Digital Routing

NiCE CXone uses ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and scripts to determine which agent to route digitalClosed Any channel, contact, or skill associated with Digital Experience (DX). contacts to. Digital Studio scripts allow you to customize the flow of contact routing. You can also use Workflow Automation (WFA) to create rules for how contacts are routed. Studio and WFA work together to route digital contacts. WFA rules run independent of Studio scripts. You can use scripts and WFA rules together to customize the handling of digital contactsClosed The person interacting with an agent, IVR, or bot in your contact center..

Prior to the Summer 2023 release, digital contacts were primarily routed using Digital Experience (DX) routing queues. The system still uses routing queues to route outbound interactions. You can continue to access and manage existing routing queues for inbound messaging, but all new routing configuration should be done through digital skills and scripts. NiCE CXone syncs these routing queues with the ACD skills list. Digital skills also sync with the routing queues list, so that your lists of routing queues and skills are consistent in both places.

Inbound Digital Interactions

Inbound digitalClosed Any channel, contact, or skill associated with Digital Experience (DX). routing relies on ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and Studio scripts. When a point of contact receives an inbound message, the assigned Studio script launches immediately to route the contact appropriately.

Digital ACD skills and interactions support the following routing options:

  • Routing Attributes: Routing attributes are a bullseye routing method. They let you create and manage custom traits to narrow the pool of potential agents within ACD skills.
  • Digital Priority: Priority allows you to influence the order in which interactions are routed to agents. You can set different rules for priority for each ACD skill.
  • Target Agent: This option lets you route interactions to a specific agent. For example, if you have agents who are experts in a particular field or have highly specialized knowledge, you can route interactions directly to them.

To use these options, your NiCE CXone account representative must enable integrated matching for you. These options also require custom Studio scripting.

Outbound Digital Interactions

Outbound digital interactions are not routed by Studio scripts and digital skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Instead, outbound digital routing relies on routing queuesClosed Determine which agents to route digital cases to, using criteria such as the agent having expertise in that type of case.. You cannot create new routing queues, but you can modify existing ones.

Agents must have digital ACD skills to receive replies. You can use workflow automation (WFA) rules to assign a digital skill to interactions. Configure your routing queues with filters to set up the conditions for the skill you want the outbound message to use. Then, create one or more WFA rules that assign the appropriate digital skill to messages based on the conditions set up in your routing queues. This ensures that when the contact replies, the system routes the message to an agent.

There is an option in ACD to create outbound digital skills, but they only work with Personal Connection (PC) campaigns on supported digital channel. The system cannot uses this type of skill to route interactions to agents.

Key Differences in Digital Routing

Additionally, digital scripts have an alternate routing method. This legacy method uses Digital Experience (DX)routing queuesClosed Determine which agents to route digital cases to, using criteria such as the agent having expertise in that type of case. instead of scripts and digital ACDskillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

How Digital Routing Works

  1. A message enters NiCE CXone via a supported digital channel.
  2. System scripts identify which point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (POC) an interaction is using. The system assigns the POC's assigned default skill to the interaction and routes it using the POC's assigned default script. The skill and custom script are assigned when a POC is created in NiCE CXone.

  3. A custom script controls the flow of a contact through the NiCE CXone platform. The script starts with the default skill assigned from the POC. It can include IVRClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or ASRClosed Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. menus or other mechanisms to determine a more specific skill to use for each contact. Custom scripts can integrate with a variety of third-party applications such as CRMsClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories., databases, virtual agentsClosed A software application that handles customer interactions in place of a live human agent., or other services.

High-Level Set Up for Digital Routing

  1. Create inbound digital skills,.

  2. Create digital scripts.

  3. Create digital channels on the Points of Contact Digital page. The steps to create a digital channel vary depending on the media type or social messaging platform.

  4. Assign a default script and skill to points of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address..

  5. Configure additional settings for unique channel features.