Interactions Hub Permissions

You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured for CXone Recording, you won't see these permissions.

For more information, see Roles.

These permissions are available with all CXone Recording licenses except for Recording (voice recording only).

Search Interactions

You can turn this permission on or off. By turning this permission on, you enable the user to search for and share interactions from the Interactions application.

Delete Recordings

You can turn this permission on or off. By turning this permission on, you enable the user to delete recordings. Voice and screen recordings will be deleted for the whole contact. For example, this can be used if there was a PCI violation and the recordings need to be removed. Metadata isn't deleted—it's still available in the search results.

Export Search Results

You can turn this permission on or off. By turning this permission on, you enable the user to export search results.

Create/edit/delete Public Queries

You can turn this permission on or off. By turning this permission on, you enable the user to create, edit, and delete public queries in the Interactions application. Public queries are available to all users in the Interactions application.

View Evaluations

Controls the user's ability to view information about evaluations in the Interactions application. The Scores permission allows users to view evaluation scores and statuses. The Evaluators permission allows users to view the names of evaluators if they also have the Scores permission. The CXone Quality Management license is also required for this permission.

Search Migrated Interactions

You can turn this permission on or off. By turning this permission on, you enable the user to search in the Interactions application for legacy interactions that were migrated from external systems. The Migrated Interactions Upload license is also required for this permission.

Player

Play/Download Recordings

Controls the user's ability to play interactions in the Player application. The play any permission allows users to play back any recordings. The download permission allows users to download media files.

View Sentiments and Categories

You can turn this permission on or off. By turning this permission on, you enable users to view analytical insights such as sentiments and categories in the Player application. Available only for the CXone Recording Advanced license.

View Behavior Scores

You can turn this permission on or off. By turning this permission on, you enable users to view agents' behavior scores in the Player application. Available only for the QM Premium license.

Create/Edit/Delete/Own Annotations

You can turn this permission on or off. By turning this permission on, you enable users to create, edit, and delete their own public and private annotations in the Player application. Available only for the CXone Recording Advanced license.

Edit/Delete Any Public Annotations

You can turn this permission on or off. By turning this permission on, you enable users to edit and delete any user's public annotations in the Player application. Available only for the CXone Recording Advanced license.

MyZone

Recent Interactions

You can turn this permission on or off. By turning this permission on, you enable agents to view their Recent Interactions page in My Zone. Available only for the CXone Recording Advanced license.

APIs

Extract Interaction Metadata

You can turn this permission on or off. By turning this permission on, you allow users to extract interaction metadata using the Data Extraction APIs. For more information on CXone APIs, including the Data Extraction APIs, visit the DEVone developer site at https://developer.niceincontact.com.

Update Business Data

You can turn this permission on or off. By turning this permission on, you allow users to update business data of a completed interaction using the Business Data API. For more information on CXone APIs, including the Update Business Data APIs, visit the DEVone developer site at https://developer.niceincontact.com.

Multi-ACD Masking API

You can turn this permission on or off. By turning this permission on, you allow users to mask voice and screen recordings of calls from a third-party telephony system using the Mask and Unmask APIs. For more information on CXone APIs, visit the DEVone developer site at https://developer.niceincontact.com.

Data Policies

Policy Management

Controls the user's ability in Data Policies:

  • View: Access the application and view its pages.

  • Create: View or create a policy and download a report. This user cannot approve or decline a policy.

  • Approve: View, create, approve, or decline a policy.