Create a Digital Email Channel

After you add a digital Any channel, contact, or skill associated with Digital Experience (DX). email channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. to NiCE CXone, you can configure options for it, such as a dedicated reply-to address or branded outbound templates.

Add a CXone Email Channel

Before adding a digital Any channel, contact, or skill associated with Digital Experience (DX). email channel Various voice and digital communication mediums that facilitate customer interactions in a contact center., you need to follow the steps to create and verify an email domain in AWS SES. All inbound emails go through SES before being delivered to NiCE CXone.

If you want agents to be able to change the From address on outgoing emails, you need to create multiple email channels and enable the Reply permission for the Agent role.

1. Click the app selector and select ACD.

2. Go to Digital > Points of Contact Digital.

3. Click CXone Email.

4. Click Create Channel.

5. Enter the From Address and select your Verified domain from the drop-down. The point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. displayed after these fields are filled.

6. Use this point of contact in your DNS (Domain Name Server) to enable email.

   Learn more about this step

   SES is the primary domain type. If you are participating in the public preview program, you can also create a NiCE CXone email channel with an email domain. You will need to set the email domain in the email support tool for it to be available in Digital Experience (DX). For more information about the public preview program, contact your account representative.

7. Enter a Channel Name.

8. If you want to give agents the ability to send manual outbound emails through this channel, click Has Manual Outbound Flow.

9. Click Create New Channel.

10. Configure additional options to customize your email channel.

Configure Permissions

You need to add this channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. to each role that will use the channel. When you add a channel to a role, you need to configure permissions. These determine what users assigned to the role can do when interacting with the channel.

You can add this channel to existing roles or create a role in the NiCE CXone Admin application specifically for this channel. Digital Experience (DX) users can only have one role.

If you create a new role for this channel, be sure to include any necessary permissions from the Digital Engagement list on the Permissions tab in the NiCE CXone Admin application. When you save the new role, it appears in the ACD > Digital > Roles list, where you can add channels and permissions, as well as assign the role to digital agents An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. . To handle digital interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., agents using Agent Workspace (Agent) need to have the Digital Engagement attribute enabled in their Admin employee profile and be assigned to a digital ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them. Agents either need the Digital Engagement attribute enabled or a digital skill assigned to them to handle digital Any channel, contact, or skill associated with Digital Experience (DX). interactions. However, if you want agents to be able to use other features like searching posts, cases, or messages, you must enable the corresponding permissions.

1. Click the app selector and select ACD.

2. Go to Digital > Roles.

3. Click the Edit icon for the role you want to use.
4. In the Channels section, locate the channel you want to configure permissions for and click Edit permissions.

5. Select the checkboxes in the channel's row for each permission you want to add to the selected role.

   Learn more about channel permissions

   Depending on how Digital Experience (DX) is configured, some permissions may not be available.

   Permission	Details
   Reply	When selected, users can write replies that are published Posting directly to a social media wall, feed, or account. on behalf of the channel. Users without this permission can write drafts of messages. The drafts must be approved before they can be sent or published.
   Deleting from original platform	When selected, users can delete a message or post A social media thread stems from one original post. A post can result in multiple threads from various contacts. from its original platform (for example, from Facebook or Instagram. For Bring Your Own Channel (BYOC), this only applies to the latest sent message.
   Hide from original platform	When selected, users can hide a message or post on its original platform (for example, Facebook or Instagram).
   Can approve	When selected, users can approve drafts of replies written by other users.
   Ability to assign/re-assign	When selected, users can assign or re-assign any conversation to themselves or other users.
   Ability to unassign	When selected, users can unassign a conversation from themselves or other users.

6. Click Save. Continue adding permissions for other channels, as needed.

Create a Digital Skill

Required permissions: ACD > Skills Create, Edit

NiCE CXone uses ACD skills to route interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to agents. After creating a new skill, you need to assign it to the agents who will handle this type of interaction.

To handle digital interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., agents using Agent Workspace (Agent) need to have the Digital Engagement attribute enabled in their Admin employee profile and be assigned to a digital ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.

If your agents use SFA Classic, do not select the Accept/Reject option in this setup. This feature is not currently supported for digital channels and attempting to enable it will result in the contact being automatically refused.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click Create New > Single Skill.

