Manage Tenants

Tenant Management (TM) is an administrative application that enables business partners to support their own tenants and customers.

Using TM, you can view the applications and features available to your tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. You can also impersonate your tenants to provide technical support. Only NICE CXone users can create a tenant or turn features on or off for a tenant. Contact your partner account manager for help.

Tenants can have parent-child-grandchild relationships. When viewing a tenant, the Child Tenant tab displays that tenant's children. Parent tenants can impersonate their child tenants to provide support. Tenants can view information for their grandchild tenants but cannot impersonate them. As an administrator creating or viewing a tenant, the Parent drop-down allows you to select a parent, if applicable.

View Tenant Details

Required role: TM Admin

In the dashboard that appears above the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment list on the Tenants page, you can view the following details about your tenants:

Total Users
Billable Users
User counts for each of the applications licensed to the tenants

Details about using this page:

Click and drag the column title to reorder the columns.
The Converted Tenant column indicates whether the tenant has been migrated from Central to CXone.
Click a row to view and manage more details of that particular tenant.
To view details of a tenant in the dashboard above the table, click the Show Data button on that tenant's row.

Configure a Tenant

Required role: TM Admin or Implementation Partner TM Admin

Impersonate & Configure allows you to impersonate any tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment associated with your partner account. You can use your elevated permissions to do things for them that they are unable to do. The tenants with the status Central are not editable.

In the left navigation menu, click Tenants.
Click the tenant you want to configure.
On the upper right portion of the Tenants page, click the Action icon, and then select Impersonate & Configure.
Configure the tenant as needed.
When you are done, click Stop in the message at the top of the page.
The impersonation message may not appear in all CXone applications. If you want to stop impersonating and do not see the message on the current page, navigate to the Admin application and then click Stop.

Support a Tenant

Required role: TM Admin or Implementation Partner TM Admin

Using the Use Impersonation option allows you to impersonate any tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment associated with your partner account. You can do things for the tenant as if you were the tenant administrator.

In the left navigation menu, click Tenants.
Select the tenant you want to configure.
On the upper right portion of the Tenant page, click the Action icon, and then select Impersonate & Support.
Provide needed support for the tenant.
When you are done, click Stop in the message at the top of the page.
The impersonation message may not appear in all CXone applications. If you want to stop impersonating and do not see the message on the current page, navigate to the Admin application and then click Stop.

Support a Child Tenant Through the Admin Menu

Required role: Parent Tenant Administrator

The Parent Tenant Administrator role allows you to impersonate child tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. It can used as a primary role or a secondary role. This role is automatically created when you:

create the first child for a tenant.
assign the TM license to the parent tenant.

Log in to CXone.
Click the app selector and select Admin.
Click TM.
In the list of the Child Tenants, click the child tenant you want to support.
When the Tenants page for the child tenant opens, click the Settings button and select Impersonate & Support or Impersonate & Configure.
Perform any actions needed to support the child tenant and stop impersonating when you're done.

Applications and Configurations for Tenants

Only internal NICE CXone users have the ability to manage applications and configurations for tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. However, you can view complete information about the applications and features your tenants are enabled to use.

