Manage Tenants

This application includes much of the functionality associated with the base NiCE CXone communications platform. Features and applications are grouped into these categories:

• Core: Essential features such as contact The person interacting with an agent, IVR, or bot in your contact center. handling.

  The Advanced Routing Features section includes: 

• Multiple Attributes: Lets you route contacts based on more than one routing attribute.

• Least Occupied: Lets you configure skills to route 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. to agents with the fewest active contacts and who haven’t hit their limit. This helps spread work evenly across agents.

• Most Occupied: Lets you configure skills to route interactions to agents with the most active contacts and who haven’t hit their limit. This helps make the most of agent availability.

• NiCE CXoneReporting, Data, and Dashboards: Features such as Performance Management (Integrated) (Standalone), and custom reporting.
• Agent Applications: Applications for agent use in NiCE CXone.
• NiCE CXoneStudio: Enables features accessible via Desktop Studio and Studio.
• NiCEWEM Integrated: Allows you to enable one or more of the listed integrations.
• Attendant: Options for Attendant.
• Advanced Routing Features:  Features for advanced routing, such as multiple attributes.

Directory Sync Settings: The presence look-up applications you can use to sync agent states between ACD and your selected applications.

If the tenant uses Interaction Analytics (CXone) with Recording Management (CXone), you must select Recording Advanced and enable stereo recording. Go to Tenants > Applications & Features > Recording > Recording Mode and select Recording Advanced and Stereo.

Select either Interaction Analytics (CXone) Advanced or Interaction Analytics (CXone) Premium. Using NiCE CXone metrics with Interaction Analytics (CXone) requires Premium.

Enables behavioral models for use in NiCE CXone: 

• Customer satisfaction.
• Sales effectiveness.

When the Analytics Services license is enabled and:

• Analytics Policies feature is ON, the Analytics Policies: View permission appears in Admin roles & permissions.

• The Redaction Profile feature is ON, the Redaction Profile: View permission appears in Admin roles & permissions.

BCP

This feature is part of a Controlled Release program. Contact your account representative if you're interested in knowing more.

Enables Multi-Region Business Continuity Plan (Business Continuity Plan).

• BCP Configurations: Select this option to allow a user to initiate the syncing of data from the primary to secondary system.
• BCP Tenant Enablement: Select this option to allow a user to switch between the primary and secondary system.

Available Regions: Select the region where your Multi-Region Business Continuity Plan (Business Continuity Plan) tenant is located.

DR Tenant: Select the ID of your  Multi-Region Business Continuity Plan (Business Continuity Plan) tenant.

Passkey: Click Generate Passkey, then click Copy Passkey. Save the passkey somewhere secure or provide it to the user who will enable the backup system. When enabling the backup system, the user must enter the passkey.

• Supervisor Workspace (Supervisor): Select this for the Supervisor Workspace (Supervisor) features.

• Supervisor Workspace (Supervisor) CSAT: This license is available for organizations with the NiCE CXone CSAT package. When enabled, the Urgent Assist feature in Supervisor Workspace (Supervisor) will be enabled.

• Copilot for Supervisors: This license is available for organizations with NiCE CXoneAI package. When enabled, the Alerts insights feature in Supervisor Workspace (Supervisor) will be enabled.

  This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your account representative.

Controls the applications available in Interactions Hub:

• Data Policies

Enables NiCE CXoneDesktop Discovery and allows selection of the following features: 

• NiCE CXone Desktop Discovery (Hybrid)
• NiCE CXone Desktop Discovery Client
• Desktop Discovery (Advanced)
• NEVA for Compliance

Controls the applications available in Monitoring Gateway:

• Voice Diagnostics
• Log Reader
• Self-Service Port Management
• POC Provisioning
• Voice Quality Metrics

For Cloud Storage Services, select the following flags to give access to the tenant:

• Adv. Storage for ACD Recordings: Select Adv. Storage For ACD Recordings to upload all your files (from file server) to cloud storage. Disable this option to store all your files in the file server.
• Custom Storage: Select Custom Storage to make it available on the Storage Settings page.
• Custom KMS: Select Custom KMS to make it available on the Storage Settings page.

• Dispositions: Select Dispositions to enable disposition-basedTTL The period of time these interactions are retained and the timing of their deletion. You define the TTL settings for your interactions. rules. This feature is part of a Controlled Release program. Contact your account representative if you're interested in knowing more.

• Advanced File Scan: Select to enable the ability to upload digital file attachments up to 100 MB.

Cloud Storage Services is available by default to all NiCE CXone users.

Select Custom Storage and Custom KMS to make them available on the Storage Settings page.

For Data Share, select the Data Share option.

For Data Streams, select the Data Streams option. You can opt to enable IVR Log.

Enables Quality Management (CXone):

• QM: Includes the core quality assessment capabilities, such as evaluation forms, plans, and monitoring views to evaluate agent interactions.