4. Set the Media Type to Digital and Inbound/Outbound to Inbound. Digital Any channel, contact, or skill associated with Digital Experience (DX). skills will always be Inbound unless you are using Personal Connection or BYOC.
5. Enter a Skill Name.
6. Select the Campaign you want the skill to be part of.
7. To use rich content in your outbound message, select a Message Template.
8. To add a sub-skill to this skill, select the checkbox. This only applies if you use digital routing queues for contact skill assignment. This is not the recommended routing method. Using Studio scripts is the recommended method to manage contacts and assign skills.

9. Configure the remaining optional fields in the Skill Information section as needed.

   Learn more about fields in this step

   Field	Details
   Agentless	Personal Connection automatically dials phone numbers of contacts from a calling list and plays either a pre-recorded message or an IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. menu. This is selected by default for Proactive SMS, Proactive Email, and digital Bring Your Own Channel. It cannot be cleared. Don't select for agent dialing. When this is selected, Workforce Intelligence Minimum Agents and Workforce Intelligence Minimum Available Agents are not available.
   Sub-Skill	Allows you to add a sub-skill to a skill. This lets you apply additional filters to match a skill if you use digital routing queues for contact skill assignment. However, using Studio scripts is the recommended method to manage contacts and assign skills. Sub-skill is not compatible with Studio, so using it is not recommended.
   Do not allow transfers to skill when closed	Determines whether interactions can be transferred to this skill when its hours of operation profile is set to Closed. Select to prevent transfer or leave unselected to allow transfer during closed hours.

10. If your system is configured for divisions, use the Division field to specify which division Separate data securely between lines of business. Data can only be accessed from within the division it's part of. to assign the skill to. After you have assigned the skill to a division, you cannot change it. To configure this option, you must have the Division Assignment permission.

11. If you want to use screen pops A pop-up window with information about the contact that appears on an agent's screen after an event such as connecting to a contact. for this skill, use the POPURL action in Studio. This capability is only supported for the Agent Workspace (Agent) suite.

12. If you want to change the default prioritization settings for this skill, modify the settings in the Priority Management While in Queue section. You can also do this later.

    Learn more about fields in this step

    Field	Details
    Initial Priority	Enter a numeric value you want to set as the base level priority Skill-based designation of the importance of contacts that determines delivery order. for all contacts in an inbound skill or for fresh records and retries in an outbound skill (callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. always take priority and are not affected by this setting). The default value is 0. The maximum initial priority is 9999 for all skill media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. except digital. Digital skills have a maximum initial priority of 1000. For existing digital skills, Initial Priority is set to the same priority value for its associated routing queue filter. For Outbound Engagement skills, this is currently the only priority setting available.
    Acceleration	Enter a numeric value to determine how quickly the priority of the skill increases. For every minute a contact stays in queue, the priority increases by the value you configure for Acceleration. The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the Maximum Priority field. For example, if the Initial Priority is 4, and you set Acceleration to 1, then with each passing minute that the contact is not handled, the priority increases by one. In this example, if the contact has been in queue for three minutes, then the priority will be raised to 7. Priority increments in seconds. For example, when Acceleration is 1, a contact's priority increases by 0.5 after 30 seconds in queue. For Personal Connection skills, set this value to 0 because there is no queue of contacts. You can set Initial Priority for one skill lower than another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Initial Priority for Skill A to 1 and Acceleration to 5. You set Initial Priority for Skill B to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 4, but after one minute, Skill A will take its place at the top because its priority will be 6. NiCE CXone combines the acceleration value with the time the contact has been in queue and the initial priority using the formula Overall Priority = (Time * Acceleration) + Initial Priority.
    Maximum Priority	Enter a numeric value to determine the maximum priority a contact can have. If you choose not to use Acceleration, this value should match the Initial Priority. The default value is 1000. The maximum priority is 9999 for all skill media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. except digital. Digital skills have a maximum priority of 1000.

13. If your organization uses AI Routing or dynamic delivery, use the Routing Configuration section to customize the routing experience for this skill. To do so, select an Evaluation Criteria and configure any related settings.

