CXone Mpower ACD

The CXone Mpower ACD is native to the CXone Mpower product. You don't have to install or connect it to CXone Mpower Workforce Management to make them work together. For more information about customizing the ACD and creating your preferred CXone Mpower routing experience, see CXone Mpower Routing.

To integrate CXone Mpower ACD:

  1. Configure CXone Mpower ACD by following the steps in the ACD integration in CXone Mpower WFM Configuration section in the Manage Tenants page.

  2. Route to the ACD application. Refer to ACD documentation.

  3. Remove the ACD Routing link from CXone Mpower ACD.

  4. Add the following information to ACD:

    Real-Time Data

    Data Support
    RTA Yes
    Reason Codes Yes

    Historical Data

    Data Support
    Skills Yes
    Interval Setting 15 minutes

    Data Types

    Data Support
    Inbound Voice Yes
    Outbound Dialer Yes
    Email Yes
    Chat Yes

    Fax

    		 Yes
    Text (SMS) Yes
    Web Yes

    Historical Adherence

    Data Support
    Agent Activity Log Historical adherence data is pulled every 15 minutes

  5. Reports

    Reports Support
    Agent Adherence Report Yes
    Real-Time Adherence Yes
    Event Sets Refer to the Mapping ACD Events in Environments with the NICE CXone Mpower ACD section in the Map ACD Events to Activities page.