Omnichannel Routing (ACD) Users lets you view general information about users configured in the employee profile. It also allows you to edit details about the user that are not available in the employee profile, such as employment information and assigned Omnichannel Routing (ACD) skills
Used to automate delivery of interactions based on agent skills, abilities, and knowledge..
You cannot create new users on the Omnichannel Routing (ACD) Users page. You must first create a new employee in Admin. This creates a corresponding Omnichannel Routing (ACD) user, which you can modify to configure Omnichannel Routing (ACD)-specific user settings. This applies to creating single accounts and bulk uploading multiple new accounts.
Use the employees profile to create and deactivate users and to modify basic user settings. Use the Omnichannel Routing (ACD) Users page to configure other details, particularly those specific to the Omnichannel Routing (ACD) functionality of NiCE CXone.
Audit and Login History
Two types of history are available for Omnichannel Routing (ACD) user records:
- Login history: A record of every time the user has logged in to the application.
- Audit history: A record of information about the creation and modification of the Omnichannel Routing (ACD) user. You can see what was modified, when it was modified, and who did the modification. Changes made to the user's Attendant tab may take up to a day to appear in the Audit History tab.
The Audit History tab has a header that shows who created the employee profile that corresponds to the Omnichannel Routing (ACD) user. It also has the creation date, the date of the last modification, and who modified the user. The table under the header lists all the changes made to that user.
Audit and login history tables can become very large. You can use the search bar on the tab to find a particular record. The Audit History tab also has filter tools available.
The date of the last modification updates anytime the Done or Save buttons are clicked. The date updates even if no changes were made to user. If this happens, the modified date updates but nothing is added to the change history table because no changes were made.
Key Facts About Omnichannel Routing (ACD) Users
- Omnichannel Routing (ACD) users are linked to employee profiles in Admin.
- You can configure additional ACW time for Omnichannel Routing (ACD) users who need additional time. For example, users who work with adaptive technologies may require extra time.
- If you use the bulk upload template to modify multiple Omnichannel Routing (ACD) user profiles at once, use the Row Changed column in the file to indicate which users changed. Otherwise, NiCE CXone uploads all rows and the uploading process takes much longer.