CONTENTS
| Data Dictionary |
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| Implementation Requirements |
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| Connectivity Requirements |
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| Release Notes |
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| Coaching |
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| Legacy Dashboard |
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| My Dashboards |
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| ACD Widgets |
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| Agent Counter Widget |
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| Agent List Widget |
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| Callback Widget |
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| Contact List Widget |
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| Contact States by Skill Widget |
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| Queue Counter Widget |
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| Service Level Widget |
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| Skill Summary Widget |
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| Unavailable Statistics Widget |
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| Create a Dashboard |
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| Duplicate Dashboards |
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| Interaction Analytics Widget |
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| Project a Dashboard |
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| Quality Management Widgets |
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| Share Dashboards |
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| WFM Widgets |
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| Predefined Dashboards |
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| QM Supervisor Dashboard |
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| Dashboard Actions and Permissions |
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| Manage Dashboards |
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| Dashboard |
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| Creating Dashboards |
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| Managing and Using Dashboards |
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| CXone Mpower Dashboard Widgets |
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| ACD Reporting Widgets |
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| CXone Mpower Quality Management Widgets |
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| Coaching Widget |
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| Interaction Analytics Widget |
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| Metric Widgets |
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| CXone Mpower Performance Management Next Generation Widgets |
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| Metric List |
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| Suite Metrics |
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| Real-Time Metrics |
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| Digital Metrics |
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| Voice ACD Metrics |
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| Quality Management Metrics |
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| Coaching Metrics |
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| CXone Mpower Guide Metrics |
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| Dashboard Reporting Templates |
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| List of Skills |
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| Agent Skill Assignments |
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| List of Campaigns |
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| List of Agents Details |
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| Skill Proficiency |
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| List of Teams |
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| Dashboard Migration Guide |
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| Engagement Manager |
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| EM for IEX WFM Integrated |
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| Program Manager |
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| Trades |
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| Request Absence |
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| Agent Data Groups |
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| Enhanced Strategic Planner |
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| ESP Client Requirements |
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| Import Forecasts |
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| Import a Forecast |
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| Manage Imported Forecasts |
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| Build Plans |
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| Create a Plan |
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| Add or Change Scheduling Unit to WEM Skill Staffing Distribution |
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| Plan Data |
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| Edit Plan Data |
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| Plan WEM Skill Settings |
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| Plan Settings |
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| Manage Plans |
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| Chart Plan Data |
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| Historical Data |
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| Manage Historical Data |
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| Staffing Distribution |
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| WEM Skill Staffing Distribution |
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| Integrated Solutions |
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| Interaction Analytics |
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| Datasets |
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| Configure Datasets |
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| Configure Dataset Workspaces |
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| Data Analysis |
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| My Data |
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| Filter Dataset Workspaces |
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| Widgets |
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| Channels Widget |
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| Enlighten Behavioral Metrics Widget |
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| Summary Widget |
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| Frustrated Interactions Widget |
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| Frustration Trend Widget |
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| Silence Percentage Widget |
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| Interaction Text Widget |
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| Interactions Widget |
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| Intent Analysis Widget |
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| Intent Trend Widget |
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| Keywords Widget |
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| Metrics Widget |
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| Most Unresolved Interactions Widget |
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| Overview Bar Widget |
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| Sentiment Trend Widget |
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| Top Categories Widget |
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| Top Company Profile Terms Widget |
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| What People Are Talking About Widget |
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| Search |
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| Workspace Templates |
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| Set Up Workspace Templates |
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| Manage Workspaces |
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| Language Model |
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| Categories |
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| Set Up Categories |
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| Manage Categories |
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| Out-of-Box Category Sets |
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| Optimize Categories |
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| Company Profile |
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| Configure the Company Profile |
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| Correct Voice Transcripts |
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| Set Custom Sentiment for Keywords and Phrases |
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| Configure Ignored Phrases |
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| Analytics-Based Text Routing |
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| Enable ABTR |
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| Configure Routing Profile |
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| Create Routing Categories |
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| Topic AI Editor |
|
| Using Topic AI Editor |
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| Manage Vertical Model |
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| Tuning Models |
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| Custom Vocabulary for Transcription |
|
| Tune Transcription Vocabulary |
|
| Records |
|
| AutoDiscovery |
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| Investigate Your Data in AutoDiscovery |
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| Data and Reporting |
|
| Set Up Interaction Analytics Data Export |
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| Interaction Analytics Exported Data |
|
| Achieve Your Business Goals With IA |
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| Improve Sentiment |
|
| Find Self-Service Opportunities |
|
| Evaluate Interaction Silence |
|
| Reduce Frustration |
|
| Discover Interaction Reasons |
|
