Set Up Omnichannel Session Handling

If you haven't already done so, contact your NICE CXone account representative to help you enable Omnichannel Session Handling (OSH).

Complete each of these tasks in the order given.

Enable OSH for Your Business Unit

  1. Click the app selector and select ACD.

  2. Go to ACD ConfigurationBusiness Units.

  3. Click Edit.
  4. In the Contact Handling section, set Contact Handling Method to Omnichannel.
  5. Read the verification pop-up and click Yes.
  6. Scroll to the top of the page and click Done.

Configure OSH for Teams

Once you enable OSH for your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, you can customize the experience for each team.

  1. Click the app selector and select Admin.

  2. Click Teams.

  3. Click the team you want to edit.
  4. Click the Contact Settings tab.
  5. Set the Delivery Mode in Team Defaults to Omnichannel or Single Contact.

  6. If you use Salesforce External Routing to route chats and cases to your agents, set the default number of Chats and Emails to Off. Otherwise, move to the next step.

  7. Set the default number of concurrent interactions for Chats and Emails. Set the default number of maximum concurrent interactions for SMS, Digital, and Work Items you want agents on the team to handle.

  8. Set the Total Contact Count to the maximum number of interactions of any type you want agents on the team to handle at the same time.

  9. Toggle on the Request Contact and Auto-focus options to change the experience agents have in the agent application as needed.

  10. If you want any agents on the team to have different settings, you can modify them by selecting Custom instead of Default for that agent and then entering a new value for the setting. Settings at the agent level override settings at the team level. Alternatively, you can configure those settings in the ACD User profile.
  11. Click Done.

Configure OSH for Users

User OSH settings override team OSH settings. For example, you can specify that a user on an omnichannel team uses single channel handling, and vice versa.

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Users.

  3. Click the ACD user profile you want to edit.
  4. Click the Contact Settings tab.
  5. Click Edit.
  6. To customize the agent's individual settings, clear the Team Default checkbox.
  7. Set the Delivery Mode of the agent to Omnichannel or Single Contact.

  8. If the agent uses Agent for Oracle Service Cloud or Salesforce-routed chats and cases:

    • Set the default number of Chats and Emails to Off.
    • Set the default maximum number of Work Items you want the agent to handle.
    • Set the Total Contact Count to the maximum number of contacts you want the agent to handle at the same time.
    • If you want to, toggle on the Request Contact and Auto-focus options.
  9. If the agent uses MAX or Agent for Salesforce:

    • Set the default maximum number of Chats, Emails, SMS (only available in Agent for Salesforce, and Work Items you want the agent to handle.
    • Set the Total Contact Count to the maximum number of contacts you want the agent to handle concurrently.
    • Enable the Request Contact and Auto-focus options as needed.
  10. Click Done.