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.

Contact Settings

Product or Feature

Available Permissions

Notes

Campaigns

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

CreateClosed Users can create new entries for a feature or page.

DeactivateClosed Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.

Chat Profiles View, Edit, Create, Deactivate
Dispositions View, Edit, Create, Deactivate
Hours of Operation View, Edit, Create, Delete  
Workflow Data View, Edit, Create, Deactivate  
Points of Contact View, Edit, Create, Deactivate
Scripts View, Edit, Create, Deactivate These permissions apply to the script management feature in the ACD application, not to Studio.
Script Schedules View, Edit, Create, Deactivate  
Skills View, User Assignment, Edit, Create, Deactivate

These permissions apply only to ACD skills.

The Skills Edit permission enables users to access the entire skill record, except for the Users tab. The Skills User Assignment permission enables users to access skill user assignment throughout CXone.

Routing Attributes View, User Assignment, Edit, Create, Deactivate These permissions apply only to ACD skills.
Tags View, Edit, Create, Deactivate  
Users View, Edit  

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.

Widget

Available Permissions

Agent Counter On, Off
Agent List On, Off
Contact List On, Off
Contact States by Skill On, Off
Queue Counter On, Off
Service Level On, Off
Skill Summary On, Off
Unavailable Statistics On, Off
Callback Requests On, Off

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

Outbound

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

Product/Feature

Available Permissions

Notes

Can Edit AMD Tuning On, Off 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.
Can Edit Compliance Required Delivery On, Off

Controls whether the Compliance Required Delivery Mode field is visible to users.

Dialer Manager

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

Enables users to access skill control for managing the organization's outbound strategy. Users with View permission can see the Skill Control page; users with Edit permission 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 View, Edit Allows users to enable and disable call delivery based, in part, 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 account manager.
Can force-stop a skill On, Off Enables users to force an outbound skill to stop immediately.
Message Templates

View, Edit

CreateClosed Users can create new entries for a feature or page., DeactivateClosed Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.
Outbound Dialer   This permission set is for future use and has no functionality at this time.
SMS Skill Channel Settings View, Edit Enables users to access Proactive Email and Proactive SMS skill priorities on the Skill Channel Settings page.
SMS Registration Auto-Replies View, Edit Enables users to view and manage 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

Product/Feature

Available Permissions

Calling Lists

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

CreateClosed Users can create new entries for a feature or page.

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

DownloadClosed Users can download a list and see its contents.

Call Suppression View, Edit, Create, Delete
Do Not Call (DNC) List View, Edit, Create, Download

ACD Settings

Product/Feature

Available Permissions

Notes

Address Books

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

CreateClosed Users can create new entries for a feature or page.

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

The Edit permission applies only to standard address books. Dynamic address books are updated by API connection to an external data source.
Agent Patterns View, Edit, Create, Delete

 

Quick Replies

UseClosed Agents can see and use quick replies from their agent application.

FavoritesClosed Users can assign Favorites status to a quick reply.

View, Edit, Create

 

Default Dialing Pattern View, Edit  
Station Profiles View, Edit, Create, Delete  
Stations

View, Edit, Create

DeactivateClosed Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.

 
Unavailable Codes View, Edit, Create, Deactivate  
SMS Registrations   This permission set is for future use and has no functionality at this time.
Locations View, Edit, Create, Deactivate  

ACD Configuration

Product/Feature

Available Permissions

Notes

Tenant Acceptable File Ext.

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

CreateClosed Users can create new entries for a feature or page.

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

Controls user access to accepted file extensions. You must also give users 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 ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

Controls user access to the Usage tab on the Business Unit page in the ACD application.
Business Unit CXone Attendant ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

Controls user access to the CXone Attendant tab on the Business Unit page in the ACD application.
Business Unit Time Zones View, Edit

You must also give users the External Business Unit permission so they can navigate to the Business Units feature.

DB Connector

View, Edit, Create

DeactivateClosed Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.

