ACD Permissions

You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured to use the NICE CXone ACD, you won't see these permissions.

For more information, see Roles.

Contact Settings

Product or Feature	Available Permissions	Notes
Campaigns	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page. Create Users can create new entries for a feature or page. Deactivate Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.
Chat Profiles	View, Edit, Create, Deactivate
Dispositions	View, Edit, Create, Deactivate
Hours of Operation	View, Edit, Create, Delete
Workflow Data	View, Edit, Create, Deactivate
Points of Contact	View, Edit, Create, Deactivate
Scripts	View, Edit, Create, Deactivate	These permissions apply to the script management feature in the ACD application, not to Studio.
Script Schedules	View, Edit, Create, Deactivate
Skills	View, User Assignment, Edit, Create, Deactivate	These permissions apply only to ACD skills. The Skills Edit permission enables users to access the entire skill record, except for the Users tab. The Skills User Assignment permission enables users to access skill user assignment throughout CXone. The Skills User Assignment permission does not currently support Supervisor. Supervisor uses the Skills Edit permission to control access to skills and user assignment.
Tags	View, Edit, Create, Deactivate
Users	View, Edit

ACD Dashboard Widgets

These permissions control user access to contact-related widgets in the Dashboard application. You must also have Dashboard permissions to see or edit these widgets.

Widget	Available Permissions
Agent Counter	On, Off
Agent List	On, Off
Contact List	On, Off
Contact States by Skill	On, Off
Queue Counter	On, Off
Service Level	On, Off
Skill Summary	On, Off
Unavailable Statistics	On, Off
Callback Requests	On, Off

To learn more about these widgets, see ACD Widgets Overview.

Outbound

These permissions control what users can do in the Personal Connection outbound dialer.

Product/Feature	Available Permissions	Notes
Can Edit AMD Tuning	On, Off	Enables users to edit the answering machine detection (AMD) tuning section of the CPA Management parameters page of a Personal Connection (PC) ACD skill. This permission may not display depending on your tenant configuration.
Can Edit Compliance Required Delivery	On, Off	Controls whether the Compliance Required Delivery Mode field is visible to users.
Dialer Manager	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page.	Enables users to access skill control for managing the organization's outbound strategy. Users with View permission can see the Skill Control page; users with Edit permission can see the page and flush the queue. Users cannot use the start/stop control on the page unless they also have the Can force-stop a skill permission.
Dialing by Proficiency	View, Edit	Allows users to enable and disable call delivery based, in part, on agent proficiency levels. You can change this setting at the skill level only. To enable or disable this feature at the tenant level, contact your account manager.
Can force-stop a skill	On, Off	Enables users to force an outbound skill to stop immediately.
Message Templates	View, Edit Create Users can create new entries for a feature or page., Deactivate Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.
Outbound Dialer		This permission set is for future use and has no functionality at this time.
SMS Skill Channel Settings	View, Edit	Enables users to access Proactive Email and Proactive SMS skill priorities on the Skill Channel Settings page.
SMS Registration Auto-Replies	View, Edit	Enables users to view and manage SMS Registration Auto-replies. Auto-replies are used with the Proactive SMS campaigns and can be customized when the Agentless feature is enabled for an SMS Registration.

Lists

Product/Feature	Available Permissions
Calling Lists	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page. Create Users can create new entries for a feature or page. Delete Users can delete entries for a feature or page when they are no longer needed. Download Users can download a list and see its contents.
Call Suppression	View, Edit, Create, Delete
Do Not Call (DNC) List	View, Edit, Create, Download

Product/Feature

Available Permissions

Calling Lists

View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions.

Edit Users can edit existing entries for a feature or page.

Create Users can create new entries for a feature or page.

Delete Users can delete entries for a feature or page when they are no longer needed.

Download Users can download a list and see its contents.

