Use Impersonation

If you have access to Tenant Management (TM), impersonation allows you to assist another user or configure another tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.. This is typically done by implementation or support personnel. NiCE CXone administrators and Partner administrators can both use impersonation.

This method of impersonation is being replaced by a request-based access model. If your tenant has been set up to use the new model, you'll need to submit an outbound impersonation request instead of using the steps below. See New Impersonation Workflow.

  • Percy Blakeney, a NiCE CXone internal administrator for Classics, Inc., is setting up a new partner, the League of the Scarlet Pimpernel (LSP), in TM. To create a user account for the partner administrative user, Dewhurst, Percy must impersonate the LSP partner account.
  • Dewhurst wants to create NiCE CXone tenants for the LSP affiliate offices in several cities. To apply the correct branding profile to each of these tenants, Dewhurst must impersonate the tenant accounts.
  • Marguerite, a support representative in the LSP home office, receives a call from Chauvelin, a monitor in the LSP affiliate in Paris. Chauvelin is having trouble setting up an outbound phone skill for his recruiting efforts. To help him configure the skill, Marguerite impersonates the Paris LSP tenant account.

Tenant Impersonation

There are two types of impersonation on the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. level:

  • Impersonate & Configure: Opens the tenant account to the Internal Admin > Business Units page in the ACD application. This lets you configure a tenant. Once created, these entities are available to the tenant administrator.
  • Impersonate & Support: Opens the tenant account to the Employees page in the Admin application. This lets you act as an administrator within a tenant account to provide support to the tenant.

Impersonation uses an account called Impersonated Admin, with a role that is specific only to that account. Neither the account nor the role are shown in the Tenant Management user interface. The permissions associated with the role cannot be changed.

Impersonate a Tenant

When you are impersonating a tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system., this banner appears at the top of the screen: "You are currently impersonating Impersonated Admin on tenant [TenantName]"

  1. Select the tenant you want to support from the list and click.

  2. On the Tenant page, click the Action icon (indicated by three vertical dots), and select Impersonate & Support or Impersonate & Configure. If the impersonation options do not appear for you, a TM Admin or implementation manager may have disabled the features for security reasons.

  3. Perform any actions required to support the tenant.

  4. In the impersonation banner at the top of the screen, click Stop to return to the Tenant Management application.

The impersonation banner may not appear in all NiCE CXone applications. If you want to stop impersonating and do not see the banner on the current screen, navigate to the Admin application and then click Stop.

Audit Logging for Impersonation

Tenant Management records an audit trail whenever a TM Admin enables or disables impersonation access to a tenant via the toggle switches.

Audit entries are written to the Change History tab in the Tenant view.

The Change History tab contains a history of the item's modifications. It displays information about the creation of the item and the last modification. The table details the individual fields modified including the old value, the new value, and who made the change and when. You can use search and filter tools to limit the contents based on certain text or a specific date range.

The audit event is created when the tenant is saved, not when the individual toggles are switched on and off.

To view the Change History:

  1. In the left navigation menu, click Partners.
  2. Click the partner for whom you want to see the audit trail.
  3. In the upper right portion of the partner information pane, click the Action icon (indicated by three vertical dots) and then select Impersonate & Configure to open the branding profiles page for the partner.
  4. Click Change History.
  5. The audit entry captures the following data:

    • Date and time of the change

    • Name of the Tenant Admin who made the change

    • Previous state of the toggle (before the change)

    • New state of the toggle (after the change)