This section covers tasks specific to managing users or user accounts. This includes creating new user accounts and modifying aspects of existing ones, such as permissions, profile picture, and user attributes. Many of these tasks are performed on the Users Page.
Personas are a basic framework of user organization. CXone Performance Management comes with four out-of-the-box personas: agents, supervisors, administrators, and executives.
Roles are a more granular level of organization within the personas framework. They allow you to customize personas into smaller groups, such as an outbound sales role or a customer retention supervisor role. Different roles allow you to manage details like security permissions on a group level. A system administrator must configure your roles before creating users. Some user features are tied to a role and can only be edited by a user with the adequate permissions.