Call Suppression

View, Edit, Create, Delete

Do Not Call (DNC) List

View, Edit, Create, Download

ACD Settings

Product/Feature	Available Permissions	Notes
Address Books	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page. Create Users can create new entries for a feature or page. Delete Users can delete entries for a feature or page when they are no longer needed.	The Edit permission applies only to standard address books. Dynamic address books are updated by API connection to an external data source.
Agent Patterns	View, Edit, Create, Delete
Quick Replies	Use Agents can see and use quick replies from their agent application. Favorites Users can assign Favorites status to a quick reply. View, Edit, Create
Default Dialing Pattern	View, Edit
Station Profiles	View, Edit, Create, Delete
Stations	View, Edit, Create Deactivate Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.
Unavailable Codes	View, Edit, Create, Deactivate
SMS Registrations		This permission set is for future use and has no functionality at this time.
Locations	View, Edit, Create, Deactivate

ACD Configuration

Product/Feature	Available Permissions	Notes
Tenant Acceptable File Ext.	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page. Create Users can create new entries for a feature or page. Delete Users can delete entries for a feature or page when they are no longer needed.	Controls user access to accepted file extensions. You must also give users the External Business Unit permission so they can navigate to the Business Units feature.
Tenant Extensible Reports		This permission set is for future use and has no functionality at this time.
Business Unit Usage	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page.	Controls user access to the Usage tab on the Business Unit page in the ACD application.
Business Unit CXone Attendant	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page.	Controls user access to the CXone Attendant tab on the Business Unit page in the ACD application.
Business Unit Time Zones	View, Edit	You must also give users the External Business Unit permission so they can navigate to the Business Units feature.
DB Connector	View, Edit, Create Deactivate Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary. Delete
Agent Session Control via API	On, Off	CXone includes an Agent API that allows an API-invoked session to receive all of the events for the session of a target agent. The user invoking the API must have this permission set to On.
Direct Data Access	On, Off

Communications

Product/Feature	Available Permissions
Agent Messaging	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Create Users can create new entries for a feature or page. Delete Users can delete entries for a feature or page when they are no longer needed.
Skype for Business Connector	On, Off

Product/Feature

Available Permissions

Agent Messaging

View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions.

Create Users can create new entries for a feature or page.

Delete Users can delete entries for a feature or page when they are no longer needed.

Skype for Business Connector

On, Off

Storage

Product/Feature	Available Permissions	Notes
Browse ACD Files	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page. Create Users can create new entries for a feature or page. Delete Users can delete entries for a feature or page when they are no longer needed.	Controls user access to centralized, standard CXone file storage accessed from the Browse Files feature.

Product/Feature

Available Permissions

Notes

Browse ACD Files

View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions.

Edit Users can edit existing entries for a feature or page.

Create Users can create new entries for a feature or page.

Delete Users can delete entries for a feature or page when they are no longer needed.

Controls user access to centralized, standard CXone file storage accessed from the Browse Files feature.

Support

Product/Feature	Available Permissions	Notes
Agent Issues	View, Close	Users with the View permission can see, filter, and export issues that agents have reported. Users with the Close permission can also close and archive issues.
Software Updates	On, Off	Allows users to download software updates from the Support feature. CXone cloud software is updated automatically according to a release schedule and with advance notice to users. However, at times users may need to download an update to Studio or other ACD-related applications. Access to other CXone applications is controlled by the Can access Support downloads permission.

Agent Visibility

Product/Feature	Available Permissions	Notes
Hide Agent Caller ID	On, Off	Hides the agent caller ID from all reports that offer performance-related metrics.
Hide Agent Identity Information	On, Off	Hides the agent name and ID from all reports that offer performance-related metrics. Also hides agent status and identity in the Supervisor dashboard and shows the agent as never having logged in.
Hide Agent Phone Number	On, Off	Hides the agent phone number from all reports that offer performance-related metrics.
Hide Agent Presence	On, Off	Hides agent presence from the address book.

MAX (Agent Interface)

These permissions control what users are allowed to do in agent applications. Permissions apply to both MAX and Agent for Salesforce unless otherwise noted.