Delete

 
Agent Session Control via API On, Off 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 On, Off  

Communications

Product/Feature

Available Permissions

Agent Messaging

ViewClosed 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.

CreateClosed Users can create new entries for a feature or page.

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

Skype for Business Connector On, Off

Storage

Product/Feature

Available Permissions

Notes

Browse ACD Files

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

CreateClosed Users can create new entries for a feature or page.

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

Controls user access to centralized, standard CXone file storage accessed from the Browse Files feature.

Support

Product/Feature

Available Permissions

Notes

Agent Issues View, Close 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 On, Off 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.

Agent Visibility

Product/Feature

Available Permissions

Notes

Hide Agent Caller ID On, Off Hides the agent caller ID from all reports that offer performance-related metrics.
Hide Agent Identity Information On, Off Hides the agent name and ID 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.
Hide Agent Phone Number On, Off Hides the agent phone number from all reports that offer performance-related metrics.
Hide Agent Presence On, Off Hides agent presence from the address book.

MAX (Agent Interface)

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

Product or Feature

Available Permissions

Notes

Launch MAX On, Off Controls whether the agent can see the MAX icon and launch the application. This icon is accessed by clicking the grid in the upper right corner of the CXone screen.
Set Phone Number On, Off

Enables agents to manually enter a telephone number when they log in to MAX. The phone number is then linked to the integrated MAX softphone. This permission works together with the Integrated Softphone permission.

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

Integrated Softphone On, Off Enables the integrated softphone in MAX. To use this feature, agents must also have the Set Station ID permission, the Set Phone Number permission, or both. Agent for Salesforce and Agent for Oracle Service Cloud have their own separate permissions for this.
Integrated Softphone: Auto-Accept Enable, Agent Config

Enables Administrators to suppress the Auto-Accept functionality in MAX. 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.

Set Station ID On, Off

Enables agents to manually enter a station ID when they log in. The station is then linked to the integrated MAX softphone. This permission works together with the Integrated Softphone permission.

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

Masking On, Off Enables agents to trigger masking during a call that is being recorded.
Multiparty Conferencing

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

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
Hide Create Commitments On, Off Hides the ability for agents to create commitments. The default is Off meaning that the agent can create commitments.
Hide Inbound Hangup On, Off When enabled, this setting prevents the agent from seeing the Hangup button in an inbound call. The default is Off.
Block Outbound Calling

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. By default, none are selected. This means that agents can make any kind of outbound call.
Logout with MAX Closure On, Off When enabled, this setting logs the agent out of MAX when they close the MAX window. The default is Off.
Mute On, Off Enables agents using MAX to mute themselves while on a call.
Record Contact On, Off Enables agents to record a voice (phone) interaction.
SMS On, Off Enables agents using MAX to receive and respond to SMS (text) messages using CXone Messaging. If your organization uses work items for Inbound/Manual Outbound SMS, or uses CXone Messaging in Digital First Omnichannel, this permission is not necessary.

Supervisor

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

Product/Feature

Available Permissions

Notes

Agent Tab On, Off Allows users to access controls at the Agent Tab level.
Call Recording Playback Access On, Off Enables users to play calls that were recorded using Supervisor from the Contact History Report.
Call Recording Download On, Off Enables users to download calls recorded using Supervisor from the Contact History Report.
Launch Supervisor On, Off Controls whether the user can see the Supervisor icon and launch the application. This icon is accessed by clicking the grid in the upper right corner of the CXone screen.
Monitoring

MonitorClosed Users can discreetly listen to an agent's active voice conversation. This foundation permission must be explicitly granted to any user with one or more of the other permissions for this feature.

CoachClosed Users can enter an agent's active voice conversation and speak so that only the agent can hear.

BargeClosed Users can enter an agent's active voice conversation and speak so that the agent and contact can hear.

Take OverClosed Users can take over an agent's active voice conversation, removing the agent from the call completely.

