The NiCE CXone Omnichannel Routing (ACD) application allows you to configure inbound and outbound interaction channels
Various voice and digital communication mediums that facilitate customer interactions in a contact center.. Inbound channels include voice, chat, email, voicemail, SMS Short Message Service; also known as text messaging., and work items Customizable method of delivering contacts to an agent via Studio scripts..
Outbound channels include email, SMS, and voice. Outbound channels can be manual, such as an agent dialing a single contact. They can also be automated, such as a Personal Connection dialing campaign or proactive chat pop-ups on your website.
The Omnichannel Routing (ACD) application also allows you to configure general settings that support your interaction channels, your agents, and the way you route between the two. These include things like skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address., and quick replies.
Performance and Load Testing
NiCE CXone offers a service called Performance and Load Testing that you can use to perform stress tests on your Omnichannel Routing (ACD) system. This verifies it can handle traffic during change events and during peak times, such as holidays and new product launches. Performance and Load Testing can:
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Test inbound voice to IVR.
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Mimic an agent for full end-to-end call testing.
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Simulate outbound campaigns.
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Test NiCE CXone native chat and email, and Digital Experience (DX) chat, email, and social channels. NiCE CXone may not be able to test digital interactions handled through an application outside of the NiCE CXone suite.
You must contact your Account Representative to order a stress test. Once the test is ordered, the NiCE CXone Professional Services team manages the process for you. Using a NiCE CXone service to test your Omnichannel Routing (ACD) gives you full support from the NiCE CXone platform and team. This ensures careful monitoring and process management, keeping your Omnichannel Routing (ACD) safe.