User Access and Capabilities Details

The Sections in this area correspond to an option in the menu bar. Most menu bar options provide access to several related pages. The Permission Set specific to each page can be found in the corresponding Section here.  

There are no required fields in this Area. Enable only the desired permissions for the User being created. Simply expand each Section to access the related settings described below.

Dashboard

The Dashboard section includes only one permission set to control the widgets displayed for the user in the Dashboard from the menu bar. Enable the desired permissions for the user.

• Dashboard: Allows access to the Dashboard page.
• Customize Widgets: Allows customization of the Dashboard widgets (Not currently available).
• General Widgets: Allows the user to view these widgets.
  • Active Agent Today
  • Today’s Call Count
• Graded Calls Widgets: Allows the user to view these widgets.
  • Graded Calls Today
  • Graded Calls MTD
  • Calls Recorded Last Hour
• Rearrange Widgets: Allows the Dashboard widgets to be reorganized (Not currently available).
• Call Recordings Widgets: Allows the user to view these widgets
  • Calls Recorded Today Per Site
  • Calls Recorded Today Per Group widgets.
• Speech Analytics Widgets: Allows the user to view these widgets.
  • Speech Sampled Calls Last Week
  • Speech Mined Calls Last Week
  • Speech Sampled Calls Per Group MTD
  • Speech Mined Calls Per Group MTD
• Customize Tickers: Allows customization of the Dashboard tickers (Not currently available).
• Screen Recordings Widgets: Allows the user to view these widgets.
  • Screens Recorded Today Per Site
  • Screens Recorded Last Hour
• Agent Widgets: Allows the user to view agent specific widgets (Not currently available).

Calls

The Calls section includes three permission sets to enable access to the pages and features specific to the pages shown in the Calls menu bar.

• Calls:
  • Search Call: Allows the user to access the Search Calls page, execute a search, and playback or enter notes for the found recordings. (Note: The User Security Details section, described later, controls which recordings the user is allowed to see in the search results.)
  • Email Call: Allows the user to email a copy of a recording from CXM.
  • Save Call: Allows the user to download and save a copy of recordings outside of the system.
  • Delete Call: Allows the user to delete a recording from CXM.
  • Distribute Search Result: Allows the user to create a Call Distribution based on the criteria used in the previous Search.
  • Customize Search Filter: Allows the user to modify the Search Criteria display for their user.
• Call Buckets:
  • Call Buckets: Allows the user to access the Call Buckets page.
  • Add/Modify Bucket: Allows the user to add and modify Call Buckets. This applies to both Public and Private Buckets.
  • Delete Bucket: Allows the user to delete Call Buckets. This applies to both Public and Private Buckets.
  • Set Bucket Security: Allows the user to set security on Public Buckets.
  • Copy Calls: Allows the user to Copy calls from the Call Search to a Bucket and from one Bucket to another Bucket. (Note: A call that is Copied from the Call Search or a Bucket into another Bucket will exist in both locations.)
  • Move/Reinstate Calls: Allows the user to Move calls from the Call Search into a Public or Private Bucket and Reinstate calls from a Bucket back into the Call Search. (Caution: A call that has been Moved from the Call Search into a Bucket will no longer be shown in any Search done on the Call Search page. It will only exist in the destination Bucket.)
  • Delete Calls: Allows the user to Delete a call from a Call Bucket.
  • View Usage Report: Allows the user to view the Bucket Usage Report
• Call Distribution:
  • Call Distribution: Allows the user to access the Call Distribution page.
  • Customize Search: Allows the user to customize the Search Filters in a Call Distribution.
  • Add/Modify Call Distribution: Allows the user to create or edit Call Distributions.
  • Delete Call Distribution: Allows the user to delete Call Distributions.

Coaching

The Coaching section includes nine permission sets to enable access to the pages and features specific to the pages shown in the Coaching menu bar.

• Coaching
  • Coaching: Enables the Coaching menu bar option for the user. This is required for any of the other Coaching permissions to be enabled.
  • Coaching Admin: Allows the user full control of all Coaching features. This includes the permission to change the score of a graded call completed by any other Coaching user.
• Search Grade
  • Search Graded: Allows the user to access the Search Grades page and complete a search for calls that have been graded by any other user if the recording includes an agent that they have permission to see.
  • Customize Search: Allows the user to use the Customize Search option on the Search Grades page.
• Grade Types
  • Grade Types: Allows the user access to the Grade Types page and grants permission to add, edit, or delete a grade type entry.
• Manage Forms
  • Manage Forms: Allows the user to access the Manage Forms page.
  • Add Form: Allows the user to create new grading Forms.
  • Edit Form: Allows the user to edit existing grading forms.
  • Delete Form: Allows the user to delete Forms.
  • Assign Form: Allows the user to make the form available to be used by other users and agents to assign a grade to a call.
• Manage Tests
  • Manage Tests: Allows the user access to the Manage Tests page.
  • Add/Modify Tests: Allows the user to add and modify Tests.
  • Delete Tests: Allows the user to delete Tests.
  • Assign Tests: Allows the user to assign Tests to agents with a Due Date for completion.

