As one of the default CXone Performance Management personae, administrators customize the overall state of your system. Admins have access to the structure of your users through roles, how data is configured and presented through metrics, setting and tracking performance objectives, and much more. While administrators generally have access to most of the features of CXone Performance Management explained in other sections of the online help, this section explains tasks that are specific to the administration of your system.
A key aspect to your system is the organizational structure. CXone Performance Management offers two levels of user organization: personae and roles. Personae offer a structural level of organization for your roles with four categories: Agent, Supervisor, Administrator, and Executive. For example, you may want to send a system message or announcement to all of the different supervisors, so categorizing your supervisor roles together under the supervisor persona makes this easy and convenient. Roles are categories by which you can organize your users, which is a more granular level of organization than personae. Roles allow you to determine certain features like reports or forms that users with this role can access or view.