Product or Feature	Available Permissions	Notes
Launch MAX	On, Off	Controls whether the agent can see the MAX icon and launch the application. This icon is accessed by clicking the grid in the upper right corner of the CXone screen.
Set Phone Number	On, Off	Enables agents to manually enter a telephone number when they log in to MAX. The phone number is then linked to the integrated MAX softphone. This permission works together with the Integrated Softphone permission. If you use Agent for Salesforce, you must enable this permission for your agents to see the Set Phone Number login option in their agent interface.
Integrated Softphone	On, Off	Enables the integrated softphone in MAX. To use this feature, agents must also have the Set Station ID permission, the Set Phone Number permission, or both. Agent for Salesforce and Agent for Oracle Service Cloud have their own separate permissions for this.
Integrated Softphone: Auto-Accept	Enable, Agent Config	Enables Administrators to suppress the Auto-Accept functionality in MAX. There are three configuration possibilities with the two settings: Enable off: Auto-Accept is forced off. Enable on, Agent Config off: Auto-Accept is forced on. Enable on, Agent Config on: Auto-Accept defaults to on and the agent has the toggle available. To use this feature, agents must also have the Integrated Softphone permission.
Set Station ID	On, Off	Enables agents to manually enter a station ID when they log in. The station is then linked to the integrated MAX softphone. This permission works together with the Integrated Softphone permission. If you use Agent for Salesforce, you must enable this permission for your agents to see the Set Station ID login option in their agent interface.
Masking	On, Off	Enables agents to trigger masking during a call that is being recorded.
Multiparty Conferencing	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page.	Controls access in 2 locations: The Maximum Number of Conference Parties setting on the Business Unit Details tab in the Admin application. The multiparty conferencing feature must be enabled for your tenant, and users must also have the External Business Unit Edit permission. Determines if the individual MAX agent (with this permission) has access to multiparty conferencing. If the agent lacks the View permission, they are limited to conferencing 2 additional parties
Hide Create Commitments	On, Off	Hides the ability for agents to create commitments. The default is Off meaning that the agent can create commitments.
Hide Inbound Hangup	On, Off	When enabled, this setting prevents the agent from seeing the Hangup button in an inbound call. The default is Off.
Logout with MAX Closure	On, Off	When enabled, this setting logs the agent out of MAX when they close the MAX window. The default is Off.
Mute	On, Off	Enables agents using MAX to mute themselves while on a call.
Record Contact	On, Off	Enables agents to record a voice (phone) interaction.
SMS	On, Off	Enables agents using MAX to receive and respond to SMS (text) messages using CXone Messaging. If your organization uses work items for Inbound/Manual Outbound SMS, or uses CXone Messaging in Digital First Omnichannel, this permission is not necessary.

Supervisor

These permissions control what users can do in the Supervisor application.

Product/Feature	Available Permissions	Notes
Agent Tab	On, Off	Allows users to access controls at the Agent Tab level.
Call Recording Playback Access	On, Off	Enables users to play calls that were recorded using Supervisor from the Contact History Report.
Call Recording Download	On, Off	Enables users to download calls recorded using Supervisor from the Contact History Report.
Launch Supervisor	On, Off	Controls whether the user can see the Supervisor icon and launch the application. This icon is accessed by clicking the grid in the upper right corner of the CXone screen.
Monitoring	Monitor Users can discreetly listen to an agent's active voice conversation. This foundation permission must be explicitly granted to any user with one or more of the other permissions for this feature. Coach Users can enter an agent's active voice conversation and speak so that only the agent can hear. Barge Users can enter an agent's active voice conversation and speak so that the agent and contact can hear. Take Over Users can take over an agent's active voice conversation, removing the agent from the call completely.	Controls user access to monitoring actions. Users with the Take Over permission must also have MAX permissions or the functionality will not work correctly.
Record	On, Off	Enables users to trigger recording of an agent's call.
Skill Tab	On, Off	Allows users to access controls at the Skill Tab level.

Studio

These permissions control what users can do in the Studio scripting application. To launch Studio from CXone, users must have at least one of these permissions: File Browser>View, Record Prompts>On, or Studio Scripts>View.

