CONTENTS

Data Dictionary
Implementation Requirements
Connectivity Requirements
Release Notes
Coaching
Legacy Dashboard
My Dashboards
ACD Widgets
Agent Counter Widget
Agent List Widget
Callback Widget
Contact List Widget
Contact States by Skill Widget
Queue Counter Widget
Service Level Widget
Skill Summary Widget
Unavailable Statistics Widget
Create a Dashboard
Duplicate Dashboards
Interaction Analytics Widget
Project a Dashboard
Quality Management Widgets
Share Dashboards
WFM Widgets
Predefined Dashboards
QM Supervisor Dashboard
Dashboard Actions and Permissions
Manage Dashboards
Dashboard
Creating Dashboards
Managing and Using Dashboards
CXone Mpower Dashboard Widgets
ACD Reporting Widgets
CXone Mpower Quality Management Widgets
Coaching Widget
Interaction Analytics Widget
Metric Widgets
CXone Mpower Performance Management Next Generation Widgets
Metric List
Suite Metrics
Real-Time Metrics
Digital Metrics
Voice ACD Metrics
Quality Management Metrics
Coaching Metrics
CXone Mpower Guide Metrics
Dashboard Reporting Templates
List of Skills
Agent Skill Assignments
List of Campaigns
List of Agents Details
Skill Proficiency
List of Teams
Dashboard Migration Guide
Engagement Manager
EM for IEX WFM Integrated
Program Manager
Trades
Request Absence
Agent Data Groups
Enhanced Strategic Planner
ESP Client Requirements
Import Forecasts
Import a Forecast
Manage Imported Forecasts
Build Plans
Create a Plan
Add or Change Scheduling Unit to WEM Skill Staffing Distribution
Plan Data
Edit Plan Data
Plan WEM Skill Settings
Plan Settings
Manage Plans
Chart Plan Data
Historical Data
Manage Historical Data
Staffing Distribution
WEM Skill Staffing Distribution
Integrated Solutions
Interaction Analytics
Datasets
Configure Datasets
Configure Dataset Workspaces
Data Analysis
My Data
Filter Dataset Workspaces
Widgets
Channels Widget
Enlighten Behavioral Metrics Widget
Summary Widget
Frustrated Interactions Widget
Frustration Trend Widget
Silence Percentage Widget
Interaction Text Widget
Interactions Widget
Intent Analysis Widget
Intent Trend Widget
Keywords Widget
Metrics Widget
Most Unresolved Interactions Widget
Overview Bar Widget
Sentiment Trend Widget
Top Categories Widget
Top Company Profile Terms Widget
What People Are Talking About Widget
Search
Workspace Templates
Set Up Workspace Templates
Manage Workspaces
Language Model
Categories
Set Up Categories
Manage Categories
Out-of-Box Category Sets
Optimize Categories
Company Profile
Configure the Company Profile
Correct Voice Transcripts
Set Custom Sentiment for Keywords and Phrases
Configure Ignored Phrases
Analytics-Based Text Routing
Enable ABTR
Configure Routing Profile
Create Routing Categories
Topic AI Editor
Using Topic AI Editor
Manage Vertical Model
Tuning Models
Custom Vocabulary for Transcription
Tune Transcription Vocabulary
Records
AutoDiscovery
Investigate Your Data in AutoDiscovery
Data and Reporting
Set Up Interaction Analytics Data Export
Interaction Analytics Exported Data
Achieve Your Business Goals With IA
Improve Sentiment
Find Self-Service Opportunities
Evaluate Interaction Silence
Reduce Frustration
Discover Interaction Reasons
Monitor Agent Phrases
Best Practices for IA
Best Practices for IA
Establish a Baseline
Measure Progress From Baseline
Turn Insights Into Action
Key Terms and Metrics for IA
Interactions: Search and Playback
Refine and Manage Search Results
View Search Results
View and Play Interactions
Migrated Interactions: Search and Playback
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)
CXone Mpower Desktop Discovery (Hybrid)
CXone Mpower Desktop Discovery Client
Download and Install
Authentication and Authorization
Data Collection
Collecting Data from Web Applications
Configure the CXone Mpower Desktop Discovery Client Communication Extension for Chrome
Configure CXone Mpower Desktop Discovery Client Communication Extension for Edge
Desktop Discovery
Application Management
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
Quality Management
Plan Your Quality Management Strategies
Create Forms and Plans
Form Manager
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
Monitor
Access to Evaluations and Quality Scores
Monitoring Quality Plans
CXone Mpower Coaching
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
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
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
Schedule Manager
Net Staffing Bar
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
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
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
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
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
Email
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
Facebook
Google Business Messages
Google Places
Google Play
Instagram
Instagram Direct Messaging
LINE
LinkedIn
Microsoft Teams
Slack
Telegram
X (Twitter)
Viber
WhatsApp
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