Reporting Permissions

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General BI Permissions

These permissions control general user access to the Business Intelligence (BI) reports in Reporting. In addition, you must enable specific report permissions for each separate report.

Report Viewer

You can turn this permission on or off. This general permission must be enabled to view any of the BI reports.

Subscriptions

You can turn this permission on or off. This general permission must be enabled to subscribe to BI reports.

Schedules

You can turn this permission on or off. This general permission must be enabled to schedule when you want to receive reports you subscribe to.

Report Usage Notification

You can turn this permission on or off. You are allowed to have 10% of users in your system access BI reports at no additional charge. Enable this permission to have a notification sent to administrators when 9% has been reached and again when 10% has been surpassed.

BI Reports

These permissions control user access to the different Business Intelligence (BI) reports found in Reporting > Prebuilt Reports. There is a separate permission for each report.

CXone WFM Adherence Report

You can to turn the Adherence Report on or off.

Evaluations by Team

You can turn the Evaluations by Team Report on or off.

Evaluations by Section and Question

You can turn the Evaluations by Section and Question Report on or off.

CXone WFM Time Utilization Report

You can turn the Time Utilization Report on or off.

Evaluation Details

You can turn the Evaluation Details Report on or off.

Evaluation Question and Answer Details

You can turn the Evaluation Question and Answer Details Report on or off.

Evaluation Question Details

You can turn the Evaluation Question Details Report on or off.

Evaluator Analysis

You can turn the Evaluator Analysis Report on or off.

Enlighten AI Routing Summary

You can turn the Enlighten AI Routing Summary Report on or off.

Recording Activity

You can turn the Recording Activity Report Report on or off.

List of Agents

You can turn the List of Agents Report on or off.

Analytics Metric Statistics

You can turn the Analytics Metric Statistics Report on or off.

List of Skills

You can turn the List of Skills Report on or off.

List of Teams

You can turn the List of Teams Report on or off.

List of Unavailable Codes

You can turn the List of Unavailable Codes Report on or off.

Agent Contact Performance

You can turn the Agent Contact Performance Report on or off.

Lists of Campaigns

You can turn the List of Campaigns Report on or off.

Analytics Category Statistics

You can turn the Analytics Category Statistics Report on or off.

Real Time Interaction Guidance

You can turn the Real Time Interaction Guidance Report on or off.

Agent Session

You can turn the Agent Session Report on or off.

Digital Messages

You can turn the Digital Messages Report on or off.

Coaching Workflow

You can turn the Coaching Workflow Report on or off.

Calibration

You can turn the Calibration Report on or off.

Evaluation Question and Answer Analysis

You can turn the Evaluation Question and Answer Analysis Report on or off.

Abandons by Skill

You can turn the Abandons by Skill Report on or off.

CXone Billing

You can turn the CXone Billing Report on or off.

Agent Contact History

You can turn the Agent Contact History Report on or off.

Campaign Summary

You can turn the Campaign Summary Report on or off.

Agent Behavior Insights

You can turn the Agent Behavior Insights Report on or off. To view this permission, you must have both the CXone QM Advanced and CXone QM Premium licenses enabled. Contact your CXone Account Representative for more information.

BI Access Report

You can turn the BI Access Report on or off.

CXone WFM Intraday Report

You can turn the Intraday Report on or off.

Digital Agent Contact Performance

You can turn the Digital Agent Contact Performance Report on or off.

Contact States by Interval

You can turn the Contact States by Interval Report on or off.

Callback Detail

You can turn the Callback Detail Report on or off.

Skill Proficiency

You can turn the Skill Proficiency Report on or off.

Agent Skill Assignments

You can turn the Agent Skill Assignments Report on or off.

Analytics Metric Comparison

You can turn the Analytics Metric Comparison Report on or off.

Analytics Metric Trend

You can turn the Analytics Metric Trend Report on or off.

CXone Coaching Transactional

You can turn the CXone Coaching Transactional Report on or off.

Legacy ACD Dashboard Widgets

These permissions control user access to ACD dashboards widgets and general ACD dashboard visibility. ACD dashboard is found in CXone at Reporting > Dashboards, which is different from the Dashboards application.

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 view or zoom in on the Agent List Widget.

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.

Queue Trend

Enables users to turn the Queue Trend 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.

Callbacks

Enables users to turn the Callbacks Widget on or off.

Outbound Agent Performance

Enables users to turn the Outbound Agent Performance Widget on or off.

Agent Performance

Enables users to turn the Agent Performance Widget on or off.

