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Genesys CX Insights

Genesys Customer Experience Insights (Genesys CX Insights or sometimes GCXI) provides a presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable historical reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

For Genesys Cloud customers, depending on the release of Genesys Cloud that you are using, historical reporting is available through either the Genesys Interactive Insights (GI2) interface, or through Genesys CX Insights. See also Genesys Info Mart, Reporting and Analytics Aggregates (RAA), and Genesys Interactive Insights (GI2).



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Genesys CX Insights User Management

Genesys Customer Experience Insights (GCXI or Genesys CX Insights) provides Historical Reporting tools. Genesys CX Insights credentials are managed separately from other Genesys PureEngage Cloud components. This page describes the steps you can take to create an account for a new user, change your password, or to change another user's password.

Managing your own account

This section provides information about managing your own account.

Video: Changing your own password

This video describes how to change your own password, if your permissions allow it.

Changing your own password

1

Use the following steps to change your password. Not all users are permitted to change their password; contact your administrator to find out if the functionality described on this page is available for your use.

Important
If you have forgotten your password, or otherwise cannot log in in, contact your administrator / next level of support.
  1. On the Genesys PureEngage Cloud Portal, click All Apps > Reporting.
  2. At the Genesys CX Insights login screen, enter your user name and current password.
  3. On the Genesys CX Insights menu, click your user name, and click Preferences.
  4. Click Change Password.
  5. In the Old Password field, type your current password.
  6. In the New Password field, type your new password, and re-type it in the New Password Verification field.
    Passwords must be at least 8 characters, have at least one uppercase character, one lowercase character, and one number.
  7. Click Change Password.

Managing other users

Most users cannot manage their own accounts. As an administrator, you can do so for them, as described in this section.

Predefined User Groups

Predefined User Groups in release 9.0.011 and later

When you create a user, you must add them to at least one user group, thereby controlling the user's ability to work with reports and dashboards. Normally, you can do this by assigning users to the predefined user groups described in this section. The group structure for user groups varies depending the release of Genesys CX Insights you have installed — ensure that you use the instructions from the section on this page that matches your software:

The group structure for user groups varies depending the release of Genesys CX Insights you have installed — ensure that you use the instructions from the section on this page that matches your software:


Predefined user groups and privileges in release 9.0.011 and later

The group structure in release 9.0.011 and later is unlike other releases of the software. Ensure that you use the instructions from the section on this page that matches your software.

If you require permissions different from those assigned to the predefined groups, Genesys recommends that you avoid modifying privileges for the predefined user groups, because these user groups are overwritten during upgrades. Instead, create custom groups by duplicating the user group you wish to modify, and edit the duplicate group.

Groups in release 9.0.011 and later Summary Project Access Level*
Custom Customer-defined user groups. User-defined
CX Insights Developers Members of this groups can create, edit, or view objects in the Genesys CX Insights project. Genesys CX Insights
CX Insights Dynamic Access Restrictions Security Filter you can use to restrict access to data based on user name, geographical location, line of business, or organizational role. Genesys CX Insights
CX Insights Editors Members of this groups can edit or view objects in the Genesys CX Insights project. Genesys CX Insights
CX Insights Static Access Restrictions Security Filter you can use you prevent members of specified user groups from viewing data for a list of objects you specify. Genesys CX Insights
CX Insights User Administrators Members of this group can manage users in the Genesys CX Insights project. Genesys CX Insights
CX Insights Viewers Members of this groups can view objects in the Genesys CX Insights project. Genesys CX Insights
Everyone The Everyone group provides a way for you to easily apply privileges, security role memberships, or permissions to all users. All users are automatically members of this group. none
General Developers Members of this group can create, edit, and view objects in any project. all
General Editors Members of this group can edit and view objects in any project. all
General User Administrators Members of this group can manage users in any project. all
General Viewers Members of this group can view objects in any project. all
iWD Developers Members of this group can create, edit, and view objects in the CX Insights for iWD project. iWD
iWD Editors Members of this group can edit and view objects in the CX Insights for iWD project. iWD
iWD User Administrators Members of this group can manage users in the CX Insights for iWD project. iWD
iWD Viewers Members of this group can view objects in the CX Insights for iWD project. iWD
MicroStrategy Groups Built-in groups that are included in all MicroStrategy deployments. none
System Administration Members of this group have unrestricted management capabilities. all
Some groups provide access only to a specific project:
  • 'CX Insights' — membership in groups with this prefix allows users to work within the Genesys CX Insights project only.
  • 'General' — membership in groups with this prefix allows users to work in any project.
  • 'iWD' — membership in groups with this prefix allows users to work within the iWD project only.
Predefined User Groups in release 9.0.010

