Troubleshooting for WFM, Operations, and Scorecards SSRS report-based portlets

Use the troubleshooting steps found here to resolve issues you encounter with SSRS report-based portlets.

Portlet does not display on the dashboard Suite-wide unified dashboard that provides a single, quick view of valuable information across multiple applications. of user with whom it was shared

Details	Description
Symptom	A WFM, Operations, or Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. report-based portlet Visual building block in an application that is interchangeable, depending on system or user configurations (also known as a widget). was added to a dashboard and the dashboard was shared. However, the portlet does not display on the dashboard of the user with whom it was shared.
Possible cause	The role assigned to the shared user does not have the general View Report privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access.. This privilege is not associated with a specific report.
Action	Verify the role assigned to the shared user has the required report privilege. To check the Report privileges for the role of the shared user, go to User Management Module that an administrator uses to create a profile for each employee in their organization. > Security > Roles Setup. Report privileges are located under Framework. For all relevant WFM, Operations, and Scorecard reports, the role must have the following Report privilege: View Report

Details

Description

Symptom

A WFM, Operations, or Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. report-based portlet Visual building block in an application that is interchangeable, depending on system or user configurations (also known as a widget). was added to a dashboard and the dashboard was shared. However, the portlet does not display on the dashboard of the user with whom it was shared.

Possible cause

The role assigned to the shared user does not have the general View Report privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access.. This privilege is not associated with a specific report.

Action

Verify the role assigned to the shared user has the required report privilege.

To check the Report privileges for the role of the shared user, go to User Management Module that an administrator uses to create a profile for each employee in their organization. > Security > Roles Setup. Report privileges are located under Framework.

For all relevant WFM, Operations, and Scorecard reports, the role must have the following Report privilege:

View Report

Dashboard indicates that the user does not have the privilege to view a specific report

Details	Description
Symptom	A WFM, Operations, or Scorecards report-based portlet was added to a dashboard. However, the dashboard only displays a message that indicates the user does not have the privilege to view that specific report. This problem can occur for shared dashboard users and dashboard owners.
Possible cause	The role assigned to the user has the general View Report privilege, but does not have the View Report privilege for the specific report.
Action	Verify that the user has the required report privilege for the report. Go to Reports > Setup > Access Rights. In the left pane, select the report. In the right pane, locate the user role Entity assigned to users to define their access permissions to applications. and make sure that the View Privilege check box is selected.

Details

Description

Symptom

A WFM, Operations, or Scorecards report-based portlet was added to a dashboard. However, the dashboard only displays a message that indicates the user does not have the privilege to view that specific report. This problem can occur for shared dashboard users and dashboard owners.

Possible cause

The role assigned to the user has the general View Report privilege, but does not have the View Report privilege for the specific report.

Action

Verify that the user has the required report privilege for the report.

Go to Reports > Setup > Access Rights.
In the left pane, select the report.
In the right pane, locate the user role Entity assigned to users to define their access permissions to applications. and make sure that the View Privilege check box is selected.

Shared dashboard indicates that user does not have the privilege to configure a specific report

Details	Description
Symptom	A WFM, Operations, or Scorecards report-based portlet was added to a dashboard and the dashboard was shared. When the shared user configures the portlet and clicks Save, a message indicates that the user does not have the privilege to configure the report.
Possible cause	The role of your shared user does not have the correct combination of general report privileges. These privileges are not associated with specific reports.
Action	Make sure that the role for the shared user has the required general report privileges. To check the Report privileges for the role of the shared user, go to User Management > Security > Roles Setup. Report privileges are located under Framework. For all relevant WFM, Operations, and Scorecard reports, the role must have the following Report privileges: View Report Run Report (for ad hoc reports) For all relevant WFM and Scorecards scheduled reports, the role must have the following Report privileges: Administer Report Schedules Delete Report Schedules

Details

Description

Symptom

A WFM, Operations, or Scorecards report-based portlet was added to a dashboard and the dashboard was shared. When the shared user configures the portlet and clicks Save, a message indicates that the user does not have the privilege to configure the report.

Possible cause

The role of your shared user does not have the correct combination of general report privileges. These privileges are not associated with specific reports.

Action

Make sure that the role for the shared user has the required general report privileges.

To check the Report privileges for the role of the shared user, go to User Management > Security > Roles Setup. Report privileges are located under Framework.

For all relevant WFM, Operations, and Scorecard reports, the role must have the following Report privileges:
- View Report
- Run Report (for ad hoc reports)
For all relevant WFM and Scorecards scheduled reports, the role must have the following Report privileges:
- Administer Report Schedules
- Delete Report Schedules