Manage Roles

Create a Role

  1. Click the app selector icon of app selector and select Admin.
  2. Go to Security Settings > Roles & Permissions.
  3. Click New Role.

  4. Type a Name and optionally a Description for the role.

    The role's description cannot have more than 200 characters.

  5. Click the Permissions tab.

  6. Configure the permissions for the role. Permissions are categorized by CXone Mpower application, and you can only see applications that are part of your CXone Mpower system. Click the role categories on the left to move between them.

  7. If the role you're creating (or editing) has permissions similar to one of the CXone Mpower's four out-of-the-box (OOTB) roles, click Set To Default, select the relevant OOTB role (Agent, Manager, Administrator, or Evaluator) from the drop-down, and then click Apply. The permissions are set according to the selected out-of-the-box role. Make the changes in the permissions, as required for the role.
  8. When you are finished configuring permissions, click Save to save the role in draft status or click Save and Activate to save the role in active status. You cannot assign users to the role until you activate it.

Copy a Role

  1. Click the app selector icon of app selector and select Admin.
  2. Click Security > Roles & Permissions.
  3. Click the three vertical dots in the Actions column for the role you want to copy.
  4. Click Duplicate.
  5. Enter a Name for the role.
  6. Click Duplicate.
  7. Click the Permissions tab.
  8. Make any needed changes to the permissions for the new role, which was created with the same permissions as the original role. Permissions are categorized by CXone Mpower application, and you can only see applications that are part of your CXone Mpower system. Click the role categories on the left to move between them.
  9. When you are finished configuring permissions, click Save to save the role in draft status or click Save and Activate to save the role in active status. You cannot assign users to the role until you activate it.

Assign Users to a Primary Role

You can assign one or more users to a role on the Roles and Permissions page. This assigns each user a primary role. If you want to assign a secondary role, you must edit each employee's profile. You can assign roles to individual users when you create or edit an employee profile.

The Add Users page, where you can select users to add to a role.

  1. Click the app selector icon of app selector and select Admin.
  2. Click Security > Roles & Permissions.
  3. Click the role to which you want to assign employees.
  4. Click the Assigned Users tab, then click Add Users.

  5. Enter a user's name in the search bar. You can filter results by clicking the filter Icon of a funnel filter., then selecting one or more Teams, Scheduling Units, or Groups.

  6. Select the checkbox next to each user you want to assign to this role. The Selected counter shows how many users you have selected.

  7. Click Confirm.

  8. Click Save.

Remove Users from a Role

You can remove role assignments from individual users from the Create New Employee or Edit Employees pages (see Create Employee Accounts). The following instructions explain how to remove a primary role from one or more employees. All employees must be assigned to a primary role. You must reassign them to a new primary role after you remove them.

You cannot use this method to remove secondary roles from users, since the Assigned Users tab does not show employees who have been assigned this role as a secondary role.

  1. Click the app selector icon of app selector and select Admin.
  2. Click Security > Roles & Permissions.
  3. In the roles list, click the role from which you want to remove employees.
  4. Click the Assigned Users tab.
  5. To remove a single user from this role:
    1. Click the X in the user's row in the table.
    2. Select a different role to assign the user to. Users must be assigned a primary role.
    3. Click Yes.

  6. To remove more than one user from this role:

    1. Select the checkbox next to each user you want to remove or click the checkbox at the top of the column to select all users.

    2. Click Remove Users at the top of the page.

    3. Select the role you want to assign the selected users to. Users must be assigned a primary role.

    4. Click Yes.

  7. Click Save.

Deactivate or Reactivate a Role

  1. Click the app selector icon of app selector and select Admin.
  2. Click Security > Roles & Permissions.
  3. Click the three vertical dots in the Actions column for the role you want to modify.
  4. Click Deactivate if the role is currently active, or Reactivate if the role is currently inactive.