Manage Digital Points of Contact

In NiCE CXone, points of contact (POC) identify how interactions begin. They are associated with channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. Digital POCs define each digital method of communication your organization supports, such as email, chat, and social media or messaging.

You need to have one digital POC for each digital method of communication you support. If you have multiple chat channels, you need to have a POC for each one.

Creating digital POCs is part of setting up digital routing. After creating a digital POC, you must assign it a default digital skill and digital script.

Create a Digital Point of Contact

The steps for creating digital points of contact are different depending on the channel you're setting up. See the online help for the specific channel you're setting up:

Assign a Default Skill and Script to a POC

All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.

You must have at least one Studio script and one skill created in order to assign them to a point of contact. Outbound contacts should route via Digital Experience (DX) using routing queue filters, whether the point of contact has a Studio script assigned to it or not.

You can check whether a skill serves as a default or not. Go to ACD Skills and select the skill you want to view. In the Details tab, under Skill Information, the field Is Default Skill, displays either Yes or No.

Click the app selector and select ACD.
Go to Digital > Points of Contact Digital.
Select the channel you would like to configure and click Edit.
Select a Studio script from the drop-down.
Select a default skill from the drop-down.
Click Save.