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 AI Agents (Cognigy) application, you won't see this permission.
AI Agents (Cognigy) Settings
NiCE CXone defines AI Agents (Cognigy) access based on the permissions assigned in NiCE CXone:
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Basic (CXone) → Grants View access to AI Agents (Cognigy). Users can open the application and view projects, agents, flows, and configuration details, but cannot make changes.
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Admin (CXone) → Grants full administrative access to AI Agents (Cognigy). When Admin is selected, the Basic permission is automatically included, and all additional AI Agents (Cognigy) permissions are enabled by default.
If you do not want to grant full administrative access, assign the Basic permission and then enable only the additional permissions required for the user's responsibilities.
Selecting Admin automatically enables Basic and all additional AI Agents (Cognigy) permissions. Administrators can instead assign Basic and selectively enable only the permissions required for a user's role, following the principle of least privilege. This provides granular access without granting full administrative privileges.
The following additional permissions can be enabled for users with the Basic permission:
|
permission |
Description |
|---|---|
| API Keys | Allows the user to manage API keys. |
| Auto Dialer User | Grants permissions required for Auto Dialer features. |
| Basic Support User | Grants permissions for basic support activities. |
| Full Support User | Grants the complete set of support permissions. |
| Live Agent Admin | Grants administrative permissions for Live Agent. |
| Live Agent Agent | Grants agent-level permissions for Live Agent. |
| Live Agent Supervisor | Grants supervisor permissions for Live Agent. |
| OData User | Grants access to OData functionality. |
| Ops Center User | Grants access to Ops Center features. |
| Project Assigner | Allows users to assign projects. |
| Project Manager | Allows users to manage projects. |
| User Details Viewer | Allows users to view user details. |
| User Manager | Allows users to manage users. |
Enable AI Agents (Cognigy) Access for a Role in NiCE CXone
- Click the app selector
and select Admin. - Click Security Settings > Roles and Permissions.
- In the roles list, click the role for which you want to restrict data.
- Click the Permissions tab.
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In the left navigation pane, search for AI Agents (Cognigy).
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Under AI Agents (Cognigy), select the permissions you want to assign:
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Select Basic to grant view-only access.
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(Optional) Enable one or more additional permissions, such as API Keys, Auto Dialer User, or Project Manager, to grant specific capabilities.
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To grant full administrative access, select Admin. This automatically enables Basic and all additional AI Agents (Cognigy) permissions.
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Select Save to apply the changes. This enables access to AI Agents (Cognigy) application for that particular role.
Once access to the AI Agents (Cognigy) application is enabled, the AI Agents (Cognigy) option appears under the Automation category in the app selector for that user.