Manage Tenants

Tenant Management (TM) is an administrative application that enables business partners to support their own tenants and customers.

Using TM, you can view the applications and features available to your tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. You can also impersonate your tenants to provide technical support. Only NICE CXone users can create a tenant or turn features on or off for a tenant. Contact your partner account manager for help.

Tenants can have parent-child-grandchild relationships. When viewing a tenant, the Child Tenant tab displays that tenant's children. Parent tenants can impersonate their child tenants to provide support. Tenants can view information for their grandchild tenants but cannot impersonate them. As an administrator creating or viewing a tenant, the Parent drop-down allows you to select a parent, if applicable.

View Tenant Details

Required role: TM Admin

In the dashboard that appears above the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment list on the Tenants page, you can view the following details about your tenants:

  • Total Users
  • Billable Users
  • User counts for each of the applications licensed to the tenants

Details about using this page:

  • Click and drag the column title to reorder the columns.
  • The Converted Tenant column indicates whether the tenant has been migrated from Central to CXone.
  • Click a row to view and manage more details of that particular tenant.
  • To view details of a tenant in the dashboard above the table, click the Show Data button on that tenant's row.

Configure a Tenant

Required role: TM Admin or Implementation Partner TM Admin

Impersonate & Configure allows you to impersonate any tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment associated with your partner account. You can use your elevated permissions to do things for them that they are unable to do. The tenants with the status Central are not editable.

  1. In the left navigation menu, click Tenants.
  2. Click the tenant you want to configure.
  3. On the upper right portion of the Tenants page, click the Action icon (indicated by three vertical dots), and then select Impersonate & Configure.
  4. Configure the tenant as needed.
  5. When you are done, click Stop in the message at the top of the page.

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

Support a Tenant

Required role: TM Admin or Implementation Partner TM Admin

Using the Use Impersonation option allows you to impersonate any tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment associated with your partner account. You can do things for the tenant as if you were the tenant administrator.

  1. In the left navigation menu, click Tenants.
  2. Select the tenant you want to configure.
  3. On the upper right portion of the Tenant page, click the Action icon (indicated by three vertical dots), and then select Impersonate & Support.
  4. Provide needed support for the tenant.
  5. When you are done, click Stop in the message at the top of the page.

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

Support a Child Tenant Through the Admin Menu

Required role: Parent Tenant Administrator

The Parent Tenant Administrator role allows you to impersonate child tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. It can used as a primary role or a secondary role. This role is automatically created when you:

  • create the first child for a tenant.
  • assign the TM license to the parent tenant.
  1. Log in to CXone.
  2. Click the app selector and select Admin.
  3. Click TM.
  4. In the list of the Child Tenants, click the child tenant you want to support.
  5. When the Tenants page for the child tenant opens, click the Settings button and select Impersonate & Support or Impersonate & Configure.
  6. Perform any actions needed to support the child tenant and stop impersonating when you're done.

Applications and Configurations for Tenants

Only internal NICE CXone users have the ability to manage applications and configurations for tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. However, you can view complete information about the applications and features your tenants are enabled to use.

Application name Features Configuration settings
ACD

This application includes much of the functionality associated with the base CXone communications platform. Features are grouped into these categories:

  • Core
  • CXone Reporting, Data, and Dashboards
  • CXone Agent
  • CXone Studio
  • WEM
  • CXone Attendant
No settings
Adapters Enable the adapters such as Presence Sync and Directory Sync for your application. Presence Sync allows you to sync agent states between ACD and your application. Directory Sync allows agents to use MAX to consult their contacts from other applications, such as Microsoft Teams.
  • Adapters Features: The adapters you can enable for presence sync and directory sync.

  • Directory Sync Settings: The presence look-up applications you can use to sync agent states between ACD and your selected applications.

Analytics Interaction Analytics

If the tenant uses Interaction Analytics with CXone Recording, you must select Recording Advanced and enable stereo recording. Go to Tenants > Applications & Features > Recording > Recording Mode and select Recording Advanced and Stereo.

Select either Interaction Analytics Advanced or Interaction Analytics Premium. Using Enlighten metrics with Interaction Analytics requires Premium.