| Monitor Agent Phrases |
|
| Best Practices for IA |
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| Best Practices for IA |
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| Establish a Baseline |
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| Measure Progress From Baseline |
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| Turn Insights Into Action |
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| Key Terms and Metrics for IA |
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| Interactions: Search and Playback |
|
| Refine and Manage Search Results |
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| View Search Results |
|
| View and Play Interactions |
|
| Migrated Interactions: Search and Playback |
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| Interactions Hub |
|
| Interactions: Search and Playback |
|
| Refine and Manage Search Results |
|
| View Search Results |
|
| View and Play Interactions |
|
| Migrated Interactions: Search and Playback |
|
| Tickets Search |
|
| Ticket Search Results |
|
| Data Policies |
|
| CXone Mpower Desktop Discovery (Formerly NEVA) |
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| CXone Mpower Desktop Discovery (Hybrid) |
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| CXone Mpower Desktop Discovery Client |
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| Download and Install |
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| Authentication and Authorization |
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| Data Collection |
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| Collecting Data from Web Applications |
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| Configure the CXone Mpower Desktop Discovery Client Communication Extension for Chrome |
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| Configure CXone Mpower Desktop Discovery Client Communication Extension for Edge |
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| Desktop Discovery |
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| Application Management |
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| Process Analytics |
|
| Process Analytics Report Page |
|
| Settings |
|
| Client Management |
|
| Installation Update |
|
| NEVA for Compliance |
|
| Performance Management |
|
| CXone Mpower Performance Management Next Generation |
|
| Gamification |
|
| Gamification - Marketplace |
|
| Wallboards |
|
| Wallboard Slide Types |
|
| Objectives |
|
| Setting up Notifications in Objectives |
|
| Visualizing Objectives in CXone Mpower Dashboard widgets |
|
| ETL |
|
| Metrics |
|
| Metric List |
|
| Performance Analytics for Salesforce Einstein |
|
| Handle Performance Analytics Data |
|
| Install and Configure Performance Analytics for Salesforce Einstein |
|
| Set Up Performance Analytics for Salesforce Einstein |
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| Quality Management |
|
| Plan Your Quality Management Strategies |
|
| Create Forms and Plans |
|
| Form Manager |
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| Quality Planner |
|
| Category Manager |
|
| Evaluation Methods |
|
| Evaluating an Interaction |
|
| Evaluating an Interaction: Auto-Response Rules |
|
| Reevaluating an Evaluation |
|
| Evaluating Agents On-the-Fly |
|
| Edit Evaluation |
|
| Employee Evaluations |
|
| Calibrate Forms and Evaluations |
|
| Calibrating a Form |
|
| Calibrating an Evaluation |
|
| Viewing Results of a Calibration Flow |
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| Monitor |
|
| Access to Evaluations and Quality Scores |
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| Monitoring Quality Plans |
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| CXone Mpower Coaching |
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| Coaching Manager |
|
| Behaviors |
|
| Focus Areas |
|
| Your Coaching Sessions |
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| Self Assessments |
|
| Collaborative Evaluations |
|
| My Zone For QM Evaluators |
|
| My Zone For QM Managers |
|
| Data Extraction APIs |
|
| Self-Service Analytics |
|
| Journey Manager |
|
| Build a Journey |
|
| Journey Insights |
|
| Event Analysis |
|
| Containment Insights |
|
| Supervisor |
|
| Live Monitoring: Focused View |
|
| Live Monitoring: Overall View |
|
| Live Monitoring: Multi-ACD View |
|
| Supervisor Actions |
|
| Manage Alerts |
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| FAQs |
|
| Copilot for Supervisors |
|
| Alert Insights |
|
| Conversational Panel for Inquiries |
|
| Insights Workspace |
|
| Settings for Copilot for Supervisors |
|
| FAQs - Copilot for Supervisors |
|
| Real-Time Interaction Guidance for Supervisors |
|
| Settings |
|
| Settings for Supervisor |
|
| Settings for Copilot for Supervisors |
|
| Workforce Management |
|
| Establish an ACD Connection |
|
| CXone Mpower ACD |
|
| Non-CXone Mpower ACDs |
|
| Amazon Connect |
|
| Avaya CMS |
|
| Genesys Pure Cloud |
|
| LiveVox |
|
| Microsoft ACS |
|
| Twilio |
|
| Zendesk |
|
| Avaya CMS Agent State Connector |
|
| Cisco UCCE Connector |
|
| Cisco UCCX Connector |
|
| Entity Sizing Guidelines for 2024 |
|
| WFM Set Up |
|
| Activity Codes |
|
| WEM Skills |
|
| ESP Staffing Profile |
|
| Activity Mapping and Adherence Categories |
|
| Map ACD Events to Activities |
|
| Adherence Categories |
|
| Scheduling Units |
|
| Schedule Rules |
|
| Daily Rules |
|
| Weekly Rules |
|
| Rotation Rules |
|
| Agent Configuration |
|
| Distribution Rules |
|
| Bidding Templates |
|
| Shift Trading |
|
| Define Seat Limits |
|
| CXone WFM Mobile Set-up |
|
| Installation and Activation |
|
| Exploring Mobile Features |
|
| Forecast Staffing |
|
| Generate Forecast |
|
| True to Interval (TTI) Paradigm |
|
| Forecasting Profiles |
|
| Import Forecast Data |
|
| Import Historical Data |
|
| Special Days |
|
| WFM Skill Allocations |
|
| Schedule Shifts |
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| Schedule Manager |
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| Net Staffing Bar |
|
| Add Shifts |
|
| Add Activities |
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| Copy and Duplicate Schedules |
|
| Add Time Off |
|
| Export Schedules or Net Staffing |
|
| Schedule Meetings |
|
| Future Activities |
|
| View Schedule Changes |
|
| Generate a New Schedule |
|
| Publish a New Schedule |
|
| Importing Schedule via CSV |
|
| Import a Staffing Plan |
|
| Shift Bidding |
|
| Generate a Bid |
|
| Manage Bids |
|
| Schedule Optimization |
|
| Schedule Optimization Plans |
|
| Review Schedule Optimization Plans |
|
| Schedule Optimization Rules |
|
| Requests |
|
| Approval Rules |
|
| Time-Off Planning |
|
| Monitor |
|
| Real Time Adherence |
|
| Intraday Manager |
|
| WFM APIs |
|
| Data Extraction APIs |
|
| Export Agent Schedules API |
|
| WFM Reports |
|
| Adherence Report |
|
| Intraday Report |
|
| Time Utilization Report |
|
| WFM Glossary |
|
| IEX WFM Integrated |
|
| Set Up Users for IEX WFM Integrated |
|
| Employee Engagement Manager |
|
| Enhanced Strategic Planner |
|
| IEX WFM Integrated Export |
|
| Set Up IEX WFM Integrated Exports |
|
| Agent Activity and Schedules Export Module |
|
| Agent Activity Detail Export Module |
|
| Agent Activity Summary Export Module |
|
| Agent Adherence Detail Export Module |
|
| Agent Adherence by Attribute Detail Export Module |
|
| Agent Adherence Summary Export Module |
|
| Agent Adherence by Attribute Summary Export Module |
|
| Agent Export Module |
|
| Agent Info Export Module |
|
| Agent Results Detail Export Module |
|
| Agent Results Summary Export Module |
|
| Agent Schedule Detail Export Module |
|
| Agent Schedule Summary Export Module |
|
| Agent Vacation Summary Export Module |
|
| CT Active Forecast Export Module |
|
| CT Queue Data Export Module |
|
| CT Results Export Module |
|
| CT Short-Term Forecast Export Module |
|
| MU Forecast Export Module |
|
| MU Opens Export Module |
|
| MU Results Export Module |
|
| IEX WFM Integrated Data Import |
|
| General Specifications for XML Files |
|
| Contact History Import File |
|
| Forecast Import File |
|
| Import Agent File |
|
| MU Opens Import File |
|
| Schedule Changes Import File |
|
| Vacation Summary Import File |
|
| Troubleshooting Guide for IEX WFM Integrated |
|
| SmartSync APIs |
|
| General SmartSync APIs |
|
| Export APIs |
|
| GET status |
|
| GET result |
|
| Agent Activity and Schedules |
|
| Agent Activity Detail |
|
| Agent Activity Summary |
|
| Agent Adherence by Attribute Summary |
|
| Agent Adherence by Attribute Detail |
|
| Agent Adherence Detail |
|
| Agent Adherence Summary |
|
| Agent Export |
|
| Agent Info |
|
| Agent Results Detail |
|
| Agent Results Summary |
|
| Agent Schedule Detail |
|
| Agent Schedule Summary |
|
| Agent Vacation Summary |
|
| CT Active Forecast |
|
| CT Queue Data |
|
| CT Results |
|
| CT Short Term Forecast |
|
| MU Forecast |
|
| MU Opens |
|
| MU Results |
|
| Agent |
|
| Add the Agent WebRTC Extension |
|
| Add the Agent Noise Cancellation Extension |
|
| Add the Agent Click-to-Dial Extension |
|
| Agent Assistants |
|
| ConnectLingua |
|
| Copilot for Agents |
|
| Real-Time Interaction Guidance |
|
| Co-Browse |
|
| Configure ChromeOS Desks |
|
| Configure Settings |
|
| Download the Agent Progressive Web App |
|
| Handle Approval Requests |
|
| Handle Interactions |
|
| Handle Calls |
|
| Handle Chats |
|
| Handle Emails |
|
| Handle SMS |
|
| Handle Social Messages |
|
| Handle Social Platform Interactions |
|
| Handle Voicemails |
|
| Handle WhatsApp Messages |
|
| Handle Work Items |
|
| Indicate the Result of Interactions |
|
| Manage Commitments |
|
| Personal Connection |
|
| Pop-Up Messages |
|
| Report Issues |
|
| Search in Agent |
|
| Send Audio Messages |
|
| Use the Customer Card |
|
| View Reports |
|
| Voice Authentication |
|
| Agent Embedded |
|
| Add the Agent WebRTC Extension |
|
| Add the Agent Noise Cancellation Extension |
|
| Add the Agent Click-to-Dial Extension |
|
| Agent Assistants |
|
| ConnectLingua |
|
| Copilot for Agents |
|
| Real-Time Interaction Guidance |
|
| Co-Browse |
|
| Configure ChromeOS Desks |
|
| Configure Settings |
|
| Handle Approval Requests |
|
| Handle Interactions |
|
| Handle Calls |
|
| Handle Chats |
|
| Handle Emails |
|
| Handle SMS |
|
| Handle Social Messages |
|
| Handle Social Platform Interactions |
|
| Handle Voicemails |
|
| Handle WhatsApp Messages |
|
| Handle Work Items |
|
| Indicate the Result of Interactions |
|
| Manage Commitments |
|
| Personal Connection |
|
| Pop-Up Messages |
|
| Report Issues |
|
