Set Up Work Items

Work items require one or more custom scripts depending on the purpose for which your organization uses them. There are no generic scripts or scripting instructions. Before you begin the tasks on this page, talk to your CXone Account Representative about what you want to achieve by using work items. Your representative will involve CXone Professional Services, who will work with you to create a script that helps you reach your goal.

Complete each of these tasks in the order given.

Create a Campaign

Required permissionsCampaigns Create

If you've already created a campaignClosed A grouping of skills used to run reports. that you plan to use, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

  1. Click the app selector and select ACD.
  2. Go to Contact SettingsCampaigns.
  3. Click Create New.
  4. Enter a value in the Campaign Name field.
  5. Click Create Campaign.

Create a Work Item Skill

Required permissions: Skills Create and Skills Edit

The name of a skill should be meaningful. It's helpful to be consistent when naming skills. Decide on a standard format for skill names that works for your organization.

A skill name must have a minimum of 2 characters and a maximum of 30. Skill names may only contain letters, numbers, and these special characters:

  • Hyphens (-)
  • Underscores (_)
  • Periods (.)
  • Colons (:)
  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to Work Item. Specify the Type of queue the work item should enter as either Real-Time or Persistent. See the table below for more details on Type.
  5. Enter a Skill Name.
  6. Select the Campaign you want the skill to be part of.
  7. Configure the remaining optional fields in the Skill Information section as needed.

  8. If you want to use screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox. Modify the optional settings in the Screen Pops section if you want to customize your screen pops. This capability is only supported for CXone Agent suite. You can also do this later.
  9. If you want to change the default prioritization settings for this skill, modify the settings in the Priority Management While in Queue section. You can also do this later.

  10. If you want to change the default service level settings for this skill, modify the fields in the Service Level section.

  11. If you want to test how contacts in this skill change in priority over time compared to other skills, use the Priority Comparison tool. You can also do this later.
    1. In the Skills to Compare section, click +.

    2. Add Available skills until all skills you want to compare are in the Selected list. You don't need to add the skill you are currently editing; it appears in the graph automatically.

    3. Click Done.
    4. Use the Elapsed Time and Time Interval fields to define the period of time you want the graph to cover and the time intervalClosed A period between points, limits, or events, such as dates or times you want to mark a new point on the graph.

    5. Click Compare.

  12. Click Create. Complete additional configurations to customize or manage your skills.

Create the Point of Contact

Required permissionsPoints of Contact Create

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsPoint of Contact.

  3. Click Create New and select Single Point of Contact.
  4. For the Media Type, select Work Item.
  5. Enter a Name for the point of contact.
  6. From the Point of Contact drop-down, select the DNIS you configured earlier with NICE CXone that you want to reach this ACD skill.
  7. Select the ACD Skill you created earlier.
  8. Select the Script you created in Studio.
  9. If you want calls to this number to track IVR press paths for reporting, select IVR Reporting Enabled.
  10. Click Create Point of Contact.

Add Users to Work Item Skills

Required permissionsSkills Edit, Skills User Assignment

  1. Click the app selector and select ACD.
  2. Go to Contact SettingsACD Skills.

  3. Click the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to edit.

  4. Click the Users tab.

  5. Select the checkbox for each user you want to assign to the skill. Click Add Users.
  6. Set the Proficiency for each user in this ACD skill to a number between 1 (highest) and 20 (lowest). Click Save Proficiencies.

    If you don't click Save Proficiencies before leaving the page, all users you added to the skill profile will be removed.

Configure Work Item Contact Settings for Users

Required permissionsEmployees Edit

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Users.

  3. Open the user you want to modify and click the Contact Settings tab.

  4. In the Contact Refusal Timeouts section, enter a number of Seconds for work items. This value defines the amount of time an agent can be idle in an interaction before the interaction times out and is transferred to another agent.

  5. Set the users' skill proficiency level. To do so, click the drop-down in the Proficiency column and select the level you want to apply to each user. When the proficiency levels for all new users are how you want them, click Save Proficiencies.

Depending on how work items are used in your organization, consider whether to perform these optional tasks: