NiCE CXone Digital Experience (DX) allows you to add digital
Any channel, contact, or skill associated with Digital Experience (DX). communication channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. to NiCE CXone 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 Workspace (Agent) Suite, MAX, or Salesforce Agent Lightning to handle digital interactions. Using the Agent Workspace (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 NiCE CXone with Digital Experience (DX), The Jungle is able to effectively manage all of their communication channels in a unified manner.
Accessibility
Digital Experience (DX) aims to follow WCAG 2.2 AA standards. Features are tested for keyboard navigation accessibility and JAWS screen reader compatibility. NiCE conducts regular accessibility audits and more for Digital Experience (DX). The old UI design of digital chat channels meets WCAG 2.1 requirements. The redesigned digital chat interface is currently undergoing an accessibility audit to meet WCAG 2.2 requirements.
Key Facts About Digital Experience (DX) for Your Agents
- To use Digital Experience (DX), agents must be:
- Configured for Digital Engagement in NiCE CXone.
- Assigned to at least one routing queue.
If an agent cannot see the digital workspace or receive digital interactions
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in their agent application, one or both of these requirements may be missing. - No additional configuration is required to use MAX or NiCE CXoneAgent Workspace (Agent) Suite applications with Digital Experience (DX). To use Salesforce Agent, you need to map contact details to Digital Experience (DX).
- Agents can handle both voice and digital interactions in the same agent application. Digital interactions come into a digital inbox Area where cases appear in the digital interaction workspace in an agent application.. Agents can decide how to handle each contact The person interacting with an agent, IVR, or bot in your contact center. from there. All digital interactions come into the same digital inbox in the agent application, no matter what channel the interaction originates from.
- In NiCE CXoneAgent Workspace (Agent) applications, there is one inbox for both voice and digital interactions.
- In MAX, there is a dedicated workspace for digital interactions. This workspace, or digital inbox, does not use any of the configurable custom workspaces in MAX, which remain available for other purposes.
- In Salesforce Agent Lightning, the digital inbox is on a separate tab from the space where agents handle omnichannel The ability to work on interactions from different channels at the same time. interactions.
- In all supported agent applications, agents can determine how and in what order to handle digital interactions.
- NiCE CXoneAgent Workspace (Agent) applications support these digital channels.
- MAX supports all Digital Experience (DX) channels.
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Salesforce Agent Lightning supports these types of interactions and channels:
- Chat—Supports the Digital Experience (DX) live chat Agents and contacts interact on a real-time basis. feature. This channel supports inbound and outbound chat interactions.
- Email—Email through Digital Experience (DX) is separate from omnichannel email. This channel supports inbound and outbound email.
- SMS—Supports SMS through Digital Experience (DX). This is different from omnichannel SMS.
- WhatsApp—Supports messaging in response to customer inquiries. Salesforce Agent doesn't support sending proactive outbound messages with the WhatsApp channel.
- Facebook Messenger—Supports direct messaging using Facebook Messenger.
- Instagram—Supports Instagram direct messaging.
- Chat—Supports the Digital Experience (DX) live chat
- The MAX digital inbox user interface natively supports a different set of languages than the MAX agent application. Messages in supported Digital Experience (DX) channels appear in any language supported by your browser.
A comprehensive product training video is also available for agents new to Digital Experience (DX).
Key Facts About Digital Experience (DX) Administration
- Some administration tasks for Digital Experience (DX) take place in the Digital Experience (DX) portal. Click the app selector (the grid icon in the NiCE CXone title bar), scroll to the Others section, and click Digital to launch this portal.
- Agents can also access the Digital Experience (DX) portal. They can use the portal to modify their digital Any channel, contact, or skill associated with Digital Experience (DX). profile. Digital profiles provide profile information that Digital Experience (DX) uses in some interactions. The digital profile doesn't change anything in the agent's NiCE CXone employee profile or impact any omnichannel The ability to work on interactions from different channels at the same time. contacts they may interact with.
- You can restrict user data visibility to only the divisions they are authorized to view. This ensures users can access only the information relevant to their assigned divisions.
- Digital Experience (DX) 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 channels Direct interactions using social media like 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 NiCE CXone Dashboard 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 reports in the NiCE CXone Reporting and Dashboard applications.
- Digital Experience (DX) integrates with Interactions Hub to manage sensitive data. This helps identify and protect the anonymity of contacts The person interacting with an agent, IVR, or bot in your contact center. and interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This includes message content as well as any attachments. Applications such as app, Quality Management (CXone) and Supervisor Workspace (Supervisor), can search for digital messages, agents, contacts, and interactions more easily through Interactions Hub. This provides more control over data storage policies.
Digital Experience (DX) API Throttling Limits
If you use Digital Experience (DX) APIs, throttling limits protect you from other NiCE CXone 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 (DX) 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. |
NiCE CXone app and NiCE CXone app 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 |
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