| Resolve Issue with Downloading Attachments |
|
| Search in Agent Embedded |
|
| Send Audio Messages |
|
| Use the Customer Card |
|
| View Reports |
|
| Agent for Microsoft Teams |
|
| Install Agent for Microsoft Teams |
|
| Add the Agent WebRTC Extension |
|
| Add the Agent Noise Cancellation Extension |
|
| Add the Agent Click-to-Dial Extension |
|
| Agent Assistants |
|
| ConnectLingua |
|
| Copilot for Agents |
|
| Real-Time Interaction Guidance |
|
| Configure ChromeOS Desks |
|
| Configure Settings |
|
| Handle Approval Requests |
|
| Handle Interactions |
|
| Handle Calls |
|
| Handle Chats |
|
| Handle Emails |
|
| Handle SMS |
|
| Handle Social Messages |
|
| Handle Social Platform Interactions |
|
| Handle Voicemails |
|
| Handle WhatsApp Messages |
|
| Handle Work Items |
|
| Indicate the Result of Interactions |
|
| Manage Commitments |
|
| Pop-Up Messages |
|
| Report Issues |
|
| Resolve Login Issues |
|
| Search in Agent for Microsoft Teams |
|
| Send Audio Messages |
|
| Use the Customer Card |
|
| View Reports |
|
| Agent Integrated |
|
| Install Agent Integrated |
|
| Agent Assistants |
|
| ConnectLingua |
|
| Copilot for Agents |
|
| Real-Time Interaction Guidance |
|
| Co-Browse |
|
| Configure ChromeOS Desks |
|
| Configure Settings |
|
| Handle Approval Requests |
|
| Handle Interactions |
|
| Handle Calls |
|
| Handle Chats |
|
| Handle Emails |
|
| Handle SMS |
|
| Handle Social Messages |
|
| Handle Social Platform Interactions |
|
| Handle Voicemails |
|
| Handle WhatsApp Messages |
|
| Handle Work Items |
|
| Indicate the Result of Interactions |
|
| Manage Commitments |
|
| Personal Connection |
|
| Pop-Up Messages |
|
| Report Issues |
|
| Search in Agent Integrated |
|
| Send Audio Messages |
|
| Use the Customer Card |
|
| View Reports |
|
| CXone Mpower Agent for ACS |
|
| Salesforce Agent |
|
| Voice |
|
| Salesforce Agent Integrated Softphone |
|
| Connect Your Phone |
|
| Handle Calls |
|
| Use Personal Connection |
|
| Additional Contact Handling Tasks |
|
| Salesforce Agent Classic and Classic in Lightning Experience |
|
| Agent Messages |
|
| Agent Reports |
|
| Commitment Manager |
|
| Customization Tasks in Salesforce Agent |
|
| Handle Chats |
|
| Handle Emails |
|
| Handle Voicemails |
|
| Handle Work Items |
|
| Log in to Salesforce Agent |
|
| Use Address Books |
|
| Lightning Salesforce Agent |
|
| Digital Channels in Salesforce Agent Lightning |
|
| Handle Digital Interactions in Salesforce Agent Lightning |
|
| Voice |
|
| Connect Your Phone in Salesforce Agent Lightning |
|
| Handle Calls |
|
| Integrated Softphone in Salesforce Agent Lightning |
|
| Use Personal Connection in Salesforce Agent Lightning |
|
| Real-Time Interaction Guidance in Fully Integrated Lightning Salesforce Agent |
|
| Customization Tasks in Salesforce Agent Lightning |
|
| Handle Chats |
|
| Handle Contacts in Multiple Channels |
|
| Handle Emails |
|
| Handle SMS Interactions in Salesforce Agent Lightning |
|
| Handle Voicemails |
|
| Handle Work Items |
|
| Manage Your Digital Profile in Salesforce Agent |
|
| Use Address Books in Salesforce Agent Lightning |
|
| Agent for Service Cloud Voice |
|
| Login and Status Options |
|
| Configure Settings |
|
| Integrated Softphone in Salesforce Agent Lightning |
|
| Handle Calls |
|
| After Contact Work |
|
| CXone Mpower Mobile |
|
| Self-Service |
|
| Trade Shifts |
|
| Shift Bidding for Mobile |
|
| MAX |
|
| Advanced Chat and Co-browse |
|
| Use Advanced Chat and Co-browse (V1) in MAX |
|
| Use Advanced Chat and Co-browse (V2) in MAX |
|
| Digital |
|
| Handle Cases in MAX |
|
| Manage Your Digital Profile Settings in MAX |
|
| Merge Customer Cards in MAX |
|
| Search in the Digital Inbox in MAX |
|
| Tips for Searching the Digital Inbox in MAX |
|
| Voice |
|
| ConnectLingua |
|
| CXone Softphone |
|
| Settings |
|
| Configure Softphone Settings |
|
| Manage Your CXone Softphone Devices |
|
| Manage Your CXone Softphone Shortcut Keys |
|
| View Your Account Settings in MAX |
|
| Manage Contacts |
|
| Connect Your Phone |
|
| Change Your Audio Device |
|
| Handle Calls |
|
| MAX Integrated Softphone Overview |
|
| Personal Connection |
|
| Voice-Based Caller Authentication in MAX |
|
| Access Your WEM Agent Space in MAX |
|
| Additional Contact Handling Tasks in MAX |
|
| Additional Tasks in MAX |
|
| Address Book in MAX |
|
| Agent Assistants |
|
| Agent Reports in MAX |
|
| Handle Chats in MAX |
|
| Handle Emails in MAX |
|
| Handle SMS Interactions in MAX |
|
| Handle Voicemails in MAX |
|
| Handle Work Items in MAX |
|
| Launch MAX Agent |
|
| Learn More About the Information Page |
|
| Learn More About the Settings Page |
|
| Manage Commitments in MAX |
|
| Manage Custom Workspaces in MAX |
|
| Dynamic delivery in MAX |
|
| Real-Time Interaction Guidance in MAX |
|
| My Zone |
|
| My Zone in CXone Mpower Workforce Management |
|
| My Zone in CXone Mpower Quality Management |
|
| My Zone For QM Agents |
|
| Your Evaluations |
|
| Your Coaching Packages |
|
| Your Recent Interactions |
|
| Your Coaching Sessions |
|
| My Zone For QM Evaluators |
|
| My Zone For QM Managers |
|
| Reporting |
|
| Prebuilt Reports |
|
| Manage Prebuilt Reports |
|
| Actions for BI Reports |
|
| Subscribe to BI Reports |
|
| BI Reports |
|
| Audit Reports |
|
| Activity Audit Report |
|
| Change Audit Report |
|
| Coaching Reports |
|
| Coaching Transactional Report |
|
| Recording Prebuilt Reports |
|
| Recording Activity Report |
|
| Recording Export API Usage Report |
|
| Interaction Analytics Reports |
|
| Analytics Metric Statistics Report |
|
| Analytics Metric Comparison Report |
|
| Analytics Category Statistics Report |
|
| Analytics Metric Trend Report |
|
| AI Routing Reports |
|
| AI Routing Summary Report |
|
| AI Routing Agent Workload Report |
|
| QM Reports |
|
| Agent Behavior Insights Report |
|
| Calibration Report |
|
| Coaching Workflow Report |
|
| Evaluation Details Report |
|
| Evaluation Question and Answer Analysis Report |
|
| Evaluation Question and Answer Details Report |
|
| Evaluation Question Details Report |
|
| Evaluations By Section and Question Report |
|
| Evaluations By Team Report |
|
| Evaluator Analysis Report |
|
| WFM Reports |
|
| Adherence Report |
|
| Intraday Report |
|
| Time Utilization Report |
|
| Abandons By Skill Report |
|
| Agent Contact History Report |
|
| Agent Contact Performance Report |
|
| Agent Session Report |
|
| Agent Skill Assignments Report |
|
| BI Access Report |
|
| Callback Detail Report |
|
| Campaign Summary Report |
|
| Contact States by Interval Report |
|
| CXone Mpower Billing Report |
|
| Digital Agent Contact Performance Report |
|
| Digital Messages Report |
|
| List of Agents Report |
|
| List of Campaigns Report |
|
| List of Skills Report |
|
| List of Teams Report |
|
| List of Unavailable Codes Report |
|
| Real-Time Interaction Guidance Report – Behaviors and Phrases |
|
| Real-Time Interaction Guidance – Phrases Report |
|
| Skill Proficiency Report |
|
| Standard Reports |
|
| Active Agents Report |
|
| Active Contacts Report |
|
| Agent Snapshot Report |
|
| Agent Summary Report |
|
| Agent Time Card Report |
|
| Agent Unavailable Time Report |
|
| Agents by Team Report |
|
| ASR Tuning Report |
|
| Billing Report |
|
| Call Quality Explorer Report |
|
| Campaign Performance Report |
|
| Campaign Summary by Campaign Report |
|
| Campaign Summary by Skill Report |
|
| Configured Stations Report |
|
| Contact History Report |
|
| Email Interruptions Report |
|
| Forced Logout Report |
|
| IVR Press Path Report |
|
| Promise Keeper Report |
|
| Skill Performance Report |
|
| Skill Proficiencies Detail Report |
|
| Skill Proficiencies Summary Report |
|
| Skills by Campaign Report |
|
| Supervisor Snapshot Report |
|
| Teams and Unavailable Codes Report |
|
| ACD Custom Reporting |
|
| Link to a Previously Run Report |
|
| Categories |
|
| Headers |
|
| Custom Report Templates |
|
| Manage Custom Report Templates |
|
| Schedules |
|
| SFTP Accounts |
|
| ACD Data Dictionary |
|
| ACD Data Download Reports |
|
| Manage Data Download Reports |
|
| Data Download Reports Reference |
|
| Admin and Agent CXone Mpower Logins Report |
|
| Agent by Day Report |
|
| Agent by Day Expanded Report |
|
| Agent Info Call Detail Report |
|
| Agent List Report |
|
| Agent List Extended Report |
|
| Agent Refusal Report |
|
| Agent Refusal Expanded Report |
|
| Agent State Log Report |
|
| Agent State Log Expanded Report |
|
| Agent States Report |
|
| Agent Summary Report |
|
| Agent Summary by Day Report |
|
| Agent Summary (in Minutes) Report |
|
| Agent Timecard Report |
|
| Agent Timecard (Expanded) Report |
|
| All Callbacks Report |
|
| All Callbacks (Commitment) Expanded Report |
|
| Audit History Report |
|
| Blocked Calls Report |
|
| Call Detail Report |
|
| Call Detail (Comprehensive) Report |
|
| Call Detail (Comp w/Hold) Report |
|
| Call Detail w/Callback Time Report |
|
| Call Detail w/Recordings Report |
|
| Campaign List Report |
|
| CDR Plus Disposition Report |
|
| CDR Plus Disposition Expanded Report |
|
| CDR Plus Disposition Notes Report |
|
| Contacts w/Disposition Notes Report |
|
| Custom Data Report |
|
| Detail Comprehensive w/Hold Report |
|
| Detail (Comp RT w/Hold) Report |
|
| Digital Agent Set for Voice Report |
|
| Digital Engagement CDR Report |
|
| Dispositions per Skill Report |
|
| Expanded Call Detail Report |
|
| License by Half Hour Report |
|
| List Inventory All Attempts Report |
|
| List Inventory by Created Report |
|
| List Inventory by Modified Report |
|
| List of Agent Skills Report |
|
| List of Agent Skills 2 Report |
|
| List of Agents Report |
|
| List of Agents All Report |
|
| List of Campaigns Report |
|
| List of Contact Codes Report |
|
| List of Media Report |
|
| List of Media Expanded Report |
|
| List of Outstate Codes Report |
|
| List of PoCs Expanded Report |
|
| List of Skills Report |
|
| List of Skills Expanded Report |
|
| List of Stations Report |
|
| List of Teams Report |
|
| Longest Inqueue by Hour Report |
|
| Monitored Calls Report |
|
| PoC by Half Hour Report |
|
| Point of Contact – Expanded Report |
|
| Real Time Agent States Report |
|
| Routing Criteria Report |
|
| Skill Control Notification History Report |
|
| Skill Summary Report |
|
| Skill Summary Expanded Report |
|
| SMS Transcripts Report |
|
| Team List Report |
|
| Team List w/Status Report |
|
| Transfers Report |
|
| Voice Agent Set for Digital Report |
|
| Data Download Metrics |
|
| Schedule Run History Report |
|
| cURL |
|
| ACD Direct Data Access |
|
| ACD Report Refresh Rates |
|
| ACD Dashboards |
|
| ACD Dashboard Widgets |
