Reporting Permissions

You must have appropriate permissions to see the navigation for the Roles & Permissions feature. These permissions apply only to ACD reports; if your organization isn't configured to use the CXone ACD, you won't see these permissions.

For more information, see Roles.

General BI Permissions

These permissions control general user access to the advanced business intelligence reports in Reporting. In addition, you must enable specific report permissions for each separate report.

Product/Feature	Available Permissions	Notes
Report Viewer	On, Off	This general permission must be enabled to view any of the BI reports.

BI Reports

These permissions control user access to the different business intelligence reports in Reporting. There is a separate permission for each report.

Product/Feature	Available Permissions	Notes
Adherence Report	On, Off	The Adherence report is a great way to see how well your employees are adhering to their schedules.
Agent Behavior Insights	On, Off	Enables users to view the Agent Behavior Insights report in the report viewer. This report displays behavior insights for agents and their associated interactions. It also includes a summarized score at the team level.
Analytics Metric Statistics	On, Off	Enables users to view the IA Analytics Metric Statistics report in the report viewer. This report displays metric statistics for teams and agents for interactions within a selected dataset.
Evaluations By Section and Question	On, Off	Enables users to view the QM Evaluations by Section and Question report in the report viewer. This report displays evaluation data by the average scores on the different sections and questions in forms.
Evaluations By Team	On, Off	Enables users to view the QM Evaluations by Team report in the report viewer. This report displays evaluation data for both teams and agents, including averages and trends.
Evaluation Details	On, Off	Enables users to view the QM Evaluation Details report in the report viewer. This report provides a complete table of all raw evaluation data.
Evaluation Question Details	On, Off	Enables users to view the QM Evaluation Question Details report in the report viewer. This report displays questions from evaluation forms and all of their associated data.
Evaluation Question And Answer Details	On, Off	The Evaluation Question and Answer Details report displays a table with every question answered by an evaluator, along with their answers. This can help you gain evaluation insights for your team across several channels.
Evaluator Analysis	On, Off	Enables users to view the QM Evaluator Analysis report in the report viewer. This report displays evaluator data, including their progress, rate of completion, and associated evaluations.
Enlighten AI Routing Summary	On, Off	Enables users to view the Enlighten AI Routing Summary report in the report viewer. This report displays Enlighten AI Routing data, such as seconds saved per call, and contextual data, such as call volume and influence rates.
List of Agents Report	On, Off	A filterable, in-depth view of all agents in your in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. This report provides a variety of data for each agent, such as personal information, information for their user account and role in your organization, and also performance details like refusal timeouts.
List of Campaigns Report	On, Off	A filterable table view of all of the created campaigns in your tenant.
List of Skills Report	On, Off	A filterable, in-depth view of all ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge configurations in your tenant.
List of Teams Report	On, Off	A filterable, in-depth view of all teams created in your tenant.
List of Unavailable Codes Report	On, Off	A filterable, in-depth view of both default and custom unavailable codes in your tenant. Unavailable codes are the unavailable states for your agents can select.
Real Time Interaction Guidance Report	On, Off	Allows you to view status and trend information with Real-Time Interaction Guidance.
Recording Activity	On, Off	Enables users to view the Recording Activity report in the report viewer. This report displays recording metrics by channel, direction, recording status, skill, and team.
WFM Adherence	On, Off	Enables users to view the WFM Adherence Report in the report viewer. This report displays agent schedule adherence metrics and provides root cause analysis.
WFM Time Utilization	On, Off	Enables users to view the WFM Time Utilization Report in the report viewer. This report displays trends and time usage of the different activities in agent schedules.

Legacy ACD Dashboards Widgets

These permissions control user access to ACD dashboards widgets and general ACD dashboard visibility. ACD dashboards are found in CXone at Reporting > Dashboards, which are different from the Dashboards application.

