Manage Tenants

CXone Mpower 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 Mpower environment. You can also impersonate your tenants to provide technical support. Only NICE 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

Screenshot of the Tenant Details table.

In the dashboard that appears above the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower 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 Mpower.
  • 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 Mpower 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 iconIcon of three dots stacked veritically., 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 Mpower 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.

Typical System Behavior:

  • System Type Selection: The system type can only be chosen during the creation of a new tenant and is set to Standard by default.

  • Modification Restriction: Once created, the system type option is disabled and cannot be changed during updates to this tenant.

  • Known Limitation: If side-by-side recording permissions are added during a tenant update, there is currently no option to change the system type.

Support a Tenant

Required role: TM Admin or Implementation Partner TM Admin

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 Mpower 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 iconIcon of three dots stacked veritically., 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 Mpower 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 Mpower 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 Mpower.
  2. Click the app selector icon of 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 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 Mpower environment. However, you can view complete information about the applications and features your tenants are enabled to use.

Application Name in Tenant Management Features Configuration settings
ACD

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

  • Core: Essential features such as contact handling.
  • CXone Mpower Reporting, Data, and Dashboards: Features such as Performance Management, custom reporting, and Elastic Call Queuing.
  • Agent Applications: Applications for agent use in CXone Mpower.
  • CXone Mpower Studio: Enables features accessible via Desktop Studio and Studio.
  • NICE WEM Integrated: Allows you to enable one or more of the listed integrations.
  • Attendant: Options for Attendant.
  • Advanced Routing Features:  Features for advanced routing, such as multiple attributes.
No settings.
ActOne Features for the ActOne application. No settings.
Adapters Enable the adapters for Presence Sync and Directory Sync. 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.

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

Analytics Enables Interaction Analytics.

If the tenant uses Interaction Analytics with 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 CXone Mpower metrics with Interaction Analytics requires Premium.

 No settings.
Analytics Models

Enables behavioral models for use in CXone Mpower: 

  • Customer satisfaction.
  • Sales effectiveness.
 No settings.
NEVA Studio Enables NEVA Studio. No settings.
Bot Builder Enables Bot Builder. No settings.
Dashboard (New) Enables Dashboard. No settings.
Coaching Enables Coaching. No settings.
Supervisor

  • Supervisor: Select this for the Supervisor features.

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

  • Copilot for Supervisors: This license is available for organizations with CXone Mpower AI package. When enabled, the Alerts insights feature in Supervisor will be enabled.

    This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your Account Representative.

  
Legacy Dashboard Enables the legacy Legacy Dashboard application  
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 Mpower ACD. Engagement Manager provides a mobile app for viewing the schedules and receiving notifications. No settings
Actions Enables CXone Mpower Actions. No settings.
AutoSummary If AutoSummary is enabled, the AutoSummaryand Ontology Studio applications will be enabled and will be visible under the CXone Mpower Applications menu. No settings.
Expert Enables Expert. Expert Hostname: Enter the hostname for the tenant's instances of Expert
Guide Enables engagement rules for Guide. No settings.
Interactions Hub

Controls the applications available in Interactions Hub:

  • Data Policies

This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your Account Representative.

 No settings
CXone Mpower Desktop Discovery (Formerly NEVA)

Enables CXone Mpower Desktop Discovery (Formerly NEVA) and allows selection of the following features: 

  • CXone Mpower Desktop Discovery (Hybrid)
  • CXone Mpower Desktop Discovery Client
  • Desktop Discovery
  • NEVA for Compliance
 
Monitoring Gateway

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.
AI Routing If CXone Mpower AI Routing is enabled, the Voice feature will be enabled. It is the only feature with this application. ACD Integration: Choose the integration that AI Routing should use for your tenant.
Performance Management (New) Enables Performance Management. No settings.
Platform Services

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

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

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

For Data Share, select the Data Share option.

For Data Streams, select the Data Streams option. You can opt to enable IVR Log.

Cloud Data Share: Select whether the tenant uses the CXone Mpower Snowflake account or their own.
QM

Enables Quality Management:

  • QM: Includes the core quality assessment capabilities, such as evaluation forms, plans, and monitoring views to evaluate agent interactions.

