Reporting Permissions

You must have appropriate permissions to see the navigation for the Roles & Permissions feature. These permissions apply only to ACD reports; if your organization isn't configured to use the CXone ACD, you won't see these permissions.

For more information, see Roles.

General BI Permissions

These permissions control general user access to the advanced business intelligence reports in Reporting. In addition, you must enable specific report permissions for each separate report.

Product/Feature

Available Permissions

Notes

Report Viewer On, Off

This general permission must be enabled to view any of the BI reports.

BI Reports

These permissions control user access to the different business intelligence reports in Reporting. There is a separate permission for each report.

Product/Feature

Available Permissions

Notes

Adherence Report On, Off The Adherence report is a great way to see how well your employees are adhering to their schedules.
Agent Behavior Insights On, Off

Enables users to view the Agent Behavior Insights report in the report viewer.

This report displays behavior insights for agents and their associated interactions. It also includes a summarized score at the team level.

Agent Contact Performance On, Off Displays key ACD-related metrics for each agent.
Agent Session On, Off Allows supervisors to view more in-depth data for their agents in a single location. It focuses on information like how much time they spent at lunch or the amount of idle time in a day. This report consolidates several existing reports, and allows supervisors to take a deeper look at data and metrics.
Analytics Category Statistics On, Off Enables users to view the

Analytics Category Statistics report.

This reports enables supervisors or managers to follow up on their teams' and agents' performance according to specifically defined categories.

Analytics Metric Statistics

On, Off

Enables users to view the IA Analytics Metric Statistics report in the report viewer.

This report displays metric statistics for teams and agents for interactions within a selected dataset.

Coaching Workflow On, Off

Enables users to view the Coaching Workflow report in the report viewer.

This report displays coaching data that tracks the coaching progress of your team members. This can help you identify those who are not responding on time.

Digital Agent Message Statistics On, Off Provides metrics to show how agents are performing with digital contacts.
Evaluations By Section and Question On, Off

Enables users to view the QM Evaluations by Section and Question report in the report viewer.

This report displays evaluation data by the average scores on the different sections and questions in forms.

Evaluations By Team On, Off

Enables users to view the QM Evaluations by Team report in the report viewer.

This report displays evaluation data for both teams and agents, including averages and trends.

Evaluation Details On, Off

Enables users to view the QM Evaluation Details report in the report viewer.

This report provides a complete table of all raw evaluation data.

Evaluation Question Details On, Off

Enables users to view the QM Evaluation Question Details report in the report viewer.

This report displays questions from evaluation forms and all of their associated data.

Evaluation Question And Answer Details On, Off

The Evaluation Question and Answer Details report displays a table with every question answered by an evaluator, along with their answers. This can help you gain evaluation insights for your team across several channels.

Evaluator Analysis On, Off

Enables users to view the QM Evaluator Analysis report in the report viewer.

This report displays evaluator data, including their progress, rate of completion, and associated evaluations.

Enlighten AI Routing Summary On, Off

Enables users to view the Enlighten AI Routing Summary report in the report viewer.

This report displays Enlighten AI Routing data, such as seconds saved per call, and contextual data, such as call volume and influence rates.

List of Agents Report On, Off A filterable, in-depth view of all agents in your in your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. This report provides a variety of data for each agent, such as personal information, information for their user account and role in your organization, and also performance details like refusal timeouts.
List of Campaigns Report On, Off A filterable table view of all of the created campaigns in your tenant.
List of Skills Report On, Off A filterable, in-depth view of all ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge configurations in your tenant.
List of Teams Report On, Off A filterable, in-depth view of all teams created in your tenant.
List of Unavailable Codes Report On, Off A filterable, in-depth view of both default and custom unavailable codes in your tenant. Unavailable codes are the unavailable states for your agents can select.
Real Time Interaction Guidance Report On, Off Allows you to view status and trend information with Real-Time Interaction Guidance.

Recording Activity

On, Off

Enables users to view the Recording Activity report in the report viewer.

This report displays recording metrics by channel, direction, recording status, skill, and team.

WFM Adherence Report On, Off

Enables users to view the WFM Adherence Report in the report viewer.

This report displays agent schedule adherence metrics and provides root cause analysis.

WFM Time Utilization On, Off

Enables users to view the WFM Time Utilization Report in the report viewer.

This report displays trends and time usage of the different activities in agent schedules.

Legacy ACD Dashboards Widgets

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

Product/Feature

Available Permissions

Notes

Agent Count By State On, Off

Provides access to the Agent Count By State widget.

The Agent Count by State widget displays the number of agents in each state who are currently logged in to the agent application.

Agent Counter On, Off

Provides access to the Agent Counter widget.

The Agent Counter widget displays the status of the of agents who are currently logged in to the agent application.

Agent List View, Zoom

Provides access to the Agent List widget, and if the users with this role can use the zoom functionality.

