Divisions in the NiCE CXone Dashboard

Divisions let your organization divide a single NiCE CXone tenant into separate divisions. When Divisions is enabled, the Dashboard application scopes the data in every dashboard, report, and widget to the divisions you are allowed to see. This topic explains changes to the Dashboard, why you may see more or less data than a colleague, and how Divisions interact with Global Views, shared dashboards, and historical data.

This topic describes Divisions only as it applies to the Dashboard and Reports application. Setting up divisions, teams, and user assignments is done in Admin and is covered separately in the platform documentation. If Divisions is not licensed for your tenant, your dashboards behave exactly as before and you can disregard the information below.

What Changes in the Dashboard

A tenant can host several lines of business — for example different brands, clients, regions, or departments. Divisions places the users, teams, and skills of each line of business into its own division so data does not cross between them. In the Dashboard, this means:

Every widget shows only the data from the divisions your profile can access. Contacts, agent sessions, evaluations, and metrics that belong to another division are filtered out before they reach your dashboard.
Filtering happens at the data source, before any aggregation. Averages, totals, and service levels are calculated only from the rows you are allowed to see, so a division you cannot access can never affect your numbers.
Team and Skill dropdowns list only the teams and skills within your accessible divisions. Divisions you cannot access do not appear as options.
The same dashboard opened by two people in different divisions can show completely different data, even though the layout is identical.

Your dashboard data access is not set within Dashboards. It is determined by the divisions assigned to your user (through your team) and by any Global Views assigned to you. The dashboard simply reads and honors those assignments.

How Division Data Access Works

When you sign in, the platform builds a Security Context that lists the divisions you are allowed to see. The dashboard applies that list to every query. You do not configure it and you cannot widen it from within the dashboard.

Your Team Determines your Division: If you need access to more than one line of business, that access is granted by an administrator.
Cross-division Roll-up: Users placed at the top level of the tenant (for example a BPO administrator) can see across all divisions and can build comparison and roll-up dashboards spanning every line of business.
Access is Enforced, Not Advisory: If you open a shared link to data outside your divisions, widgets return no data rather than exposing it.

Why Can't I See the Data I Expect?
If a widget is empty or a team is missing from a dropdown, it usually means the team or skill is part of a division your profile does not have access to, or a Global View is limiting you to a specific set of teams or skills. Contact your administrator to confirm your Division and Global View assignments.

Divisions and Global Views

Global Views are the Role Based Access Control (RBAC) mechanisms Dashboards use on top of Divisions. A Global View is a saved list of Teams or Skills that an administrator assigns to you. When you have a Global View assignment, the dashboard uses it to filter supported widgets instead of filtering by your divisions.

The dashboard decides what to show for each widget in this order:

Priority	Rule	What the Widget Shows
1—highest	A Global View applies to this widget's data type.	Only the Teams or Skills in your Global View. Division filtering is not applied to the widget.
2	No Global View, but Divisions is enabled.	All data in the divisions you can access.
3—lowest	No Global View and Divisions is not enabled.	All tenant data for the widget.

Because a Global View replaces Division filtering rather than adding to it:

A Global View can grant visibility to a team in another division, or it can hide a team that belongs to your own division if that team is not on the Global View list.
Adding more teams or skills to a Global View increases visibility. Combining teams and skills narrows visibility since data must match both.
Widgets show no data if you do not have access to the teams or skills they are configured for.
If you do not have any Global Views assigned, your access falls back to your divisions (or, if Divisions is not enabled, to all Dashboard data).

A Global View only applies to widgets whose data type it matches. A Team-based Global View filters team-based widgets (such as agent session widgets) but has no effect on skill-based widgets (such as contact widgets). This is why the same Global View can change a widget on one dashboard but not another — it is expected behavior, not a fault.

If your Global View restricts you to specific skills, the Campaign filter is not available in widgets that support it.

Historical Data after Divisions is Enabled

Once Divisions is enabled on a tenant, dashboard and report data is filtered according to each user's division access — including historical data recorded before enablement. A user restricted to a given division sees data for that division's teams across the whole date range they select. Data belonging to other divisions is excluded, silently and without an error.

Prebuilt reports, saved reports, and dashboards created before enablement continue to work. The data displayed is filtered by the viewer's division access when they are run.
Exports follow the same rules as on-screen data. An export contains only the rows the user is allowed to see.
Historical data is not re-tagged or deleted when Divisions is enabled. Divisions only change what each user is allowed to see, not the underlying records.

Before Enabling Divisions

Because enablement changes what users see — including historical data, newly created teams, and agents who move between divisions — plan ahead:

Inform your users of visibility changes before you enable the feature.
If you plan to reorganize teams, complete the reorganization before enabling so historical continuity is preserved.
Review roles and permissions first. Supervisors who need to follow agents across divisions must be granted cross-division access before enablement.

Shared Dashboards under Divisions

When a dashboard is shared, everyone sees the same layout, but the data each person sees depends on their own Division and Global View access. Keep this in mind when a dashboard has more than one owner:

You can only share a dashboard within the scope of your own team. Divisions and Global Views prevent sharing data outside the divisions or teams you can access.
When co-owners have different access, a change one owner makes to filters can change what the other owners see — or leave a widget empty for an owner who lacks access to the selected teams.
If a viewer has no access to the teams a dashboard is filtered to, the widgets reset to that viewer's default selection rather than showing data for another division.

Quick Reference

If you...	You see...
Belong to a single division, no Global View	All teams and skills in that division, across all date ranges.
Belong to multiple divisions (or the top level)	All accessible divisions, plus cross-division roll-up and comparison widgets.
Have a Global View assigned	Only the teams or skills in the Global View, for widgets it applies to. Division access for widgets it does not apply to.
Open a shared dashboard that is filtered to teams you can't access	Empty widgets that reset to your own available teams.
Are on a tenant where the Division license was disabled	Tenant-wide data again after signing back in.

To learn more about the views supported across NiCE CXone, see Manage Data Access. For general information about dashboards, widgets, and reports, see NiCE CXoneDashboard.