users to view, edit, create, delete, or perform administrator actions on custom report templates.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete | Administrator |
|---|---|---|---|---|---|
|
Agent |
|||||
| Supervisor | |||||
| Manager |
Custom Reports Categories
Enables users to view, edit, create, or deactivate custom report categories.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Custom Reports Scheduling
Enables users to view, edit, create, deactivate, or perform administrator actions on custom report schedules.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate | Administrator |
|---|---|---|---|---|---|
|
Agent |
|||||
| Supervisor | |||||
| Manager |
Life Cycle Management
Enables users to view or edit file storage rules.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Delete |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Report Schedules
Enables users to view, edit, create, or deactivate report schedules.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Script Schedules
Enables users to view, edit, create, or deactivate script schedules.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Secure External Access
Enables users to view and modify the secure external access credentials.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
SFTP Accounts
Enables users to view, modify, create, or deactivate custom reporting SFTP accounts.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
| Security Profile | Verification | Rectification | Erasure | Restriction | Portability |
|---|---|---|---|---|---|
| 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.
Login Authenticator
Enables users to view, edit, create, enable, disable, and delete authenticators.
The default 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.
The default 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 system., 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.
The default 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
Agent Tab
Allows users to access controls at the Agent Tab level in the Supervisor application.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Call Recording Playback Access
Enables users to play back calls from the Contact History report that were previously recorded.
The default Manager, Supervisor, and Agent 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
Your audio connection to CXone for calls and voicemails. disconnects as configured. -
You log out.
The default Manager, Supervisor, and Agent 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Enabled |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Launch Supervisor
Enables users to access the Supervisor application. Permissions control the visibility of the Launch Supervisor link in CXone.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Launch Supervisor |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Monitoring
Enables users to perform actions in 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 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.
The default Manager, Supervisor, and Agent 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | Record |
|---|---|
|
Agent |
|
| Supervisor | |
| Manager |
Skill Tab
Allows users to access controls at the Skill Tab level in the Supervisor application.
The default Manager, Supervisor, and Agent 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 |
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.
The default 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.
The default 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.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate | Activate |
|---|---|---|---|---|---|
|
Agent |
|||||
| Supervisor | |||||
| Manager |
The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the Group settings.
Routing Attributes
This feature is in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Enables users to manage routing attributes. Routing attributes let you create custom traits that can be used in your interaction routing. You must configure the ReqAgentStudio action, the UpdateContactStudio action, or both to use the routing attributes you create.
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.
The default 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.
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.
The default 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.
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.
The default 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
Data Points
Enables users to view, edit, create, or deactivate data points for workforce intelligence rules.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |
Notification Settings
Enables users to view or edit the notification settings for workforce intelligence rules.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Pending Rule Actions
Enables users to view or accept/deny pending workforce intelligence rule actions.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
|
Agent |
||
| Supervisor | ||
| Manager |
Rules
Enables users to view, edit, create, or deactivate workforce intelligence rules.
The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit | Create | Deactivate |
|---|---|---|---|---|
|
Agent |
||||
| Supervisor | ||||
| Manager |