• QMAdvanced: Includes all QM license features and analytics capabilities that provide additional insight into agent performance using categories
• QMPremium: Includes all QM license features and additional agent behavior insight capabilities. To access the features with this license, the tenant must have both the QMAdvanced and QMPremium licenses enabled. The QMPremium license will continue to be available within the Enlighten bundles and for expanding existing QMPremium deployments.

If you are using QM with Recording Management (CXone), you must select Recording Advanced. Go to Tenants > Applications & Features > Recording and select Recording Advanced.

If you are using QMAdvanced with Recording Management (CXone), you must select Recording Advanced and enable stereo mode. Go to Tenants > Applications & Features > Recording and select Recording Advanced and Stereo.

Recording options

License options:

• Recording Advanced, the following features are available:

  • NiCE CXoneACD (Voice) calls recording. Select this license for voice and screen recording.

  • Store & Forward.  Select this license for importing voice and screen recording, and other supported interactions to NiCE CXone using Recording AppLink (NiCE Recording Management (Engage)), Outbound Engagement (SmartReach), CRM Ticketing and other future integrations. If selected, choose at least one integration.

  • Third Party Telephony Providers. Select this license when using Engagement Hub (Multi-ACD/Open) and select one or more telephony providers from third-party systems like Avaya, Cisco, Genesys, MS Teams, Amazon Connect or other future integrations. If selected, choose at least one vendor.

  • Screen Recording Advanced. Select Screen Recording and Screen Recording – Advanced to enable the ScreenAgent Manager application on top of screen recording features for NiCE CXone ACD and/or Engagement Hub (Multi-ACD/Open).

  • Real-Time Recording Status Update. Select this license to show recording notifications in NiCE CXone Agent Workspace (Agent) applications and NiCE CXone Supervisor Workspace (Supervisor).

  If you need to use more than one of the above recording methods, select all the relevant options for side-by-side recording.

• Recording Basic: Select this license for voice recording only (no option to use QM/IA).

• Migrated Calls: Select this license for migrating historical call data into NiCE CXone using Migrated Calls solution.

Recording Mode: Select either stereo or mono.

• If the tenant uses QMAdvanced or Interaction Analytics (CXone) with Recording Management (CXone), you must:

  • Select Recording Advanced and Stereo.

  • For Systems Type, choose one of the four options (Lab, Standard, Large and Very Large). described above. The choice is permanent once saved.

• If you are using Microsoft Teams as your third party telephony provider, Standard is the only system type available. System Type Selection options do not display.

• The following system restrictions apply:

  • System Type Selection: The system type can only be chosen during the creation of a new tenant and is set to Standard by default.

  • Modification Restriction: Once created, the system type option is disabled and cannot be changed during updates to this tenant.

  • Known Limitation: If side-by-side recording permissions are added during a tenant update, there is currently no option to change the system type.

ACD Integration: Select from the drop-down of supported ACD integrations.

If integrating your ACD via the WFM Engagement Hub, you need to have the WFM Advanced license enabled.

Enables features for X-Sight in the following categories: 

• X-Sight Core
• X-Sight Entitlements
• External Data Enrichment
• Security
• X-Sight Commons
• File Upload
• Aggregations
• SAM Analytics Models
• Fraud Analytics Models
• Entity Risk Analytics Models
• Entity Risk Scoring
• Lists
• Business Metrics
• Business Configurations
• ML Features
• ML Models
• Data Mapping
• Data Prioritization

The following features are available:

• Data Exploration
• SAM
• IFM
• Visual Analytics
• AML Reports
• FRAUD Reports
• Quarterly Review Snapshots
• Market Insights Report
• Project Workspace

Enables the following features for Agent Workspace (Agent) applications: 

• Agent Configurations: Enables the integration of Agent Workspace (Agent) applications with third-party CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories..
  • Data Memorialization: Allows data to be popped into CRM records.
  • Dynamic Data: Allows selection of which CRM fields appear in the Agent Workspace (Agent) application.
• Agent for Microsoft ACS: Enables the Agent Workspace for Microsoft ACS (Agent for ACS) application.
• Standard Address Book 2.0: Enables the address book functionality in Agent Integrations .

• Enhanced Customer Card: Enables Agent Workspace Advanced (Enhanced Customer Card).

• Desktop Profiles: Allows you to configure desktop profiles.

These settings apply to: Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace (Browser Extension) (Agent Integrated). and Agent Workspace for Microsoft Teams (Agent for Microsoft Teams).

Enables the following features: 

• Automation & AI: Enables the visibility of the Automation & AI page in NiCE CXone.
• Connect Auth: Enables the use of the CONNECTAUTH Studio action. This action is used with Integration Hub.
• Connect Request: Allows the use of the CONNECTREQUESTStudio action. This action is used with Integration Hub.
• Custom Agent Assist Endpoint: Enables the use of Custom Agent Assist Endpoints.
• Google CCAI Agent Assist: Enables the use of Google Contact Center AI.

Enables divisions for the tenant. Contains the following settings: 

• Division Management: Enables users to create, organize, and maintain divisions within the tenant.

  • Division Visibility Control: Enables users to assign specific entities to a division.