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.
Report Usage Notification	On, 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 reports in Reporting. There is a separate permission for each report.

Product/Feature	Available Permissions
Adherence Report	On, Off
Evaluations By Team Report	On, Off
Evaluations By Section and Question Report	On, Off
Time Utilization	On, Off
Evaluation Details Report	On, Off
Evaluation Question And Answer Details	On, Off
Evaluation Question Details Report	On, Off
Evaluator Analysis Report	On, Off
Enlighten AI Routing Summary	On, Off
Recording Activity Report	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 Report	On, Off
Calibration	On, Off
Evaluation Question and Answer Analysis Report	On, Off
Abandons by Skill	On, Off
CXone Billing	On, Off
Agent Contact History	On, Off
Campaign Summary	On, Off
Agent Behavior Insights	On, Off
BI Access Report	On, Off
WFM Intraday Report	On, Off
Digital Agent Contact Performance	On, Off
Contact States by Interval	On, Off
Callback Detail	On, Off
Skill Proficiency	On, Off
Agent Skill Assignment	On, Off
Analytics Metric Comparison	On, Off
Analytics Metric Trend	On, Off
CXone Coaching Transactional	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	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	View Terminate Contact 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 View Users can see only the interactions they personally have handled. Supervisor View 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	Enables users in Supervisor to force agents out of the agent application when needed.
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	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	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 Deactivate 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 includes the four individual permissions: View, Edit, Create, and Deactivate.
SFTP Accounts	View, Edit, Create, Deactivate

Data Download

Product/Feature	Available Permissions
Data Download	On, Off
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 and reactivate them again if necessary.
Schedules Report	On, Off

Product/Feature

Available Permissions

Data Download

On, Off

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 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 View Users can see only the interactions they personally have handled. Supervisor View Users can see interactions handled by members of their assigned team. Manager View Users can see all agent interactions.

Product/Feature

Available Permissions

Abandon Rate Compliance

On, Off

Dialer Dispositions

On, Off

Outbound Report Store

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

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

Manager View Users can see all agent interactions.