ACD Permissions

You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured to use the NICE CXone ACD, you won't see these permissions.

For more information, see Roles.

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 Settings

Campaigns

You can enable users to do the following with campaigns:

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

  • Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

Chat Profiles

You can enable users to do the following with chat profiles:

  • View

  • Edit

  • Create

  • Deactivate

Dispositions

You can enable users to do the following with dispositions:

  • View

  • Edit

  • Create

  • Deactivate

Hours of Operation

You can enable users to do the following with hours of operation:

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

  • Delete: Users can delete entries for a feature or page when they are no longer needed.

Workflow Data

You can enable users to do the following with Workflow Data:

  • View

  • Edit

  • Create

  • Deactivate

Points of Contact

You can enable users to do the following with points of contact:

  • View

  • Edit

  • Create

  • Deactivate

Scripts

You can enable users to do the following with scripts:

  • View

  • Edit

  • Create

  • Deactivate

These permissions apply to the script management feature in the ACD application, not to Studio.

Script Schedules

You can enable users to do the following with script schedules:

  • View

  • Edit

  • Create

  • Deactivate

Skills

You can enable users to do the following with ACD skills:

  • 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.

  • User Assignment: Users can access skill user assignments through CXone.

  • Edit: Users can access the entire skill record, except for the Users tab.

  • Create: Users can create new entries for a feature or page.f

  • Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

  • Manual Agent Accept: Agents who are engaged in an active voice connection in MAX can manually click Accept or Reject any incoming contacts. This provides agents with complete control over whether and when they choose to accept incoming contacts.

These permissions apply only to ACD skills.

Routing Attributes

You can enable users to do the following with routing attributes:

  • View

  • User Assignment

  • Edit

  • Create

  • Deactivate

These permissions apply only to ACD skills.

SMS Branding

You can enable users to do the following with SMS branding:

  • View

  • Edit

  • Create

  • Deactivate

SMS Branding Localizations

You can enable users to do the following with SMS Branding Localizations:

  • View

  • Edit

  • Create

  • Deactivate

Tags

You can enable users to do the following with tags:

  • View

  • Edit

  • Create

  • Deactivate

ACD Users

Enables users to view or edit ACD Users.

ACD Dashboard Widgets

These permissions control user access to contact-related widgets in the Dashboard application. You must also have Dashboard permissions to see or edit these widgets.

To learn more about these widgets, see ACD Widgets Overview.

Agent State Counter

You can turn the Agent State Counter widget on or off.

Agent List

You can turn the Agent List widget on or off.

Contact List

You can turn the Contact List widget on or off.

Contact States by Skill

You can turn the Contact States by Skill widget on or off.

Queue Counter

You can turn the Queue Counter widget on or off.

Service Level

You can turn the Service Level widget on or off.

Skill Summary

You can turn the Skill Summary widget on or off.

Unavailable Statistics

You can turn the Unavailable Statistics widget on or off.

Callback Requests

You can turn the Callback Requests widget on or off.

Metrics Interval

You can turn the Metrics Interval widget on or off.

KPI

You can turn the KPI widget on or off.

Metrics Summary

You can turn the Metrics Summary widget on or off.

Agent State Summary

You can turn the Agent State Summary widget on or off.

Outbound

These permissions control what users can do in the Personal Connection outbound dialer.

Can Edit AMD Tuning

Enables users to edit the answering machine detection (AMD) tuning section of the CPA Management parameters page of a Personal Connection (PC) ACD skill. This permission may not display depending on your tenant configuration. You can turn this permission on or off.

Can Edit Compliance Required Delivery

Controls whether the Compliance Required Delivery Mode field is visible to users. You can turn this permission on or off.

Dialer Manager

Enables users to access skill control for managing the organization's outbound strategy. You can enable users to:

  • View: Users can see the Skill Control page

  • Edit: Users can see the page and flush the queue

Users cannot use the start/stop control on the page unless they also have the Can force-stop a skill permission.

Dialing by Proficiency

Enables users to view or edit dialing by proficiency. With the edit permission, users can enable and disable call delivery based on agent proficiency levels. You can change this setting at the skill level only. To enable or disable this feature at the tenant level, contact your CXone Account Representative.

Can Force Stop a Skill

Enables users to force an outbound skill to stop immediately. You can turn this permission on or off.