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

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

If you are using QM Advanced with 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 QM.
Recording

Recording options

License options:

  • Recording Advanced, the following features are available:

    • CXone Mpower ACD (Voice) calls recording. Select this license for voice and screen recording.

    • Store & Forward.  Select this license for importing voice and screen recording, and other supported interactions to CXone Mpower using AppLink (NICE Engage), LiveVox, Playvox and other future integrations. If selected, choose at least one integration.

    • Third Party Telephony Providers. Select this license when using Multi-ACD (Open) and select the telephony providers of the third-party telephony systems either Avaya, Cisco or other future integrations. If selected, choose at least one vendor.

    • Screen Recording: Select Screen Recording to enable screen recording for CXone MpowerACD and/or Multi-ACD (Open).

    • Screen Recording Advanced: Select Screen Recording and Screen Recording – Advanced to enable the ScreenAgent Manager application on top of screen recording features for CXone Mpower ACD and/or Multi-ACD (Open).

      • If you need to use more than one of the above recording methods, select all the relevant options for side-by-side recording.

  • Recording Basic: Select this license for voice recording only (no option to use QM/IA).

  • Migrated Calls: Select this license for migrating historical call data into CXone Mpower using Migrated Calls solution.

Recording Mode: Select either stereo or mono.

  • If the tenant uses QM Advanced or Interaction Analytics with Recording, you must:

    • Select Recording Advanced and Stereo.

    • For Systems Type, select between Standard and Lab.

  • The following system restrictions apply:

    • System Type Selection: The system type can only be chosen during the creation of a new tenant and is set to Standard by default.

    • Modification Restriction: Once created, the system type option is disabled and cannot be changed during updates to this tenant.

    • Known Limitation: If side-by-side recording permissions are added during a tenant update, there is currently no option to change the system type.
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. Feedback Management Settings: Enter the URL for the tenant's instance of Feedback Management.
SSA If SSA is enabled, the Self-Service Analytics feature will be enabled. It is the only feature with this application. No settings
WFI Enables Workforce Intelligence. No settings
WFM Enables Workforce Management.

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

X-Sight 

Enables features for X-Sight in the following categories: 

  • X-Sight Core
  • X-Sight Entitlements
  • External Data Enrichment
  • Security
  • X-Sight Commons
  • File Upload
  • Aggregations
  • SAM Analytics Models
  • Fraud Analytics Models
  • Entity Risk Analytics Models
  • Entity Risk Scoring
  • Lists
  • Business Metrics
  • Business Configurations
  • ML Features
  • ML Models
  • Data Mapping
  • Data Prioritization
 No settings.
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.
Agent Integrations

Enables the following features for Agent applications: 

These settings apply to: Agent, Agent Embedded, Agent Integrated. and Agent for Microsoft Teams.

No settings.
Automation & AI

Enables the following features: 

  • Automation & AI: Enables the visibility of the Automation & AI page in CXone Mpower.
  • Connect Auth: Enables the use of the CONNECTAUTH Studio action. This action is used with Integration Hub.
  • Connect Request: Allows the use of the CONNECTREQUEST Studio action. This action is used with Integration Hub.
 No settings.

Enter Tenant Ownership Information

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

  1. In CXone Mpower, 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.

ACD integration in CXone Mpower WFM Configuration

Follow the instructions here to configure ACD in CXone Mpower WFM.

To configure an ACD with CXone Mpower WFM

  1. Click the app selector and select TM. The TM page displays a list of all existing tenants.

  2. Select the tenant for which you are configuring the WFM application. If the tenant is new, click New Tenant on the TM page.

  3. Navigate to the Applications & Features tab.

  4. Locate WFM. Enable the toggle associated with it.

  5. Click on Settings.

  6. In the settings dialog box, click Next.

  7. Choose the type of ACD from the ACD Integration dropdown.

    1. Choose InContact ACD if you want to integrate the CXone Mpower ACD.

    2. For non-CXone Mpower ACDs, select Third-Party ACD.

      In case you are integrating a third-party ACD, enter the ACD’s Name and, optionally, its version.

  8. Click Finish to complete the configuration.