Reports Tab

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.

Contact Handling (CXone) Report Permissions

Permissions in this section control user access to reports about your CXone agents and entities configured in the ACD application, such as skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge and campaignsClosed A grouping of skills used to run reports..

Active Agents

Enables users to run and view the Active Agents report. Users with the Force Logout or Terminate permission can also perform the corresponding actions from the report.

The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View Force Logout Terminate

Agent

     
Supervisor    
Manager

ASR Tuning

Enables users to run and view the ASR Tuning report.

The default Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View Force Logout Terminate

Agent

     
Supervisor    
Manager

Forced Logout Report

Enables users to run the Forced Logout report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Active Contacts

Enables users to run the Active Contacts report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Contact History

Enables users to run the Contact History report and to delete chat transcripts manually from the report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile Agent View Supervisor View

Agent

   
Supervisor
Manager

Call Quality Explorer

Enables users to run the Call Quality Explorer report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor  
Manager  

Empirix Data

Enables users to run the Call Quality Explorer report and view Empirix data.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor  
Manager  

Email Interruptions

Enables users to run the Email Interruptions report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

Supervisor
Manager

Call Detail Reports

Enables users to run the Call Detail reports.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Data Download

Enables users to run all data download reports.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor  
Manager

Configured Stations

Enables users to run the Configured Stations report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Teams and Unavailable Codes

Enables users to run the Teams and Unavailable Codes report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Agent Time Card

Enables users to run the Agent Time Card report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Agent Snapshot

Enables users to run the Agent Snapshot report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

Supervisor
Manager

Supervisor Snapshot

Enables users to run the Supervisor Snapshot report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Campaign Performance

Enables users to run the Campaign Performance report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Skill Performance

Enables users to run the Skill Performance report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Promise Keeper

Enables users to run the Promise Keeper report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

Supervisor
Manager

Agents by Team

Enables users to run the Agents by Team report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Skills by Campaign

Enables users to run the Skills by Campaign report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Skill Proficiencies Detail

Enables users to run the Skill Proficiencies Detail report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Skill Proficiencies Summary

Enables users to run the Skill Proficiencies Summary report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Agent Unavailable Time

Enables users to run the Agent Unavailable Time report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Campaign Summary by Campaign

Enables users to run the Campaign Summary by Campaign report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Campaign Summary by Skill

Enables users to run the Campaign Summary by Skill report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Agent Summary

Enables users to run the Agent Summary report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

IVR Press Path

Enables users to run the IVR Press Path report report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Dashboard Console View Permissions

Permissions in this section control how users can view widgets and dashboards for the CXone ACD.

Dashboard Console View

Enables users to view a dashboard in console view and to delete a dashboard.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Global: Account Report Permissions

Permissions in this section control user access to reports about your CXone account.

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.

Billing Report

Enables users to run the Billing report.

The default Manager, Supervisor, and Agent system security profiles do not have permissions enabled at the individual level. However, the following permissions are enabled at the group level:

Security Profile View

Agent

 
Supervisor  
Manager

Usage Summary Report

Enables users to run the Usage Summary report.

The default Manager, Supervisor, and Agent system security profiles do not have permissions enabled at the individual level. However, the following permissions are enabled at the group level:

Security Profile View

Agent

 
Supervisor  
Manager

Global: Platform Report Permissions

Permissions in this section control user access to reports about your CXone platform, that is, your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

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 at the group level:

Security Profile View

Agent

 
Supervisor  
Manager

Refusal Stats Report

Enables users to run the Script Schedules report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor  
Manager

Script Schedules Report

Enables users to run the Script Schedules report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor  
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Historical Dashboard Widgets Permissions

Permissions in this section control user access to historical widgets and dashboards for the CXone ACD.

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 at the group level:

Security Profile View

Agent

 
Supervisor
Manager

Agent Performance

Enables users to view the Agent Performance dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Agent Performance by Hour

Enables users to view the Agent Performance by Hour dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Other State Statistics

Enables users to view the Other State Statistics dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Unavailable Statistics

Enables users to view the Unavailable Statistics dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Agent WFO Performance

Enables users to view the Agent WFO Performance dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

Supervisor
Manager

The default supervisor and manager security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Outbound Strategy Report Permissions

Permissions in this section control user access to reports about automated outbound interactions using, and settings for, Personal Connection.

Dispositions

Enables users to run the Outbound Dispositions report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Abandon Rate Compliance

Enables users to run the Abandon Rate Compliance report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Outbound Report Store

Enables users to run reports in the Outbound Report Store.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Real-Time Dashboard Widgets Permissions

Permissions in this section control user access to real-time widgets and dashboards for the CXone ACD.

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 at the group level:

Security Profile View

Agent

 
Supervisor
Manager

Agent Count by State

Enables users to view the Agent Count by State dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Agent Counter

Enables users to view the Agent Counter dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Agent List

Enables users to view the Agent List dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Callback

Enables users to view the Callback dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Contact List

Enables users to view the Contact List dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Contact States by Skill

Enables users to view the Contact States by Skill dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Queue Counter

Enables users to view the Queue Counter dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Queue Trend

Enables users to view the Queue Trend dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Service Level

Enables users to view the Service Level dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Skill Summary

Enables users to view the Skill Summary dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

The default security profiles do not have these permissions set individually; however, they set these permissions indirectly with the group settings.

Outbound Agent Performance

Enables users to view the Outbound Agent Performance dashboard widget.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

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 Report Permissions

Permissions in this section control user access to reports for your Workforce Intelligence rules.

Rule Action History

Enables users to run the Rule Action History report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager

Rule Action Summary Report

Enables users to run the Rule Action Summary report.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:

Security Profile View

Agent

 
Supervisor
Manager