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 skills
Used to automate delivery of interactions based on agent skills, abilities, and knowledge and campaigns 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 unit 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 |