Manage Employee Accounts with Okta

A SCIM integration allows user data to sync from Okta to NiCE CXone. After you integrate, you can create, update, and deactivate NiCE CXone employee accounts in Okta.

Create New Users in NiCE CXone with Okta

Users that you create and assign to the NiCE CXone integration in Okta will automatically be created in NiCE CXone. NiCE CXone users created in Okta will automatically be assigned to the Agent role. The first name, last name, username, and email fields for these users can only be updated in Okta. Any status changes to these users should flow through Okta. You cannot change the status of the user in NiCE CXone. All other fields, including the user's role, can be changed in NiCE CXone.

  1. Create the user on Okta.

    1. Log in to your Okta management account.

    2. Go to Directory > People.

    3. Click Add person.

    4. Enter the user's First name, Last name, Username, and Primary email. The username must be a valid email address.

    5. If you have employee templates set up in NiCE CXone, enter the template that you want to apply to the new user. This lets you quickly apply preconfigured settings to the new user, like their primary role.
      You can also manually enter the user's Display Name, Middle Name, Mobile Number, Time Zone, Type, Login Authenticator, Primary Role, and Team. Before you can import these fields, you have to enable them for your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. on the Account Settings page.

    6. Click Save.

  2. Provision the new user for NiCE CXone.

    1. Go to Applications > Applications on Okta's left-navigation menu.

    2. Click the NiCE CXone integration that you created previously.

    3. Go to the Assignments tab.

    4. Click Assign, then click Assign to People.

    5. Search for the name of the user you just created, and click Assign.

    6. Click Save and Go Back. The user you created and assigned to the NiCE CXone integration is created automatically in NiCE CXone. If the integration fails, then there will be a red flag next to the user you just assigned. This flag means that the user couldn't be created automatically in NiCE CXone.

  3. Verify that the user was created in NiCE CXone.

    1. Log in to NiCE CXone.

    2. Click the app selector and select Admin.

    3. Click Employees on the left-navigation menu.

    4. Search the name of the user you created and assigned in Okta.

Update NiCE CXone Users with Okta

  1. Log in to your Okta management account.

  2. Go to Applications > Applications on Okta's left-navigation menu.

  3. Click the NiCE CXone integration that you created previously.

  4. Go to the Assignments tab.

  5. Click on the user that you want to update.

  6. Go to the Profile tab, and click Edit.

  7. Edit the user as necessary, then click Save.

Deactivate NiCE CXone Users with Okta

  1. Log in to your Okta management account.

  2. Go to Applications > Applications on Okta's left-navigation menu.

  3. Click the NiCE CXone integration that you created previously.

  4. Go to the Assignments tab.

  5. Click the X to the right of the user that you want to deactivate.

  6. Click OK in the Unassign User window.