Permissions Required for AI Dashboards & Reports in BoldDesk
To provide visibility into how AI features are performing—without giving users the ability to modify AI configurations—you can assign read‑only analytics permissions to the relevant roles. Two specific permissions govern access to BoldDesk’s AI dashboards and reports:
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AI → View Insights
Grants read-only access to AI → Insights → Performance dashboards. Users can see trends and metrics for AI features (e.g., credits usage, agent performance, deflection, AI Copilot) but cannot change AI settings. -
Reports → View AI report
Grants read-only access to Reports module items under the System category (AI dashboards/reports). Users can open the report pages, filter (date/brand/channel), and export. They cannot create/manage scheduled reports unless that separate permission is enabled.
BoldDesk exposes all the AI analytics items in the Reports module and five dashboards in the AI → Insights → Performance page.
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Reports (System)
- AI Agent Performance Dashboard
- AI Agent Report
- AI Copilot Report
- AI Usage Dashboard
- AI Credits Usage Dashboard
- AI Credits Consumption & Balance Dashboard
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AI → Insights → Performance shows 5 dashboards (everything above except AI Usage Dashboard).
Permissions matrix
| AI → View Insights | Reports → View AI report | Reports module (System) | AI → Analytics → Performance |
|---|---|---|---|
| Enabled | Enabled | 6 AI Report Dashboards appear | 5 AI Report Dashboards appear |
| Disabled | Enabled | 6 AI Report Dashboards appear | No access (“You are not authorized”) |
| Enabled | Disabled | 5 AI Report Dashboards appear | 5 AI Report Dashboards appear |
| Disabled | Disabled | None appear | None appear |
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If you see six AI analytics items in Reports → System but only five dashboards in AI → Insights → Performance, the missing item is the AI Usage Dashboard. It appears only in Reports and is not shown as a tile under AI Insights.
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If View AI report is disabled (and View Insights is enabled), the AI Usage Dashboard is hidden from Reports. In this case, both Reports → System and AI → Insights → Performance will display five AI dashboards.
How to grant the permissions
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Go to: Admin → Roles and Permissions → open the role → Permissions tab.
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Enable AI → View Insights
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Ensure the AI module toggle is On.
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Check View Insights.
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Enable Reports → View AI report
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Ensure the Reports module toggle is On.
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Scroll to Reporting permissions and check View AI report.
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System roles vs. custom roles
- If system roles are locked, create a custom role, mirror the Agent capabilities, then add the two read-only permissions above. Assign the role to the target users.
Frequently Asked Questions (FAQs)
Q1) What permissions are required to view AI analytic Dashboards?
BoldDesk AI Analytics have two read‑only permissions:
- AI → View Insights (shows AI → Insights → Performance dashboards)
- Reports → View AI report (shows AI dashboards/reports under Reports → System)
Q2) Do both View Insights and View AI report permissions allow users to change AI configurations?
No. Both are read‑only. Users may view metrics and trends but are not permitted to alter AI settings.
Q3) When both View Insights and View AI report permissions are enabled, why do I see six items in Reports but five in AI Insights?
Reports → System lists six AI items, while AI → Insights → Performance shows five because the AI Usage Dashboard is available only in the Reports module and does not appear in Insights.
Q4) How do I enable both View Insights and View AI report permissions for a role?
- Go to Admin → Roles and Permissions → open the role → Permissions tab.
- Turn AI module On and check AI → View Insights.
- Turn Reports module On and check Reports → View AI report.
Q5) I see the message “You are not authorized to view this page” in AI → Insights. Could you please explain why?
Your role is missing the AI → View Insights permission.
