Manage Users and Roles

CXone Digital First Omnichannel users and roles are managed in the CXone Admin application. They synchronize automatically, so when you make a change in CXone, it reflects in the user's record in Digital First Omnichannel. After initial setup, synchronization happens at regular intervals.

Only active users are synchronized. When you create a new employee in CXone Admin, an invitation is sent to the user. The new user won't appear in the Digital First Omnichannel portal until they accept the CXone invitation. Only the Primary role is synchronized. If you assign an employee a Secondary role, the permissions in the role don't impact their use of Digital First Omnichannel.

Set Up Agents in Digital First Omnichannel

  1. Enable the Digital Engagement option in the agent's CXone employee profile.
  2. Assign the agent a role that is configured for the channels you want them to interact with.
  3. Assign the agent to one or more routing queues that route messages for the channels configured in the agent's role.
  4. Complete the user's digital profile in the Digital First Omnichannel portal.

Roles and Permissions

You can grant agents access to Digital First Omnichannel channelsClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. through CXone roles. You assign each role the channels you want agents with that role to interact with.

There are 2 types of permissions that you need to configure so that agents can use Digital First Omnichannel:

  • Role permissions—CXone role permissions allow users to perform tasks in CXone, including Digital First Omnichannel.
  • Channel permissions— Channel permissions allow you to specify how users can interact with the channel.
Task Location
Create Role CXone Admin application
Add Permissions to Role

CXone Admin application

ACD permissions (Digital Engagement)

Add Channels and Channel Permissions to Role

ACD > DFO > Points of Contact Digital

See also the individual channels.
Add Users to Role

CXone Admin application or

ACD > DFO > Roles
Create and manage bots using CXone Bot Builder

ACD > DFO > Roles

This feature is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Default Digital Engagement Permissions

The default, out-of-the-box (OOTB) CXone roles include some digital permissions. Digital permissions are also called Digital Engagement permissions. The default CXone roles are Administrator, Manager, and Agent. If you want the default roles to have different Digital Engagement permissions, you can modify them. You can also create new roles.

Although the OOTB roles include Digital Engagement permissions, employees are not enabled for Digital Engagement by default.

Permission

Agent

Manager

Administrator
Care Module X X X
Chatbot Builder   X X
Reports Module

 

 X X
Settings Module   X X
CRM Module X X X
Create Dashboard and Widgets   X X
Cluster Report Settings      
Create My Views   X X
Search in Posts X X X
Search in Customers X X X
Search in Cases X X X
Search in Messages X X X
User and Role Settings   X X
Intelligent Routing Settings   X X
Team Settings   X X
Business Hours   X X
Channels Settings   X X
Custom Fields Settings   X X
Agents Settings   X X
Email Alert Settings   X X
Tags Settings   X X
Account Settings   X X
Security Settings     X
Knowledge Base   X X
API Access     X
SLA Settings   X X
User Statuses   X X
Live Chat Settings     X
Satisfaction Surveys   X X
Intelligent Routing Queues   X X
Automation     X
Push Updates     X

Enable Users as Digital Agents

Complete this task in the CXone Admin application.

  1. Click the app selector and select Admin.

  2. Click Employees.

  3. Locate the employee you want to enable as a Digital First Omnichannel digital agentClosed An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. and click their name to edit their profile.

    The Employee Profile in CXone, where you configure most settings for users, including enabling them as digital agents.

Complete a User's Digital Profile

Although you create and administer user profiles in CXone, the Digital First Omnichannel portal also has a user profile page. The only settings you should change in Digital First Omnichannel are ones listed in this topic. They make up the agents' digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. profiles, and are used when agents interact with contacts through Digital First Omnichannel channels. For example, you can add a profile picture and a job title that are only used when the agent interacts with contacts on social media.

Agents can modify their own digital profiles. They can access the Digital First Omnichannel portal and click Profile in the upper right corner of the screen.

Complete this task in the Digital First Omnichannel portal.

