Implementation Expectations

We want your NICE CXone implementation to go as smoothly as possible. This page outlines what you can expect of us, and what we expect of you, to make sure that happens. It also outlines specific considerations for general, technical, resource, and training factors. All references on this page to "we", "us", and "NICE CXone" mean the NICE CXone Implementation Team. All references to "you" and "your" mean the customer.

Your Roles and Responsibilities

This section summarizes what we expect from your side to make sure your deployment is successful.

  • Your project workbook outlines the coordination tasks and communication responses specific to your implementation. We expect you to complete the tasks and provide the responses in a timely manner.
  • Collaborate with us in a timely way to create the project plan for your implementation, and to modify it if circumstances delay the schedule.
  • If there are any deadlines affecting your ability to meet the requested go-live date, you will fully disclose them to us.
  • Respond to and agree with the Requirements Approval email before development starts.
  • Complete any end-user testing on schedule as described in the project plan.
  • Respond to and agree with a Build Completion Form via email before go-live activities begin.
  • Provide an environment that meets the minimum requirements documented on these pages: Platform Requirements, Ports, and Supported Languages.
  • Provide NICE CXone with written notice at least fifteen (15) calendar days before the scheduled start date of any activities in your project plan if you need to reschedule the activity. Providing a shorter notice period to NICE CXone may result in delays for the entire project schedule. It may also result in additional costs you are responsible for, such as travel and expenses, airfare change fees, hotel change fees, and any other applicable rescheduling fees. Proceeding with this project means you agree to provide the notice outlined here or otherwise pay any such fees NICE CXone incurs in connection with rescheduling.
  • Your designated resource will make sure all required documentation is completed by the dates in the agreed-upon project schedule. This resource will also provide timely access to appropriate stakeholders, project managers, approvers, decision makers, technical teams, and so on.
  • You are responsible for ensuring the responsiveness and performance of any third-party vendor (TPV) or subcontractor you engage in connection with the implementation of the NICE CXone solution. If a third-party vendor or subcontractor misses commitments or dates, delivery dates will need to be assessed and adjusted. In this situation, the 15-day notice applies.
  • You agree to follow our implementation methodology and practices. This methodology has been successful for thousands of implementations.

Overall Expectations

NICE CXone determines the Professional Service personnel who will work on your implementation. We make the selections at our discretion based on timeline, your needs, and personnel availability.

NICE CXone normal business hours are Monday through Friday, 6:00 AM to 6:00 PM Mountain Time (MT). All work, including cut-over and testing, must be completed during these hours unless you make special, advance arrangements through your NICE CXone project manager. Normal business hours for NICE DEVone partners or certified implementation partners may differ from ours.

We will remotely perform all implementation services defined in your project plan or in other written agreements between us (such as your statement of work, or SOW).

Technical Expectations

NICE CXone ACD/IVR

You must confirm that your environment meets all the system requirements outlined on the Platform Requirements and Ports pages.

If you're providing any new or updated audio prompts to us, they must be in one of the following formats. You will also have the ability to add, manage, and record your own IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. prompts.

  • 8-bit MONO µ-law
  • 64 kbps
  • 8kHz WAV

If you need to increase or decrease queue or concurrent call handling capacity, your authorized contact must submit a request to NICE CXone Support to change the number of universal ports available for your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

If you transfer interactions off the NICE CXone platform, using Studio or any agent application, this may have billing implications such as additional port and telephone usage costs. Refer to your contract for details.

Any station or outbound phone skill that is not configured with a specific caller ID will be assigned the Global Caller ID.

Your NICE CXone team will create initial contact scripts based on our best practices. Aligning scripts to your quality assurance or development practices is out of scope. NICE CXone implements ACD/IVR scripts by using a single code environment and a multi-stage deployment process. This process is:

  • All points of contact (POC) are routed through one entry script.
  • Each POC is designated for one of the environments (_DEV, _PROD, and so on) through a variable in the different versions of the scripts.
  • The entry script routes contacts to the appropriate environment based on the POC they came in on. Additional custom environments can be defined and created, if required. This process is also used for scripting elements like prompts, grammars, integrations, and other files.
  • We start script development on the _DEV version of the script. Once scripts have passed testing, we make a copy with _PROD appended for production use.
  • Since a business unit is still a single code environment, with replicated environments defined through scripting, default database-defined elements (such as agentIds, skillIs, and so on), are the same in all versions of the scripts.

Blind transfers out of the NICE CXone system end call progress and recording. if applicable. This also frees the port used for the call. For transfers within the NICE CXone system, call progress monitoring and recording continue. These transfers also consume two ports.

Call recordings are not available for blind transfers outside the NICE CXone system.

Call recordings on the NICE CXone platform begin when the interaction is delivered to the agent. No recordings are made prior to the OnAnswer action in the script.

If your system includes CXone Workforce Management (CXone WFM), the CXone WFM implementation go-live dates follow ACD/IVR go-live dates for training and final configuration. This is due to the requirement of completing the project using actual production data.

Integration

Integration to systems or services that are not explicitly defined in your SOW are out of scope for your implementation project.

Integration endpoints must be available and accessible for development and testing as outlined in the project plan we create together.

NICE CXone reserves the right to limit integration transactions as need to preserve the stability of the CXone platform.

The return size of any integration payload cannot exceed 32 KB of data.

