CXone Supervisor Permissions

On, Off

Controls access to the CXone Supervisor application. This permission is typically assigned to all supervisors.

This permission is independent of the Launch Supervisor permission under the ACD Permissions > Supervisor. However, the CXone Supervisor application is accessible when either of the permissions is enabled.

To view employees, you'll need additional Admin permission. Go to Admin > Roles and Permissions > {Role} > Permission > Admin > General Permission. Select Employees: View.

On, Off

Controls whether a user can view and modify skills and proficiency scores for agents.

This permission is linked to the Skill Tab permission under the ACD Permissions > Supervisor. When you turn one on or off, the other permission would automatically change as well.

To manage skills, you'll need additional ACD and Admin permissions:

• To view skills, go to Admin > Roles and Permissions > {Role} > Permission > ACD > Contact Settings. Select Skills: View.

• To edit skills from Agents tab, go to Admin > Roles and Permissions > {Role} > Permission > Admin > General Permission. Select Employees: Edit.

• To edit skills from Skills tab, go to Admin > Roles and Permissions > {Role} > Permission > ACD > Contact Settings. Select Skills: Edit.

Monitor

Coach

Join

Take over

These permissions are linked to ACD monitoring permissions under the ACD Permissions > Supervisor. When you turn any of the monitoring permissions on or off, the other permissions would automatically change as well.

For screen monitoring, you must have CXone Recording Advanced and the agents must have ScreenAgent installed.

Controls whether a user can record a voice contact.

This permission is linked to the Record permission under the ACD Permissions > Supervisor. When you turn one on or off, the other permission would automatically change as well.

You must have CXone Recording Advanced. Agents must have the attribute Can be Recorded (Voice).

Controls whether user can continuously monitor an agent's interactions in CXone Supervisor.

This permission is linked to the Continuous Agent Monitoring permission under the ACD Permissions > Supervisor. When you turn one on or off, the other permission would automatically change as well.