In an upcoming release, this application will be removed for all systems except for those with FedRAMP enabled. Unless your system is FedRAMP-enabled, switch to the new CXone Dashboard application as soon as possible for an improved experience.
As an administrator, you may need to create custom roles for your users to perform different actions. Below is a list of the actions that users can perform in Dashboard and the permissions required in order to perform them. These permissions must be enabled in the Admin application, in Security > Roles & Permissions.
View/Edit permissions for the dashboard itself enables users to view and edit the dashboard, but not to view or edit any of the widgets. To view and edit widgets, other permissions must be enabled (as listed below).
The permissions for each widget are located in the application permissions from which the widget displays information. So a CXone QM widget's permissions would be located in the CXone QM application permissions, and so on.
| Action | Permissions |
|---|---|
| View a dashboard | Dashboard > General Permissions > Dashboard: View |
| Create a dashboard | Dashboard > General Permissions > Dashboard: View + Edit |
| Edit a dashboard | Dashboard > General Permissions > Dashboard: View + Edit |
| Delete a dashboard | Dashboard > General Permissions > Dashboard: View + Edit |
| Project a dashboard | Dashboard > General Permissions > Dashboard: View |
| Share a dashboard | Dashboard > General Permissions > Dashboard: View + Edit Admin > General Permissions > Employees: View |
| Duplicate a dashboard | Dashboard > General Permissions > Dashboard: View + Edit |
| Take ownership of a dashboard | Dashboard > General Permissions > Dashboard: View + Edit + Take Ownership |
| View CXone QM widget: Plan Status | QM Tools > My Zone > Plan Monitoring: On |
| View CXone QM widget: Team Performance | QM Tools > My Zone > Performance Monitoring: On |
| View CXone QM widget: Calibration | QM Tools > My Zone > Calibrations: View |
| View CXone QM widget: Agent Scoring | QM Tools > My Zone > Performance Monitoring: On |
| View CXone QM widget: Evaluations and Coaching Events | Coaching > My Zone > Coaching: On |
| View CXone QM widget: Category Over Time | QM Tools> Dashboard Widgets >Category Over Time: On |
| View CXone QM widget: Top Categories | QM Tools> Dashboard Widgets > Top Categories : On |
| View CXone QM widget: Evaluator Performance | QM Tools > My Zone > Performance Monitoring: On |
| View ACD widget: Agent State Counter | ACD > ACD Dashboard Widgets > Agent Counter: On |
| View ACD widget: Agent List | ACD > ACD Dashboard Widgets > Agent List: On |
| View ACD widget: Contact List | ACD > ACD Dashboard Widgets > Contact List: On |
| View ACD widget: Contact States by Skill | ACD > ACD Dashboard Widgets > Contact States by Skill: On |
| View ACD widget: Queue Counter | ACD > ACD Dashboard Widgets > Queue Counter: On |
| View ACD widget: Service Level | ACD > ACD Dashboard Widgets > Service Level: On |
| View ACD widget: Skill Summary | ACD > ACD Dashboard Widgets > Skill Summary: On |
| View ACD widget: Unavailable Statistics | ACD > ACD Dashboard Widgets > Unavailable Statistics: On |
| View CXone WFM widget: AHT | WFM > General Permissions > Intraday: On |
| View CXone WFM widget: ASA | WFM > General Permissions > Intraday: On |
| View CXone WFM widget: Volume | WFM > General Permissions > Intraday: On |
| View CXone WFM widget: SLA | WFM > General Permissions > Intraday: On |