Application Name in Tenant Management	Features	Configuration settings
ACD	This application includes much of the functionality associated with the base CXone communications platform. Features are grouped into these categories: Core: Essential features such as contact handling. CXone Reporting, Data, and Dashboards: Features such as Performance Management, custom reporting, and the Elastic Call Queuing. Agent Applications: Applications for agent use in CXone. CXone Studio: Enables features accessible via Desktop Studio and CXone Studio. WEM: WEM features such as IEX WFM Integrated and Workforce Engagement. CXone Attendant: Options for CXone Attendant. CXone Bot Builder: Enables CXone Bot Builder. Advanced Routing Features: Features for advanced routing, such as multiple attributes.	No settings.
ActOne	Features for the ActOne application.	No settings.
Adapters	Enable the adapters for Presence Sync and Directory Sync your application. Presence Sync allows you to sync agent states between ACD and your application. Directory Sync allows agents to use MAX to consult their contacts from other applications, such as Microsoft Teams.	Directory Sync Settings: The presence look-up applications you can use to sync agent states between ACD and your selected applications.
Analytics	Enables Interaction Analytics. If the tenant uses Interaction Analytics with CXone Recording, you must select Recording Advanced and enable stereo recording. Go to Tenants > Applications & Features > Recording > Recording Mode and select Recording Advanced and Stereo. Select either Interaction Analytics Advanced or Interaction Analytics Premium. Using Enlighten metrics with Interaction Analytics requires Premium.	No settings.
Analytics Enlighten Models	Enables models for use in Enlighten AI: Customer satisfaction. Sales effectiveness.	No settings.
NEVA Studio	Enables NEVA Studio.	No settings.
Bot Builder	Enables CXone Bot Builder.	No settings.
Dashboard (New)	Enables CXone Dashboard.	No settings.
Coaching	Enables CXone Coaching.	No settings.
Supervisor	CXone Supervisor: Select this for the CXone Supervisor features. CXone Supervisor CSAT: This license is available for organizations with the Enlighten AI CSAT package. When enabled, the Urgent Assist feature in the CXone Supervisorapplication will be enabled. Enlighten Copilot for Supervisors: This license is available for organizations with the Enlighten AI package. When enabled, the Alerts insights feature in the CXone Supervisorapplication will be enabled. This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Dashboard	Enables the Dashboard application
Engagement Manager	You can switch on Engagement Manager for a tenant configured with IEX WFM Integrated 7.2.9 or 7.3.1 or later and using the CXone ACD. Engagement Manager provides a mobile app for viewing the schedules and receiving notifications.	No settings
Enlighten Actions	Enables Enlighten Actions.	No settings.
Enlighten AutoSummary	If AutoSummary is enabled, the Enlighten AutoSummaryand Ontology Studio applications will be enabled and will be visible under the CXone Applications menu.	No settings.
Expert	Enables CXone Expert.	Expert Hostname: Enter the hostname for the tenant's instances of Expert
Guide	Enables engagement rules for CXone Guide.	No settings.
Interactions Hub	Controls the applications available in Interactions Hub: Data Policies This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your CXone Account Representative.	No settings
NEVA	Enables NEVA and allows selection of the following features: NEVA Assist NEVA Data Collection NEVA Discover NEVA for Compliance
Monitoring Gateway	Controls the applications available in Monitoring Gateway: Voice Diagnostics Log Reader Self-Service Port Management POC Provisioning Voice Quality Metrics	Voice Diagnostics: Enter the Empirix data specific to the tenant.
Enlighten AI Routing	If Enlighten AI Routing is enabled, the Voice feature will be enabled. It is the only feature with this application.	ACD Integration: Choose the integration that Enlighten AI Routing should use for your tenant.
Performance Management (New)	Enables Performance Management.	No settings.
Platform Services	For Cloud Storage Services, select the following flags to give access to the tenant: Adv. Storage for ACD Recordings: Select Adv. Storage For ACD Recordings to upload all your files (from file server) to cloud storage. Disable this option to store all your files in the file server. Custom Storage: Select Custom Storage to make it available on the Storage Settings page. Custom KMS: Select Custom KMS to make it available on the Storage Settings page. Dispositions: Select Dispositions to enable disposition-based TTL The period of time these interactions are retained and the timing of their deletion. You define the TTL settings for your interactions. rules. This feature is part of a Controlled Release program. Contact your CXone Account Representative if you're interested in knowing more. Litigation Hold: Select to enable the litigation hold Search page. Cloud Storage Services is available by default to all CXone users. Select Custom Storage and Custom KMS to make them available on the Storage Settings page. For Data Share, select the Data Share option. For Data Streams, select the Data Streams option. You can opt to enable IVR Log.	Cloud Data Share: Select whether the tenant uses the CXone Snowflake account or their own.
QM	Enables CXone Quality Management: CXone QM: Includes the core quality assessment capabilities, such as evaluation forms, plans, and monitoring views to evaluate agent interactions. CXone QM Advanced: Includes all CXone QM license features and analytics capabilities that provide additional insight into agent performance using categories CXone QM Premium: Includes all CXone QM license features and additional agent behavior insight capabilities. To access the features with this license, the tenant must have both the CXone QM Advanced and CXone QM Premium licenses enabled. If you are using CXone QM with CXone Recording, you must select Recording Advanced. Go to Tenants > Applications & Features > Recording and select Recording Advanced. If you are using CXone QM Advanced with CXone Recording, you must select Recording Advanced and enable stereo mode. Go to Tenants > Applications & Features > Recording and select Recording Advanced and Stereo.	Recording Source: Select from the drop-down of applications you can use with CXone QM.
Recording	Recording options: Recording Advanced: Select this license for voice and screen recording. If the tenant uses CXone QM or Interaction Analytics with CXone Recording, you must select Recording Advanced. Recording: Select this license for voice recording only. Recordings from External Source: Select this license for importing NICE Engage voice and screen recordings to CXone using CXone AppLink. Recordings from External Source - CXone Multi-ACD: Select this license to use CXone Multi-ACD (CXone Open) (CXone recording and business applications with third-party telephony systems). Side-by-Side Recording: Select this license for using voice and screen recordings from both NICE Engage recording (External Source) and CXone recording (Recording Advanced). Side-by-Side Recording – CXone Multi-ACD—Select this license to use CXone recording (Recording Advanced) and CXone Multi-ACD (CXone Open). Migrated Interactions: Migrated Interactions Upload : Select this license for migrating historical call data into CXone using Migrated Calls.	Recording Mode: Select either stereo or mono. If the tenant uses CXone QM Advanced or Interaction Analytics with CXone Recording, you must select Recording Advanced and Stereo. If the tenant uses a side-by-side license, the Stereo setting is for CXone recordings only. Third Party Telephony Providers: When using a license for CXone Multi-ACD (CXone Open), select the telephony providers of the third-party telephony systems.
Reporting	If Reporting is enabled, the Custom Reports feature will be enabled. It is the only feature with this application.	No settings
Feedback Management	If Feedback Management is enabled, the Feedback Management feature will be enabled. It is the only feature with this application.	Feedback Management Settings: Enter the URL for the tenant's instance of Feedback Management.
SSA	If SSA is enabled, the Self-Service Analytics feature will be enabled. It is the only feature with this application.	No settings
WFI	Enables Workforce Intelligence.	No settings
WFM	Enables CXone Workforce Management.	ACD Integration: Select from the drop-down of supported ACD integrations.
X-Sight	Enables features for X-Sight in the following categories: X-Sight Core X-Sight Entitlements External Data Enrichment Security X-Sight Commons File Upload Aggregations SAM Analytics Models Fraud Analytics Models Entity Risk Analytics Models Entity Risk Scoring Lists Business Metrics Business Configurations ML Features ML Models Data Mapping Data Prioritization	No settings.
X-Sight AI	The following features are available: Data Exploration SAM IFM Visual Analytics AML Reports FRAUD Reports Quarterly Review Snapshots Market Insights Report Project Workspace	No settings.
Agent Integrations	Enables the following features for CXone Agent applications: Agent Configurations: Enables the integration of CXone Agent applications with third-party CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories.. Data Memorialization: Allows data to be popped into CRM records. Dynamic Data: Allows selection of which CRM fields appear in the CXone Agent application. CXone Agent for ACS: Enables the CXone Agent for ACS application. These settings apply to: CXone Agent, CXone Agent Embedded, CXone Agent Integrated. and CXone Agent for Microsoft Teams.	No settings.
Automation & AI	Enables the following features: Automation & AI: Enables the visibility of the Automation & AI page in CXone. Connect Auth: Enables the use of the CONNECTAUTH Studio action. This action is used with Integration Hub. Connect Request: Allows the use of the CONNECTREQUEST Studio action. This action is used with Integration Hub.	No settings.

Enter Tenant Ownership Information

The Ownership tab in the Tenant profile allows you to save ownership information.

In CXone, click the app selector and select TM.
In the left navigation menu, click Tenants.
Select the tenant you want to configure.
Click Ownership.
Enter the owner's name and email.
Select the owner's Type and Line of Business from the drop-downs.
Click Save.

ACD integration in CXone WFM Configuration

Follow the instructions here to configure ACD in CXone WFM.

To configure an ACD with CXone WFM

Click the app selector and select TM. The TM page displays a list of all existing tenants.
Select the tenant for which you are configuring the CXone WFM application. If the tenant is new, click New Tenant on the TM page.
Navigate to the Applications & Features tab.

View the application and features tab
Locate WFM. Enable the toggle associated with it.
Click on Settings.

View the WFM toggle and settings in the Applications & Features tab
In the settings dialog box, click Next.
Choose the type of ACD from the ACD Integration dropdown.
1. Choose InContact ACD if you want to integrate the CXone ACD.
2. For non-CXone ACDs, select Third-Party ACD.
  
  In case you are integrating a third-party ACD, enter the ACD’s Name and, optionally, its version.
View third-party ACD screen
Click Finish to complete the configuration.