Assembled's integration with NICE CXone enables your support organization to effectively report, forecast, and build schedules on your NICE CXone support volume in Assembled.
This article will walk through how to set up the integration and everything you'll need to know about the integration once it's up and running.
Connecting NICE CXone to Assembled
Step 1: Head to your NICE CXone Developer Portal and register your application to obtain OAuth credentials:
- Client ID
- Client Secret
- Access Key ID
- Secret Key
For detailed instructions, visit the NICE CXone API Authentication documentation.
Step 2: Email support@assembled.com to enable the integration. Provide your client ID, client Secret, access key ID, secret key, and data center region. Do not share these details directly over email - please use a secure link service to ensure security!
Verifying the connection
Once you've connected NICE CXone to Assembled, the NICE CXone integration should appear under your integrations along with the status of the integration.
Historic backfill
Once the API connection between NICE CXone and Assembled is established, the duration of the historical data backfill will vary based on the number of records in your NICE CXone environment. In most cases, this process is completed within 1–3 days.
To confirm your data is backfilling, you can navigate to the Support volume report, select a channel, the case volume metric, and set the date picker as far back as you'd like.
Agent states
Next, head to the Agent States page.
As part of the NICE CXone<>Assembled integration, Assembled will be receiving any and all agent states as they occur in your NICE CXone instance.
NICE CXone agent states are synced every 15 seconds and include states such as:
- Available
- Unavailable
- Logged Out
- Inbound Contact
- Outbound Contact
- Break
- Meeting
If your agents have already been added to Assembled, after at least 24 hours post integration setup, you should see which agents are in adherence in NICE CXone, on the Real-time agent analysis page (Monitor > Real-time agent analysis).
Frequently asked questions
How often is NICE CXone data synced to Assembled?
- Contacts (conversations) are synced every 5 minutes
- Agent states are synced every 15 seconds
- Agent and team data is synced every 24 hours
What NICE CXone objects does Assembled sync?
Assembled syncs:
- Contacts from all media types (voice, email, chat, SMS, social)
- Agent states in near real-time
Need help, or have questions? Drop us a line at support@assembled.com