Reporting Permissions
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For more information, see Roles.
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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.
This permission is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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.
This permission is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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.
This permission is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
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:
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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.
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Force Logout: Enables the Force Disconnect option on the Active Agents report.
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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:
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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.
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Edit: Users can edit existing entries for a feature or page.
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Create: Users can create new entries for a feature or page.
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Delete: Users can delete entries for a feature or page when they are no longer needed.
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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:
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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.
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Edit: Users can edit existing entries for a feature or page.
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Create: Users can create new entries for a feature or page.
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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:
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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.
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Edit: Users can edit existing entries for a feature or page.
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Create: Users can create new entries for a feature or page.
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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:
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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.
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Edit: Users can edit existing entries for a feature or page.
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Create: Users can create new entries for a feature or page.
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Deactivate: Users can deactivate entries for a feature or page when they are no longer needed. They can reactivate them again if necessary.
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Administrator: Enables View, Edit, Create, and Deactivate.
SFTP Accounts
Enables users to do the following with SFTP accounts:
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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.
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Edit: Users can edit existing entries for a feature or page.
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Create: Users can create new entries for a feature or page.
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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:
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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.
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Edit: Users can edit existing entries for a feature or page.
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Create: Users can create new entries for a feature or page.
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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:
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Agent View: With the agent view permission, users can see only the interactions they personally have handled.
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Supervisor View: With the supervisor view permission, users can see interactions handled by members of their assigned team.
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Manager View: With the manager view permission, users can see all agent interactions.