|
| Agent Count by State Widget |
|
| Agent Counter Widget |
|
| Agent List Widget |
|
| Agent Performance by Hour Widget |
|
| Agent Performance Widget |
|
| Callback Widget |
|
| Contact List Widget |
|
| Contact States by Skill Widget |
|
| Other State Statistics Widget |
|
| Outbound Agent Performance Widget |
|
| Queue Counter Widget |
|
| Queue Trend Widget |
|
| Service Level Widget |
|
| Skill Summary Widget |
|
| Unavailable Statistics Widget |
|
| Configure Widgets |
|
| Outbound Reports |
|
| Abandon Rate Compliance Report |
|
| Agentless Productivity Report |
|
| Attempt Detail Report |
|
| Call Suppression Audit History Report |
|
| Contact Detail Report |
|
| DNC Activity Report |
|
| DNC Audit Report |
|
| Lead Source Audit Report |
|
| Not Final By Outcome Report |
|
| Outbound Agent Performance Report |
|
| Outbound Disposition Report |
|
| Port Utilization Report |
|
| Workforce Intelligence Reports |
|
| Rule Action History Report |
|
| Rule Action Summary Report |
|
| Actions |
|
| Customizing Settings |
|
| Gathering Data Insights |
|
| Visualizing Data with Charts |
|
| Sharing Insights |
|
| Monitoring Anomalies |
|
| Generating Knowledge Articles |
|
| Actions Metrics |
|
| Industry Benchmarking |
|
| Observability Dashboard |
|
| Agent Assist Hub |
|
| ConnectLingua |
|
| Integrate ConnectLingua |
|
| Expert Assist |
|
| Integrate Expert Assist |
|
| AutoSummary |
|
| CXone Mpower AutoSummary Setup |
|
| Create CXone Mpower AutoSummary Profiles |
|
| Copilot for Agents |
|
| Set Up Copilot for Agents |
|
| Create Copilot for Agents Profiles |
|
| Modify Your Studio Script |
|
| Google Contact Center AI |
|
| Integrate Google Contact Center AI |
|
| Omilia Voice Biometrics (DEVone) |
|
| Integrate Omilia Voice Biometrics (DEVone) |
|
| Real-Time Interaction Guidance |
|
| Set Up Real-Time Interaction Guidance |
|
| Configure Behavior Guidance |
|
| Configure Phrase-Based Guidance |
|
| Manage Real-Time Interaction Guidance |
|
| Salesforce Assist |
|
| Integrate Salesforce Assist |
|
| Custom Agent Assist Integrations |
|
| Planning Guide |
|
| Implement a Custom Integration |
|
| Resources |
|
| Integrate Multiple Agent Assist Applications |
|
| Automation and AI |
|
| Actions |
|
| Customizing Settings |
|
| Gathering Data Insights |
|
| Visualizing Data with Charts |
|
| Sharing Insights |
|
| Monitoring Anomalies |
|
| Generating Knowledge Articles |
|
| Actions Metrics |
|
| Industry Benchmarking |
|
| Observability Dashboard |
|
| Agent Assist Hub |
|
| ConnectLingua |
|
| Integrate ConnectLingua |
|
| Expert Assist |
|
| Integrate Expert Assist |
|
| AutoSummary |
|
| CXone Mpower AutoSummary Setup |
|
| Create CXone Mpower AutoSummary Profiles |
|
| Copilot for Agents |
|
| Set Up Copilot for Agents |
|
| Create Copilot for Agents Profiles |
|
| Modify Your Studio Script |
|
| Google Contact Center AI |
|
| Integrate Google Contact Center AI |
|
| Omilia Voice Biometrics (DEVone) |
|
| Integrate Omilia Voice Biometrics (DEVone) |
|
| Real-Time Interaction Guidance |
|
| Set Up Real-Time Interaction Guidance |
|
| Configure Behavior Guidance |
|
| Configure Phrase-Based Guidance |
|
| Manage Real-Time Interaction Guidance |
|
| Salesforce Assist |
|
| Integrate Salesforce Assist |
|
| Custom Agent Assist Integrations |
|
| Planning Guide |
|
| Implement a Custom Integration |
|
| Resources |
|
| Integrate Multiple Agent Assist Applications |
|
| CXone Mpower AI |
|
| Autopilot Knowledge |
|
| Define Access to Knowledge |
|
| Bot Builder |
|
| Getting Started with Bot Builder |
|
| Build a Bot Tutorial |
|
| Bot Implementation Process |
|
| Plan and Prepare For Your Bot |
|
| Start a New Bot |
|
| Teach Your Bot to Have Conversations |
|
| Intents |
|
| Set Up Intents |
|
| Entities |
|
| Set Up Entities |
|
| Slots |
|
| Set Up Slots |
|
| Use Slots in Bot Responses |
|
| Slot Types and Examples |
|
| Stories |
|
| Work with Stories |
|
| Rules |
|
| Set up Rules |
|
| Train with Stories and Rules |
|
| Bot Actions |
|
| Add Bot Responses to Dialogues or Fallback |
|
| Flows |
|
| Work with Flows |
|
| Add Bot Responses to Flows |
|
| Add Rich Messaging Content to Flows |
|
| Forms |
|
| Use Forms |
|
| Search Expert with Forms |
|
| Fallback and Safety Nets |
|
| Set Up NLU and Action Fallback |
|
| Set Up a Safety Net for CXone Mpower Bots |
|
| Rich Messaging |
|
| Add Rich Messaging Content to Dialogues and Fallback |
|
| Rich Messaging Fallback |
|
| Adaptive Cards |
|
| Feature Details |
|
| Smart Typing |
|
| Tags |
|
| Agent Augmentation |
|
| NLU |
|
| Test Your Bot |
|
| Deploy Your Bot |
|
| Review and Improve Your Bot |
|
| Bot Insights |
|
| Conversations |
|
| Dashboard |
|
| Journeys |
|
| NLU Inbox |
|
| Use Queries in Search |
|
| Command Bar Search |
|
| Bot Maintenance |
|
| Manage Your Bot |
|
| Manage Training |
|
| Import and Export |
|
| Health Monitor |
|
| Activity Log |
|
| Integrations with CXone Mpower Bot Builder |
|
| Set Up API Integrations in Bot Builder |
|
| CXone Mpower Bot Builder Conversations API |
|
| Script Integrations |
|
| Set Up Scripting |
|
| Scripting Limitations for Bot Builder |
|
| Bot Skills |
|
| Skill Store |
|
| Task Assist Setup in Bot Builder |
|
| Build a Taskbot for Task Assist |
|
| Best Practices for CXone Mpower Bot Builder |
|
| Cloud TTS Hub |
|
| Manage Cloud TTS Hub |
|
| SSML for TTS |
|
| Cloud TTS Hub Troubleshooting |
|
| CXone Mpower Experience Optimization (XO) |
|
| GenAI Prompt Editor |
|
| Configure AI Prompt for Copilot for Agents AutoSummary |
|
| Configure AI Prompt for Copilot for Agents Journey Summary |
|
| Configure AI Prompt for Copilot for Agents KB Answers |
|
| Configure AI Prompt for AutoSummary |
|
| Manage GenAI Prompt Editor Profiles |
|
| Knowledge Hub |
|
| Knowledge Hub Tasks |
|
| Upload Custom Knowledge Files |
|
| Transcription Hub |
|
| Continuous Stream Transcription |
|
| Manage Continuous Stream Transcription Profiles |
|
| Turn-by-Turn Transcription |
|
| Set Up Turn-by-Turn Transcription |
|
| Virtual Agent Hub |
|
| Manage Virtual Agent Hub |
|
| Manage Changes in Virtual Agent Hub |
|
| Prompt Behaviors |
|
| Set Up a Simplified Digital Live Chat for a Virtual Agent |
|
| StandardBot |
|
| Core Behaviors |
|
| Behavior Tests |
|
| Set Up StandardBot with Templates |
|
| Voice-Enabled Text Virtual Agents |
|
| Set Up a Voice-Enabled Text Virtual Agent |
|
| Voicebot Gateway |
|
| Virtual Agent Integrations |
|
| Amazon Lex V1 |
|
| Integrate Amazon Lex V1 |
|
| Amazon Lex V2 |
|
| Integrate Amazon Lex V2 |
|
| Autopilot |
|
| Integrate Autopilot (Text Virtual Agents) |
|
| Integrate Autopilot Amelia (Text Virtual Agents) |
|
| Set Up Adaptive Cards for Autopilot Amelia |
|
| Bot Builder for Voice Channels |
|
| Cognigy |
|
| Integrate Cognigy |
|
| Google Dialogflow CX |
|
| Integrate Google Dialogflow CX |
|
| Google Dialogflow ES |
|
| Integrate Google Dialogflow ES |
|
| IBM Watson |
|
| Integrate IBM Watson |
|
| Microsoft Azure |
|
| Integrate Microsoft Azure |
|
| Omilia |
|
| Integrate Omilia (DEVone) |
|
| Proxy Tunnel Service Manager (PTSM) |
|
| Integrate a Bot with the PTSM |
|
| Integrate a BYOC Channel with the PTSM |
|
| Salesforce Einstein |
|
| Integrate Salesforce Einstein |
|
| Custom Virtual Agent Integrations |
|
| Planning Guide |
|
| Example Custom Virtual Agent Integration |
|
| Design Examples |
|
| Implement a Custom Integration |
|
| Resources |
|
| Schemas |
|
| Technical Design Document Template |
|
| Voice Biometrics Hub |
|
| Voice Biometrics for IVRs and Virtual Agents |
|
| Set Up Nuance Gatekeeper for IVRs and Virtual Agents |
|
| Voice Biometrics for Live Agents |
|
| Bot Builder |
|
| Getting Started with Bot Builder |
|
| Build a Bot Tutorial |
|
| Bot Implementation Process |
|
| Plan and Prepare For Your Bot |
|
| Start a New Bot |
|
| Teach Your Bot to Have Conversations |
|
| Intents |
|
| Set Up Intents |
|
| Entities |
|
| Set Up Entities |
|
| Slots |
|
| Set Up Slots |
|
| Use Slots in Bot Responses |
|
| Slot Types and Examples |
|
| Stories |
|
| Work with Stories |
|
| Rules |
|
| Set up Rules |
|
| Train with Stories and Rules |
|
| Bot Actions |
|
| Add Bot Responses to Dialogues or Fallback |
|
| Flows |
|
| Work with Flows |
|
| Add Bot Responses to Flows |
|
| Add Rich Messaging Content to Flows |
|
| Forms |
|
| Use Forms |
|
| Search Expert with Forms |
|
| Fallback and Safety Nets |
|
| Set Up NLU and Action Fallback |
|
| Set Up a Safety Net for CXone Mpower Bots |
|
| Rich Messaging |
|
| Add Rich Messaging Content to Dialogues and Fallback |
|
| Rich Messaging Fallback |
|
| Adaptive Cards |
|
| Feature Details |
|
| Smart Typing |
|
| Tags |
|
| Agent Augmentation |
|
| NLU |
|
| Test Your Bot |
|
| Deploy Your Bot |
|
| Review and Improve Your Bot |
|
| Bot Insights |
|
| Conversations |
|
| Dashboard |
|
| Journeys |
|
| NLU Inbox |
|
| Use Queries in Search |
|
| Command Bar Search |
|
| Bot Maintenance |
|
| Manage Your Bot |
|
| Manage Training |
|
| Import and Export |
|
| Health Monitor |
|
| Activity Log |
|
| Integrations with CXone Mpower Bot Builder |
|
| Set Up API Integrations in Bot Builder |
|
| CXone Mpower Bot Builder Conversations API |
|
| Script Integrations |
|
| Set Up Scripting |
|
| Scripting Limitations for Bot Builder |
|
| Bot Skills |
|
| Skill Store |
|
| Task Assist Setup in Bot Builder |
|
| Build a Taskbot for Task Assist |
|
| Best Practices for CXone Mpower Bot Builder |
|
| Cloud TTS Hub |
|
| Manage Cloud TTS Hub |
|
| SSML for TTS |
|
| Cloud TTS Hub Troubleshooting |
|
| Data Share |
|
| Data Share with a CXone Mpower Snowflake Account |
|
| Data Share with Your Own Snowflake Account |
|
| Data Streams |
|
| IVR Logs |
|
| Manage Kinesis Data Streams |
|
| Manage Kafka Data Streams |
|
| GenAI Prompt Editor |
|
| Configure AI Prompt for Copilot for Agents AutoSummary |
|
| Configure AI Prompt for Copilot for Agents Journey Summary |
|
| Configure AI Prompt for Copilot for Agents KB Answers |
|
| Configure AI Prompt for AutoSummary |
|
| Manage GenAI Prompt Editor Profiles |
|
| Integration Hub |
|
| Set Up Connections |
|
| Use Connections |
|
| MAX POST Message Integration |
|
| CXone Mpower Orchestrator |
|
| Orchestrator Workflows |
|
| Connectors |
|
| Partner Applications |
|
| Tenant Management |
|
| Branding Profiles |
|
| Manage Branding Profiles |
|
| Tenant Access Requests |
|
| Impersonation |
|
| Manage Tenants |
|
| Adapters |
|
| Account Mapping |
|
| Create a Zoom App |
|
| Advanced Directory Sync |
|
| Set Up Advanced Directory Sync |
|
| Presence Sync |
|
| Enable Bi-Directional Presence Sync in Salesforce: Agent Embedded |
