Microsoft Teams

Channel Type Set Up & Details What Agents can Do
Microsoft Teams Collaboration and Messaging
  • Use Digital Experience to answer technical support questions a customer sends through Microsoft Teams.

 

Add a Channel for Your Microsoft Teams Account

  1. Click the app selector and select ACD.
  2. Go to Digital > Points of Contact Digital.

  3. Click Microsoft Teams.
  4. Click Create channel.
  5. Enter your Teams tenant id and a Channel name. Refer to Microsoft's documentation for specifics on how to find your tenant ID.
  6. Click Create.
  7. On the Microsoft Teams channels page, click Download on the row for your channel. This downloads a .zip file with the installation package.
  8. Log in to your Microsoft Teams application with your Microsoft 365 development account.
  9. Click AppsUpload a custom app.
  10. Select the installation package .zip file you downloaded from Digital Experience and complete the installation process. Refer to Microsoft's documentation for specifics.
  11. Click Add to finalize the connection to Digital Experience.

Configure Permissions

You need to add this channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to each role that will use the channel. When you add a channel to a role, you need to configure permissions. These determine what users assigned to the role can do when interacting with the channel.

You can add this channel to existing roles or create a role in the CXone Admin application specifically for this channel. Digital Experience users can only have one role.

If you create a new role for this channel, be sure to include any necessary permissions from the Digital Engagement list on the Permissions tab in the CXone Admin application. When you save the new role, it appears in the ACD > Digital > Roles list, where you can add channels and permissions, as well as assign the role to digital agentsClosed An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. . Agents using CXone Agent need to have the Digital Engagement attribute enabled and be assigned to a digital skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.Agents either need the Digital Engagement attribute enabled or a digital skill assigned to them to handle digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions. However, if you want agents to be able to use other features like searching posts, cases, or messages, you must enable the corresponding permissions.

Be sure to add the Reply permission for all roles that need to interact with contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. Without this permission, users with the role can't reply to interactions. In addition to this permission, you must also enable the Skills View permission in the Admin application to allow agents reply to messages.

  1. Click the app selector and select ACD.
  2. Go to Digital > Roles.

  3. Click the Edit icon for the role you want to use.
  4. In the Channels section, locate the channel you want to configure permissions for and click Edit permissions.
  5. Select the checkboxes in the channel's row for each permission you want to add to the selected role.

  6. Click Save. Continue adding permissions for other channels, as needed.

Configure Routing and Queues

You must create new digital skills in ACD. Using digital scripts is the recommended method for routing digital contacts. It's easier to build and troubleshoot the routing workflow using the visual interface of a Studio script. With routing queues, it can be a challenge to keep track of the many rules required to route contacts. You can also use Workflow Automation to create rules that work with digital skills.

You can still use these steps to configure existing routing queues, but queue creation has completely migrated to ACD skills.

You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDigital > Points of Contact Digital.

You need to define how Digital Experience routes messages that come in through this channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. You can modify the filters for existing routing queuesClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. to also route for this channel.  Routing queues in Digital Experience are similar to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in ACD.

  1. Click the app selector and select ACD.
  2. Go to Digital > Routing Queues.

  3. In the table, locate the routing queue you want to work on and click Filters.
  4. Locate the filter you want to use and click Conditions. You can also add a new filter.
  5. Click Add condition.
  6. Use the drop-down to select Included channels rule, then click Create condition for selected type.
  7. Click Add for each channel you want in the routing queue. Review the Selected Channels section when you're done, then click Back. Changes are saved automatically.

Create a Digital Skill

Required permissions: Skills Create and Skills Edit

Agents using CXone Agent need to have the Digital Engagement attribute enabled and be assigned to a digital skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.

