Digital Experience

NICE CXone Digital Experience allows you to add digitalClosed Any channel, contact, or skill associated with Digital Experience. communication channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to CXone and manage them as you would other channels in your contact center. Digital channels include:

  • Social channels like Facebook, X (formerly known as Twitter), and LinkedIn.
  • Messaging channels like WhatsApp, X DM, and Facebook Messenger.
  • Chat, SMS (text) messaging, and email.

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

A comprehensive product training video is also available for those who are new to Digital Experience.

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, Instagram, and X.
  • 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 with Digital Experience, The Jungle is able to effectively manage all of their communication channels, and monitor their competition, in a unified manner.

Set Up Digital Experience

To get started with Digital Experience, you need to complete these steps. You must have a minimum of one channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. and one digital skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that's configured to route to an agent who is configured for Digital Engagement.

  1. Add channels (such as chat, email, Facebook, or X). The requirements and setup process varies for each channel.
  2. Configure the role and routing settings for your channels.
  3. Configure general system settings.
  4. Enable users as digital agents with the Digital Engagement attribute in their CXone employee profile, assign roles to them, and add them to digital skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
  5. If your agents will use the Salesforce Agent Lightning with Digital Experience, you need to map contact details between Salesforce and Digital Experience.

Key Facts About Digital Experience Administration

  • Some administration tasks of Digital Experience take place in the Digital Experience portal. Click the app selector (the grid icon in the CXone 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 employee profile or impact any omnichannelClosed The ability to work on multiple interactions from different channels at the same time. contacts they may interact with.
  • Digital Experience chat, email, and SMS channels are different from the omnichannelClosed The ability to work on multiple interactions from different channels at the same time. chat, SMS, and email channels that you may be familiar with. Your organization can use both the digital and the omnichannel versions of these channels at the same time.
  • There are several channel features that can be utilized in messaging channelsClosed Direct interactions using social media like Twitter DM, 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 Dashboard to manage digital reports, dashboards, and widgets. Reporting for Digital Experience is available in the Digital portal, but will eventually be deprecated. To continue to access, legacy reporting options in the meantime, click the app selector (the grid icon in the CXone title bar), scroll to the Others section, and click Digital to launch this portal. Then, click Reports in the top menu bar. The exception to this is the Digital Agents Set for Voice and Voice Agents Set for Digital data download reports, which you can access in the CXone Reporting application.

  • Throttling limits protect you from other 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 drop-downs 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 CXone 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 Agent and CXone 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

  • Agents must be configured for Digital Engagement in CXone and be assigned to at least one routing queue to use Digital Experience. If an agent cannot see the digital workspace in their agent application, one or both of these requirements may be missing.
  • Agents can use MAX or the CXone Agent to handle digital interactions. No additional configuration is required to use MAX with Digital Experience. If you use Salesforce Agent, you need to map contact details to Digital Experience.
  • 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 omnichannelClosed The ability to work on multiple interactions from different channels at the same time. interactions.
  • In both supported agent applications, agents can determine how and in what order to work the cases in their digital inboxes.
  • MAX supports all Digital Experience channels.

  • Salesforce Agent Lightning supports these types of interactions and channels:

    • Chat—Supports the Digital Experience live chatClosed Agents and contacts interact on a real-time basis feature. This channel supports inbound and outbound chat interactions.
    • Email—Email through Digital Experience is separate from omnichannel email. This channel supports inbound and outbound email.
    • SMS—Supports SMS through Digital Experience. 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.
    • Twitter—Supports Twitter direct messaging.
    • Facebook Messenger—Supports direct messaging using Facebook Messenger.
    • Instagram—Supports Instagram direct messaging.
  • If agents also have voice skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, they can handle both voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. contacts in the same agent application.
  • The MAX digital inbox user interface natively supports a different set of languages than the MAX agent application. Messages in supported Digital Experience channels appear in any language supported by your browser.

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