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

Adherence Report On, Off
Evaluations By Team On, Off
Evaluations By Section and Question On, Off
Time Utilization On, Off
Evaluation Details On, Off
Evaluation Question And Answer Details On, Off
Evaluation Question Details On, Off
Evaluator Analysis On, Off
Enlighten AI Routing Summary On, Off

Recording Activity

On, Off
List of Agents On, Off

Analytics Metric Statistics

On, Off

List of Skills On, Off
List of Teams On, Off
List of Unavailable Codes On, Off
Agent Contact Performance On, Off
List of Campaigns On, Off
Analytics Category Statistics On, Off
Real Time Interaction Guidance On, Off
Agent Session On, Off
Digital Messages On, Off
Coaching Workflow On, Off
Abandons by Skill On, Off
CXone Billing On, Off
Agent Contact History On, Off
Campaign Summary On, Off
Adherence Report On, Off
Agent Behavior Insights On, Off
Calibration On, Off
Evaluation Question and Answer Analysis On, Off
BI Access Report On, Off

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

 

Agent Counter On, Off

 

Agent List View, Zoom

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

Contact List On, Off

 

Contact States By Skill On, Off

 

Queue Counter On, Off

 

Queue Trend On, Off  
Service Level On, Off

 

Skill Summary On, Off

 

Callbacks On, Off

 

Outbound Agent Performance On, Off

 

Agent Performance On, Off

 

Agent Performance By Hour On, Off

 

Other State Statistics On, Off

 

Unavailable Statistics On, Off

 

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 prebuilt 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 Time Card On, Off
Agent Unavailable Time On, Off  
ASR Tuning 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

Workforce Intelligence

Product/Feature

Available Permissions

Rule Action History On, Off
Rule Summary 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.