You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured for CXone Mpower Recording, you won't see these permissions.
For more information, see Roles.
Search
These permissions are available with all Recording licenses except for Recording (voice recording only).
Search Interactions
You can turn this permission on or off. By turning this permission on, you enable the user to search for and share interactions from the Interactions application.
Delete Recordings
You can turn this permission on or off. By turning this permission on, you enable the user to delete recordings. Voice and screen recordings will be deleted for the whole contact. For example, this can be used if there was a PCI violation and the recordings need to be removed. Metadata isn't deleted—it's still available in the search results.
Export Search Results
You can turn this permission on or off. By turning this permission on, you enable the user to export search results.
Create/edit/delete Public Queries
You can turn this permission on or off. By turning this permission on, you enable the user to create, edit, and delete public queries in the Interactions application. Public queries are available to all users in the Interactions application.
View Evaluations
This permission controls the user’s ability to view information about evaluations in the Interactions application. With the Scores permission, users can view evaluation scores and statuses. The Evaluators permission allows users to see the names of evaluators.
The CXone Mpower Quality Management license is also required for this permission.
If the Search permission is activated, both Scores and Evaluators permissions are also activated.
Search Migrated Interactions
You can turn this permission on or off. By turning this permission on, you enable the user to search in the Interactions application for legacy interactions that were migrated from external systems. The Migrated Interactions Upload license is also required for this permission.
Player
Play/Download Recordings
Controls the user's ability to play interactions in the Player application. The play any permission allows users to play back any recordings. The download permission allows users to download media files.
View Sentiments and Categories
You can turn this permission on or off. By turning this permission on, you enable users to view analytical insights such as sentiments and categories in the Player application. Available only for the Recording Advanced license.
View Behavior Scores
You can turn this permission on or off. By turning this permission on, you enable users to view agents' behavior scores in the Player application. Available only for the QM Premium license.
Create/Edit/Delete/Own Annotations
You can turn this permission on or off. By turning this permission on, you enable users to create, edit, and delete their own public and private annotations in the Player application. Available only for the Recording Advanced license.
Edit/Delete Any Public Annotations
You can turn this permission on or off. By turning this permission on, you enable users to edit and delete any user's public annotations in the Player application. Available only for the Recording Advanced license.
My Zone
Recent Interactions
You can turn this permission on or off. By turning this permission on, you enable agents to view their Recent Interactions page in My Zone. Available only for the Recording Advanced license.
APIs
Extract Interaction Metadata
You can turn this permission on or off. By turning this permission on, you allow users to extract interaction metadata using the Data Extraction APIs. For more information on CXone Mpower APIs, including the Data Extraction APIs, visit the DEVone developer site at https://developer.niceincontact.com.
Update Business Data
You can turn this permission on or off. By turning this permission on, you allow users to update business data of a completed interaction using the Business Data API. For more information on CXone Mpower APIs, including the Update Business Data APIs, visit the DEVone developer site at https://developer.niceincontact.com.
Multi-ACD Masking
You can turn this permission on or off. By turning this permission on, you allow users to mask voice and screen recordings of calls from a third-party telephony system using the Mask and Unmask APIs. For more information on CXone Mpower APIs, visit the DEVone developer site at https://developer.niceincontact.com.
Multi-ACD Record on Demand
You can turn this permission on or off. Turning this permission on allows users to enable starting, stopping, and disabling of call recording on demand, which enables recording control via API. For more information on CXone Mpower APIs, visit the DEVone developer site at https://developer.niceincontact.com.
Record Screen Interaction
You can turn this permission on or off. Turning this permission on allows users to enable starting or stopping a screen recording for a specific user that is not on an active call. For more information on CXone Mpower APIs, visit the DEVone developer site at https://developer.niceincontact.com.
Data Policies
Policy Management
Controls the user's ability in Data Policies:
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View: Access the application and view its pages.
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Create: View or create a policy and download a report. This user cannot approve or decline a policy.
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Approve: View, create, approve, or decline a policy.
Override Playback Lock
You can turn this permission on or off. By turning this permission on, you enable the user to playback interactions locked by a Playback Lock policy.