You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured for the Dashboard application, or your CXone applications don't include ACD or QM, you won't see these permissions.
For more information on the relationship between permissions and roles, see Roles. For more information on Dashboard actions and the permissions they require, see Dashboard Actions and Permissions.
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.
Edit Users can edit existing entries for a feature or page.
|The Take Ownership permission allows a user to assume ownership of another user's dashboards (for example, if a user leaves the organization).|
Widgets are visual collections of data from other CXone applications. The widgets that appear in dashboards must be defined per application (for example, ACD widget permissions are on the ACD permissions tab, and so forth). You must grant individual widget permissions to a role in addition to configuring general dashboard permissions.
You can configure permission for the following ACD widgets as On or Off:
- Agent Count by State
- Agent Counter
- Agent List
- Contact List
- Contact States by Skill
- Queue Counter
- Service Level
- Skill Summary
- Unavailable Statistics
Interaction Analytics Widgets
You can configure permission for the following Interaction Analytics widgets as On or Off:
- What People Are Talking About
- Sentiment Trend
When users have permission to access a specific QM feature, that permission includes access to any widgets associated with the feature. The following table explains these relationships.
|Plan Status||My Zone > Plan Monitoring|
|Team Performance||My Zone > Performance Monitoring|
|Agent Scoring||My Zone > Performance Monitoring|
|Calibration||My Zone > Calibrations > View|
|Evaluations and Coaching Events||
Coaching Packages > View or Coaching Packages > Edit or Coaching Packages > Create or Coaching Packages > Delete
This widget also requires the Admin permission Employees > View.