|
| Sync Users for Presence Sync |
|
| Set Up Presence Sync for RingCentral and Unify |
|
| Set Up Presence Sync for Microsoft Teams |
|
| Set Up Presence Sync for Zoom |
|
| Monitoring Gateway |
|
| Log Reader |
|
| Access Logs Using Log Reader |
|
| POC Provisioning |
|
| Manage POC Provisioning |
|
| Self-Service Port Management |
|
| Manage Ports |
|
| Voice Quality Metrics |
|
| Analyze Call Quality in Voice Quality Metrics |
|
| Monitoring Gateway Subscriptions |
|
| Studio |
|
| Feature Comparison Between Studio and Desktop Studio |
|
| Start Using Studio |
|
| Develop a Basic Script |
|
| Start Using Desktop Studio |
|
| Develop a Basic Script |
|
| Download and Install Studio |
|
| Log In to Studio |
|
| Studio User Interface |
|
| Fundamentals (Studio) |
|
| Action Basics |
|
| Work with Scripts |
|
| Work with Actions in Scripts |
|
| Manage Scripts |
|
| Prompts |
|
| Manage Prompts |
|
| Spawn Scripts |
|
| Custom Code Snippets |
|
| Text-to-Speech in CXone Mpower |
|
| Script Development Lifecycle |
|
| Manage Script Development Lifecycle |
|
| Fundamentals (Desktop Studio) |
|
| Action Basics |
|
| Custom Code Snippets |
|
| Manage Palettes and Categories |
|
| Manage Scripts |
|
| Work with Scripts |
|
| Spawn Scripts |
|
| Prompts |
|
| Manage Prompts |
|
| Text-to-Speech in CXone Mpower |
|
| Actions (Studio) |
|
| ADDBCCADDR |
|
| ADDBODY |
|
| ADDCCADDR |
|
| ADDFROMADDR |
|
| ADDTOADDR |
|
| AGENT ASSIST |
|
| AGENT WORKFLOW CONFIGURATION |
|
| AGENT LIST |
|
| AGENTSTATE |
|
| ANALYTICS |
|
| ANNOTATION |
|
| ASKCALLER (Chat Scripts) |
|
| ASKCALLER (Digital Scripts) |
|
| ASKCALLER (SMS Scripts) |
|
| ASR |
|
| ASRALPHANUM |
|
| ASRCOMPILE |
|
| ASRCURRENCY |
|
| ASRDATE |
|
| ASRDIGITS |
|
| ASRMENU |
|
| ASRNUMBER |
|
| ASRSQL |
|
| ASRTIME |
|
| ASRYESNO |
|
| ASSIGN |
|
| ATTACH |
|
| BEGIN |
|
| BLEEPLOG |
|
| BLINDXFER |
|
| CALLBACK |
|
| CAPTURE |
|
| CASE |
|
| CC CREATE |
|
| CC CUSTOM FIELDS |
|
| CC POST MESSAGE |
|
| CCVALID |
|
| CHATBLINDXFER |
|
| CHECKCALLSUP |
|
| CHECKOPEN |
|
| CLEARLIST |
|
| CLOUD TRANSCRIBE |
|
| COMMITMENT |
|
| CONCATWAV |
|
| CONFERENCE |
|
| CONFIGURE TRANSCRIPT SUBSCRIPTION |
|
| CONNECTAUTH |
|
| CONNECTREQUEST |
|
| CONTACTTAKEOVER |
|
| CONTINUOUS TRANSCRIPTION |
|
| COPY |
|
| COUNTAGENTS |
|
| CREATEEMAIL |
|
| CREATE CUSTOM FIELD CUSTOMER CARD |
|
| CREATE PROSPECTS V2 |
|
| CREATE SOURCE |
|
| CREATE SOURCE MAP |
|
| CREATE USER FIELD |
|
| CUSTOMEVENT |
|
| DELETE |
|
| DISCARD |
|
| DNC ADD VIA GROUP |
|
| DNC ADD VIA SKILL |
|
| DNC LOOKUP |
|
| DO NOT RECORD |
|
| DTMF |
|
|
|
| EMAIL (Digital Scripts) |
|
| END |
|
| END A CONTACT |
|
| ENDTEXT |
|
| ENDWI |
|
| ENHANCED WORKFLOW EXECUTE |
|
| ESTIMATED WAIT TIME |
|
| EXIT |
|
| FIELD |
|
| FILEEXIST |
|
| FILEINFO |
|
| FILESIZE |
|
| FOR |
|
| FORMAT |
|
| FOWAWRD |
|
| FORWARD EMAIL |
|
| GET BOT TRANSCRIPT |
|
| GET CUSTOM FIELDS |
|
| GET CUSTOMER DIGITAL |
|
| GET NEXT EVENT |
|
| GETRICHMESSAGE |
|
| GET SOURCE MAP |
|
| GET SOURCES |
|
| GET TAGS |
|
| GET USER FIELDS |
|
| GET VOICEBIO RESULT |
|
| GET VOICEBIOPRINT STATUS |
|
| GETEMAIL |
|
| GETLIST |
|
| GETMESSAGES |
|
| GETPAGE |
|
| GETPROSPECT |
|
| GETQUEUE |
|
| GETSKILLINFO |
|
| GETVALUE |
|
| GRYPHON DNC |
|
| GRYPHON DNC V2 |
|
| GRYPHON DNC V3 |
|
| HANGUP |
|
| HOLD CONTACT |
|
| HOURS |
|
| HTMLTABLE |
|
| IF |
|
| INDICATE |
|
| INFO |
|
| INSFIELD |
|
| INTERRUPT |
|
| INTERRUPTV2 |
|
| IVRLOG |
|
| JOIN |
|
| JOIN AGENT SESSION |
|
| LAYDOWN |
|
| LEAVE |
|
| LINK |
|
| LIST |
|
| LOCATE |
|
| LOGCALL |
|
| LOGEMAIL |
|
| LOGRECORDINGPRO |
|
| LOOKUP TABLE |
|
| LOOKUP TABLE VARS |
|
| LOOP |
|
| MCR META DATA |
|
| MENU |
|
| MESSAGES |
|
| MONITOR |
|
| MUSIC |
|
| NEWFOLDER |
|
| NOTE |
|
| ONABANDON |
|
| ONANSWER |
|
| ONASSIGNMENT |
|
| ONCHECKIN |
|
| ONDATA |
|
| ONDISPOSITION |
|
| ONHOLD |
|
| ONMACHINE |
|
| ONPAGEOPEN |
|
| ONPARK |
|
| ONPREVIEW |
|
| ONRELEASE |
|
| ONRESKILL |
|
| ONSIGNAL |
|
| ONSKILLCHANGED |
|
| ONTRANSFER |
|
| ONUNASSIGNMENT |
|
| ONUNIVERSAL |
|
| PAGE |
|
| PAGECLOSE |
|
| PARSE |
|
| PERMITCALL |
|
| PING |
|
| PLACECALL |
|
| PLAY |
|
| PLAYLOG |
|
| PLAYMESSAGEWITHAMD |
|
| POINTS OF CONTACT LIST |
|
| POPURL |
|
| POST A NOTE TO CUSTOMER CARD |
|
| PULL OUTBOUND AGENT |
|
| PULLAGENT |
|
| PUSHURL |
|
| PUTVALUE |
|
| QUEMSG |
|
| QUERYCALLBACK |
|
| QUEUECALLBACK |
|
| QUEUEVM |
|
| QUEUEWI |
|
| READFILE |
|
| RECORD |
|
| RECORDAGENTONLY |
|
| REMFIELD |
|
| REMFOLDER |
|
| REMOVE PROSPECTS |
|
| REMVALUE |
|
| RENAME |
|
| REPLY |
|
| REQAGENT |
|
| REQAGENT (Digital Scripts) |
|
| RESKILL |
|
| REST API |
|
| RETURN |
|
| RUNAPP |
|
| RUNSCRIPT |
|
| RUNSUB |
|
| SAVE VARIABLES |
|
| SCHEDULE CALLBACK |
|
| SCRIPTCOUNT |
|
| SENDEMAIL |
|
| SENDFILE |
|
| SENDSESSIONTEXT |
|
| SENDSIPINFO |
|
| SET AGENT STATE |
|
| SET TRANSPORT CODE |
|
| SETAGENT |
|
| SETDB |
|
| SETDISPOSITION |
|
| SETLABEL |
|
| SETSECURITYUSER |
|
| SIGNAL |
|
| SIPGETHEADER |
|
| SIPPUTHEADER |
|
| SIPXFERPUTHD |
|
| SKILLS LIST |
|
| SENDSMSPAYLOAD |
|
| SNIPPET |
|
| SORT |
|
| SPAWN |
|
| SQLCLOSE |
|
| SQLCURSOR |
|
| SQLEXEC |
|
| SQLNEXT |
|
| SQLQUERY |
|
| SQLSELECT |
|
| SQLTABLE |
|
| STARTSCRNRECORD |
|
| STOP |
|
| Stop Play Async |
|
| STOPLOG |
|
| STOPSCRNRECORD |
|
| STOREMSG |
|
| SUPPRESSCALL |
|
| TAKEASURVEY |
|
| TERMINATE AGENT SESSION |
|
| TEXTBOT EXCHANGE |
|
| Textmsg |
|
| TEXTMSG (Digital) |
|
| TIMEZONE |
|
| TRANSFER |
|
| TTSVOICE |
|
| TYPING INDICATOR |
|
| UNLINK |
|
| UPDATE CONTACT DIGITAL |
|
| UPDATE CUSTOM FIELD |
|
| UPDATE DIGITAL CONTACT STATUS |
|
| UPDATE SKILL |
|
| UPDATECONTACT |
|
| USES |
|
| UTCTOLOCAL |
|
| VOICEBIO ENROLLMENT |
|
| VOICEBIO AUTHENTICATION |
|
| VOICEBOT EXCHANGE |
|
| VOICEPARAMS |
|
| WAIT |
|
| WEBLINK |
|
| WHISPER |
|
| WORKFLOW EXECUTE |
|
| WORKFLOWDATA |
|
| WRITEFILE |
|
| ZIPTONE |
|
| Actions (Desktop Studio) |
|
| All Actions |
|
| ADDBCCADDR |
|
| ADDBODY |
|
| ADDCCADDR |
|
| ADDCFR |
|
| ADDFROMADDR |
|
| ADDTOADDR |
|
| AGENT ASSIST |
|
| AGENT WORKFLOW CONFIGURATION |
|
| AGENT LIST |
|
| AGENTSTATE |
|
| ANALYTICS |
|
| ANNOTATION |
|
| ASKCALLER Chat |
|
| ASKCALLER Digital |
|
| ASKCALLER SMS |
|
| ASR |
|
| ASRALPHANUM |
|
| ASRCOMPILE |
|
| ASRCURRENCY |
|
| ASRDATE |
|
| ASRDIGITS |
|
| ASRMENU |
|
| ASRNUMBER |
|
| ASRSQL |
|
| ASRTIME |
|
| ASRYESNO |
|
| ASSIGN |
|
| ATTACH |
|
| BEGIN |
|
| BLEEPLOG |
|
| BLINDXFER |
|
| CALLBACK |
|
| CAPTURE |
|
| CASE |
|
| CC CREATE |
|
| CC CUSTOM FIELDS |
|
| CC POST MESSAGE |
|
| CC VALID |
|
| CHATBLINDXFER |
|
| CHECKCALLSUP |
|
| CHECKOPEN |
|
| CLEARLIST |
|
| CLOUD TRANSCRIBE |
|
| COMMITMENT |
|
| CONCATWAV |
|
| CONFERENCE |
|
| CONFIGURE TRANSCRIPT SUBSCRIPTION |
|
| CONNECTAUTH |
|
| CONNECTREQUEST |
|
| CONTACT DETAILS BY ID |
|
| CONTACTTAKEOVER |
|
| CONTINUOUSTRANSCRIPTION |
|
| COPY |
|
| COUNTAGENTS |
|
| CREATEEMAIL |
|
| CREATE CUSTOM FIELD CUSTOMER CARD |
|
| CREATE PROSPECTS V2 |
|
| CREATE SOURCE |
|
| CREATE SOURCE MAP |
|
| CREATE USER FIELD |
|
| CUSTOMEVENT |
|
| DELETE |
|
| DISCARD |
|
| DNC ADD VIA GROUP |
|
| DNC ADD VIA SKILL |
|
| DNC LOOKUP |
|
| DO NOT RECORD |
|
| DTMF |
|
|
|
| EMAIL Digital |
|
| END |
|
| ENDCONTACT |
|
| ENDTEXT |
|
| ENDWI |
|
| ESTIMATED WAIT TIME |
|
| EXIT |
|
| FIELD |
|
| FILEXIST |
|
| FILEINFO |
|
| FILESIZE |
|
| FOR |
|
| FORMAT |
|
| Character Format |
|
| Number Format |
|
| String Format |
|
| FORWARD |
|
| FORWARDEMAIL |
|
| GET BOT TRANSCRIPT |
|
| GET CUSTOM FIELDS Digital |
|
| GET CUSTOMER Digital |
|
| GET NEXT EVENT |
|
| GET RICH MESSAGE Digital |
|
| GET SOURCE MAP |
|
| GET SOURCES |
|
| GET SOURCES Phone Script Example |
|
| GET TAGS Digital |
|
| GET USER FIELDS |
|
| GET VOICEBIO RESULT |
|
| GET VOICEBIO STATUS |
|
| GETEMAIL |
|
| GETLIST |
|
| GET MESSAGES Digital |
|
| GET PAGE |
|
| GETPROSPECT |
|
| GETQUEUE |
|
| GETSKILLINFO |
|
| GETVALUE |
|
| GRYPHON DNC |
|
| GRYPON DNC V2 |
|
| GRYPHON DNC V3 |
|
| HANGUP |
|
| HOLD CONTACT |
|
| HOURS |
|
| HTMLTABLE |
|
| IF |
|
| INDICATE |
|
| INFO |
|
| INSFIELD |
|
| INTERRUPT |
|
| INTERRUPT V2 |
|
| IVRLOG |
|
| JOIN |
|
| JOIN AGENT SESSION |
|
| LAYDOWN |
|
| LEAVE |
|
| LINK |
|
| LIST |
|
| LOCATE |
|
| LOGCALL |
|
| LOGEMAIL |
|
| LOGRECORDINGPRO |
|
| LOOKUP TABLE |
|
| LOOKUP TABLE VARS |
|
| LOOP |
|
| MCR META DATA |
|
| MENU |
|
| MESSAGES |
|
| MONITOR |
|
| MUSIC |
|
| NEWFOLDER |
|
| NEWROOM |
|
| NOTE |
|
| ONABANDON |
|
| ONANSWER |
|
| ONASSIGNMENT |
|
| ONCHECKIN |
|
| ONDATA |
|
| ONDISPOSITION |
|
| ONDISPOSITION Returned Fields |
|
| ONHOLD |
|
| ONMACHINE |
|
| ONPAGEOPEN |
|
| ONPARK |
|
| ONPREVIEW |
|
| ONRELEASE |
|
| ONRESKILL |
|
| ONSIGNAL |
|
| ONSKILLCHANGED |
|
| ONTRANSFER |
|
| ONUNASSIGNMENT |
|
| ONUNIVERSAL |
|
| PAGE |
|
| PAGECLOSE |
|
| PARSE |
|
| PERMITCALL |
|
| PING |
|
| PLACECALL |
|
| PLAY |
|
| PLAYLOG |
|
| PLAYMESSAGEWITHAMD |
|
| POINTSOFCONTACTLIST |
|
| POPURL |
|
| POST NOTE TO CUSTOMER CARD Digital |
|
| PULL OUTBOUND AGENT |
|
| PULLAGENT |
|
| PUSHURL |
|
| PUTVALUE |
|
| QUEMSG |
|
| QUERYCALLBACK |
|
| QUEUECALLBACK |
|
| QUEUEVM |
|
| QUEUEWI |
|
| READFILE |
|
| RECORD |
|
| RECORDAGENTONLY |
|
| REMFIELD |
|
| REMFOLDER |
|
| REMOVE PROSPECT |
|
| REMVALUE |
|
| RENAME |
|
| REPLY |
|
| REQAGENT |
|
| REQAGENT Digital |
|
| RESKILL |
|
| REST API |
|
| RETURN |
|
| RUNNAPP |
|
| RUNSCRIPT |
|
| RUNSUB |
|
| SAVE VARIABLES |
|
| SCHEDULE CALLBACK |
|
| SCRIPTCOUNT |
|
| SENDEMAIL |
|
| SENDFILE |
|
| SENDSESSIONTEXT |
|
| SENDSIPINFO |
|
| SET AGENT STATE |
|
| SET TRANSPORT CODE |
|
| SETAGENT |
|
| SETDB |
|
| SETDISPOSITION |
|
| SETLABEL |
|
| SETSECURITYUSER |
|
| SIGNAL |
|
| SIPGETHEADER |
|
| SIPPUTHEADER |
|
| SIPXFERPUTHD |
|
| SKILL LIST |
|
| SENDSMSPAYLOAD |
|
| SNIPPET |
|
| SORT |
|
| SPAWN |
|
| SQLCLOSE |
|
| SQLCURSOR |
|
| SQLEXEC |
|
| SQLNEXT |
|
| SQLQUERY |
|
| SQLSELECT |
|
| SQLTABLE |
|
| STARTSCRNRECORD |
|
| STOP |
|
| STOPLOG |
|
| STOP PLAY ASYNC |
|
| STOPSCRNRECORD |
|
| STOREMSG |
|
| SUPPRESSCALL |
|
| TAKEASURVEY |
|
| TERMINATE AGENT SESSION |
|
| TEXTBOT EXCHANGE |
|
| TEXTMSG |
|
| TEXTMSG Digital |
|
| TIMEZONE |
|
| TIMEZONE Phone Script Example |
|
| TRANSFER |
|
| TTSVOICE |
|
| TYPING INDICATOR Digital |
|
| UNLINK |
|
| UNLINKAGENT |
|
| UPDATECONTACT |
|
| UPDATE CONTACT Digital |
|
| UPDATE CUSTOM FIELD Digital |
|
| UPDATE DIGITAL CONTACT STATUS |
|
| UPDATE SKILL |
|
| UPDATE CONTACT |
|
| USES |
|
| UTCTOLOCAL |
|
| VOICEBIO AUTHENTICATION |
|
| VOICEBIO ENROLLMENT |
|
| VOICEBOT EXCHANGE |
|
| VOICEPARAMS |
|
| WAIT |
|
| WEBLINK |
|
| WHISPER |
|
