CXone Mpower Dashboard Permissions

You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured for Dashboard, or your CXone Mpower applications don't include ACD or QM, you won't see these permissions. If you do not have the PM license, you will not be able to view some of the metrics widgets.

If you are using the Legacy Dashboard application, permissions are described here.

General Permissions

In CXone Mpower, go to Admin > Security Setting > Roles and Permissions. Select your role and click the Permission tab to see the general permissions.

Dashboard

Enables users to do the following with dashboards:

• 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. Users with View permissions can customize widget positions, sizes, display settings, and column adjustments, saving their personalized settings. However, any subsequent changes made by dashboard owners will override these user-specific customizations.

• Edit: Users can edit existing entries for a feature or page.

• Take Ownership: Users can assume ownership of another user's dashboards (for example, if a user leaves the organization).

Agent Zoom

Agent Zoom permission is enabled by default for all roles. With this permission, you can view the historical data of agents in the relevant widgets through the Agent State Details option. The administrators can toggle this permission on or off as required.

Widget Permissions

The dashboard widgets allow you to visualize and summarize the data stored in the different CXone Mpower applications. The widget permissions in Dashboard are determined by the application to which they belong. For example, ACD widget permissions are on the ACD permissions tab. Administrators have to provide individual widget permissions to a role in addition to configuring general dashboard permissions.

To access the widget settings, in CXone Mpower, go to Admin > Security Setting > Roles and Permissions. You can view the widget permissions by selecting your role, clicking the Permission tab, and then selecting the application, for example, the ACD widgets under ACD.

ACD Widgets

Administrators can configure permissions for the following ACD widgets:

• Agent List: Enables users to turn the Agent List widget on or off.

• Agent State Counter: Enables users to turn the Agent State Counter widget on or off.

• Agent State Summary: Enables users to turn the Agent State Summary widget on or off.

• Callback Requests: Enables users to turn the Callback Requests widget on or off.

• Contact List: Enables users to turn the Contact List widget on or off.

• Contact States by Skill: Enables users to turn the Contact States by Skill widget on or off.

• Queue Counter: Enables users to turn the Queue Counter widget on or off.

• Service Level: Enables users to turn the Service Level widget on or off.

• Report: Enables users to turn the Report widget on or off.

• Dispositions: Enables users to turn the Dispositions widget on or off

Metrics Widgets

Administrators can configure permissions for the following Metrics widgets:

• Metrics Interval: Enables users to turn the Metric Interval widget on or off. The Metrics Interval widget permission is located in Dashboard > Metrics Widgets >Metrics Interval.

• KPI: Enables users to turn the KPI widget on or off. The KPI widget permission is located in Dashboard > Metrics Widgets > KPI.

• Metrics Summary: Enables users to turn the Metric Summary widget on or off. The Metrics Summary widget permission is located in Dashboard > Metrics Widgets > Metrics Summary.

• Leaderboard: Enables users to turn the Leaderboard widget on or off. The Leaderboard widget permission is located in Dashboard > Metrics Widgets > Leaderboard.

• Metrics Review: Enables users to turn the Metrics Review widget on or off. The Metrics Review widget permission is located in Dashboard > Metrics Widgets > Metrics Review.

• Metrics Breakdown: Enables users to turn the Metrics Review widget on or off. The Metrics Review widget permission is located in Dashboard > Metrics Widgets > Metrics Breakdown.

• KPI Trend: Enables users to turn the KPI Trend widget on or off. The KPI Trend widget permission is located in Dashboard > Metrics Widgets > KPI Trend.

• Gauge: Enables users to turn the Gauge widget on or off. The Gauge widget permission is located in Dashboard > Metrics Widgets > Gauge.

IA Widget

Frustration: Enables users to turn the Frustration widget on or off.

QM Widgets

When users have permission to access a specific QM feature, that permission includes access to any widgets associated with the feature.

• Quality Score: Enables users to turn the Quality Score widget on or off. The Quality Score widget is located in QM > My Zone > Performance Monitoring.

• Category Over Time: Enables users to turn the Category Over Time widget on or off. The Category Over Time widget is located in QM Tools > Legacy Dashboard Widgets > Category Over Time.

• Evaluation and Coaching Events: Enables users to turn the Evaluation and Coaching Events widget on or off. The Evaluation and Coaching Events widget is located in Coaching > My Zone > Coaching.

• Evaluator Performance: Enables users to turn the Evaluator Performance widget on or off. The Evaluator Performance widget is located in QM Tools > My Zone > Calibrations > Performance Monitoring.

• Evaluator Calibration: Enables users to view the Evaluator Calibration widget. The Evaluator Calibration widget is located in QM Tools > My Zone > Calibrations.

• Forms Calibration: Enables users to view the Forms Calibration widget. The Forms Calibration widget is located in QM Tools > My Zone > Calibrations.

• Plan Status: Enables users to turn the Plan Status widget on or off. The Plan Status widget is located in QM Tools > My Zone > Plan Monitoring.

• Top Categories: Enables users to turn the Top Categories widget on or off. The Top Categories widget is located in QM Tools > Legacy Dashboard Widgets > Top Categories.

Performance Management Next Generation Widgets

Administrators need a Performance Management Next Generation license to configure permissions for the following PM widgets. PM is currently in controlled release.

• Games: Enables users to turn the Games widget on or off. The Games widget is located in Performance Management (New) > Dashboard Widgets > Games.

• Challenges: Enables users to turn the Challenges widget on or off. The Challenges widget is located in Performance Management (New) > Dashboard Widgets > Challenges.

Dashboard Templates Permissions

You can create a new dashboard using reporting templates. To access the dashboard template settings, in CXone Mpower, go to Admin > Security Setting > Roles and Permissions. You can view the template permissions by selecting your role, clicking the Permission tab, and then selecting the template under Dashboard Templates.

• List of Agents: Enables users to turn the List of Agents template on or off.

• Agent Skill Assignment: Enables users to turn the Agent Skill Assignment template on or off.

• Skill Proficiency: Enables users to turn the Skill Proficiency template on or off.

• List of Skills: Enables users to turn the List of Skills template on or off.

• List of Teams: Enables users to turn the List of Teams template on or off.

• List of Campaigns: Enables users to turn the List of Campaigns template on or off.