Enable NICE inContact Supervisor

Required security profile permissions: Security Profile Edit

To enable the NICE inContactSupervisor application and all of its functionality, you must enable several permissions in a security profile and assign that security profile to users you want to access Supervisor. Some permissions are required to use the application but some activate optional features. You can choose which features to enable and which to disable for your contact center supervisors.

1. Click Admin → Users → Security Profiles.

2. Use the search and filter features at the top of the table or the page links on the bottom to locate the security profile you want to modify. Click that security profile to open it. If you want to create a new security profile, click Create New.

3. Edit the Details and Password Policy tabs, if necessary.

4. Click the Permissions tab.

5. Scroll down to the Contact Handling section and locate the Supervisor sub-section. Select Launch Supervisor. This is the minimum permission required to access the Supervisor application and to view agent activity and metrics.

6. In the Monitoring permission, select Monitor. This is the minimum permission required to monitor calls. Select Coach, Barge, Take Over, or Record, as needed in your environment.

7. If you enabled Take Over, you also need to enable MAX, as supervisors actively handle the calls they take over.

8. Check the boxes for Agent Tab and Skill Tab to allow users to view or interact with both agents and skills in the application. To limit access to the Agent Tab or the Skill Tab, only select the specific tab. At least one tab must be selected.

9. Enable any other Security Profile permissions, Supervisor permissions, and reports you want to grant to these security profile users.

10. In the Restrict Data tab, grant or restrict users with this security profile access to certain campaignsA grouping of skills used to run reports. or teams or all campaigns or teams.

    • Granting access to campaigns enables these security profile users to view agents assigned to skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge within that campaign.
    • Granting access to teams enables these security profile users to view agents by team.

    For instructions for restricting access, see Enable Users to Access Data.

11. Click Next to preview your security profile. If you are satisfied, click Create Security Profile.

12. Assign the security profile to the users you want to use NICE inContact Supervisor.