CONTENTS
Data Dictionary |
|
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 |
|
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 |
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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 |
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AutoDiscovery |
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Investigate Your Data in AutoDiscovery |
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Data and Reporting |
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Set Up Interaction Analytics Data Export |
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Interaction Analytics Exported Data |
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Achieve Your Business Goals With IA |
|
Improve Sentiment |
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Find Self-Service Opportunities |
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Evaluate Interaction Silence |
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Reduce Frustration |
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Discover Interaction Reasons |
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Monitor Agent Phrases |
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Best Practices for IA |
|
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 |
|
Key Terms and Metrics for IA |
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Interactions: Search and Playback |
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Refine and Manage Search Results |
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View Search Results |
|
View and Play Interactions |
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Migrated Interactions: Search and Playback |
|
Interactions Hub |
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Interactions: Search and Playback |
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Refine and Manage Search Results |
|
View Search Results |
|
View and Play Interactions |
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Migrated Interactions: Search and Playback |
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Tickets Search |
|
Ticket Search Results |
|
Data Policies |
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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 |
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Process Analytics Report Page |
|
Settings |
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Client Management |
|
Installation Update |
|
NEVA for Compliance |
|
Performance Management |
|
CXone Mpower Performance Management Next Generation |
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Gamification |
|
Gamification - Marketplace |
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Wallboards |
|
Wallboard Slide Types |
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Objectives |
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Setting up Notifications in Objectives |
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Visualizing Objectives in CXone Mpower Dashboard widgets |
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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 |
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Plan Your Quality Management Strategies |
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Create Forms and Plans |
|
Form Manager |
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Quality Planner |
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Category Manager |
|
Evaluation Methods |
|
Evaluating an Interaction |
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Evaluating an Interaction: Auto-Response Rules |
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Reevaluating an Evaluation |
|
Evaluating Agents On-the-Fly |
|
Edit Evaluation |
|
Employee Evaluations |
|
Calibrate Forms and Evaluations |
|
Calibrating a Form |
|
Calibrating an Evaluation |
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Viewing Results of a Calibration Flow |
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Monitor |
|
Access to Evaluations and Quality Scores |
|
Monitoring Quality Plans |
|
CXone Mpower Coaching |
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Coaching Manager |
|
Behaviors |
|
Focus Areas |
|
Your Coaching Sessions |
|
Self Assessments |
|
Collaborative Evaluations |
|
My Zone For QM Evaluators |
|
My Zone For QM Managers |
|
Data Extraction APIs |
|
Self-Service Analytics |
|
Journey Manager |
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Build a Journey |
|
Journey Insights |
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Event Analysis |
|
Containment Insights |
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Supervisor |
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Live Monitoring: Focused View |
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Live Monitoring: Overall View |
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Live Monitoring: Multi-ACD View |
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Supervisor Actions |
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Manage Alerts |
|
FAQs |
|
Copilot for Supervisors |
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Alert Insights |
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Conversational Panel for Inquiries |
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Insights Workspace |
|
Settings for Copilot for Supervisors |
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FAQs - Copilot for Supervisors |
|
Real-Time Interaction Guidance for Supervisors |
|
Settings |
|
Settings for Supervisor |
|
Settings for Copilot for Supervisors |
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Workforce Management |
|
Establish an ACD Connection |
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CXone Mpower ACD |
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Non-CXone Mpower ACDs |
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Amazon Connect |
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Avaya CMS |
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Genesys Pure Cloud |
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LiveVox |
|
Microsoft ACS |
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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 |
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Activity Mapping and Adherence Categories |
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Map ACD Events to Activities |
|
Adherence Categories |
|
Scheduling Units |
|
Schedule Rules |
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Daily Rules |
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Weekly Rules |
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Rotation Rules |
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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 |
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Forecasting Profiles |
|
Import Forecast Data |
|
Import Historical Data |
|
Special Days |
|
WFM Skill Allocations |
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Schedule Shifts |
|
Schedule Manager |
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Net Staffing Bar |
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Add Shifts |
|
Add Activities |
|
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 |
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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 |
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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) |
|
Avaya TSAPI with DMCC Recording |
|
Avaya TSAPI with SIPREC |
|
Avaya TSAPI with SIPREC and DMCC Recording |
|
Avaya POM and Alvaria Aspect Dialers Configuration |
|
Prepare Cisco Environment for CXone Mpower Multi-ACD (Open) |
|
Cisco Active Recording Configuration for IP Phone Recording (BiB) |
|
Cisco Active Recording Configuration for Network Based Recording (NBR) |
|
(Optional) Prepare UCCE or UCCX Environments |
|
Configure Third Party Telephony for Multi-ACD (Open) |
|
Mask and Unmask APIs |
|
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 |
|
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 |
|
Workforce Intelligence |
|
Additional Workforce Intelligence Tasks |
|
Manage Workforce Intelligence Rules |
|