Predefined user groups and privileges in release 9.0.010

The group structure in release 9.0.010 is unlike other releases of the software. Ensure that you use the instructions from the section on this page that matches your software. The following table lists predefined user groups in release 9.0.010, and the privileges associated with each one. For earlier releases, see Predefined user groups in release 9.0.009 and earlier, below.

If you require permissions different from those assigned to the predefined groups, Genesys recommends that you avoid modifying privileges for the predefined user groups, because these user groups are overwritten during upgrades. Instead, create custom groups by duplicating the user group you wish to modify, and edit the duplicate group.

Groups in release 9.0.010 Summary
Groups of the type 'CX Insights' — members of these group can work within the Genesys CX Insights project only, and cannot access other projects:
CX Insights dynamic access restrictions > CX Insights Editors and CX Insights Viewers
  • CX Insights Editors — Members of this groups can edit or view objects in the Genesys CX Insights project.
  • CX Insights Viewers — Members of this groups can view objects in the Genesys CX Insights project.
CX Insights static access restrictions > CX Insights Developers, CX Insights Editors, and CX Insights Viewers
  • CX Insights Developers — Members of this groups can create, edit, or view objects in the Genesys CX Insights project.
  • CX Insights Editors — Members of this groups can edit or view objects in the Genesys CX Insights project.
  • CX Insights Viewers — Members of this groups can view objects in the Genesys CX Insights project.
CX Insights User Administrators Members of this group can manage users in the Genesys CX Insights project.
Groups of the type 'iWD' — members of these group can work within the iWD project only, and cannot access other projects:
iWD Developers Members of this group can create, edit, and view objects in the CX Insights for iWD project.
iWD Editors Members of this group can edit and view objects in the CX Insights for iWD project.
iWD User Administrators Members of this group can manage users in the CX Insights for iWD project.
iWD Viewers Members of this group can view objects in the CX Insights for iWD project.
Groups of the type 'General'. Members of this group can work in any project:
General Developers Members of this group can create, edit, and view objects in any project.
General Editors Members of this group can edit and view objects in any project.
General User Administrators Members of this group can manage users in any project.
General Viewers Members of this group can view objects in any project.
Other groups
Everyone The Everyone group provides a way for you to easily apply privileges, security role memberships, or permissions to all users. All users are automatically members of this group.
MicroStrategy Groups Built-in groups that are included in all MicroStrategy deployments.
Predefined User Groups in release 9.0.009 and earlier

Predefined user groups and privileges in release 9.0.009 and earlier

The group structure in release 9.0.009 and earlier is unlike later releases of the software. Ensure that you use the instructions from the section on this page that matches your software. The following table lists predefined user groups, and the privileges associated with each one in release 9.0.009 and earlier. For later releases, see Predefined user groups in release 9.0.010', above.

If you require permissions different from those assigned to the predefined groups, Genesys recommends that you avoid modifying privileges for the predefined user groups, because these user groups are overwritten during upgrades. Instead, create custom groups by duplicating the user group you wish to modify, and edit the duplicated group.