Message Templates

Enables users to do the following with message templates:

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

  • Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

These templates are for outbound emails sent through Personal Connection.

Outbound Dialer

This permission set is for future use and has no functionality at this time.

SMS Skill Channel Settings

You can enable users to view or edit Proactive Email and Proactive SMS skill priorities on the Skill Channel Settings page.

SMS Registration Autoreplies

Enables users to view or edit SMS Registration Auto-replies. Auto-replies are used with the Proactive SMS campaigns and can be customized when the Agentless feature is enabled for an SMS Registration.

Lists

Calling Lists

Enables users to do the following with calling lists:

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

  • Delete: Users can delete entries for a feature or page when they are no longer needed.

  • Download: Users can download a list and see its contents.

Call Suppression

Enables users to do the following with call suppressions:

  • View

  • Edit

  • Create

  • Delete

Do Not Call (DNC) List

Enables users to do the following with DNC lists:

  • View

  • Edit

  • Create

  • Download

ACD Settings

Address Books

Enables users to do the following with address books:

  • 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.

  • Edit: Users can edit existing entries for a feature or page. This permission applies only to standard address books.

  • Create: Users can create new entries for a feature or page.

  • Delete: Users can delete entries for a feature or page when they are no longer needed.

Dynamic address books are updated by APIClosed APIs allow you to automate certain functionality by connecting your CXone system with other software your organization uses. connection to an external data source.

Agent Patterns

Enables users to do the following with agent patterns:

  • View

  • Edit

  • Create

  • Delete

Quick Replies

Enables users to do the following with quick replies:

  • Use: Agents can see and use quick replies from their agent application.

  • Favorites: Users can assign Favorites status to a quick reply. 

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

Default Dialing Pattern

Enables users to view or edit default dialing patterns.

Station Profiles

Enables users to do the following with station profiles:

  • View

  • Edit

  • Create

  • Delete

Stations

Enables users to do the following with stations:

  • View

  • Edit

  • Create

  • Deactivate

Unavailable Codes

Enables users to do the following with unavailable codes:

  • View

  • Edit

  • Create

  • Deactivate

SMS Registrations

This permission set is for future use and has no functionality at this time.

Locations

Enables users to do the following with locations:

  • View

  • Edit

  • Create

  • Deactivate

ACD Configuration

Tenant Acceptable File Ext.

Enables users to do the following with accepted file extensions:

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

  • Delete: Users can delete entries for a feature or page when they are no longer needed.

To use this permission, you must also enable the External Business Unit permission, so they can navigate to the Business Units feature.

Tenant Extensible Reports

This permission set is for future use and has no functionality at this time.

Business Unit Usage

Enables users to view or edit the Usage tab on the Business Unit page in the ACD application.

Business Unit Custom Fields

Enables users to view or edit the Custom Fields tab on the Business Unit page in the ACD application.

Business Unit Accepted Extensions

Controls user access to the Accepted Extensions tab on the Business Unit page in the ACD application. You can enable users to do the following in the Accepted Extensions tab:

  • View

  • Edit

  • Create

  • Delete

Business Unit Time Zones

Enables user to view or edit business unit time zones. You must also give users the External Business Unit permission so they can navigate to the Business Units feature.

Business Unit CXone Attendant

Enables users to view or edit the CXone Attendant tab on the Business Unit page in the ACD application.

DB Connector

Enables users to do the following with DB Connector:

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

  • Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

  • Delete: Users can delete entries for a feature or page when they are no longer needed.

Agent Session Control via API

CXone includes an Agent API that allows an API-invoked session to receive all of the events for the session of a target agent. The user invoking the API must have this permission set to On.

Direct Data Access

Enables users to turn Direct Data Access on or off.

Communications

Agent Messages

Enables users to do the following with agent messages:

  • 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.

  • Delete: Users can delete entries for a feature or page when they are no longer needed.

Storage

Browse ACD Files

Enables users to do the following from centralized, standard CXone file storage accessed from the Browse Files feature:

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

  • Delete: Users can delete entries for a feature or page when they are no longer needed.

Support

Agent Issues

Enables users to view or close agent issues. Users with the View permission can see, filter, and export issues that agents have reported. Users with the Close permission can also close and archive issues.

