Plans and permissions:
- Connect NICE CXone: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
Use the NICE CXone integration to bring your CXone contacts and agent states into Assembled, so you can report, forecast, and build schedules on your CXone volume and track adherence in real time. In Assembled, the integration is listed as NiCE inContact. You connect it with a CXone access key.
To connect it, go to Configure > Third-party integrations, select Available, and find NiCE inContact.
How the NICE CXone integration works
| Data | What syncs | How often |
|---|---|---|
| Contacts | Contacts from every media type: voice, email, chat, SMS, and social | Every 5 minutes |
| Agent states | Each team member’s current CXone state, such as Available, Unavailable, Logged Out, Inbound Contact, Outbound Contact, Break, or Meeting | About every 30 seconds |
| People and teams | Details for each person and team | Every 24 hours |
CXone media types map to Assembled channels like this:
| CXone media type | Assembled channel |
|---|---|
| Phone Call, Voice Mail, Call | Phone |
| Email, FAX | |
| Chat | Chat |
| SMS, Work Item | SMS |
| Social, Digital | Social |
Connect NICE CXone
Before you start, create an access key in NICE CXone for the user Assembled will connect as, and copy the access key ID and secret. For details, see the NICE CXone authentication documentation.
- Go to Configure > Third-party integrations and select Available.
- On the NiCE inContact card, select Configure integration.
- Enter the Access key ID and Access key secret.
- In Area, choose the CXone cluster your account is hosted on: North America (na1), Europe (eu1), Australia (au1), Canada (ca1), Japan (jp1), or United Kingdom (uk1).
- If your cluster isn’t listed, choose Other and enter it in Cluster identifier, using lowercase letters and numbers only, such as
na2. - Optional: In Sync data from, choose the date to load history from. If you leave it blank, Assembled loads about the last 2 years.
- Select Connect with NiCE inContact.
If you see Invalid credentials for NiCE inContact., check the access key ID, secret, and area. If you see Could not reach NiCE inContact to verify credentials. Please try again., wait a moment and try again.
To disconnect, open the Edit integration menu on the card and select Disable integration. All CXone syncs stop.
Check that data is coming in
When it’s connected, the NiCE inContact card moves to In use, with a Connected tag, when it was authorized, its backfill status, and a sync line for agent states and for contacts. The backfill status shows Backfill in progress while Assembled loads your history, then Backfilled until and how far back it reached. To review how CXone contacts are routed, select Manage queues, mappings, and exclusions.
History
How long history takes to load depends on how many records you have in CXone. It usually finishes in 1 to 3 days. To check progress, go to Report > Support volume, choose a channel and the case volume metric, and set the dates as far back as you like.
Agent states
CXone agent states appear in Configure > Agent states, where you map how each one counts in Assembled. See Agent state mappings.
If your team members are already in Assembled, after about 24 hours you can see who’s in adherence on Monitor > Real-time agent analysis. See Real-time agent analysis.
Common issues
If a sync line on the NiCE inContact card turns red, hover over it to see the error.
- A sync line turns red after the access key was deleted or its user lost access: Create a new access key, then disconnect the integration and connect it again.
- A sync line shows any other error: Chat with our team and include the error text.