Dashboard Permissions

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 CXone 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.

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.

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.

• 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).

ACD Widgets

Agent Count by State

Enables users to turn the Agent Count by State widget on or off.

Agent Counter

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

Agent List

Enables users to turn the Agent List 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.

Skill Summary

Enables users to turn the Skill Summary widget on or off.

Unavailable Statistics

Enables users to turn the Unavailable Statistics widget on or off.

Interaction Analytics Widgets

Frustration

Enables users to turn the Frustration widget on or off.

What People Are Talking About

Enables users to turn the What People Are Talking About widget on or off.

Sentiment Trend

Enables users to turn the Sentiment Trend widget on or off.

CXone QM Widgets

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

Plan Status

Enables users to turn the Plan Status widget on or off. The Plan Status widget is located in MyZone > Plan Monitoring.

Test Performance

Enables users to turn the Test Performance widget on or off. The Test Performance widget is located in MyZone > Performance Monitoring.

Agent Scoring

Enables users to turn the Agent Scoring widget on or off. The Agent Scoring widget is located in MyZone > Performance Monitoring.

Calibration

Enables users to turn the Calibration widget on or off. The Calibration widget is located in MyZone > Calibrations > View.

Evaluation and Coaching Events

Enables users to turn the Evaluation and Coaching Event widget on or off. The Evaluation and Coaching Event widget is located in Coaching Packages > View or Coaching Packages > Edit or Coaching Packages > Create or Coaching Packages > Delete.