Software Updates

Allows users to download software updates from the Support feature. CXone cloud software is updated automatically according to a release schedule and with advance notice to users. However, at times users may need to download an update to Studio or other ACD-related applications. Access to other CXone applications is controlled by the Can access Support downloads permission. You can turn this permission on or off.

Agent Visibility

Hide Agent Caller ID

Hides the agent's caller ID from all reports that offer performance-related metrics. You can turn this permission on or off.

Hide Agent Identity Information

Hides the agent's name and ID number from all reports that offer performance-related metrics. Also hides agent status and identity in the Supervisor dashboard and shows the agent as never having logged in. You can turn this permission on or off.

Hide Agent Phone Number

Hides the agent's phone number from all reports that offer performance-related metrics. You can turn this permission on or off.

Hide Agent Presence

Hides the agent's entry in the address book. You can turn this permission on or off.

Hide Agent Timer

Hides the agent's state timer from user's view. You can enable or disable this permission in the security profile.

Agent

These permissions control what users are allowed to do in agent applications. Permissions apply to both MAX and Salesforce Agent unless otherwise noted.

Launch MAX

Controls whether the agent can see the MAX icon and launch the application. This icon is accessed by clicking the app selector in the upper right corner of the CXone screen. You can turn this permission on or off.

Launch CXone Agent

Controls whether the agent can see the CXone Agent icon and launch the application. This icon is accessed by clicking the app selector in the upper right corner of the CXone screen. You can turn this permission on or off.

Set Phone Number

Enables agents to manually enter a telephone number when they log in to MAX. You can turn this permission on or off. The phone number is then linked to the integrated MAX softphone. This permission works together with the Integrated Softphone permission. This permission applies to the CXone Agent Suite as well.

If you use Salesforce Agent, you must enable this permission for your agents to see the Set Phone Number login option in their agent interface.

Integrated Softphone

Enables the integrated softphone in the agent application. You can turn this permission on or off. To use this feature, agents must also have the Set Station ID permission, the Set Phone Number permission, or both. This permission applies to MAX, CXone Agent Suite, and Agent for Service Cloud Voice. Salesforce Agent and Agent for Oracle Service Cloud have their own separate permissions for this.

Integrated Softphone Auto-Accept

Enables Administrators to suppress the Auto-Accept functionality 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 the toggle available.

To use this feature, agents must also have the Integrated Softphone permission. This permission applies to the CXone Agent Suite as well.

Set Station ID

Enables agents to manually enter a station ID when they log in. You can turn this permission on or off. The station is then linked to the integrated MAX softphone. This permission works together with the Integrated Softphone permission. This permission applies to the CXone Agent Suite as well.

If you use Salesforce Agent, you must enable this permission for your agents to see the Set Station ID login option in their agent interface.

Masking

Enables agents to trigger masking during a call that is being recorded. You can turn this permission on or off. This permission applies to the CXone Agent Suite as well.

Multiparty Conferencing

Enables users to view and edit multiparty conferencing.

Controls access in 2 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 tenant, 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.

This permission applies to the CXone Agent Suite as well.

Hide Create Commitments

Hides the ability for agents to create commitments. You can turn this permission on or off. The default is Off meaning that the agent can create commitments.

Hide Inbound Hangup

When enabled, this setting prevents the agent from seeing the Hangup button in an inbound call. You can turn this permission on or off. The default is Off.

Block Outbound Calling

You can enable the following permissions:

  • Ad-hoc

  • Redial

  • Agent

  • Address Book

  • Skill

  • Elevation

  • Save & Redial

  • Transfer

Each permission in this set lets you enable or disable that particular type of outbound call in MAX and Salesforce Agent. By default, none are selected. This means that agents can make any kind of outbound call.

Hide Caller Phone Number

When enabled, this setting prevents the agent as well as the supervisor from seeing the ANI of the caller. Instead, the agent and the supervisor sees Restricted. You can turn this permission on or off. The default is Off.

Hide Address Book Tab

Each permission in this set allows you to hide a tab in the Address Book in MAX. By default, none are selected.

  • History

  • My Team

  • Recent

  • Top Hits

Hide Address Book Main

You can enable the following permissions for your users:

  • Agents

  • Skills

  • Standard Address Books

  • Search

Each permission in this set allows you to restrict a role's access to functions and information in the Address Book in MAX. For example, enabling the Search permission hides the Address Book search bar from agents in that role. By default, none of the permissions are selected.

Disable Integrated Softphone Settings

By default, echo cancellation and noise cancellation are enabled for every tenant to improve the voice quality of your Integrated Softphone. You can enable the permissions in this set to turn echo cancellation and noise cancellation off if they're causing audio issues.

Logout with MAX Closure

When enabled, this setting logs the agent out of MAX when they close the MAX window. You can turn this permission on or off. The default is Off.

Mute

Enables agents using MAX to mute themselves while on a call. You can turn this permission on or off. This permission applies to the CXone Agent Suite as well.

Record Contact

Enables agents to record a voice interaction. You can turn this permission on or off. This permission applies to the CXone Agent Suite as well.

Supervisor

These permissions control what users can do in the Supervisor application.

Agent Tab

Allows users to access controls at the Agents tab level. You can turn this permission on or off.

Call Recording Playback Access

Enables users to play calls that were recorded using Supervisor from the Contact History Report. You can turn this permission on or off.

Call Recording Download

Enables users to download calls recorded using Supervisor from the Contact History Report. You can turn this permission on or off.

Launch Supervisor

Controls whether the user can see the Supervisor icon and launch the application. This icon is accessed by clicking the app selector in the upper right corner of the CXone screen. You can turn this permission on or off.

Monitoring

Controls user access to monitoring actions. You can enable the following permissions:

  • Monitor: Users can discreetly listen to an agent's active voice conversation. You have to enable this permission for the other permissions in this feature to work.

  • Coach: Users can speak to an agent during their active voice conversation. The contact won't be able to hear the user.

  • Barge: Users can enter an agent's active voice conversation and speak to the agent and the contact.

  • Take Over: Users can take over an agent's active voice conversation. This completely removes the agent from the call. Users with the Take Over permission must also have MAX permissions or the functionality will not work correctly.

Record

Enables users to trigger recording of an agent's call. You can turn this permission on or off.

Skill Tab

Allows users to access controls at the Skills tab level. You can turn this permission on or off.

Continuous Agent Management

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 disconnects as configured.

  • You log out.

You can turn this permission on or off.

Studio

These permissions control what users can do in the Studio scripting application. To launch Studio from CXone, users must have at least one of these permissions: File Browser>View, Record Prompts>On, or Studio Scripts>View.

File Browser

Enables users to do the following with files in the Files tab in Studio.

  • 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.

  • Edit: Users can edit existing entries for a feature or page.

  • Create: Users can create new entries for a feature or page.

  • Delete: Users can delete entries for a feature or page when they are no longer needed.

Record Prompts

Enables users to record prompts and other audio files in the Studio prompt manager. You can turn this permission on or off.

Studio Scripts

Controls the actions users can perform in regard to scripts. You can enable the following permissions:

  • 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.

  • Debug: Users can debug scripts.

  • IMP/EXP: Users can import scripts from other sources, and export scripts created in Studio for use in other applications.

  • Create/Edit: A combination of the Create and Edit permissions.

  • Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

  • Lock Override: Users can override the lock Studio places on a script while it is being edited.

Salesforce Agent

The Mute, Record, Mask, End Call, and Create Commitments permissions are only available in the Salesforce Agent Lightning. They are not visible in the Classic or Classic in Lightning views.

Integrated Softphone

You can turn Integrated Softphone on or off. When logging in to Salesforce Agent, agents do not see Integrated Softphone as a login option unless this permission is enabled.

Mute

You can turn mute on or off. Agents do not see the option to mute calls unless this permission is enabled.

Record

You can turn record on or off. Agents do not see the option to record calls unless this permission is enabled.

Mask

You can turn mask on or off. Agents do not see the option to mask calls unless this permission is enabled.

End Call

You can turn end call on or off. Agents do not see the option to end calls unless this permission is enabled.

Create Commitments

You can turn create commitments on or off. Agents do not see the option to create commitments unless this permission is enabled.

Digital Engagement

Care Module

Controls whether an agent can use the Digital Experience workspace in MAX to handle digitalClosed Any channel, contact, or skill associated with Digital Experience. cases. This permission must be turned on for the Create My Views permission and any of the Search permissions to work. You can turn this permission on or off.

Reports Module

Controls whether a user can access the Reports module in the Digital Experience portal. Users must have this permission, the Settings Module permission, or both to launch the Digital Experience portal from the app selector in CXone. This permission must be turned on for the Create Dashboards and Widgets permission and the Cluster Report Settings permission to work. You can turn this permission on or off.

