Create a Role
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- Click the app selector
and select Admin. - Go to Security Settings > Roles & Permissions.
- Click New Role.
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Type a Name and optionally a Description for the role.
The role's description cannot have more than 200 characters.
- Click the Permissions tab.
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Configure the permissions for the role. Permissions are categorized by CXone application, and you can only see applications that are part of your CXone system. Click the role categories on the left to move between them.
- If the role you're creating (or editing) has permissions similar to one of the CXone's four out-of-the-box (OOTB) roles, click Set To Default, select the relevant OOTB role (Agent, Manager, Administrator, or Evaluator) from the drop-down, and then click Apply. The permissions are set according to the selected out-of-the-box role. Make the changes in the permissions, as required for the role.
- When you are finished configuring permissions, click Save to save the role in draft status or click Save and Activate to save the role in active status. You cannot assign users to the role until you activate it.
Copy a Role
- Click the app selector and select Admin.
- Click Security > Roles & Permissions.
- Click the three vertical dots in the Actions column for the role you want to copy.
- Click Duplicate.
- Enter a Name for the role.
- Click Duplicate.
- Click the Permissions tab.
- Make any needed changes to the permissions for the new role, which was created with the same permissions as the original role. Permissions are categorized by CXone application, and you can only see applications that are part of your CXone system. Click the role categories on the left to move between them.
- When you are finished configuring permissions, click Save to save the role in draft status or click Save and Activate to save the role in active status. You cannot assign users to the role until you activate it.
Assign Users to a Primary Role
You can assign one or more users to a role on the Roles and Permissions page. This assigns each user a primary role. If you want to assign a secondary role, you must edit each employee's profile. You can assign roles to individual users when you create or edit an employee profile.
- Click the app selector and select Admin.
- Click Security > Roles & Permissions.
- Click the role to which you want to assign employees.
- Click the Assigned Users tab, then click Add Users.
- In the Add Users window, select the checkbox next to the names of the users you want to add, or select the checkbox next to the Name column heading to add all users. The Selected counter shows how many users you have selected.
- Click Move. The selected users are added to the Selected list on the right side of the window. Click the X next to the user's name to remove them from the list.
- Click Confirm, then click Save.
Remove Users from a Role
You can remove role assignments from individual users from the Create New Employee or Edit Employees pages (see Create Employee Accounts). The following instructions explain how to remove a primary role from one or more employees. All employees must be assigned to a primary role. You must reassign them to a new primary role after you remove them. You cannot use this method to remove secondary roles from users, since the Assigned Users tab does not show employees who have been assigned this role as a secondary role.
- Click the app selector and select Admin.
- Click Security > Roles & Permissions.
- In the roles list, click the role from which you want to remove employees.
- Click the Assigned Users tab.
- In the Assigned Users tab, select the checkbox of each user you want to remove from the role. To select all the users quickly, select the checkbox before the column heading Name. If you want to reassign users to different primary roles, you must select each user individually.
- Click Remove Users.
- In the pop-up window, select another role to assign the users to. Click Yes.
- Click Save.