The user profile page in Digital First Omnichannel, with the fields you can modify in Digital First Omnichannel highlighted. Those fields are: Public Image, Job Title, Nickname, Email Signature, Reply Signature.
  1. In the Digital First Omnichannel portal, click Settings > Users > Agents.
  2. Click Edit for the employee you want to configure.
  3. To add or change the user photo that appears in the Digital First Omnichannel portal, click Change Photo. After you add a photo, the profile cannot revert to having no photo, but you can change the photo.

  4. Complete the digital profile fields as needed. These are fields that aren't available in CXone. If you need to modify other information, you need to edit the user's CXone employee profile.

    This table only explains the fields that are unique to Digital First Omnichannel user profiles.

    Field

    Details
    User Photo This photo is used within the Digital First Omnichannel application only. Once a photo is added, you can't go back to having no photo. You can only replace the photo with a new one.
    Public Image This is the image that appears in live chat sessions with contacts. This allows your users to have a professional public image and a more casual image for internal interactions, if that fits with your organizational policies.
    Job Title Optional. Can be the user's actual title or a title specifically for use with digital engagement interactions.
    Nickname Optional. The name displayed in live chat. This can be different from the user's full name to protect the user's privacy.
    Email Signature Allows the user to have a standard signature for emails sent through Digital First Omnichannel.
    Reply Signature Optional. Allows the user to provide a standard signature on socialClosed Public social media interactions, such as on Facebook or Twitter accounts. For example, the user might end all social interactions with ^MK.
  5. Click Save.

Add Channels and Channel Permissions to a Role

You need to add channelsClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. to roles in Digital First Omnichannel. This makes the channels available to users with that role.

Channel permissions allow you to specify what users can do when interacting with that channel. Not all permissions apply to all channels. For information about the permissions that each channel requires, see that channel's topic. Channel permissions are different from the Digital Engagement permissions that you configure for roles in the CXone Admin application.

Depending on how Digital First Omnichannel is configured, some permissions may not be available.

Permission

Details

Reply

 When selected, users can write replies that are publishedClosed Posting directly to a social media wall, feed, or account. on behalf of the channel. Users without this permission can write drafts of messages. The drafts must be approved before they can be sent or published.
Deleting from original platform When selected, users can delete a message or postClosed A social media thread stems from one original post. A post can result in multiple threads from various contacts. from its original platform (for example, from Facebook or Twitter).
Hide from original platform When selected, users can hide a message or post on its original platform (for example, Facebook or Twitter).
Can approve When selected, users can approve drafts of replies written by other users.
Ability to assign/re-assign When selected, users can assign or re-assign any conversation to themselves or other users.
Ability to unassign When selected, users can unassign a conversation from themselves or other users.

If you don't select the Reply permission, users with the role cannot reply to interactions.

  1. Click the app selector and select ACD.

  2. Go to DFO > Roles.

  3. Click the Edit icon for the role you want to edit.

    The Edit Role page, showing the Routing Queue permission and Channels permissions.
  4. In the Core Modules section, configure which modules you want this role to have access to.
  5. In the Routing Queue permissions section, configure whether you want agents with this role to be able to transfer messages into each of the routing queuesClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case.. If there are no routing queues displayed, you need to create some first.

    Field

    Details

    Routing queue permissions

    Indicates whether users with this role to can transfer cases into each routing queue. Click the YES/NO toggle to change this permission. The YES permission means users can transfer from one routing queue into the specified queue.

    For example, Mowgli doesn't want users with the AgentTrainee role to be able to transfer cases into the JungleLC_Support queue. He clicks the YES/NO button to select NO for the JungleLC_Support routing queue.

  6. In the Channels section, click Edit Permissions for the channel you want to modify.

    The Channels section of the Role definition page.
  7. Select each permission you want to grant to users with this role.
  8. Click Save.
  9. Continue assigning this role permissions for other channels as needed.
  10. Click Save.

Assign Users to a Role

Follow the steps to assign users to a role in the Admin application.