Controls user access to monitoring actions. Users with the Take Over permission must also have MAX permissions or the functionality will not work correctly.
Record On, Off Enables users to trigger recording of an agent's call.
Skill Tab On, Off Allows users to access controls at the Skill Tab level.
Continuous Agent Monitoring On, Off

Allows users to continuously monitor an agent's interactions in Supervisor until:

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.

Product/Feature

Available Permissions

Notes

File Browser

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

CreateClosed Users can create new entries for a feature or page.

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

 
Record Prompts On, Off Enables users to record prompts and other audio files in the Studio prompt manager.
Studio Scripts

View

DebugClosed Users can debug scripts.

Imp/ExpClosed Users can import scripts from other sources, and export scripts created in Studio for use in other applications.

Combination Create/Edit permission

DeactivateClosed Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.

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

Controls the actions users can perform in regard to scripts.

Agent for Salesforce

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

Product/Feature

Available Permissions

Notes
Integrated Softphone On, Off When logging in to Agent for Salesforce, agents do not see Integrated Softphone as a login option unless this permission is enabled.
Mute On, Off Agents do not see the option to mute calls unless this permission is enabled.
Record On, Off Agents do not see the option to record calls unless this permission is enabled.
Mask On, Off Agents do not see the option to mask calls unless this permission is enabled.
End Call On, Off Agents do not see the option to end calls unless this permission is enabled.
Create Commitments On, Off Agents do not see the option to create commitments unless this permission is enabled.

Digital Engagement

Product/Feature

Available Permissions

Notes

Care Module On, Off Controls whether an agent can use the Digital First Omnichannel workspace in MAX to handle digital cases.
Reports Module On, Off Controls whether a user can access the Reports module in the Digital First Omnichannel application.

Users must have this permission, the Settings Module permission, or both to launch the Digital First Omnichannel application from the grid icon in CXone.

Settings Module On, Off Controls whether a user can access the Settings module in the Digital First Omnichannel application. Users must have this permission, the Reports Module permission, or both to launch the Digital First Omnichannel application from the grid icon in CXone.
CRM Module On, Off Controls whether an agent can use the Digital First Omnichannel workspace in MAX to view customer cards and other customer information.
Create Dashboard and Widgets On, Off Allows users with the Reports Module permission to create private dashboards and widgets, and to share them with other users.
Cluster Report Settings On, Off  
Create My Views On, Off Allows users with the Care Module permission to create personalized views in the Digital First Omnichannel workspace in MAX.
Search in Posts On, Off Allows you to control whether a role can search in posts in the Digital First Omnichannel workspace in MAX.
Search in Customers On, Off Allows you to control whether a role can search for customers in the Digital First Omnichannel workspace in MAX.
Search in Cases On, Off Allows you to control whether a role can search for cases in the Digital First Omnichannel workspace in MAX.
Search in Messages On, Off Allows you to control whether a role can search for messages in the Digital First Omnichannel workspace in MAX.
User and Role Settings On, Off  
Intelligent Routing Settings On, Off  
Team Settings On, Off  
Business Hours On, Off  
Channels Settings On, Off  
Custom Fields Settings On, Off Allows you to edit custom fields.
Agents Settings On, Off If this permission is turned off, the Users section of the left menu does not display on Settings page in the Digital First Omnichannel web portal.
Email Alert Settings On, Off  
Tags Settings On, Off  
Account Settings On, Off  
Security Settings On, Off  
Knowledge Base On, Off  
API Access On, Off  
SLA Settings On, Off  
User Statuses On, Off  
Live Chat Settings On, Off  
Satisfaction Surveys On, Off  
Intelligent Routing Queues On, Off  
Automation On, Off  
Push Updates On, Off  
CXone Bot Builder On, Off

Controls whether a user can access CXone Bot Builder in the Digital First Omnichannel application.

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.

Agent for Oracle Service Cloud

Product/Feature

Available Permissions

Agent for Oracle Service Cloud On, Off
Integrated Softphone On, Off