The Agent List widget shows a list of active, configured agents that are currently connected to the agent application.

Contact List On, Off

Provides access to the Contact List widget.

The Contact List widget provides comprehensive drill-down data of the contacts occurring within your system.

Contact States By Skill On, Off

Provides access to the Contact States By Skill widget.

The Contact States by Skill widget displays the current contacts that are active in the network, grouped by ACD skill.

Queue Counter On, Off

Provides access to the Queue Counter widget.

The Queue Counter widget displays the number of calls in queue and the longest time a contact has been waiting in the queue.

Service Level On, Off

Provides access to the Service Level widget.

The Service Level report generates the percentage of calls that reach the queue and meet the Service Level Threshold.

Skill Summary On, Off

Provides access to the Skill Summary widget.

The Skill Summary widget is a real-time tool that displays relevant ACD skill metrics.

Callbacks On, Off

Provides access to the Callback widget.

The Callback widget displays all callback interactions within the selected time frame and the status of each interaction.

Outbound Agent Performance On, Off

Provides access to the Outbound Agent Performance widget.

The Outbound Agent Performance widget displays a list of agents (based on filter settings) that are currently configured for outbound contacts within the agent application.

Agent Performance On, Off

Provides access to the Agent Performance widget.

The Agent Performance widget displays the percentage of time agents spent in each general state type.

Agent Performance By Hour On, Off

Provides access to the Agent Performance By Hour widget.

The Agent Performance by Hour widget displays the amount of time the selected agents spent in agent application state types throughout each hour of the day.

Other State Statistics On, Off

Provides access to the Other State Statistics widget.

Most of the historical widgets generate data for Agents, Agent Stats, Unavailable Stats, Contact Stats, and so forth. The Other State Statistics report generates data for other types of information.

Unavailable Statistics On, Off

Provides access to the Unavailable Statistics widget.

The Unavailable Statistics widget displays the percentage of agents who selected your different unavailable codes.

Dashboard Console View View, Administrator Enables users to view the dashboard in console view and to delete a dashboard.

Prebuilt Reports

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

Product/Feature

Available Permissions

Notes

Active Agents

ViewClosed 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 LogoutClosed Enables the Force Disconnect option on the Active Agents report.

Terminate AgentClosed Enables the Terminate option on the Active Agents report.

Active Contacts

View

Terminate ContactClosed Enables the Terminate option on the Active Contacts report.

Agent by Team On, Off
Agent Snapshot On, Off  
Agent Summary On, Off  
Agent Timecard On, Off
Agent Unavailable Time On, Off  
Categorized Interactions Report On, Off  
Billing Report On, Off  
Call Quality Explorer On, Off This report requires special training from CXone Support.
Campaign Performance On, Off  
Campaign Summary by Campaign On, Off  
Campaign Summary by Skill On, Off  
Configured Stations On, Off  
Contact History

Agent ViewClosed Users can see only the interactions they personally have handled.

Supervisor ViewClosed Users can see interactions handled by members of their assigned team.

 
Email Interruptions On, Off  
Empirix Data On, Off Enables users to both run the Call Quality Explorer report permission and view Empirix data.
Forced Agent Logout On, Off  
IVR Press Path On, Off  
Promise Keeper On, Off  
Skill by Campaign On, Off  
Skill Performance On, Off  
Skill Proficiencies Detail On, Off  
Skill Proficiencies Summary On, Off  
Supervisor Snapshot On, Off  
Team Unavailable Codes On, Off  

Custom Reports

Product/Feature

Available Permissions

Notes

Custom Reports

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

CreateClosed Users can create new entries for a feature or page.

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

Administrator

The Administrator permission allows a user to see all public and private reports available on the tenant, and also allows users to manage global custom report templates.
Categories

View, Edit, Create

DeactivateClosed Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.

 
Headers View, Edit, Create, Deactivate  
Schedules View, Edit, Create, Deactivate, Administrator The Administrator permission is for future use and has no functionality at this time.
SFTP Accounts View, Edit, Create, Deactivate  

Data Download

Product/Feature

Available Permissions

Data Download On, Off
Report Schedules

ViewClosed 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.

EditClosed Users can edit existing entries for a feature or page.

CreateClosed Users can create new entries for a feature or page.

DeactivateClosed Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.

Schedules Report On, Off

Outbound

Product/Feature

Available Permissions

Abandon Rate Compliance On, Off
Dialer Dispositions On, Off
Outbound Report Store

Agent ViewClosed Users can see only the interactions they personally have handled.

Supervisor ViewClosed Users can see interactions handled by members of their assigned team.

Manager ViewClosed Users can see all agent interactions.

Workforce Intelligence

Product/Feature

Available Permissions

Rule Action History On, Off
Rule Summary Report On, Off

Log Reader

This product is currently in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Product/Feature

Available Permissions

Log Reader On, Off