Users, Data Access, and Security

Managing the people who use NiCE CXone is one of your most important responsibilities as a contact center administrator. In NiCE CXone, administrative management of employees, teams, security settings, and data access helps ensure that the right users can access the right tools and information while maintaining operational efficiency and compliance. You can use the Admin application to create and organize users, assign permissions, manage authentication, and control access to customer data and platform features.

As an administrator, your responsibilities related to contact center personnel and access management may include:

  • Creating and maintaining employee accounts.
  • Assigning users to teams and supervisors.
  • Managing skills and routing permissions.
  • Configuring security profiles and roles.
  • Setting authentication and password requirements.
  • Controlling access to recordings, reports, and customer data.
  • Supporting on-boarding, role changes, and off-boarding processes.
  • Monitoring compliance with security and privacy policies.

User Accounts

In NiCE CXone, employees are the users who interact with the platform. This includes agents, supervisors, administrators, evaluators, managers, and other support staff. When you create an employee record or profile, you provide basic details such as the user's name, user name, role, login credentials, team assignment, security profile, and contact settings.

There are additional settings for users in the ACD application under ACD Users. When you create an employee account, a record is automatically created under ACD Users. There are some settings that must be configured here to complete the user setup.

Employee profiles may also include ACD skills, scheduling information, language settings, and application access permissions depending on the CXone applications your organization uses.

Teams, Scheduling Units, Groups, and Hierarchies

Teams help you organize employees into operational groups. Teams are commonly based on departments, customer groups, languages, locations, or business functions. Team assignments affect reporting, routing, workforce management, and supervisor visibility. Supervisors can often monitor only the teams assigned to them, making team configuration an important part of both daily operations and access control.

Scheduling units are groups of employees with common scheduling requirements. You can use them when building and assigning schedules in Workforce Management (CXone).

Groups allow you to create custom collections of users. They're not the same as teams. NiCE CXone does not use them in reporting or for other purposes. You can use them if you want to organize your users by custom criteria to meet your organization's needs. For example, you could create groups of employees with birthdays in each month.

Hierarchies allow you to create a visual representative of your organization. They show relationships between organizational units and teams. They allow you to see how separate entities work together. Hierarchy data can be used to filter in prebuilt reports and recordings.

Security and Data Access

Managing platform security is a an important administration task in NiCE CXone. It covers a range of configurations and settings including: 

  • Identity and authentication management features that help secure user access to the platform. You can configure password policies, multi-factor authentication, and external identity providers. These settings help your organization meet internal security standards and regulatory requirements.
  • Security settings that control what users can see and do in NiCE CXone. The primary security settings are roles and permissions. Each employee must have a minimum of one role. You can assign secondary roles for users that require one. Roles are assigned permissions to give users of the role access to the features, data, and applications that they need.
  • Security settings that control the data that users can access. Access to recordings, reports, customer interactions, dashboards, and administrative tools is typically permission-based. Agents may only be able to view their own interactions, while supervisors or administrators may have broader visibility across teams or business units. As an administrator, you're responsible for reviewing and maintaining these permissions to support both operational needs and compliance requirements.

Admin Application

The Admin application lets you manage general components of your NiCE CXone system. The key areas are employees, tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.-level settings and security, storage options, and recordings.

Using Admin, you can do common tasks like: