Unless otherwise noted, information on this help page applies only to CXone Studio.
You can protect the security of your scripts by:
- Limiting access to the ACD Scripts page with permissions.
- Using development workflow stages in CXone Studio.
- Limiting access to scripts according to their development stage using permissions. Studio permissions enable you to allow or restrict Studio users' ability to see, create and edit, or promote scripts to each of the workflow stages.
- Using views
Allow you to control the information users can see in CXone. to limit access to organization folders in Desktop Studio and CXone Studio. - Using a third-party version control system with your scripts in CXone Studio.
Development workflows and integrating a version control system with CXone Studio are currently part of a Controlled Release (CR) program. If you are not part of the CR group and would like more information, contact your CXone Account Representative.
Studio Permissions
Studio has permissions that allow you to control:
- Interaction with scripts via the ACD Scripts page.
- Access to script scheduling.
- Interaction with files on the Files tab in Desktop Studio.
- Recording prompts in Desktop Studio.
- What users can do with scripts in Desktop Studio or CXone Studio.
- Access to the Development Workflow page in CXone Studio.
- Access to and interaction with scripts in each of the development workflow stage folders in CXone Studio:
Coordination of Views and Permissions
Views Allow you to control the information users can see in CXone. and permissions must be coordinated. Views take precedence over permissions. For example, a user with a role that has permission to create and edit scripts in the development stage, but a view that doesn't allow access to the organization's folder, the user won't be able to work in the development folder.
By combining views with permissions, you can control access to scripts according to development stage and organization. In Studio, organizations allow you to use separate version control repositories for different teams or lines of business in your company. To increase security, you can assign views to the users who work with scripts in each organization. When you create a view for a Studio folder, only users that you assign that view to can see the folder in CXone Studio.
In an organization, subfolders inherit the view restrictions from the top-level organization folder. You can create views for subfolders if you want to further restrict access to certain scripts. However, adding views to subfolders can make troubleshooting access-related issues more difficult.
Winnie Le Pooh is the Classics, Inc. Studio administrator. Classics, Inc. recently opened a new division, ClassTexts, which provides textbooks to university students. To keep scripts from each division separate, Winnie creates a new ClassTexts organization in Studio and a ClassTexts folder to hold the division's scripts. He then assigns the organization its own GitHub repository for version control.
Next, Winnie creates a script folder view for the ClassTexts folder and assigns it to all of ClassTexts division employees who might need access to the scripts. This includes technical support representatives and account managers as well as script writers.
Finally, Winnie assigns CXone roles to the ClassTexts employees according to their function:
- The team manager and lead scripter have a role that gives them Create/Edit, Deactivate, and Promote To permissions for all four development stage folders.
- The senior scripter is assigned a role that grants Create/Edit, Deactivate, and Promote To permissions to all folders except Prod.
- The remaining scripter is assigned a role that grants only Create/Edit access to the Development and Testing folders.
- The CXone administrators who work with ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge have a role that grants them View permissions to the Pre-Deployment and Prod folders. This allows the administrators to see the available scripts when assigning them to skills.
In this way, Winnie effectively uses views and permissions to provide a high level of security for the ClassTexts and Classics scripts.