Digital Experience

CXone Mpower Digital Experience allows you to add digitalClosed Any channel, contact, or skill associated with Digital Experience. communication channelsClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. to CXone Mpower and manage them as you would other channels in your contact center. Digital channels include:

  • Social channels like Facebook, Instagram, and LinkedIn.
  • Messaging channels like WhatsApp, Instagram DM, and Facebook Messenger.
  • Chat, SMS (text) messaging, and email.

Agents can use the Agent Suite, MAX, or Salesforce Agent Lightning to handle digital interactions. Using the Agent Suite is recommended. You can have agents handle only digital interactions, only voice interactions, or both digital and voice interactions.

The Jungle, a subsidiary of Classics Inc., uses a variety of methods to communicate with customers. In addition to using traditional contact center channels like inbound phone, chat, and email, Jungle team members also:

  • Have heavy social media interaction with their customers using Facebook and Instagram.
  • Have direct conversations with their customers using messaging apps like WhatsApp and Facebook Messenger.
  • Regularly post video content to YouTube and engage with users about the videos.
  • Post job openings on LinkedIn.

By using CXone Mpower with Digital Experience, The Jungle is able to effectively manage all of their communication channels in a unified manner.

Key Facts About Digital Experience Administration

  • Some administration tasks for Digital Experience take place in the Digital Experience portal. Click the app selector (the grid icon in the CXone Mpower title bar), scroll to the Others section, and click Digital to launch this portal.
  • Agents can also access the Digital Experience portal. They can use the portal to modify their digitalClosed Any channel, contact, or skill associated with Digital Experience. profile. Digital profiles provide profile information that Digital Experience uses in some interactions. The digital profile doesn't change anything in the agent's CXone Mpower employee profile or impact any omnichannelClosed The ability to work on interactions from different channels at the same time. contacts they may interact with.
  • Digital Experience chat, email, and SMS channels are different from legacy ACD chat, SMS, and email channels. There is an ongoing effort to unify both types of messaging channels, but for now they require different configuration and do not include all of the same features and functionalities.
  • There are several channel features that can be utilized in messaging channelsClosed Direct interactions using social media like Instagram, WhatsApp, or Facebook Messenger and SMS, chat, and email. These features include the ability to set up appointment scheduling and payment processing, as well as create and display entry points for digital channels directly on your website.
  • Refer to CXone MpowerDashboard to manage digital reports, dashboards, and widgets. As of the 24.3 release, legacy digital reporting is no longer accessible in the Digital portal. You can also access digital data in some data download and prebuilt Business Intelligence (BI) reports in the CXone Mpower Reporting application.

  • If you use Digital Experience APIs, throttling limits protect you from other CXone Mpower clients' mistakes and also from your own potential mistakes. The goal is to protect infrastructure from unintentional (or intentional) DDOS-like situations.

    The following tables explain the different categories of limits. They are subject to change to allow NiCE the ability to find the right balance. If you are running into your limits frequently, contact your Account Representative.

    Contacts and messages:

    Action Limit Details
    Update contact 1 million per hour per tenant Includes contact creation, updating of any contact properties, and adding of new messages to the contact or any updates to those messages.
    Update Specific Contact 250 burst capacity up to 1,020 per hour with 17 refill amount per minute This protects you from inadvertently using up your overall Update contact, Send outbound message, and Store inbound message capacity by having some potential issue with a particular contact.
    Send outbound message 6,000 per minute (360,000 per hour) This will also consume Update contact.
    Store inbound message 360,000 per hour per tenant This will also consume Update contact.
    Get contact (including get contact messages) 120,000 per hour per tenant

    Many other operations like Update contact will also need to get the contact first to be able to update it.

    The reason why this number is lower than Update contact is that often you must get the contact once and then update it multiple times via Workflow Automation rules.
    Search Contact Data 5,000 per minute up to 300,000 per hour

    Visitors and visitor events:

    Action Limit Details
    Store a new Visitor 16,667 per minute (~1 million per hour) Includes visitor updates.
    Store a new Visitor Event 3 million per hour per tenant
    Visitor Events per single Visitor 125 burst capacity up to 480 per hour with 8 refill amount per minute This protects you from inadvertently using up your overall Store a new Visitor Event capacity by having a potential issue with a particular Visitor.

    Digital Experience chat:

    Action Limit Details
    Chat WebSocket Connections 20,000 per 5 minutes
    Individual Visitor WebSocket Connections 100 per 5 minutes This protects you from inadvertently using up your overall Chat WebSocket Connections capacity by having a potential issue with a particular Visitor.
    WebSocket events in DX chat 50 per 10 seconds (for example ~50 messages sent from chat to agent in 10 seconds) This protects customers for inadvertently using up your Update contact, Send outbound message, and Store inbound message capacity by having a potential issue with a particular chat session.

    CXone Mpower Agent and CXone Mpower Agent SDK:

    Action Limit Details
    Subscribe Agent to Contact 20 000 per minute This is equivalent of 20,000 agents each being subscribed to 5 contacts, since subscription is valid for 5 minute.
    Event Hub WebSocket Connections 2,000 per 5 minutes
    Distinct Agent WebSocket Connections 20 per 5 minutes

Key Facts About Digital Experience for Your Agents

A comprehensive product training video is also available for agents new to Digital Experience.

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