Agent Performance by Hour

Enables users to turn the Agent Performance by Hour Widget on or off.

Other State Statistics

Enables users to turn the Other State Statistics Widget on or off.

Unavailable Statistics

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

Dashboard Console View

Enables users to view the dashboard in console view and to delete a dashboard.

Legacy Prebuilt Reports

Permissions in this section control user access to the prebuilt reports that are part of the CXone ACD application.

Active Agents

Enables users to do the following in the Active Agents report:

• 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.

• Force Logout: Enables the Force Disconnect option on the Active Agents report.

• Terminate Agent: Enables the Terminate option on the Active Agents report.

Active Contacts

Enables users to view or terminate contacts in the Active Contacts report.

Agent by Team

Enables users to turn the Agent by Team report on or off.

Agent Snapshot

Enables users to turn the Agent Snapshot report on or off.

Agent Summary

Enables users to turn the Agent Summary report on or off.

Agent Time Card

Enables users to turn the Agent Time Card report on or off.

Agent Unavailable Time

Enables users to turn the Agent Unavailable Time report on or off.

ASR Tuning Report

Enables users to turn the ASR Tuning report on or off.

Billing Report

Enables users to turn the Billing report on or off.

Call Quality Explorer

Enables users to turn the Call Quality Explorer report on or off. This report requires special training from CXone Support.

Campaign Performance

Enables users to turn the Campaign Performance report on or off.

Campaign Summary by Campaign

Enables users to turn the Campaign Summary by Campaign report on or off.

Campaign Summary by Skill

Enables users to turn the Campaign Summary by Skill report on or off.

Configured Stations

Enables users to turn the Configured Stations report on or off.

Contact History

Enables users to turn on agent view or supervisor view on the Contact History report.

Email Interruptions

Enables users to turn the Email Interruptions report on or off.

Forced Agent Logout

Enables users to turn the Forced Logout report on or off.

IVR Press Path

Enables users to turn the IVR Press Path report on or off.

Promise Keeper

Enables users to turn the Promise Keeper report on or off.

Skill by Campaign

Enables users to turn the Skills by Campaign report on or off.

Skill Performance

Enables users to turn the Skill Performance report on or off.

Skill Proficiencies Detail

Enables users to turn the Skill Proficiencies Detail report on or off.

Skill Proficiencies Summary

Enables users to turn the Skill Proficiencies Summary report on or off.

Supervisor Snapshot

Enables users to turn the Supervisor Snapshot report on or off.

Team Unavailable Codes

Enables users to turn the Teams and Unavailable Codes report on or off.

Custom Reports

Custom Reports

Enables users to do the following in Custom Reports:

• 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.

• Create: Users can create new entries for a feature or page.

• Delete: Users can delete entries for a feature or page when they are no longer needed.

• Administrator: User can see all public and private reports available on the tenant. They can also allow users to manage global custom report templates.

Categories

Enables users to do the following in custom report categories:

• 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.

• Create: Users can create new entries for a feature or page.

• Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

Headers

Enables users to do the following with custom report headers:

• 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.

• Create: Users can create new entries for a feature or page.

• Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

Schedules

Enables users to do the following with custom report schedules:

• 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.

• Create: Users can create new entries for a feature or page.

• Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

• Administrator: Enables View, Edit, Create, and Deactivate.

SFTP Accounts

Enables users to do the following with SFTP accounts:

• 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.

• Create: Users can create new entries for a feature or page.

• Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

Data Download

Data Download

You can turn this permission on or off. This general permission must be turned on to view any of the data download reports.

Report Schedules

Enables users to do the following with data download report schedules:

• 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.

• Create: Users can create new entries for a feature or page.

• Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.

Schedules Report

Enables users to turn the Schedules Run History report on or off.

Workforce Intelligence

Rule Action History Report

Enables users to turn the Rule Action History report on or off.

Rule Action Summary Report

Enables users to turn the Rule Action Summary report on or off.

Outbound

Abandon Rate Compliance

You can turn this permission on or off. By turning this permission on, you enable users to access the Abandon Rate Compliance report.

Dialer Dispositions

You can turn this permission on or off. By turning this permission on, you enable users to access the Dialer Dispositions report.

Outbound Report Store

Enables users to turn on the following views for the Outbound Report Store:

• Agent View: With the agent view permission, users can see only the interactions they personally have handled.

• Supervisor View: With the supervisor view permission, users can see interactions handled by members of their assigned team.

• Manager View: With the manager view permission, users can see all agent interactions.