How to Automate NICE CXone

NiCE CXone routes each contact and scores it afterwards

Before the phones open, CXone's Workforce Management has forecast the day and built the schedule, and by the next morning Quality Management's Auto Score can have evaluated every interaction. NiCE, as the company now writes its name, sells CXone as its enterprise customer experience AI platform. The older inContact name survives in niceincontact.com, which forwards to nice.com.

Omnichannel routing and the IVR decide which agent gets each call, chat or email, and agents work from one agent workspace with Copilot for Agents offering real-time guidance and summaries. Workforce Management forecasts, schedules, tracks adherence and reforecasts through the day, and agents can pick up shifts through self-scheduling and shift bidding. CXone also records the interactions and runs Interaction Analytics on them, and in Quality Management agents see their own scorecards.

The first hour of a supervisor's shift goes on assembling yesterday

Before the phones open, a supervisor pulls yesterday's service level, abandon rate and handle time by queue and pastes them into the message the operations director reads. Team leads each want their own agents' quality scores and handling numbers on Monday, in their own format. The WFM analyst compares tonight's forecast with tomorrow's schedule and writes an overtime request when the two do not meet. Once a month an analyst retypes the same queue and quality figures into each program's slides for the business review.

A new hire arrives in CXone from the identity provider with the default role, and a missing skill or team shows up on that agent's first shift. Yesterday's abandoned callers sit in a report, while the account notes that would make a callback useful sit in the CRM.

CXone emails scheduled reports and can auto-score every call

A custom report in CXone can run once or on a recurring schedule and go by email to CXone users or to outside addresses. Employee templates fill in a new profile's team, primary and secondary roles, WEM skills and active ACD skills, and SCIM creates, updates and deactivates users from an identity provider such as Okta.

Workforce Management reforecasts through the day, and Copilot for Workforce Managers takes on shift change approvals and intraday adjustments. Auto Score can evaluate every interaction. For anything custom, NiCE's developer portal lists hundreds of APIs and SDKs.

A scheduled report lands in each inbox whole, and helps only the leads who open it before stand-up. A user provisioned from the identity provider gets the Agent role unless an admin has set another default, so each new hire's skills and team need checking. An abandoned caller's account history sits in the CRM, and a supervisor looks it up before calling back. The APIs close those gaps only for a contact center with developers free to build against them.

Team leads get their own agents' CXone numbers without running a report

Yesterday's results for every queue are in the operations channel in Microsoft Teams before the operations director sits down, and the shift lead gets a direct message when abandon ran over the threshold. On Monday, each team lead opens a Google Drive folder holding last week's quality scores and handling numbers for their own agents, with the names worth a coaching session at the top.

The CXone admin sees each employee added the day before with any missing skill, team or role called out, ahead of that agent's first shift. Each night the WFM analyst has tomorrow's short half-hours measured against the forecast and an overtime offer written, ready to send. Before the monthly business review, each program's service level and quality scores are already in the operations director's slide template. Every abandoned caller from yesterday has a callback card in Trello with the CRM account notes on it, so the person who calls back knows the account.

Supervisors make the callbacks and the WFM analyst sends the overtime offers

By half past six, yesterday's numbers are sitting in CXone's reporting screens and the new hires are in the employee list. WebRun is an AI agent that works a real Chrome browser, signed in as you. WebRun then opens those screens and the WFM schedule under a CXone login, and carries the results to Microsoft Teams, Google Drive, the slide template or the CRM.

The WFM analyst decides which overtime offers go out, and a supervisor makes each callback with the account notes in front of them. CXone admins and analysts keep sole charge of routing, skills, schedules and QA scores. Each job opens on a CXone report or the WFM schedule before it touches Teams, Drive or the CRM.