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 Digital. DigitalClosed Any channel, contact, or skill associated with Digital Experience. skills will always be Inbound unless you are using Personal Connection or BYOC.
  5. Enter a Skill Name.
  6. Select the Campaign you want the skill to be part of.
  7. To use rich content in your outbound message, select a Message Template.
  8. To add a sub-skill to this skill, select the checkbox. This only applies if you use digital routing queues for contact skill assignment. This is not the recommended routing method. Using Studio scripts is the recommended method to manage contacts and assign skills.
  9. Configure the remaining optional fields in the Skill Information section as needed.

  10. 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, use the POPURL action in Studio. This capability is only supported for the CXone Agent suite.
  11. If your organization uses dynamic delivery, use the Routing Configuration section to customize the routing experience for this skill. To do so, select an Evaluation Criteria and configure any related settings.

    Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

    • Skill Proficiency: This is the default setting. Routing decisions prioritize the agent with the highest configured proficiency level for the skill.

    • Preferred Agent: Routing decisions prioritize the agent who last handled the same case or contact. If you select this option, you must configure these settings: 

      • Focus Metric: Specifies which agent is the preferred agent. Choose between: 

      • Focus Lock: Specifies what happens when the preferred agent is unavailable. Choose between:

        • When Offline: The interaction waits in queue until the preferred agent becomes available or the Fallback Time is exceeded. When the Fallback Time is exceeded, the interaction routes to another agent based on skill proficiency. The receiving agent becomes the new preferred agent for the case or contact.

        • When Available: An agent may be in an available state, but still not be immediately available. For example, they may have an available status, but be handling ACWClosed State that allows an agent to complete work requirements after finishing an interaction, responding to a message from another contact, or otherwise busy. In this case, you must also configure Fallback Time to determine how long to wait for the preferred agent. When the Fallback Time is exceeded, the interaction routes to another agent based on skill proficiency. The receiving agent becomes the new preferred agent for the case or contact.

      • Fallback Time: The number of seconds to wait for the preferred agent to become available. For example, if you enter 900 seconds, the system will wait 15 minutes before routing the contact to another agent. If you choose to use Preferred Agent to route contacts, you must enter a value between 1 and 5,256,000. If you leave this field blank, you receive an error message.

      Any interaction that enters the queue without an applicable contact or interaction history routes to an available agent based on skill proficiency.

  12. If you want to change the default service level settings for this skill, modify the fields in the Service Level section. This only appears if you are configuring an Inbound skill.

  13. To require agents to manually accept or reject interactions for this skill, select the Accept / Reject checkbox. If an agent rejects an interaction, it returns to the queue.
  14. To enable a countdown timer for agent responses, go to Agent Response section. This capability is only supported in Agent. You can also do this later.

  15. To unassign contacts after a timer expires, go to the Customer Response section. This capability is only supported in Agent. You can also do this later.

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

Configure Default Skill and Studio Script

You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDigital > Points of Contact Digital.

  1. Click the app selector and select ACD.

  2. Go to Digital > Points of Contact Digital.

  3. Select the channel you would like to configure and click Edit.

  4. Select a Studio script from the drop-down.

  5. Select a default skill from the drop-down.

  6. Click Save.

Configure Service Level Agreement (SLA) 

SLAs help you track how effective your agents are in managing their casesClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Digital Experience lets you configure SLAs globally and per channel. The speed of communication can vary widely from channel to channel, so you might want different SLAs for channels with slower communication speed. For example, a live chatClosed Agents and contacts interact on a real-time basis takes place in real time, but an email or SMS conversation may take days of back-and-forth between the agent and the customer.

SLAs are only calculated during your configured business hours.

Agents can see the current SLAs for a case display when they click in the reply field.

If you want to configure an SLA for this channel, complete this task. Otherwise, you can skip it.

  1. Click the app selector and select ACD.
  2. Go to Digital > SLA.

  3. Locate the channel you want to configure and click Edit.
  4. Set the toggle to YES if you want the channel to follow the global SLA or to NO, DIFFERENT to configure a specific SLA for this channel.
  5. Use the drop-downs to set the number of days, hours, and minutes to set the First Response Time and Solution Time for this channel.

  6. Click Save.