CxQM Permissions by Role

You must have the default Administrator or Supervisor role or a custom role that includes the Administration > User Roles > View permission to view any CxQM User Role and its assigned permissions.

Role permissions in CxQM are viewed using these steps:

  1. Go to Administration > User Roles tab.
  2. Click to highlight one of the user roles, for example Supervisor.
  3. Click View Role.
  4. The View Role window appears.
    • Note the boxes with check marks on the left. These are the permissions and functions allowed for each role. Permissions grant access to modules.
    • Note the boxes with check marks on the right. These are grouped into Modules and specific activities are checked. For example, Recording Report > View, when checked, would allow the user to be able to view Recording reports.

If a new role other than the three default CxEngage roles has been created, use the View Role button to verify the requested permissions have been made and synced to CxQM.

Default CxQM Permissions

The table below explains the various permissions that are assigned to the default user roles in CxQM.

      Default Role(s)  
Permission Name Permission Description Administrator Supervisor Agent
USER_UNRESTRICTED_ACCESS Users with USER_UNRESTRICTED_ACCESS permission have no restrictions regarding access to other user current and archived recordings. Currently, Restricted user with Resources assignment iis not allowed access). X    
VIEW_PLAYBACK_CALLS Users with VIEW_PLAYBACK_CALLS permission are able to view and playback audio recordings and/or screen capture recordings, if CxCapture is enabled. X X X
DOWNLOAD_PLAYBACK_CALLS  Users with DOWNLOAD_PLAYBACK_CALLS permission are able to search for and playback recorded audio and/or screen captured interactions. X X  
VIEW_ARCHIVE_CALLS Users with VIEW_ARCHIVE_CALLS permission are able to view and playback archived audio recordings and/or screen capture recordings, if CxCapture is enabled. X X X
DELETE_PLAYBACK_CALLS Users with DELETE_PLAYBACK_CALLS permission are able to delete recorded interactions (metadata and media files). X    
DELETE_ACTIVE_CALLS Users with DELETE_ACTIVE_CALLS permission are able to delete interactions in progress. N/A N/A N/A
VIEW_LIVE_MONITOR Users with VIEW_LIVE_MONITOR permission are able to live monitor an active interaction. N/A N/A N/A
SEARCH_PLAYBACK_BY_CUSTOM_PHRASE Users with SEARCH_PLAYBACK_BY_CUSTOM_PHRASE permission are able to search for and playback interactions using custom phrases when Speech Analytics is enabled. N/A N/A N/A
GENERATE_EVALUATION_URL Users with GENERATE_EVALUATION_URL permission are able to generate an evaluation URL used to view the evaluation and play  attached interaction media files. X X  
ACCESS_EVALUATIONS_BY_OTHERS Users with ACCESS_EVALUATIONS_BY_OTHERS permission are able to view other agent evaluation files. X X  
ACCESS_ACTIVITIES_BY_OTHERS ACCESS_ACTIVITIES_BY_OTHERS X X  
ACCESS_COMMENTS_BY_OTHER_USERS Users with ACCESS_COMMENTS_BY_OTHER_USERS permission are able to access/view comments that have been made by other users. X    
VIEW_MY_ENGAGE Users with VIEW_MY_ENGAGE permission are able to access and view their My Engage window. X X X
VIEW_MY_EVALUATIONS  Users with VIEW_MY_EVALUATIONS permission are able to view their My Evaluations. X X X
VIEW_MY_COACHING Users with VIEW_MY_COACHING permission are able to view their coaching sessions in My Engage. X X X
VIEW_MY_ELEARNING Users with VIEW_MY_ELEARNING permission are able to view their e-learning assignments in My Engage. X X X
VIEW_AUDIT_TRAIL Users with VIEW_AUDIT_TRAIL permission are able to view Audit Trail messages. X X  
VIEW_EVENTS Users with VIEW_EVENTS permission are able to Events messages. N/A N/A N/A
VIEW_SETUP Users with VIEW_SETUP permission are able to view and make changes to the Setup module. X    
VIEW_SERVICE_ACCOUNTS Users with VIEW_SERVICE_ACCOUNTS permission are able to view service accounts used for various features.      
ACCESS_OTHER_ROLES Users with ACCESS_OTHER_ROLES permission are able to access other user roles. X    
VIEW_USER_GUIDES Users with VIEW_USER_GUIDES permission are able to view User Guides. N/A N/A N/A
VIEW_ADMIN_GUIDES Users with VIEW_ADMIN_GUIDES permission are able to view Administration Guides. N/A N/A N/A
VIEW_RECORDING_DASHBOARD  Users with VIEW_RECORDING_DASHBOARD permission are able to view the Recording Dashboard. X X  
VIEW_QUALITY_DASHBOARD Users with VIEW_QUALITY_DASHBOARD permission are able to view the QUALITY DASHBOARD. X X  
VIEW_SPEECH_ANALYTICS_DASHBOARD Users with VIEW_SPEECH_ANALYTICS_DASHBOARD permission are able to the Speech Analytics Dashboard. N/A N/A N/A
VIEW_MONITOR_DASHBOARD  Users with VIEW_MONITOR_DASHBOARD permission are able to view the Monitor Dashboard. N/A N/A N/A

Default CxQM Modules

The table below explains the various modules that are enabled by permissions for each default user role in CxQM.

    Default Roles    
Modules Module Descriptions Administrator Supervisor Agent
Reports >        
Evaluation Reports > Full Control When checked, user gets complete control of evaluation reports (create, view, modify, delete). X X  
Evaluation Reports > Create When checked, user can create evaluation reports. X X  
Evaluation Reports > View When checked, user can view evaluation reports. X X  
Evaluation Reports > Modify When checked, user can modify evaluation reports. X X  
Evaluation Reports > Delete When checked, user can delete evaluation reports. X X  
Recording Reports > Full Control When checked, user gets complete control of recording reports (create, view, modify, delete). X X  
Recording Reports > Create When checked, user can create recording reports. X X  
Recording Reports > View When checked, user can view recording reports. X X  
Recording Reports > Modify When checked, user can modify recording reports. X X  
Recording Reports > Delete When checked, user can delete recording reports. X X  
Recording Dashboard > Full Control When checked, user gets complete control of Recording Dashboard. X X  
Quality Dashboard > Full Control When checked, user gets complete control of Quality Dashboard. X X  
Quality >        
Evaluations > Full Control When checked, user gets complete control of evaluations (create, view, modify, delete). X    
Evaluations > Create When checked, user can create evaluations. X X  
Evaluations > View When checked, user can view evaluations. X X X
Evaluations > Modify When checked, user can modify evaluations. X X  
Evaluations > Delete When checked, user can delete evaluations. X    
Evaluation Forms > Full Control When checked, user gets complete control of evaluation forms (create, view, modify, delete). X    
Evaluation Forms > Create When checked, user can create evaluation forms. X    
Evaluation Forms > View When checked, user can view evaluation forms. X X  
Evaluation Forms > Modify When checked, user can modify evaluation forms. X X  
Evaluation Forms > Delete When checked, user can delete evaluation forms. X    
E-Learning Library > Full Control When checked, user gets complete control of E-Learning Library content (create, view, modify, delete). X    
E-Learning Library > Create When checked, user can create e-learning library content X X  
E-Learning Library > View When checked, user can view e-learning library content X X X
E-Learning Library > Modify When checked, user can modify e-learning library content X X  
E-Learning Library > Delete When checked, user can delete e-learning library content X    
E-Learning Activities > Full Control When checked, user gets complete control of E-Learning Activities (create, view, modify, delete). X    
E-Learning Activities > Create When checked, user can create e-learning activities. X X  
E-Learning Activities > View When checked, user can view e-learning activities. X X X
E-Learning Activities > Modify When checked, user can modify e-learning activities. X X  
E-Learning Activities > Delete When checked, user can delete e-learning activities. X    
Coaching Activities > Full Control When checked, user gets complete control of Coaching Activities (create, view, modify, delete). X    
Coaching Activities > Create When checked, user can create coaching activities. X X  
Coaching Activities > View When checked, user can view coaching activities. X X X
Coaching Activities > Modify When checked, user can modify coaching activities. X X  
Coaching Activities > Delete When checked, user can delete coaching activities. X    
Coaching Comments > Full Control When checked, user gets complete control of Coaching Comments (create, view, modify, delete). X X  
Coaching Comments > Create When checked, user can create coaching comments. X X  
Coaching Comments > View When checked, user can view coaching comments. X X  
Coaching Comments > Modify When checked, user can modify coaching comments. X X  
Coaching Comments > Delete When checked, user can delete coaching comments. X X  
Administration        
User Accounts > View When checked, user can create view CxQM user accounts. X X  
User Accounts > Modify When checked, user can modify CxQM user accounts. X X  
User Roles > View When checked, user can view CxQM user roles. X X  
User Roles > Modify When checked, user can modify CxQM user roles. X    
Contact Points > Full Control When checked, user gets complete control of Contact Points (create, view, modify, delete). X    
Contact Points > Create When checked, user can create dialed number resources. X    
Contact Points > View When checked, user can view dialed number resources. X X  
Contact Points > Modify When checked, user can modify dialed number resources. X    
Contact Points > Delete When checked, user can delete dialed number resources. X    
Phone Numbers > Full Control When checked, user gets complete control of Phone Numbers (create, view, modify, delete). X    
Phone Numbers > Create When checked, user can create phone number resources. X    
Phone Numbers > View When checked, user can view phone number resources. X X  
Phone Numbers > Modify When checked, user can modify phone number resources. X    
Phone Numbers > Delete When checked, user can delete phone number resources. X    
Playback Groups > Full Control When checked, user gets complete control of Playback Groups (create, view, modify, delete). X    
Playback Groups > Create When checked, user can create playback group resources. X    
Playback Groups > View When checked, user can view playback group resources. X X  
Playback Groups > Modify When checked, user can modify playback group resources. X    
Playback Groups > Delete When checked, user can delete playback group resources. X