Groups in release 9.0.009 and earlier Summary
CX Insights access restrictions CX Insights access restrictions users can see only certain data. Users within this group have their access to data restricted based on geography, line of business, or organizational role. Because this group is a child of the "CX Insights access restrictions" group, users in this group inherit combined capabilities and restrictions from both groups.
CX Insights custom access restrictions CX Insights custom access restrictions users can see only certain data. Similar to the group CX Insights custom access restrictions, with the added capability to block access to specific data, such as system objects.
CX Insights report developers CX Insights report developers can create reports in Web Intelligence from scratch, delete them, and edit and view their underlying SQL. Report developers can also schedule reports for later running and distribution and save them in other formats, such as PDF and Microsoft Office Excel.
CX Insights report editors CX Insights report editors can modify existing reports and copy them in order to create new reports. However, they cannot create new reports within the CX Insights Project in any other manner. Report editors can also schedule reports and save results in other formats.
CX Insights report viewers CX Insights report viewers can specify values at the user prompts when they run the reports, view report results, and modify reports—however they cannot save the modifications. Report viewers can also schedule reports and save results in different formats.
Everyone The Everyone group provides a way for you to easily apply privileges, security role memberships, or permissions to all users. All users are automatically members of this group.
MicroStrategy Groups Built-in groups that are included in all MicroStrategy deployments.

In release 9.0.010 and earlier, each group can contain users, or other groups. In release 9.0.011 and later, each group contains only users.

Permissions needed to manage other users

To manage the accounts of other users, you must be a member of one of the Administrator user groups described in the following tables, which describe the types of accounts each of the Administrator types can manage, and the actions they can carry out on each.

The following three tables describe the permissions needed to manage users in releases, 9.0.011+, 9.0.010, and 9.0.009-, respectively. Refer to the table that corresponds to your installed software release.

Managing Group Administrator General Users Administrators CX lnsights Users Administrators iWD Users Administrators
Managed Group
Table: User management capabilities in Release 9.0.011 and later
Custom Full Control Full Control Full Control Full Control
MicroStrategy Groups Full Control No Access No Access No Access
System Administrators Full Control No Access No Access No Access
Everyone Full Control View / Modify / Modify children View / Modify / Modify children View / Modify / Modify children
General Developers Full Control View / Modify / Modify children No Access No Access
General Editors Full Control View / Modify / Modify children No Access No Access
General Viewers Full Control View / Modify / Modify children No Access No Access
General Users Administrators Full Control View / Modify / Modify children No Access No Access
CX Insights Static Access Restriction Full Control View / Modify / Modify children View / Modify children No Access
CX Insights Dynamic Access Restriction Full Control View / Modify / Modify children View / Modify children No Access
CX Insights Developers Full Control View / Modify / Modify children View / Modify / Modify children No Access
CX Insights Editors Full Control View / Modify / Modify children View / Modify / Modify children No Access
CX Insights Viewers Full Control View / Modify / Modify children View / Modify / Modify children No Access
CX Insights Users Administrators Full Control View / Modify / Modify children View / Modify / Modify children No Access
iWD Developers Full Control View / Modify / Modify children No Access View / Modify / Modify children
iWD Editors Full Control View / Modify / Modify children No Access View / Modify / Modify children
iWD Viewers Full Control View / Modify / Modify children No Access View / Modify / Modify children
iWD Users Administrators Full Control View / Modify / Modify children No Access View / Modify / Modify children
General Users Administrators CX Insights User Administrators General Developers / Editors / Viewers CX Insights Developers / Editors / Viewers CX Insights Static Access Restrictions CX Insights Dynamic Access Restriction iWD User Administrators iWD Developers / Editors / Viewers
Table: User management capabilities in Release 9.0.010
General Users Administrators Create, Read, Update, Delete users Create, Read, Update, Delete users Create, Read, Update, Delete users Create, Read, Update, Delete users Create, Read, Update, Delete users Create, Read, Update, Delete users Create, Read, Update, Delete users Create, Read, Update, Delete users
CX Insights User Administrators Read only Create, Read, Update, Delete users Read only Create, Read, Update, Delete users Read only Read only Read only Read only
iWD User Administrators Read only Read only Read only Read only Read only Read only Create, Read, Update, Delete users Create, Read, Update, Delete users
Genesys Super Administrators Genesys Administrators Tenant User Administrators CX Insights report developers / editors / viewers Tenant Developers / Editors / Viewers CX Insights access restrictions CX Insights custom access restrictions
Table: User management capabilities in Release 9.0.009 and earlier
Genesys Super Administrators Full Control (Create, Read, Update, Delete users, and delete groups) Full Control (Create, Read, Update, Delete users, and delete groups) Full Control (Create, Read, Update, Delete users, and delete groups) Full Control (Create, Read, Update, Delete users, and delete groups) Full Control (Create, Read, Update, Delete users, and delete groups) Full Control (Create, Read, Update, Delete users, and delete groups) Full Control (Create, Read, Update, Delete users, and delete groups)
Genesys Administrators Create, Read, Update, Delete users Create, Read, Update, Delete users Read only Create, Read, Update, Delete users Create, Read, Update, Delete users Create, Read, Update, Delete users
Tenant Administrators Create, Read, Update, Delete users Create, Read, Update, Delete users Read only Create, Read, Update, Delete users Read only Read only