No settings
Automation Studio Automation Studio; this feature should never be enabled for a production tenant. No settings
Engagement Manager You can switch on Engagement Manager for a tenant configured with IEX WFM Integrated 7.2.9 or 7.3.1 or later and using the CXone ACD. Engagement Manager provides a mobile app for viewing the schedules and receiving notifications. No settings
Partners

Controls the applications available in Monitoring Gateway:

  • Voice Diagnostics
  • Log Reader
  • Self-Service Port Management
  • POC Provisioning
  • Voice Quality Metrics
Voice Diagnostics: Enter the Empirix data specific to the tenant.
Enlighten AI Routing If Enlighten AI Routing is enabled, the Voice feature will be enabled. It is the only feature with this application. ACD Integration: Choose the integration that Enlighten AI Routing should use for your tenant.
Platform Services

For Cloud Storage Services, select the following flags to give access to the tenant:

  • Adv. Storage for ACD Recordings—Select Adv. Storage For ACD Recordings to upload all your files (from file server) to cloud storage. Disable this option to store all your files in the file server.
  • Custom Storage—Select Custom Storage to make it available on the Storage Settings page.
  • Custom KMS—Select Custom KMS to make it available on the Storage Settings page.
  • Dispositions—Select Dispositions to enable disposition-based TTLClosed The period of time these interactions are retained and the timing of their deletion. You define the TTL settings for your interactions. rules.

    The disposition-based TTL feature is currently in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

  • Litigation Hold—Select Litigation Hold to enable the Search page.

    The litigation hold feature is currently in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Cloud Storage Services is available by default to all CXone users.

Select Custom Storage and Custom KMS to make them available on the Storage Settings page.

For Data Share, select the Data Share option.

No settings
CXone QM
  • CXone QM—Includes the core quality assessment capabilities, such as evaluation forms, plans, and monitoring views to evaluate agent interactions.

  • CXone QM Advanced—Includes all CXone QM license features and analytics capabilities that provide additional insight into agent performance using categories
  • CXone QM Premium— Includes all CXone QM license features and additional agent behavior insight capabilities. To access the features with this license, the tenant must have both the CXone QM Advanced and CXone QM Premium licenses enabled.

If you are using CXone QM with CXone Recording, you must select Recording Advanced. Go to Tenants > Applications & Features > Recording and select Recording Advanced.

If you are using CXone QM Advanced with CXone Recording, you must select Recording Advanced and enable stereo mode. Go to Tenants > Applications & Features > Recording and select Recording Advanced and Stereo.

Recording Source—Select from the drop-down of applications you can use with CXone QM.
CXone Recording

Recording options:

  • Recording Advanced—Select this license for voice and screen recording.

    If the tenant uses CXone QM or Interaction Analytics with CXone Recording, you must select Recording Advanced.

  • Recording—Select this license for voice recording only.

  • Recordings from External Source—Select this license for importing NICE Engage voice and screen recordings to CXone using CXone AppLink.

  • Recordings from External Source - CXone Open—Select this license to use CXone Multi-ACD (CXone Open) (CXone recording and business applications with third-party telephony systems).

  • Side-by-Side Recording – Select this license for using voice and screen recordings from both NICE Engage recording (External Source) and CXone recording (Recording Advanced).

  • Side-by-Side Recording – CXone Open—Select this license to use CXone recording (Recording Advanced) and CXone Multi-ACD (CXone Open).

Recording Mode: Select either stereo or mono. If the tenant uses CXone QM Advanced or Interaction Analytics with CXone Recording, you must select Recording Advanced and Stereo.

Reporting If Reporting is enabled, the Custom Reports feature will be enabled. It is the only feature with this application. No settings
Feedback Management If Feedback Management is enabled, the Feedback Management feature will be enabled. It is the only feature with this application. No settings
SSA If SSA is enabled, the Self-Service Insights feature will be enabled. It is the only feature with this application. No settings
CXone Supervisor
  • CXone Supervisor: Select this for the CXone Supervisor features.

  • CXone Supervisor CSAT: This license is available for organizations with the Enlighten AI CSAT package. When enabled, the Urgent Assist feature in the CXone Supervisor application will be enabled.

No settings
WFI Workforce Intelligence No settings
CXone WFM CXone Workforce Management

ACD Integration — Select from the drop-down of supported ACD integrations.

X-Sight AI

The following features are available:

  • Data Exploration
    • SAM
    • IFM
  • Visual Analytics
    • AML Reports
    • FRAUD Reports
    • Quarterly Review Snapshots
    • Market Insights Report
  • Project Workspace
No settings
Enlighten AutoSummary If Enlighten AutoSummary is enabled, the Enlighten AutoSummary and Intent Builder applications will be enabled and will be visible under the CXone Applications menu. No Settings

Enter Tenant Ownership Information

The Ownership tab in the Tenant profile allows you to save ownership information.

  1. In CXone, click the app selector and select TM.
  2. In the left navigation menu, click Tenants.
  3. Select the tenant you want to configure.
  4. Click Ownership.
  5. Enter the owner's name and email.
  6. Select the owner's Type and Line of Business from the drop-downs.
  7. Click Save.