    Learn more about fields in this step

    Field	Details
    Skill Proficiency	This is the default setting. Routing decisions prioritize the agent with the highest configured proficiency level for the skill.
    Preferred Agent	Routing decisions prioritize the agent who last handled the same case or contact. If you select this option, you must configure these settings:  Focus Metric: Specifies which agent is the preferred agent. Choose between:  Per Case: The agent who most recently handled an interaction linked to the customer case. Per Customer: The agent who most recently worked on the interaction with the contact The person interacting with an agent, IVR, or bot in your contact center.. Focus Lock: Specifies what happens when the preferred agent is unavailable. Choose between: When Offline: The interaction waits in queue until the preferred agent becomes available or the Fallback Time is exceeded. When the Fallback Time is exceeded, the interaction routes to another agent based on skill proficiency. The receiving agent becomes the new preferred agent for the case or contact. When Available Only: The interaction only routes to the preferred agent when they are in an available state. Sometimes agents appear as available but are actually busy handling something else like ACW State that allows an agent to complete work requirements after finishing an interaction.. To determine how long to wait for the preferred agent to become available, configure Fallback Time. If the Fallback Time is exceeded or the preferred agent is offline, the interaction routes to another agent based on skill proficiency. The receiving agent becomes the new preferred agent for the case or contact. Fallback Time: The number of seconds to wait for the preferred agent to become available. For example, if you enter 900 seconds, the system will wait 15 minutes before routing the contact to another agent. If you choose to use Preferred Agent to route contacts, you must enter a value between 1 and 5,256,000. If you leave this field blank, you receive an error message. Any interaction that enters the queue without an applicable contact or interaction history routes to an available agent based on skill proficiency.
    Least Occupied	Contacts route to the agents with the lowest number of active contacts and who have not already met their total contact limit. This option helps to evenly distribute contacts among your agents.
    Most Occupied	Contacts route to the agents with the highest number of active contacts and who have not already met their total contact limit. This option helps to maximize agent effectiveness.

14. If you want to change the default service level settings for this skill, modify the fields in the Service Level section. This section only appears if you are configuring an Inbound skill.

    Learn more about fields in this step

    Field	Details
    Service Level Threshold	The number of seconds agents have to respond to meet an SLA Commitment between service provider and customer with defined service level thresholds including quality, availability, and responsibilities.. For example, if your SLA for this skill is to respond to 80% of contacts within 20 seconds, enter a value of 20.
    Service Level Goal	The percentage of contacts agents must respond to by the Service Level Threshold to meet the SLA. For example, if the SLA for this skill is to respond to 80% of contacts within 20 seconds, enter a value of 80.

15. To require agents to manually accept or reject interactions for this skill, select the Accept / Reject checkbox. If an agent rejects an interaction, it returns to the queue.

16. To enable a countdown timer for agent responses, go to Agent Response section. This capability is only supported in Agent. You can also do this later.

    Learn more about fields in this step

    Field	Details
    Enabled	Select this option to make the timer appear in the agent console. Clear the box to hide it.
    Agent First Response	Enter how long you want to set the timer for. The countdown timer starts when a contact is assigned to the agent. The countdown ends when the agent sends the first message.
    Follow on Response	Enter how long you want to set the timer for. The countdown timer starts again when a customer responds to the agent. It ends when the agent sends a reply.

17. To unassign contacts after a timer expires, go to the Customer Response section. This capability is only supported in Agent. You can also do this later.

    Learn more about fields in this step

    Field	Details
    Enabled	Select this option to unassign contacts when the timer expires. Clear the box to have no idle time limit.
    Customer Idle Time	The countdown timer starts when the agent sends the first message to the customer. The contact will automatically unassign the contact from the agent when the timer expires.
    Time Extension	Select this option to let an agent give the customer more time to respond. This enables a button the agent can click to reset the customer idle timer.

18. Click Create. Complete additional configurations to customize or manage your skills.

Assign a Default Skill and Script to a POC

All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.

You must have at least one Studio script and one skill created in order to assign them to a point of contact. Outbound contacts should route via Digital Experience (DX) using routing queue filters, whether the point of contact has a Studio script assigned to it or not.

You can check whether a skill serves as a default or not. Go to ACD Skills and select the skill you want to view. In the Details tab, under Skill Information, the field Is Default Skill, displays either Yes or No.

1. Click the app selector and select ACD.

2. Go to Digital > Points of Contact Digital.

3. Select the channel you would like to configure and click Edit.

4. Select a Studio script from the drop-down.

5. Select a default skill from the drop-down.

6. Click Save.