Product/Feature	Available Permissions	Notes
Agent Count By State	On, Off	Provides access to the Agent Count By State widget. The Agent Count by State widget displays the number of agents in each state who are currently logged in to the agent application.
Agent Counter	On, Off	Provides access to the Agent Counter widget. The Agent Counter widget displays the status of the of agents who are currently logged in to the agent application.
Agent List	View, Zoom	Provides access to the Agent List widget, and if the users with this role can use the zoom functionality. The Agent List widget shows a list of active, configured agents that are currently connected to the agent application.
Contact List	On, Off	Provides access to the Contact List widget. The Contact List widget provides comprehensive drill-down data of the contacts occurring within your system.
Contact States By Skill	On, Off	Provides access to the Contact States By Skill widget. The Contacts States by Skill widget displays the current contacts that are active in the network, grouped by ACD skill.
Queue Counter	On, Off	Provides access to the Queue Counter widget. The Queue Counter widget displays the number of calls in queue and the longest time a contact has been waiting in queue.
Service Level	On, Off	Provides access to the Service Level widget. The Service Level report generates the percentage of calls that reach the queue and meet the Service Level Threshold.
Skill Summary	On, Off	Provides access to the Skill Summary widget. The Skill Summary widget is a real-time tool that displays relevant ACD skill metrics.
Callbacks	On, Off	Provides access to the Callback widget. The Callback widget displays all callback interactions within the selected time frame and the status of each interaction.
Outbound Agent Performance	On, Off	Provides access to the Outbound Agent Performance widget. The Outbound Agent Performance widget displays a list of agents (based on filter settings) that are currently configured for outbound contacts within the agent application.
Agent Performance	On, Off	Provides access to the Agent Performance widget. The Agent Performance widget displays the percentage of time agents spent in each general state type.
Agent Performance By Hour	On, Off	Provides access to the Agent Performance By Hour widget. The Agent Performance by Hour widget displays the amount of time the selected agents spent in agent application state types throughout each hour of the day.
Other State Statistics	On, Off	Provides access to the Other State Statistics widget. Most of the historical widgets generate data for Agents, Agent Stats, Unavailable Stats, Contact Stats, and so forth. The Other State Statistics report generates data for other types of information.
Unavailable Statistics	On, Off	Provides access to the Unavailable Statistics widget. The Unavailable Statistics widget displays the percentage of agents who selected your different unavailable codes.
Dashboard Console View	View, Administrator	Enables users to view the dashboard in console view and to delete a dashboard.

Prebuilt Reports

Permissions in this section control user access to the pre-built reports that are part of the CXone ACD application.

Product/Feature	Available Permissions	Notes
Active Agents	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. Force Logout Enables the Force Disconnect option on the Active Agents report. Terminate Agent Enables the Terminate option on the Active Agents report.
Active Contacts	View Terminate Contact Enables the Terminate option on the Active Contacts report.
Agent by Team	On, Off
Agent Snapshot	On, Off
Agent Summary	On, Off
Agent Timecard	On, Off
Agent Unavailable Time	On, Off
Categorized Interactions Report	On, Off
Billing Report	On, Off
Call Quality Explorer	On, Off	This report requires special training from CXone Support.
Campaign Performance	On, Off
Campaign Summary by Campaign	On, Off
Campaign Summary by Skill	On, Off
Configured Stations	On, Off
Contact History	Agent View Users can see only the interactions they personally have handled. Supervisor View Users can see interactions handled by members of their assigned team.
Email Interruptions	On, Off
Empirix Data	On, Off	Enables users to both run the Call Quality Explorer report permission and view Empirix data.
Forced Agent Logout	On, Off
IVR Press Path	On, Off
Promise Keeper	On, Off
Skill by Campaign	On, Off
Skill Performance	On, Off
Skill Proficiencies Detail	On, Off
Skill Proficiencies Summary	On, Off
Supervisor Snapshot	On, Off
Team Unavailable Codes	On, Off

Custom Reports

Product/Feature	Available Permissions	Notes
Custom Reports	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. Administrator	The Administrator permission allows a user to see all public and private reports available on the tenant.
Categories	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.
Headers	View, Edit, Create, Deactivate
Schedules	View, Edit, Create, Deactivate, Administrator	The Administrator permission is for future use and has no functionality at this time.
SFTP Accounts	View, Edit, Create, Deactivate

Data Download

Product/Feature	Available Permissions
Data Download	On, Off
Report Schedules	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.
Schedules Report	On, Off

Product/Feature

Available Permissions

Data Download

On, Off

Report Schedules

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.

Schedules Report

On, Off

Outbound

Product/Feature	Available Permissions
Abandon Rate Compliance	On, Off
Dialer Dispositions	On, Off
Outbound Report Store	Agent View Users can see only the interactions they personally have handled. Supervisor View Users can see interactions handled by members of their assigned team. Manager View Users can see all agent interactions.

Product/Feature

Available Permissions

Abandon Rate Compliance

On, Off

Dialer Dispositions

On, Off

Outbound Report Store

Agent View Users can see only the interactions they personally have handled.

Supervisor View Users can see interactions handled by members of their assigned team.

Manager View Users can see all agent interactions.

Workforce Intelligence

Product/Feature	Available Permissions
Rule Action History	On, Off
Rule Summary Report	On, Off

Partner Log Reader

Product/Feature	Available Permissions
Partner Log Reader	On, Off