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 QM widget's permissions would be located in the 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 QM widget: Plan Status | QM Tools > My Zone > Plan Monitoring: On |
| View QM widget: Team Performance | QM Tools > My Zone > Performance Monitoring: On |
| View QM widget: Calibration | QM Tools > My Zone > Calibrations: View |
| View QM widget: Agent Scoring | QM Tools > My Zone > Performance Monitoring: On |
| View QM widget: Evaluations and Coaching Events | Coaching > My Zone > Coaching: On |
| View QM widget: Category Over Time | QM Tools> Dashboard Widgets >Category Over Time: On |
| View QM widget: Top Categories | QM Tools> Dashboard Widgets > Top Categories : On |
| View 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 WFM widget: AHT | WFM > General Permissions > Intraday: On |
| View WFM widget: ASA | WFM > General Permissions > Intraday: On |
| View WFM widget: Volume | WFM > General Permissions > Intraday: On |
| View WFM widget: SLA | WFM > General Permissions > Intraday: On |