Product/Feature	Available Permissions	Notes
File Browser	View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. Edit Users can edit existing entries for a feature or page. Create Users can create new entries for a feature or page. Delete Users can delete entries for a feature or page when they are no longer needed.
Record Prompts	On, Off	Enables users to record prompts and other audio files in the Studio prompt manager.
Studio Scripts	View Debug Users can debug scripts. Imp/Exp Users can import scripts from other sources, and export scripts created in Studio for use in other applications. Combination Create/Edit permission Deactivate Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary. Lock Override Users can override the lock Studio places on a script while it is being edited.	Controls the actions users can perform in regard to scripts.

Product/Feature

Available Permissions

Notes

File Browser

View Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions.

Edit Users can edit existing entries for a feature or page.

Create Users can create new entries for a feature or page.

Delete Users can delete entries for a feature or page when they are no longer needed.

Record Prompts

On, Off

Enables users to record prompts and other audio files in the Studio prompt manager.

Studio Scripts

View

Debug Users can debug scripts.

Imp/Exp Users can import scripts from other sources, and export scripts created in Studio for use in other applications.

Combination Create/Edit permission

Deactivate Users can deactivate entries for a feature or page when they are no longer needed and reactivate them again if necessary.

Lock Override Users can override the lock Studio places on a script while it is being edited.

Controls the actions users can perform in regard to scripts.

Agent for Salesforce

Product/Feature	Available Permissions	Notes
Integrated Softphone	On, Off	When logging into Agent for Salesforce, agents do not see Integrated Softphone as a login option unless this permission is enabled.

Digital Engagement

Product/Feature	Available Permissions	Notes
Care Module	On, Off	Controls whether an agent can use the Digital First Omnichannel workspace in MAX to handle digital cases.
Reports Module	On, Off	Controls whether a user can access the Reports module in the Digital First Omnichannel application. Users must have this permission, the Settings Module permission, or both to launch the Digital First Omnichannel application from the grid icon in CXone.
Settings Module	On, Off	Controls whether a user can access the Settings module in the Digital First Omnichannel application. Users must have this permission, the Reports Module permission, or both to launch the Digital First Omnichannel application from the grid icon in CXone.
CRM Module	On, Off	Controls whether an agent can use the Digital First Omnichannel workspace in MAX to view customer cards and other customer information.
Create Dashboard and Widgets	On, Off	Allows users with the Reports Module permission to create private dashboards and widgets, and to share them with other users.
Cluster Report Settings	On, Off
Create My Views	On, Off	Allows users with the Care Module permission to create personalized views in the Digital First Omnichannel workspace in MAX.
Search in Posts	On, Off	Allows you to control whether a role can search in posts in the Digital First Omnichannel workspace in MAX.
Search in Customers	On, Off	Allows you to control whether a role can search for customers in the Digital First Omnichannel workspace in MAX.
Search in Cases	On, Off	Allows you to control whether a role can search for cases in the Digital First Omnichannel workspace in MAX.
Search in Messages	On, Off	Allows you to control whether a role can search for messages in the Digital First Omnichannel workspace in MAX.
User and Role Settings	On, Off
Intelligent Routing Settings	On, Off
Team Settings	On, Off
Business Hours	On, Off
Channels Settings	On, Off
Custom Fields Settings	On, Off	Allows you to edit custom fields.
Agents Settings	On, Off	If this permission is turned off, the Users section of the left menu does not display on Settings page in the Digital First Omnichannel web portal.
Email Alert Settings	On, Off
Tags Settings	On, Off
Account Settings	On, Off
Security Settings	On, Off
Knowledge Base	On, Off
API Access	On, Off
SLA Settings	On, Off
User Statuses	On, Off
Live Chat Settings	On, Off
Satisfaction Surveys	On, Off
Intelligent Routing Queues	On, Off
Automation	On, Off
Push Updates	On, Off
CXone Bot Builder	On, Off	Controls whether a user can access CXone Bot Builder in the Digital First Omnichannel application. This feature is in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Agent for Oracle Service Cloud

Product/Feature	Available Permissions
Agent for Oracle Service Cloud	On, Off
Integrated Softphone	On, Off