You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured for CXone Dashboard, or your CXone applications don't include ACD or CXone QM, you won't see these permissions. If you do not have the CXone PM license, you will not be able to view some of the metrics widgets.
If you are using the legacy Dashboard application, permissions are described here.
The dashboard widgets allow you to visualize and summarize the data stored in the different applications in CXone applications. The widget permissions in Dashboard are determined by the application to which they belong. For example, ACD widget permissions are on the ACD permissions tab. Administrators have to provide individual widget permissions to a role in addition to configuring general dashboard permissions.
To access the widget settings, in CXone, go to Admin > Security Setting > Roles and Permissions. You can view the widget permissions by selecting your role, clicking the Permission tab, and then selecting the application, for example, the ACD widgets under ACD.
General Permissions
In CXone, go to Admin > Security Setting > Roles and Permissions. Select your role and click the Permission tab to see the general permissions.
Dashboard
Enables users to do the following with dashboards:
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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. Users with View permissions can customize widget positions, sizes, display settings, and column adjustments, saving their personalized settings. However, any subsequent changes made by dashboard owners will override these user-specific customizations.
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Edit: Users can edit existing entries for a feature or page.
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Take Ownership: Users can assume ownership of another user's dashboards (for example, if a user leaves the organization).
Agent Zoom
Agent Zoom permission is enabled by default for all roles. With this permission, you can view the historical data of agents in the relevant widgets through the Agent State Details option. The administrators can toggle this permission on or off as required.
ACD Widgets
Administrators can configure permissions for the following ACD widgets:
Agent List
Enables users to turn the Agent List widget on or off.
Agent State Counter
Enables users to turn the Agent State Counter widget on or off.
Agent State Summary
Enables users to turn the Agent State Summary widget on or off.
Callback Requests
Enables users to turn the Callback Requests widget on or off.
Contact List
Enables users to turn the Contact List widget on or off.
Contact States by Skill
Enables users to turn the Contact States by Skill widget on or off.
Queue Counter
Enables users to turn the Queue Counter widget on or off.
Service Level
Enables users to turn the Service Level widget on or off.
Report
Enables users to turn the Report widget on or off.
Dispositions
Enables users to turn the Dispositions widget on or off
Metrics Widgets
Administrators can configure permissions for the following Metrics widgets:
Metrics Interval
Enables users to turn the Metric Interval widget on or off. The Metrics Interval widget permission is located inDashboard > Metrics Widgets >Metrics Interval.
KPI
Enables users to turn the KPI widget on or off. The KPI widget permission is located in Dashboard > Metrics Widgets > KPI.
Metrics Summary
Enables users to turn the Metric Summary widget on or off. The Metrics Summary widget permission is located in Dashboard > Metrics Widgets > Metrics Summary.
Leaderboard
Enables users to turn the Leaderboard widget on or off. The Leaderboard widget permission is located inDashboard > Metrics Widgets > Leaderboard.
Metrics Review
Enables users to turn the Metrics Review widget on or off. The Metrics Review widget permission is located inDashboard > Metrics Widgets > Metrics Review.
KPI Trend
Enables users to turn the KPI Trend widget on or off. The KPI Trend widget permission is located in Dashboard > Metrics Widgets > KPI Trend.
Gauge
Enables users to turn the Gauge widget on or off. The Gauge widget permission is located inDashboard > Metrics Widgets > Gauge.
Interaction Analytics Widget
Frustration
Enables users to turn the Frustration widget on or off.
CXone QM Widgets
When users have permission to access a specific CXone QM feature, that permission includes access to any widgets associated with the feature.
Quality Score
Enables users to turn the Quality Score widget on or off. The Quality Score widget is located in CXone QM > MyZone > Performance Monitoring.
Category Over Time
Enables users to turn the Category Over Time widget on or off. The Category Over Time widget is located in CXone QM Tools > Dashboard Widgets > Category Over Time.
Evaluation and Coaching Events
Enables users to turn the Evaluation and Coaching Events widget on or off. The Evaluation and Coaching Events widget is located in CXone Coaching > MyZone > CXone Coaching.
Evaluator Performance
Enables users to turn the Evaluator Performance widget on or off. The Evaluator Performance widget is located in CXone QM Tools > MyZone > Calibrations > Performance Monitoring.
Evaluator Calibration
Enables users to view the Evaluator Calibration widget. The Evaluator Calibration widget is located in CXone QM Tools > MyZone > Calibrations.
Forms Calibration
Enables users to view the Forms Calibration widget. The Forms Calibration widget is located in CXone QM Tools > MyZone > Calibrations.
Plan Status
Enables users to turn the Plan Status widget on or off. The Plan Status widget is located in CXone QM Tools > MyZone > Plan Monitoring.
Top Categories
Enables users to turn the Top Categories widget on or off. The Top Categories widget is located in CXone QM Tools > Dashboard Widgets > Top Categories.
CXone Performance Management Act Widgets
Administrators need a CXone Performance Management Act license to configure permissions for the following CXone PM widgets. CXone PM is currently in controlled release.
Games
Enables users to turn the Games widget on or off. The Games widget is located in Performance Management (New) > Dashboard Widgets > Games.
Challenges
Enables users to turn the Challenges widget on or off. The Challenges widget is located in Performance Management (New) > Dashboard Widgets > Challenges.