| WORKFLOW EXECUTE |
|
| WORKFLOW DATA |
|
| WRITEFILE |
|
| ZIPTONE |
|
| Actions: A-B |
|
| ADDBCCADDR |
|
| ADDBODY |
|
| ADDCCADDR |
|
| ADDCFR |
|
| ADDFROMADDR |
|
| ADDTOADDR |
|
| AGENT ASSIST |
|
| AGENT WORKFLOW CONFIGURATION |
|
| AGENT LIST |
|
| AGENTSTATE |
|
| ANALYTICS |
|
| ANNOTATION |
|
| ASKCALLER Chat |
|
| ASKCALLER Digital |
|
| ASKCALLER SMS |
|
| ASR |
|
| ASRALPHANUM |
|
| ASRCOMPILE |
|
| ASRCURRENCY |
|
| ASRDATE |
|
| ASRDIGITS |
|
| ASRMENU |
|
| ASRNUMBER |
|
| ASRSQL |
|
| ASRTIME |
|
| ASRYESNO |
|
| ASSIGN |
|
| ATTACH |
|
| BEGIN |
|
| BLEEPLOG |
|
| BLINDXFER |
|
| Actions: C-G |
|
| CALLBACK |
|
| CAPTURE |
|
| CASE |
|
| CC CREATE |
|
| CC CUSTOM FIELDS |
|
| CC POST MESSAGE |
|
| CC VALID |
|
| CHATBLINDXFER |
|
| CHECKCALLSUP |
|
| CHECKOPEN |
|
| CLEARLIST |
|
| CLOUD TRANSCRIBE |
|
| COMMITMENT |
|
| CONCATWAV |
|
| CONFERENCE |
|
| CONFIGURE TRANSCRIPT SUBSCRIPTION |
|
| CONNECTAUTH |
|
| CONNECTREQUEST |
|
| CONTACT DETAILS BY ID |
|
| CONTACTTAKEOVER |
|
| CONTINUOUSTRANSCRIPTION |
|
| COPY |
|
| COUNTAGENTS |
|
| CREATEEMAIL |
|
| CREATE CUSTOM FIELD CUSTOMER CARD |
|
| CREATE PROSPECTS V2 |
|
| CREATE SOURCE |
|
| CREATE SOURCE MAP |
|
| CREATE USER FIELD |
|
| CUSTOMEVENT |
|
| DELETE |
|
| DISCARD |
|
| DNC ADD VIA GROUP |
|
| DNC ADD VIA SKILL |
|
| DNC LOOKUP |
|
| DO NOT RECORD |
|
| DTMF |
|
|
|
| EMAIL Digital |
|
| END |
|
| ENDCONTACT |
|
| ENDTEXT |
|
| ENDWI |
|
| ESTIMATED WAIT TIME |
|
| EXIT |
|
| FIELD |
|
| FILEXIST |
|
| FILEINFO |
|
| FILESIZE |
|
| FOR |
|
| FORMAT |
|
| Character Format |
|
| Number Format |
|
| String Format |
|
| FORWARD |
|
| FORWARDEMAIL |
|
| GET BOT TRANSCRIPT |
|
| GET CUSTOM FIELDS Digital |
|
| GET CUSTOMER Digital |
|
| GET NEXT EVENT |
|
| GET RICH MESSAGE Digital |
|
| GET SOURCE MAP |
|
| GET SOURCES |
|
| GET SOURCES Phone Script Example |
|
| GET TAGS Digital |
|
| GET USER FIELDS |
|
| GET VOICEBIO RESULT |
|
| GET VOICEBIO STATUS |
|
| GETEMAIL |
|
| GETLIST |
|
| GET MESSAGES Digital |
|
| GET PAGE |
|
| GETPROSPECT |
|
| GETQUEUE |
|
| GETSKILLINFO |
|
| GETVALUE |
|
| GRYPHON DNC |
|
| GRYPON DNC V2 |
|
| GRYPHON DNC V3 |
|
| Actions: H-O |
|
| HANGUP |
|
| HOLD CONTACT |
|
| HOURS |
|
| HTMLTABLE |
|
| IF |
|
| INDICATE |
|
| INFO |
|
| INSFIELD |
|
| INTERRUPT |
|
| INTERRUPT V2 |
|
| IVRLOG |
|
| JOIN |
|
| JOIN AGENT SESSION |
|
| LAYDOWN |
|
| LEAVE |
|
| LINK |
|
| LIST |
|
| LOCATE |
|
| LOGCALL |
|
| LOGEMAIL |
|
| LOGRECORDINGPRO |
|
| LOOKUP TABLE |
|
| LOOKUP TABLE VARS |
|
| LOOP |
|
| MCR META DATA |
|
| MENU |
|
| MESSAGES |
|
| MONITOR |
|
| MUSIC |
|
| NEWFOLDER |
|
| NEWROOM |
|
| NOTE |
|
| ONABANDON |
|
| ONANSWER |
|
| ONASSIGNMENT |
|
| ONCHECKIN |
|
| ONDATA |
|
| ONDISPOSITION |
|
| ONDISPOSITION Returned Fields |
|
| ONHOLD |
|
| ONMACHINE |
|
| ONPAGEOPEN |
|
| ONPARK |
|
| ONPREVIEW |
|
| ONRELEASE |
|
| ONRESKILL |
|
| ONSIGNAL |
|
| ONSKILLCHANGED |
|
| ONTRANSFER |
|
| ONUNASSIGNMENT |
|
| ONUNIVERSAL |
|
| Actions: P-S |
|
| PAGE |
|
| PAGECLOSE |
|
| PARSE |
|
| PERMITCALL |
|
| PING |
|
| PLACECALL |
|
| PLAY |
|
| PLAYLOG |
|
| PLAYMESSAGEWITHAMD |
|
| POINTSOFCONTACTLIST |
|
| POPURL |
|
| POST NOTE TO CUSTOMER CARD Digital |
|
| PULL OUTBOUND AGENT |
|
| PULLAGENT |
|
| PUSHURL |
|
| PUTVALUE |
|
| QUEMSG |
|
| QUERYCALLBACK |
|
| QUEUECALLBACK |
|
| QUEUEVM |
|
| QUEUEWI |
|
| READFILE |
|
| RECORD |
|
| RECORDAGENTONLY |
|
| REMFIELD |
|
| REMFOLDER |
|
| REMOVE PROSPECT |
|
| REMVALUE |
|
| RENAME |
|
| REPLY |
|
| REQAGENT |
|
| REQAGENT Digital |
|
| RESKILL |
|
| REST API |
|
| RETURN |
|
| RUNNAPP |
|
| RUNSCRIPT |
|
| RUNSUB |
|
| SAVE VARIABLES |
|
| SCHEDULE CALLBACK |
|
| SCRIPTCOUNT |
|
| SENDEMAIL |
|
| SENDFILE |
|
| SENDSESSIONTEXT |
|
| SENDSIPINFO |
|
| SET AGENT STATE |
|
| SET TRANSPORT CODE |
|
| SETAGENT |
|
| SETDB |
|
| SETDISPOSITION |
|
| SETLABEL |
|
| SETSECURITYUSER |
|
| SIGNAL |
|
| SIPGETHEADER |
|
| SIPPUTHEADER |
|
| SIPXFERPUTHD |
|
| SKILL LIST |
|
| SENDSMSPAYLOAD |
|
| SNIPPET |
|
| SORT |
|
| SPAWN |
|
| SQLCLOSE |
|
| SQLCURSOR |
|
| SQLEXEC |
|
| SQLNEXT |
|
| SQLQUERY |
|
| SQLSELECT |
|
| SQLTABLE |
|
| STARTSCRNRECORD |
|
| STOP |
|
| STOPLOG |
|
| STOP PLAY ASYNC |
|
| STOPSCRNRECORD |
|
| STOREMSG |
|
| SUPPRESSCALL |
|
| Actions: T-Z |
|
| TAKEASURVEY |
|
| TERMINATE AGENT SESSION |
|
| TEXTBOT EXCHANGE |
|
| TEXTMSG |
|
| TEXTMSG Digital |
|
| TIMEZONE |
|
| TIMEZONE Phone Script Example |
|
| TRANSFER |
|
| TTSVOICE |
|
| TYPING INDICATOR Digital |
|
| UNLINK |
|
| UPDATE CONTACT Digital |
|
| UPDATE CUSTOM FIELD Digital |
|
| UPDATE DIGITAL CONTACT STATUS |
|
| UPDATE SKILL |
|
| UPDATE CONTACT |
|
| USES |
|
| UTCTOLOCAL |
|
| VOICEBIO AUTHENTICATION |
|
| VOICEBIO ENROLLMENT |
|
| VOICEBOT EXCHANGE |
|
| VOICEPARAMS |
|
| WAIT |
|
| WEBLINK |
|
| WHISPER |
|
| WORKFLOW EXECUTE |
|
| WORKFLOW DATA |
|
| WRITEFILE |
|
| ZIPTONE |
|
| Internal Actions |
|
| _addtodnc |
|
| Callback_ |
|
| Conference_ |
|
| Contactlogged |
|
| CreateUniversalChat |
|
| DeleteUniversalChat |
|
| ExitUniversalChat |
|
| Join_ |
|
| JoinUniversalChat |
|
| Leave_ |
|
| LeaveUniversalChat |
|
| Link_ |
|
| Logcall_ |
|
| Method |
|
| NC_PLACECALL |
|
| Placecall2_ |
|
| Placecall3_ |
|
| Sendtext |
|
| Silence Calibrate |
|
| Speech Calibrate |
|
| Takeover_ |
|
| Unlink_ |
|
| Unlink Outbound |
|
| UpdateUniversalChat |
|
| Test and Debug Scripts (Studio) |
|
| Trace and Debug Scripts |
|
| Debug Snippets |
|
| Simulate Interactions in Studio |
|
| Test and Debug Scripts (Desktop Studio) |
|
| Debug Scripts in Desktop Studio |
|
| Debug Snippets |
|
| Simulate Interactions in Studio |
|
| Technical Reference Guide |
|
| Data Management |
|
| Data Structures |
|
| Arrays |
|
| Dynamic Data Objects |
|
| Variables |
|
| Pre-Defined Variables |
|
| Reserved Variables |
|
| Date, Time, Number, and Other Formatting |
|
| Digital Scripts |
|
| Rich Messaging in Digital Scripts |
|
| TORM JSON Schemas |
|
| Expressions |
|
| Functions |
|
| Built-In Functions |
|
| Keywords |
|
| Statements |
|
| Declaration Statements |
|
| Decision-Making Statements |
|
| Looping Statements |
|
| Other Statements |
|
| Encode and Hash Strings |
|
| Scripting Best Practices |
|
| Sample Scripts |
|
| Scripts for Custom Personal Queue and Chat Queue |
|
| Integrate CRMs into Agent Applications |
|
| Code Snippets |
|
| Assign Conversation ID |
|
| Script Parameters |
|
| CRM and Agent Application Integrations |
|
| Bot Session State |
|
| Custom Payload |
|
| Default Next Prompt Behaviors |
|
| Live Agent Handoff |
|
| Multiple Agent Assist Hub Profiles |
|
| Next Prompt Behaviors |
|
| Next Prompt Sequence |
|
| Script Parameters |
|
| Transcript Snippet |
|
| Voice Bio Session ID Snippet |
|
| Troublehoot Desktop Studio |
|
| Error Messages |
|
| Script Development Lifecycle Management (Studio) |
|
| Script Security |
|
| Set Up Development Workflow Stages |
|
| Script with Development Workflow Stages |
|
| Advanced Options |
|
| APIs and Scripts |
|
| Make API Calls from a SNIPPET Action |
|
| API Actions |
|
| API Action List |
|
| Import a WSDL/Proxy DLL |
|
| Custom API Action Scripts |
|
| Create an API Action Script |
|
| Automatic Speech Recognition (ASR) |
|
| ASR Management |
|
| DB Connector |
|
| Download and Install DB Connector |
|
| Set Up Connectors and Groups |
|
| Enable Detailed Logging |
|
| Framework Actions |
|
| Internal Actions |
|
| Integration Hub |
|
| Set Up Connections |
|
| Use Connections |
|
| Subscriptions |
|
| Create a Transcript Subscription |
|
| Transcription Hub |
|
| Continuous Stream Transcription |
|
| Manage Continuous Stream Transcription Profiles |
|
| Turn-by-Turn Transcription |
|
| Set Up Turn-by-Turn Transcription |
|
| Virtual Agent Hub |
|
| Manage Virtual Agent Hub |
|
| Manage Changes in Virtual Agent Hub |
|
| Prompt Behaviors |
|
| Set Up a Simplified Digital Live Chat for a Virtual Agent |
|
| StandardBot |
|
| Core Behaviors |
|
| Behavior Tests |
|
| Set Up StandardBot with Templates |
|
| Voice-Enabled Text Virtual Agents |
|
| Set Up a Voice-Enabled Text Virtual Agent |
|
| Voicebot Gateway |
|
| Virtual Agent Integrations |
|
| Amazon Lex V1 |
|
| Integrate Amazon Lex V1 |
|
| Amazon Lex V2 |
|
| Integrate Amazon Lex V2 |
|
| Autopilot |
|
| Integrate Autopilot (Text Virtual Agents) |
|
| Integrate Autopilot Amelia (Text Virtual Agents) |
|
| Set Up Adaptive Cards for Autopilot Amelia |
|
| Bot Builder for Voice Channels |
|
| Cognigy |
|
| Integrate Cognigy |
|
| Google Dialogflow CX |
|
| Integrate Google Dialogflow CX |
|
| Google Dialogflow ES |
|
| Integrate Google Dialogflow ES |
|
| IBM Watson |
|
| Integrate IBM Watson |
|
| Microsoft Azure |
|
| Integrate Microsoft Azure |
|
| Omilia |
|
| Integrate Omilia (DEVone) |
|
| Proxy Tunnel Service Manager (PTSM) |
|
| Integrate a Bot with the PTSM |
|
| Integrate a BYOC Channel with the PTSM |
|
| Salesforce Einstein |
|
| Integrate Salesforce Einstein |
|
| Custom Virtual Agent Integrations |
|
| Planning Guide |
|
| Example Custom Virtual Agent Integration |
|
| Design Examples |
|
| Implement a Custom Integration |
|
| Resources |
|
| Schemas |
|
| Technical Design Document Template |
|
| Voice Biometrics Hub |
|
| Voice Biometrics for IVRs and Virtual Agents |
|
| Set Up Nuance Gatekeeper for IVRs and Virtual Agents |
|
| Voice Biometrics for Live Agents |
|
| ACD |
|
| ACD Channels |
|
| Chat |
|
| Set Up Chat |
|
| Configure Chat Features |
|
| Set Up Customer Chat Interface |
|
| Quick Replies |
|
| SMS Messaging |
|
| Set Up SMS Messaging |
|
|
|
| Set Up Email |
|
| Customize Your Email Channel |
|
| Quick Replies |
|
| Personal Connection |
|
| Proactive Voice |
|
| Customize Proactive Voice Dialing |
|
| Manage Personal Connection Voice Skills |
|
| Set Up Agent Proactive Voice Dialing |
|
| Set Up Agentless Proactive Voice Dialing |
|
| Calling List |
|
| Set Up Calling Lists |
|
| Manage Calling Lists |
|
| Timed Call Requests |
|
| System Outcomes |
|
| Proactive Digital |
|
| Set Up BYOC for Proactive Digital |
|
| Proactive Email |
|
| Set Up Proactive Agentless Email |
|
| Manage Email Server Settings |
|
| Calling List |
|
| Manage Calling Lists |
|
| Set Up Calling Lists |
|
| System Outcomes |
|
| Timed Call Requests |
|
| Proactive SMS |
|
| Set Up Agentless Proactive SMS |
|
| Calling List |
|
| Manage Calling Lists |
|
| Set Up Calling Lists |
|
| System Outcomes |
|
| Timed Call Requests |
|
| Proactive WhatsApp |
|
| Set Up Proactive WhatsApp |
|
| Add Templates and Variables to Proactive WhatsApp |
|
| Manage Multi-Number Phone Contacts |
|
| Manage Personal Connection Skills |
|
| Manage Dialing Compliance |