• Manage Bulletins
  • Manage Bulletins: Allows the user to access the Manage Bulletins page.
  • Add/Modify Bulletin: Allows the user to add or modify Bulletins.
  • Delete Bulletin: Allows the user to delete a Bulletin.
  • Assign Bulletin: Allows the user to assign Bulletins to agents.
  • Manage TrainingManage Training: Allows the user to access the Manage Training page.
  • Add/Modify Library: Allows the user to add or modify Training Libraries.
  • Delete Library: Allows the user to delete Training Libraries.
  • Add/Delete Videos: Allows the user to add or delete training Videos.
  • Set User and Agent Access Rights: Allows the user to set access rights to Training Libraries for users and agents.
  • Assign Training to Agents: Allows the user to assign a Video to an agent with a Due Date for completion.
• Pending Items
  • Pending Items: Allows the user access to the Pending Items page.
  • Remove Assignment: Allows the user to remove an incomplete assignment from an agent.
• Agent Portal Settings
  • Agent Portal Settings: Allows the user to access the Agent Portal Settings page and grants permission to modify settings.

Reports

The Reports section includes one permission set to enable access to the different pages of report categories shown in the Reports menu bar option.

• Form Reports: Allows the user to access the Form Reports page and grants permission to run reports.
• Calibration Reports: Allows the user to access the Calibration Reports page and grants permission to run reports.
• Scoring Reports: Allows the user to access the Scoring Reports page and grants permission to run reports.
• Portal Reports: Allows the user to access the Portal Reports page and grants permission to run reports.
• System Reports: Allows the user to access the System Reports page and grants permission to run reports.
• Report Logos: Allows the user access to the Report Logos page and grants permission to add, edit, or delete a Logo to be displayed in the other reports.

Admin

The Admin section includes one permission set to enable access to the different pages shown in the Admin menu bar option.

• Users: Allows the user access to the Users page and grants permission to add, edit, or delete a User. (Note: Use caution when granting permission to the Users page. If used incorrectly, a person could inflict serious damage to the system configuration and recording integrity.)
• Agents: Allows the user access to the Agents page and grants permission to add, edit, or delete an Agent.
• Stations: Allows the user access to the Stations page and grants permission to add, edit, or delete a Station.
• Paths: Allows the user access to the Path/VDN page and grants permission to add, edit, or delete a Path/VDN.
• Skills: Allows the user access to the Skills page and grants permission to add, edit, or delete a Skill.
• Trunks: Allows the user access to the Trunks page and grants permission to add, edit, or delete a Trunk.
• Account Codes: Allows the user access to the Account Codes page and grants permission to add, edit, or delete an Account Code.
• Caller/Called ID: Allows the user access to the Caller/Called ID page and grants permission to add, edit, or delete a Caller/Called ID.
• DNIS: Allows the user access to the DNIS page and grants permission to add, edit, or delete a DNIS.
• Groups: Allows the user access to the Groups page and grants permission to add, edit, or delete a Group.

System

The System section includes one permission set to enable access to the different pages of the system configuration shown in the System menu bar option. Only a user with the System Admin role assignment will be allowed to edit the settings.

(Warning: The settings and options here affect key components of how the UI and recording services function and are customized by CXM System Engineers for each system. Modifications to these pages have the potential to cause the loss of historic recordings and prevent new recordings for an extended period.)

• Archiving: Allows the user access to the Archiving page and grants permission to add, edit, or delete an Archive Schedule.
• System Settings: Allows the user access to the System Settings page and grants permission to add, edit, or delete a System Option.\
• Screen Servers: Allows the user access to the Screen Servers page and grants permission to add, edit, or delete a Screen Server configuration.
• Sites: Allows the user access to the Sites page and grants permission to add, edit, or delete a Site.
• Switch Setup: Allows the user access to the Switch Setup page and grants permission to add, edit, or delete a Switch Configuration.
• Alerts: Allows the user access to the Alerts page and grants permission to add, edit, or delete an Alert Notification.
• Audit Logs: Allows the user access to the Audit Logs page, grants permission to Search the Audit Log for activity, and change the Log retention days.
• Recorders: Allows the user access to the Recorders page and grants permission to add, edit, or delete a Recorder.
• Authentication: Allows the user access to the Authentication page and grants permission to change Password Policy settings and enable LDAP Authentication for the CXM UI.
• Conference Stations: Allows the user access to the Conference Stations page and grants permission to add, edit, or delete a Conference Station.
• Dialer Setup: Allows the user access to the Dialer Setup page and grants permission to add, edit, or delete a Dialer.
• Download Manager: Allows the user access to the Download Manager page and grants permission to add, edit, or delete Document or Software Download entries.
• Email Settings: Allows the user access to the Email page and grants permission to modify the SMTP server configuration.

Others

The Others section includes one permission set to enable access to the external applications and site links shown in the Applications menu bar option.

• Live Monitor (External Site): Allows the user to log into the CXM Live Monitor application.
• Speech Analytics (External Site): Allows the user to access the site link for the Speech Analytics partner configured for the system.