Use Impersonation

If you have access to Tenant Management (TM), impersonation lets you assist another user or configure another tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.. This is typically done by implementation or support personnel.

  • Percy Blakeney, a NiCE CXone internal administrator for Classics, Inc., is setting up a new partner, the League of the Scarlet Pimpernel (LSP), in TM. To create a user account for the partner administrative user, Dewhurst, Percy must impersonate the LSP partner account.
  • Dewhurst wants to create NiCE CXone tenants for the LSP affiliate offices in several cities. To apply the correct branding profile to each of these tenants, Dewhurst must impersonate the tenant accounts.
  • Marguerite, a support representative in the LSP home office, receives a call from Chauvelin, a monitor in the LSP affiliate in Paris. Chauvelin is having trouble setting up an outbound phone skill for his recruiting efforts. To help him configure the skill, Marguerite impersonates the Paris LSP tenant account.

As a partner administrator, you can support your tenants, like the third example. The first two examples show how your NiCE CXone partner support team can support you.

Tenant Impersonation

There are two types of impersonation on the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. level:

  • Impersonate & Configure: Opens the tenant account to the Internal Admin > Business Units page in the Omnichannel Routing (ACD) application. This lets you configure a tenant. Once created, these entities are available to the tenant administrator.
  • Impersonate & Support: Opens the tenant account to the Employees page in the Adminapplication. This lets you act as an administrator within a tenant account to provide support to the tenant.

Impersonation uses an account called Impersonated Admin, with a role that is specific only to that account. Neither the account nor the role are shown in the Tenant Management user interface. The permissions associated with the role cannot be changed.

Impersonate a Tenant

When you are impersonating a tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system., this message appears at the top of the screen: "You are currently impersonating Impersonated Admin on tenant [TenantName]"

  1. Click to open the tenant you want to support.

  2. On the Tenant page, click the Action icon (indicated by three vertical dots), and select Impersonate & Support or Impersonate & Configure. If the impersonation options do not appear for you, a TM Admin or implementation manager may have disabled the features for security reasons.

  3. Perform any actions you need to perform in order to support the tenant.

  4. In the impersonation message at the top of the screen, click Stop to return to the Tenant Management application.

The impersonation message may not appear in all NiCE CXone applications. If you want to stop impersonating and do not see the message on the current screen, navigate to the Admin application and then click Stop.