Settings Module

Controls whether a user can access the Settings module in the Digital Experience portal. Users must have this permission, the Reports Module permission, or both to launch the Digital Experience portal from the app selector in CXone. You can turn this permission on or off. This permission must be turned on for the following permissions to work:

CRM Module

Controls whether an agent can use the Digital Experience workspace in MAX to view Customer Cards and other customerClosed The person on the other end of an interaction. information. You can turn this permission on or off.

Create Dashboard and Widgets

Allows users to create private dashboards and widgets, and to share them with other users. The Reports Module permission must be enabled to use this permission. You can turn this permission on or off.

Cluster Report Settings

Enables users to turn cluster report settings on or off. The Reports Module permission must be enabled to use this permission.

Create My Views

Allows users to create personalized views in the Digital Experience workspace in MAX. The Care Module permission must be enabled to use this permission. You can turn this permission on or off.

Search in Posts

Allows you to control whether a role can search in threads in the Digital Experience workspace in MAX. The Care Module permission must be enabled to use this permission. You can turn this permission on or off.

Search in Customers

Allows you to control whether a role can search for customers in the Digital Experience workspace in MAX. The Care Module permission must be enabled to use this permission. You can turn this permission on or off.

Search in Cases

Allows you to control whether a role can search for cases in the Digital Experience workspace in MAX. The Care Module permission must be enabled to use this permission. You can turn this permission on or off.

Search in Messages

Allows you to control whether a role can search for messages in the Digital Experience workspace in MAX. The Care Module permission must be enabled to use this permission. You can turn this permission on or off.

User and Role Settings

Gives users access to the Roles section of Digital Experience. Enables users to assign users to roles and update role permissions. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Intelligent Routing Settings

Gives users access to the Routing section of DFO and enables them to configure general routing settings. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Team Settings

This permission is not used.

Business Hours

Gives users access to the Hours of Operation section of Digital Experience and enables them to update those settings. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Channels Settings

Gives users access to the Points of Contact Digital section of Digital Experience. Enables them to create and update Digital Channels. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Custom Fields Settings

Gives users access to the Custom Fields section of Digital Experience. Enables them to create or update custom fields. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Agents Settings

Gives users access to the Users section in the Digital Experience portal. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Email Alert Settings

This permission is not used.

Tags Settings

Gives users access to the Tags section of Digital Experience. Enables them to create tags for cases. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Account Settings

Gives users access to the Account section in the Digital First Omnichannel portal. The Settings Module permission must be enabled to use this permission.

Security Settings

Gives users access to the Security section in the Digital Experience portal. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Knowledge Base

Gives users access to the Quick Responses section of Digital Experience. Enables them to create and edit quick responses. You can turn this permission on or off.

API Access

Gives users access to the Digital Experience APIs. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

SLA Settings

Gives users access to the SLA section of Digital Experience. Enables them to configure the default SLA as well as separate SLA for each existing digital channel. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

User Statuses

Enables users to turn user statuses on or off. The Settings Module permission must be enabled to use this permission.

Live Chat Settings

Enables users to turn live chat settings on or off. The Settings Module permission must be enabled to use this permission.

Satisfaction Surveys

Gives users access to the Satisfaction Surveys section of Digital Experience. Enables them to create and edit surveys. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Intelligent Routing Queues

Gives users access to the Routing Queues section of Digital Experience and enables them to create and configure routing queues. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Automation

Gives users access to Workflow Automation functionality, including Automation Triggers, Automation scheduler, and Automation Jobs sections of DFO. The Settings Module permission must be enabled to use this permission. You can turn this permission on or off.

Push Updates

Enables users to turn push updates on or off. The Settings Module permission must be enabled to use this permission.

CXone Bot Builder

Gives users access to Bot Builder through the Digital Experience portal. You can turn this permission on or off.

Agent for Oracle Service Cloud

Agent for Oracle Service Cloud

Enables the Agent for Oracle Service Cloud application for agents to use. You can turn this permission on or off.

Integrated Softphone

Enables the Integrated Softphone for agents to use in Agent for Oracle Service Cloud. You can turn this permission on or off.

CXone Attendant

Impersonate

Allows users to impersonate other users. You can turn this permission on or off.