Routing Center

The Routing Center allows you to manage interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. routing in NiCE CXone. It's a straightforward way to manage how the system matches contacts The person interacting with an agent, IVR, or bot in your contact center. with agents. Using Routing Center tools, you can make meaningful changes in real time without needing to update Studio scripts.

With the Routing Center, you can use: 

• Real-time routing rules: Create and manage contact criteria in near-real time based on specific conditions to ensure the right interactions are prioritized.
• Agent capacity profiles:  Control how many interactions agents can handle at once on each channel.