NiCE CXone ACD

The NiCE CXone 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 ACD and creating your preferred NiCE CXone routing experience, see NiCE CXone Routing.

To integrate NiCE CXone ACD:

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

  2. Route to the ACD application. Refer to ACD documentation.

  3. Remove the ACD Routing link from NiCE CXone ACD.

  4. Add the following information to 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 ACD Events in Environments with the NiCE NiCE CXone ACD section in the Map ACD Events to Activities page.