If your project requires integration to an ADO (ActiveX Data Object) or ODBC (Open Database Connectivity) database, you must install, configure, and maintain a secure database connector provided by NICE CXone. This connector runs as a service on your network. It establishes a secure tunnel to NICE CXone and authenticates to your database. You are responsible for developing the database queries you want NICE CXone to run. These queries should be in the form of a stored procedure, and you must provide documentation for the queries to NICE CXone.

If your project requires integration via a URL call that returns an HTML table, the table must contain only <tr>, <th>, and <td> elements nested inside a <table> element. Header elements are required. Headers cannot contain spaces or any other special characters except an underscore. The use of <colspan> and <rowspan> elements is not supported.

Web service integrations via SOAP must adhere to SOAP 1.1 or 1.2 standards. They must also be accessible through the open internet or your managed connection with Amazon Web Services (AWS) via AWS Direct Connect. To use a SOAP web service, you must provide the URL for the WSDL or a file with the WSDL XML to NICE CXone. Our engineers will compile and test the structure of the web service to ensure it complies with these standards. The following restrictions also apply:

  • You cannot use HTTP, custom HTTP headers, or a credentials object for authentication.
  • Credentials must be in the body of the request. They can be a separate object within the body.
  • XML or schema are not supported as either inputs or outputs.
  • Only simple objects are supported.
  • In some circumstances, use of an XML Stream response may be supported. Ask your NICE CXone implementation project manager for more information.
  • You cannot install your own SSL certificates in the NICE CXone environment.

Web service integration via REST must be accessible via the open internet or your managed connection with Amazon Web Services (AWS) via AWS Direct Connect. The following restrictions also apply:

  • You cannot use HTTP for authentication. You can use custom HTTP headers.
  • Request values must be placed either in the URL or in the body of the request as either JSON or XML.
  • Return values must be formatted to match the JSON or XML used in the request. That is, if you require that the request contain XML, the return must also be XML.

You bear full responsibility for any development of third-party software to facilitate integration between NICE CXone and unsupported environments, if desired. This includes testing integrations to production environments before your go-live date.

All NICE CXone APIs are documented in our DEVone Developer Community.

Reporting Capabilities

NICE CXone offers a variety of report types. This section discusses considerations for some specific report types as well as for reporting in general.

NICE CXone reporting should never be used to drive payroll or billing processes. The level of detail in reporting may not be appropriate for such activities. In choosing the NICE CXone solution, you agree that NICE and NICE CXone are not liable for any claims arising from or related to your use of NICE CXone reporting data for payroll or billing.

For Direct Data Access (DDA) reporting, results can only be accessed and displayed via Microsoft Excel for use in Pivot tables. DDA does not support any other third-party tools. The only supported file formats for DDA export are CSV, XLS (MS Excel), DOC (MS Word), and PDF.

Custom Reports include some custom metrics. You cannot configure or build any additional custom metrics in the NICE CXone platform. We do offer a fee-based service that leverages Data Download reporting to build a custom report. Custom Data Download reports provide raw data that may not be found in out-of-the-box reporting. The following considerations apply to custom Data Download reports:

  • Data is only available on a per contact or per agent basis.
  • Grouping or summarizing data is not available.
  • Contact level and agent level data cannot be combined in the same report.
  • The number of available columns depends on the type and amount of data in the report.

The IVR Press Path report helps you identify opportunities to optimize IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. scripts or prompts, reduce abandoned calls, or both. NICE CXone stores this data for 90 days. You can only run the report in 30-day increments. The report is also limited to 100 entries per contact. If you need detail beyond that provided by the pre-built report, ask your implementation project manager about data streaming.

Inbound call records are assigned Contact IDs, which are considered primary keys. A new Contact ID is assigned each time a call is transferred to a different skill. A Master Contact ID is assigned to the entire interaction. These data elements are both available for custom reports.

Training Expectations

Training is delivered differently depending on your contract or statement of work.

All customers are granted access to the NICE CXone learning hub known as Dojo . This access is limited to administrators and managers in your organization. Agents do not have access to Dojo. Dojo contains two types of training:

  • Asynchronous eLearning modules that give a broad overview of the desired topics.
  • Public, Instructor-led courses. These courses require a surcharge.

Specific asynchronous learning modules are available to host in your organization's own Learning Management System (LMS) for your agents. A written request to your CXone Account Representative is required. All materials are copyrighted and can not be distributed, shared, or used outside your organization. These modules are available only in the original format they were produced in (typically SCORM).

The following apply if your contract or statement of work includes onsite, Instructor-led training:

  • When specified in the contract, training will be conducted at the client site unless otherwise arranged (for example, at a NICE CXone office). Training dates and resources for on-site training are subject to availability. NICE CXone will provide one trainer unless your SOW, contract, or other written agreement explicitly states otherwise.
  • Training may (as needed) be delivered via video conferencing.
  • When training classes are conducted in-person, the number of participants should allow for sufficient space and resources (such as workstations, laptops, and Internet access) so that learning can be effective. Specific class size limits will be set with your trainer before any classes are held.

Client Resources

You agree to assign a person (resource) to act as our primary point of contact for implementation of your NICE CXone solution. This person will facilitate access to, communication with, and sufficient participation by other subject matter experts (SMEs) on your team. Some SMEs are only required for parts of the project. NICE CXone will coordinate with your resource regarding specific details about when and for what duration these SMEs are required.

Your resource will also ensure tasks are accomplished in a timely and efficient way, resulting in successful implementation of the NICE CXone solution.