|
| Manage the Proactive Dialing and SMS Curfew |
|
| Outbound Skill Control |
|
| Set Up Call Suppression |
|
| SMS |
|
| Voice |
|
| Set Up Inbound Voice |
|
| Set Up Manual Outbound Voice |
|
| Customize Voice |
|
| Set Up Call Suppression |
|
| Set Up Emergency Dialing |
|
| Add-On Voice Solutions |
|
| Real-Time Translation |
|
| Universal Call Branding |
|
| Click to Call |
|
| Noise Cancellation |
|
| Voicemail |
|
| Set Up Voicemail |
|
| Additional Voicemail Tasks |
|
| Access Voicemail Files |
|
| Work Items |
|
| Set Up Work Items |
|
| Additional Work Item Tasks |
|
| Routing |
|
| Dynamic Delivery |
|
| Enable Dynamic Delivery for Your Organization |
|
| User-Level Dynamic Delivery |
|
| Manage Contact Delivery Settings for Dynamic Delivery |
|
| Configure User Skill Proficiency for Dynamic Delivery |
|
| Bullseye Routing |
|
| Routing Attributes |
|
| Manage Routing Attributes |
|
| Skill-Level Dynamic Delivery |
|
| Configure Priority for a Skill for Dynamic Delivery |
|
| AI Routing |
|
| Static Delivery |
|
| User-Level Static Delivery |
|
| Manage Contact Delivery Settings for Static Delivery |
|
| Configure User Skill Proficiency for Static Delivery |
|
| Bullseye Routing |
|
| Routing Attributes |
|
| Manage Routing Attributes |
|
| Skill-Level Static Delivery |
|
| Configure Priority for a Skill for Static Delivery |
|
| ACD Users |
|
| Manage ACD User Profiles |
|
| Address Books |
|
| Set Up Address Books |
|
| Agent Patterns |
|
| Manage Agent Patterns |
|
| Browse ACD Files |
|
| Business Unit |
|
| Manage Business Unit |
|
| Call Suppression |
|
| Set Up Call Suppression |
|
| Manage Call Suppression |
|
| Campaigns |
|
| Manage Campaigns |
|
| Dispositions |
|
| Manage Dispositions |
|
| System Disposition Values |
|
| Do Not Call (DNC) |
|
| Set Up Do Not Call (DNC) |
|
| Manage Do Not Call (DNC) |
|
| Hours of Operation |
|
| Set Up Hours of Operation |
|
| Locations |
|
| Points Of Contact |
|
| Manage Points of Contact |
|
| Quick Replies |
|
| Scripts Page |
|
| Script Scheduling |
|
| Schedule a Script to Run |
|
| Skills |
|
| Set Up a Skill |
|
| Customize Skills |
|
| Manage Skills |
|
| Manage Multiple Skills at Once |
|
| Stations |
|
| Manage Stations |
|
| Tags |
|
| Set Up Tags |
|
| Unavailable Codes |
|
| Set Up Unavailable Codes |
|
| Workflow Data |
|
| Manage Workflow Data |
|
| Admin |
|
| Employees |
|
| Set Up Employees |
|
| Manage Multiple Employees At Once |
|
| Bulk Upload Records |
|
| Provision Employee Accounts with SCIM |
|
| Integrate CXone Mpower and Okta with SCIM |
|
| Manage Employee Accounts with Third-party Applications |
|
| Groups |
|
| Hierarchies |
|
| GenAI Prompt Editor |
|
| Configure AI Prompt for Copilot for Agents AutoSummary |
|
| Configure AI Prompt for Copilot for Agents Journey Summary |
|
| Configure AI Prompt for Copilot for Agents KB Answers |
|
| Configure AI Prompt for AutoSummary |
|
| Manage GenAI Prompt Editor Profiles |
|
| Knowledge Hub |
|
| Knowledge Hub Tasks |
|
| Upload Custom Knowledge Files |
|
| Login Authenticators |
|
| Manage Login Authenticators |
|
| Manage Federation with Azure |
|
| Manage Federation with Okta |
|
| Recording |
|
| Ways to Record Interactions |
|
| Recording Policies |
|
| Business Data |
|
| ScreenAgent for Windows |
|
| ScreenAgent for ChromeOS |
|
| ScreenAgent for Mac |
|
| ScreenAgent Manager |
|
| ScreenAgent: Cumulative Release Notes |
|
| Access Recordings From External Applications |
|
| Data Extraction APIs |
|
| Business Data API |
|
| Record on Demand APIs |
|
| Mask and Unmask APIs |
|
| Business Data Updates API |
|
| Screen Interaction Recording APIs |
|
| Recording Status API |
|
| Troubleshooting Recordings and FAQs |
|
| Roles and Security |
|
| Views |
|
| Manage Data Access |
|
| Permissions |
|
| Adapters Permissions |
|
| Admin Permissions |
|
| Agent Integrations Permissions |
|
| AutoSummary Permissions |
|
| Bot Builder Permissions |
|
| Coaching Session Permissions |
|
| Legacy Dashboard Permissions |
|
| CXone Mpower Dashboard Permissions |
|
| Actions Permissions |
|
| Message Center Permissions |
|
| Performance Management Permissions |
|
| EM Permissions |
|
| Interaction Analytics Permissions |
|
| Automation and AI Permissions |
|
| Feedback Management Permissions |
|
| Guide Permissions |
|
| Metrics Permissions |
|
| Desktop Discovery Permissions |
|
| Monitoring Gateway Permissions |
|
| Orchestrator Permissions |
|
| Performance Management Permissions |
|
| QM Permissions |
|
| Reporting Permissions |
|
| Interactions Hub Permissions |
|
| Self-Service AnalyticsPermissions |
|
| Supervisor Permissions |
|
| WFI Permissions |
|
| WFM Permissions |
|
| Tenant Access Requests |
|
| Manage Access Keys |
|
| Manage Access to ACD Data |
|
| Manage Access to Apps |
|
| Manage Data Access |
|
| Manage Account Settings |
|
| Multi-Factor Authentication |
|
| Manage Roles |
|
| Manage Approvals |
|
| Submit Data Subject Privacy Requests |
|
| Manage User Locking |
|
| Scheduling Units |
|
| Location Definitions |
|
| Cloud Storage Services |
|
| Retrieve Files from Long-Term Storage |
|
| Life Cycle Management |
|
| Manage Life Cycle Management Rules |
|
| Multi-Region Storage |
|
| Configure Multi-Region Storage |
|
| Secure External Access |
|
| Generate Secure External Access Credentials |
|
| Custom Storage Locations |
|
| Configure Custom Storage |
|
| Configure a Custom AWS KMS Key |
|
| Disposition-Based TTL |
|
| Cloud Storage Services in Azure |
|
| Manage Cloud Storage Services in Azure |
|
| Custom Storage in Azure |
|
| Configure Custom Storage in Azure |
|
| Teams |
|
| Manage Teams |
|
| WEM Skills |
|
| Agent Application Administration |
|
| Advanced Chat, Proactive Chat, and Co-Browse |
|
| Salesforce Agent |
|
| Omni-Channel |
|
| Set Up External Routing |
|
| Set Up Omni-Channel |
|
| Digital Channels |
|
| Map Contact Details for Digital Experience |
|
| Installation |
|
| Integrated Softphone in Salesforce Agent for Administrators |
|
| Salesforce Agent Settings and Permissions |
|
| Manage Access to Salesforce Agent |
|
| Salesforce Agent Customization Tasks |
|
| Manage Classic in Lightning |
|
| Manage Fully Integrated Lightning Agent |
|
| Single Sign-On in Salesforce Agent |
|
| Set Up RTIG for Salesforce Agent |
|
| Upgrade Salesforce Agent |
|
| Agent Issues |
|
| Manage Agent Issues |
|
| Agent Messaging |
|
| Agent |
|
| Integrate Your CRM |
|
| Integrate HubSpot |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Kustomer |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Reskill Scripting |
|
| Integrate Microsoft Dynamics |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Oracle |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Salesforce |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate ServiceNow |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Zendesk |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Troubleshoot Your CRM Integration |
|
| Manage Access |
|
| Manage Approval Workflows |
|
| Set Up Custom Workspaces |
|
| Set Up Integrated Softphone |
|
| Enable Co-Browse |
|
| FAQs |
|
| CXone Agent SDK |
|
| Agent Embedded |
|
| Set Up Agent Embedded |
|
| Set Up in Kustomer |
|
| Install Agent Embedded |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Reskill Scripting |
|
| Set Up in Microsoft Dynamics |
|
| Install Agent Embedded |
|
| Install Agent Embedded in Microsoft Dynamics CIF v1 |
|
| Install Agent Embedded in Microsoft Dynamics CIF v2 |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Set Up in Oracle |
|
| Install Agent Embedded |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Set Up in Salesforce |
|
| Install Agent Embedded |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Screen Pops |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Set Up in ServiceNow |
|
| Install Agent Embedded |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Set Up in Zendesk |
|
| Install Agent Embedded |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Your CRM |
|
| Manage Access |
|
| Manage Approval Workflows |
|
| Set Up Custom Workspaces |
|
| Set Up Integrated Softphone |
|
| Enable Bi-Directional Presence Sync in Salesforce |
|
| Enable Co-Browse |
|
| Resolve SSO Issue for Agent for Salesforce |
|
| Troubleshoot Issues in Agent Embedded for Microsoft Dynamics |
|
| Troubleshoot Your CRM Integration |
|
| FAQs |
|
| Agent for Microsoft Teams |
|
| Upload Agent for Microsoft Teams |
|
| Integrate Your CRM |
|
| Integrate HubSpot |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Kustomer |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Reskill Scripting |
|
| Integrate Microsoft Dynamics |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Oracle |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Salesforce |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate ServiceNow |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Zendesk |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Troubleshoot Your CRM Integration |
|
| Manage Access |
|
| Manage Approval Workflows |
|
| Set Up Custom Workspaces |
|
| Set Up Integrated Softphone |
|
| FAQs |
|
| Agent Integrated |
|
| Integrate Your CRM |
|
| Integrate HubSpot |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Kustomer |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Reskill Scripting |
|
| Integrate Microsoft Dynamics |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Oracle |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Salesforce |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate ServiceNow |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Integrate Zendesk |
|
| Set Up a CRM Configuration |
|
| Modify Your Studio Script |
|
| Configure Workflows |
|
| Configure Workflows using Enhanced Workflow Execute |
|
| Enable Agents to Manually Create Records |
|
| Configure Reskill Scripting |
|
| Troubleshoot Your CRM Integration |
|
| Manage Access |
|
| Manage Approval Workflows |
|
| Set Up Custom Workspaces |
|
| Set Up Integrated Softphone |
|
| Enable Co-Browse |
|
| FAQs |
|
| Agent for ACS |
|
| Expert |
|
| CXone Softphone |
|
| MAX |
|
| Configuration Tasks |
|
| Integrated Softphone in MAX for Administrators |
|
| Microsoft 365 (Teams) |
|
| Agent for Service Cloud Voice |
|
| Set Up Agent for Service Cloud Voice |
|
| Set Up After Contact Work |
|
| Set Up Data Mapping for Dispositions, Notes, and Tags |
|
| Enable Bi-Directional Presenc Sync in Salesforce |
|
| Enable Disposition, Indicator, and Noise Cancellation Tabs |
|
| Manage Agent Access to Agent for SCV |
|
| Manage Supervisor Access to Agent for SCV |
|