Subtractive access rights

In Genesys CX Insights / Microstrategy, access rights are controlled using a subtractive model. User access rights are restricted based on group membership. If a user is a member of more than one group, then the access restrictions of the most restrictive group are enforced. For example, a user who is a member of the groups Tenant Developers and Tenant Editors, has the privileges of Tenant Editors only. For this reason, Genesys recommends that you make each user a member of exactly one Admin Group and / or one Reporting Group.

If you are accustomed to historical reporting in Genesys Interactive Insights (GI2) / Business Objects, note that GCXI uses an entirely different approach to limiting access, and while the term access restrictions in GCXI refers to access rights granted to user groups, the same term in GI2 refers to restrictions placed on objects, rows, query types, and connections in the GI2 universe.

Video: Managing users

This video describes how to manage users, including how to:

  • create users
  • delete users
  • change users' passwords
  • change users' permissions

Changing another user's password

1

Use the following steps to change a password for another user (for example when they have forgotten their password) or to otherwise manage an existing user account.

To edit another user's account, you must log in as a member of a group that has the Create And Edit Users And Groups privilege.

  1. In your web browser, open the MicroStrategy Web Administrator page:
    http://<hostname>:<port>/MicroStrategy/servlet/mstrServerAdmin
  2. On the page that appears, select your server.
  3. On the MicroStrategy Web Administrator login screen, enter your user name and current password, and click Login. The Tools page opens.
  4. Click User Manager.
  5. Click a group of which the user is a member. A list appears, showing all the users in that group.
  6. Right-click the user's name, and in the menu, click Edit.
  7. In the Password field, enter the new password, and enter it again in the Confirm Password field.
  8. Select User must change password at next login, and make any other changes if required.
  9. Click OK.

Creating a new user

1

Use the following steps to create a new user account.

To edit another user's account, you must log in as a member of a group that has the Create And Edit Users And Groups privilege.

  1. In your web browser, open the MicroStrategy Web Administrator page:
    http://<hostname>:<port>/MicroStrategy/servlet/mstrServerAdmin
  2. On the page that appears, select your server.
  3. On the MicroStrategy Web Administrator login screen, enter your user name and current password, and click Login. The Tools page opens.
  4. Click User Manager.
  5. On the menu, click Create New User.
  6. Specify user information as appropriate, on each tab in the editor. If you need more information about any field, see the MicroStrategy Web Administrator Help. Be sure to:
    1. Include a Login Name, Full Name, Password, Confirm Password and other selections in accordance with your password policies (on the General tab).
    2. Assign at least one Group (on the Groups tab). By default, all users are also members of the group Everyone.
  7. Click OK.
  8. To verify that the user was created, open one of the groups to which you added the user (or open the group Everyone).

Deleting a user

1

Use the following steps to delete a user account.

To edit another user's account, you must log in as a member of a group that has the Create And Edit Users And Groups privilege.

  1. In your web browser, open the MicroStrategy Web Administrator page:
    http://<hostname>:<port>/MicroStrategy/servlet/mstrServerAdmin
  2. On the page that appears, select your server.
  3. On the MicroStrategy Web Administrator login screen, enter your user name and current password, and click Login. The Tools page opens.
  4. Click User Manager.
  5. Open a group of which the user is a member, for example Everyone.
  6. Hover over the user you plan to delete, and click Delete.
  7. Click OK.
This page was last modified on June 26, 2019, at 11:12.

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