CXone QM Tools Permissions

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

For more information, see Roles.

To quickly find specific information on this page, press Ctrl+F on your computer keyboard. In the resulting text box, type the information you are looking for.

General Permissions

My Dashboard

Controls access to the Dashboard application in the app picker.

• 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.

This permission is typically assigned to managers.

Review Evaluations

You can turn this permission on or off. By turning this permission on, you allow users to review assigned evaluations.

CXone QM Supervisor Dashboard

Enables users to turn CXone QM Supervisor Dashboard on or off.

Evaluations

Evaluation Forms

Enables users to do the following with evaluation forms in the Form Manager feature:

• 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.

Quality Plans

Enables users to do the following in the Quality Planner feature:

• View

• Edit

• Create

• Delete

Form Manager

You can turn this permission on or off. By turning this permission on, you enable users to navigate to and access the Form Manager feature.

Perform Evaluations

Enables users to do the following in evaluations:

• 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.

• Evaluate: Users can evaluate employee interactions, subject to any data restrictions that apply.

• Replace: Allows evaluators to replace evaluation tasks with new ones that match the same filter criteria.

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

• Assign: Users can assign evaluations to other users.

• Edit All: Users can edit evaluations performed by anyone.

• Edit Own: Users can only edit evaluations performed by themselves.

History

You can turn this permission on or off. By turning this permission on, you allow users to view the history of the evaluation form.

Appeal

You can turn this permission on or off. By turning this permission on, you allow users to appeal.

My Zone

The permissions in this section govern CXone QM-related actions that are performed, or features that appear, in the My Zone application.

Calibrations

Enables users to do the following with calibrations:

• 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. Users with the View permission also have access to the Calibration widget in the Dashboard application.

• 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.

Performance Monitoring

You can turn this permission on or off. By turning this permission on, you grant users access to performance monitoring in the My Zone application, to the Team Performance and Agent Scoring widgets in the Dashboard application, and to all CXone QM reports in the Reporting application. This permission is typically assigned to managers.

Plan Monitoring

You can turn this permission on or off. By turning this permission on, you grant users access to quality plan monitoring and to the Plan Status widget in the Dashboard application.

Evaluations

You can turn this permission on or off. By turning this permission on, you grant users access to the My Evaluations feature. This permission is typically assigned to agents.

Self Assessments

Enables users to do the following with all self-assessments initiated and completed in CXone:

• 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.

• Initiate: Users can initiate the self-assessment workflow.

• Delete: Users who have initiated a Self Assessment can delete it. However, users with this permission cannot delete a Self Assessment that they did not assign themselves.

Only grant access to users who need to send out self-assessments or those that need to look at the results.

Agents should not have access to self-assessments. If you enable a view for an agent role, the agent will see all self-assessments completed for all agents.

Tasks

You can turn this permission on or off. By turning this permission on, you grant users access to the My Tasks feature. This permission is typically assigned to evaluators.

Completed Tasks

You can turn this permission on or off. By turning this permission on, you grant users access to the Completed tab under My Tasks feature.

Dashboard Widgets

These permissions control user access to CXone QM-related widgets available with the Dashboard application. Some CXone QM widgets are related to specific CXone QM features. Permissions to access those widgets are included in the feature's permission (for example, Performance Monitoring) as described earlier in this topic. To learn more, see CXone QM Widgets.

Top Categories

Enables users to turn the top categories widget on or off.

Category Over Time

Enables users to turn the category overe time widget on or off.

Category Manager

Analytics Category Manager

Enables users to do the following with analytics category 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.

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

• Update: Users can update (edit) entries within a feature.

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

Data Extraction APIs

CXone QM Workflows API

You can turn this permission on or off. By turning this permission on, you allow the user to extract information about evaluations, self-assessments, calibrations, and Q&A data using the CXone QM Workflow API. For more information on CXone APIs, including the CXone QM Workflow API, visit the DEVone developer site at developer.niceincontact.com.