NiCE CXone Omnichannel Routing (ACD)

The NiCE CXone Omnichannel Routing (ACD) is native to the NiCE CXone product. You don't have to install or connect it to NiCE CXone Workforce Management (CXone) to make them work together. For more information about customizing the Omnichannel Routing (ACD) and creating your preferred NiCE CXone routing experience, see NiCE CXone Routing.

To integrate NiCE CXone Omnichannel Routing (ACD):

  1. Configure NiCE CXone Omnichannel Routing (ACD) by following the steps in the Omnichannel Routing (ACD) integration in NiCE CXone WFM Configuration section in the Manage Tenants page.

  2. Route to the Omnichannel Routing (ACD) application. Refer to Omnichannel Routing (ACD) documentation.

  3. Remove the Omnichannel Routing (ACD) Routing link from NiCE CXone Omnichannel Routing (ACD).

  4. Add the following information to Omnichannel Routing (ACD):

    Real-Time Data

    Data Support
    RTA Yes
    Reason Codes Yes

    Historical Data

    Data Support
    Skills Yes
    Interval Setting 15 minutes

    Data Types

    Data Support
    Inbound Voice Yes
    Outbound Dialer Yes
    Email Yes
    Chat Yes

    Fax

    		 Yes
    Text (SMS) Yes
    Web Yes

    Historical Adherence

    Data Support
    Agent Activity Log Historical adherence data is pulled every 15 minutes

  5. Reports

    Reports Support
    Agent Adherence Report Yes
    Real-Time Adherence Yes
    Event Sets Refer to the Mapping Omnichannel Routing (ACD) Events in Environments with the NiCE NiCE CXone Omnichannel Routing (ACD) section in the Map Omnichannel Routing (ACD) Events to Activities page.