| CXone Mpower AppLink |
|
| Attendant |
|
| Attendant for Administrators |
|
| Administrator Tasks in Attendant |
|
| Configure Attendant |
|
| Manage Users in Attendant |
|
| User Tasks in Attendant |
|
| Cloud Storage Services |
|
| Retrieve Files from Long-Term Storage |
|
| Life Cycle Management |
|
| Manage Life Cycle Management Rules |
|
| Multi-Region Storage |
|
| Configure Multi-Region Storage |
|
| Secure External Access |
|
| Generate Secure External Access Credentials |
|
| Custom Storage Locations |
|
| Configure Custom Storage |
|
| Configure a Custom AWS KMS Key |
|
| Disposition-Based TTL |
|
| Cloud Storage Services in Azure |
|
| Manage Cloud Storage Services in Azure |
|
| Custom Storage in Azure |
|
| Configure Custom Storage in Azure |
|
| ContactEngine |
|
| Digital Experience |
|
| Set Up Digital Experience |
|
| Guide |
|
| Form an Engagement Strategy |
|
| Configure the Guide Interface |
|
| Create Entry Points |
|
| Create Guide Templates |
|
| Create Engagement Rules |
|
| Rule Builder |
|
| Displaying a Guide Template |
|
| Displaying a Proactive Offer |
|
| Changing the Branding |
|
| Adding a Tag |
|
| Removing a Tag |
|
| Guide Conditions |
|
| Web Assistant |
|
| Legacy Engagement Rules |
|
| Visitor Page View |
|
| Chat Window Opened |
|
| Custom Visitor Event |
|
| Popup Clicked |
|
| Triggered by API |
|
| Legacy Engagement Actions |
|
| Add Tag to Visitor |
|
| Remove Tag from Visitor |
|
| Chat Mobile Application Popup Box |
|
| Chat Mobile Push Notification |
|
| Chat Welcome Message |
|
| Chat Popup Box |
|
| Chat Popup Box HTML |
|
| Use Guide to Offer Chat |
|
| Integrate Guide with CXone Mpower Expert |
|
| Embed Guide on Your Website |
|
| Create a Guide Report Dashboard |
|
| Guide Use Cases |
|
| Digital Channels |
|
| Chat Channels |
|
| Set up Chat Messaging |
|
| Set up Live Chat |
|
| Configure a Chat Channel |
|
| Customize Chat Pop-Ups |
|
| Configure Adaptive Cards |
|
| Email Channels in Digital Experience |
|
| SMS |
|
| Sinch SMS Channels |
|
| Digital Messaging and Social Media Channels |
|
| Apple Messages for Business |
|
| Apple Messages for Business Message Templates |
|
| Apple Reviews |
|
| Bring Your Own Channel (BYOC) |
|
| Set Up a BYOC Integration |
|
|
|
| Google Business Messages |
|
| Google Places |
|
| Google Play |
|
|
|
| Instagram Direct Messaging |
|
| LINE |
|
|
|
| Microsoft Teams |
|
| Slack |
|
| Telegram |
|
| X (Twitter) |
|
| Viber |
|
|
|
| YouTube |
|
| Rich Message Settings |
|
| Reporting and Dashboards |
|
| Manage Reports and Dashboards |
|
| Widgets |
|
| Manage System Settings |
|
| Manage Users and Roles |
|
| Manage Cases |
|
| Manage Custom Fields |
|
| Manage Customer Cards |
|
| Manage Forms |
|
| Manage Routing |
|
| Manage Quick Responses |
|
| Satisfaction Surveys |
|
| Embed a Feedback Management Survey in Digital Chat |
|
| Workflow Automation |
|
| Triggers |
|
| Before Case Closed |
|
| Case Created |
|
| Case Inbox Assignee Changed |
|
| Case Routing Queue Changed |
|
| Case Status Changed |
|
| Public Secured Form Submitted |
|
| Message Created |
|
| Triggered by API |
|
| Visitor Inactivity |
|
| Schedulers |
|
| Jobs |
|
| Add Tag to Case |
|
| Add Tag to Message |
|
| Assign Contact to Inbox |
|
| Call an URL |
|
| Call Studio Script URL |
|
| Change Case Custom Field |
|
| Change Case Priority in the Queue |
|
| Change Case Status |
|
| Delete Author's Name of a Message |
|
| Delete Content of a Message |
|
| Delete End User's Name in all Identities |
|
| Inactivity Popup |
|
| Mark Contact as Abandoned |
|
| Mask Credit Card Number in Message Content |
|
| Mask Data in Message Content By Regular Expression |
|
| Moves First Case in Queue to Other Queue |
|
| Reroute Case to a Different Queue |
|
| Reset Routing |
|
| Send Message |
|
| Send Notification Email |
|
| Send Satisfaction Survey |
|
| Set Contact Proficiency |
|
| Set Contact Routing Queue Same as Previous Contact in Thread |
|
| Unassign Case from Inbox |
|
| Use Cases |
|
| Appointment Scheduling |
|
| Authorized Third-Party Domains |
|
| Stripe Payments |
|
| Digital Developer Resources |
|
| Customize Guide Using JavaScript |
|
| Customize the Guide Widget Using APIs |
|
| Customize Guide Chat Using APIs |
|
| Customize Guide Analytics Using APIs |
|
| Customize Chat Channels Using JavaScript |
|
| Web Chat SDK |
|
| Web Chat SDK Sample Code |
|
| Mobile SDK |
|
| Set Up Advanced Features for the Mobile SDK |
|
| Event Diagrams |
|
| Basic Setup to Test the Mobile SDK |
|
| Mobile SDK Best Practices |
|
| Accessibility |
|
| Configure Web Application Security |
|
| Guide Event Broadcasting |
|
| Expert |
|
| Integrated Solutions |
|
| Multi-ACD (Open) |
|
| Supported Multi-ACD (Open) Deployments |
|
| Prepare Avaya Environment for CXone Mpower Multi-ACD (Open) |
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| Avaya TSAPI with DMCC Recording |
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| Avaya TSAPI with SIPREC |
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| Avaya TSAPI with SIPREC and DMCC Recording |
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| Avaya POM and Alvaria Aspect Dialers Configuration |
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| Prepare Cisco Environment for CXone Mpower Multi-ACD (Open) |
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| Cisco Active Recording Configuration for IP Phone Recording (BiB) |
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| Cisco Active Recording Configuration for Network Based Recording (NBR) |
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| (Optional) Prepare UCCE or UCCX Environments |
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| Configure Third Party Telephony for Multi-ACD (Open) |
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| Mask and Unmask APIs |
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| Personal Connection |
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| Proactive Voice |
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| Customize Proactive Voice Dialing |
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| Manage Personal Connection Voice Skills |
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| Set Up Agent Proactive Voice Dialing |
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| Set Up Agentless Proactive Voice Dialing |
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| Calling List |
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| Set Up Calling Lists |
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| Manage Calling Lists |
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| Timed Call Requests |
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| System Outcomes |
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| Proactive Digital |
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| Set Up BYOC for Proactive Digital |
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| Proactive Email |
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| Set Up Proactive Agentless Email |
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| Manage Email Server Settings |
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| Calling List |
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| Manage Calling Lists |
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| Set Up Calling Lists |
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| System Outcomes |
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| Timed Call Requests |
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| Proactive SMS |
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| Set Up Agentless Proactive SMS |
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| Calling List |
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| Manage Calling Lists |
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| Set Up Calling Lists |
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| System Outcomes |
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| Timed Call Requests |
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| Proactive WhatsApp |
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| Set Up Proactive WhatsApp |
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| Add Templates and Variables to Proactive WhatsApp |
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| Manage Multi-Number Phone Contacts |
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| Manage Personal Connection Skills |
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| Manage Dialing Compliance |
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| Manage the Proactive Dialing and SMS Curfew |
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| Outbound Skill Control |
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| Set Up Call Suppression |
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| Recording |
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| Ways to Record Interactions |
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| Recording Policies |
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| Business Data |
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| ScreenAgent for Windows |
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| ScreenAgent for ChromeOS |
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| ScreenAgent for Mac |
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| ScreenAgent Manager |
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| ScreenAgent: Cumulative Release Notes |
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| Access Recordings From External Applications |
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| Data Extraction APIs |
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| Business Data API |
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| Record on Demand APIs |
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| Mask and Unmask APIs |
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| Business Data Updates API |
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| Screen Interaction Recording APIs |
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| Recording Status API |
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| Troubleshooting Recordings and FAQs |
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| Workforce Intelligence |
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| Additional Workforce Intelligence Tasks |
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| Manage Workforce Intelligence Rules |
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