Views

Views control what employees are allowed to see. When you create a view, you specify which teams' data can be viewed by any employee assigned to the view. You can restrict access to data related to interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., roles, users, and hierarchies. User data includes employee information. Interaction data includes:

  • Call recordings.
  • Chat transcripts for interactions routed through the ACD.
  • Data from any digital channels in Digital Experience (DX).  

Additionally, you can restrict access to the folders in the NiCE CXone system where Studio scripts are stored.

Only employees you assign a view to have access to the data specified in the view. Each view can manage access to one type of data.

Scenario 1

Miss Bingley is a manager at the Hertfordshire contact center. After creating a new team called Longbourn, she wants to ensure that this new team can only view call recordings and chat transcripts from contacts or transfers they've handled. So, she creates a new view with the following settings:

  • Name: Longbourn Segments

  • Type: Interaction-Segment

  • Allows users to access all segments in the interaction for the selected teams/skills not enabled

  • Team: Longbourn

Then, Miss Bingley edits the employee profiles of everyone on the Longbourn team. In their profiles, she assigns them the new Longbourn Segments view. After doing so, those employees cannot view interaction data from other teams.

Scenario 2

Mr. Gardiner, the Quality Manager, needs access to all segments of contacts handled by the Netherfield team. These segments might include recordings and chat transcripts from contacts or transfers handled by other teams. Miss Bingley creates a new view with the following settings:

  • Name: Netherfield Contacts

  • Type: Interaction-Segment

  • Allows users to access all segments in the interaction for the selected teams/skills enabled

  • Team: Netherfield team

    • After she saves the view, Miss Bingley modifies Mr. Gardiner's profile and assigns him this new Netherfield Contacts view. Mr. Gardiner now has access to the entire contact of any segment handled by the Netherfield Contacts team.

Global View

The Global View is designed to enforce data accessibility for NiCE CXone Actions and Copilot for Supervisors. Users can request data using a natural language prompt. They will be able to query and access information based on set configurations.

Data access is restricted by Teams and Skills. This ensures users can only access data relevant to their assigned teams and skills as defined in the User Hub.

This feature provides a streamlined and secure way to manage data visibility. It ensures users have access only to the data they need.

Users can query data from supported NiCE CXone Suite applications without being affected by the restrictions of individual applications like QM, PM, and Interaction Analytics (CXone). However, querying data from Copilot for Supervisors and Actions depends solely on the Global View configuration.

Key Facts about Views

  • Views allow you to control which employees can view interactionClosed State that allows an agent to complete work requirements after finishing an interaction. data derived from other teams.
  • Views allow you to control which employees can view data about employees who are assigned to other teams.
  • If an employee has views assigned to them, they cannot view employees or data from other teams. This applies even if someone sends the employee an interaction, if they can see evaluations in My Zone > Quality Performance, or similar circumstances.
  • To restrict access to teams, their assigned employees or campaigns, and their assigned skills, restrict the ACD data access for the chosen role.

  • Views restrict the data your agents can see from your Digital Experience (DX) interactions.

  • Agents must log out and log back in to NiCE CXoneAgent Workspace (Agent)applications to see recent changes made to views.

  • The maximum number of teams or skills that can be configured for views in Interaction Analytics (CXone) is increased to support at least 500 views, allowing larger organizations to manage and analyze more teams or skills without impacting performance.