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NICE CXone

Auvious in CXone Agent uses the DFO channel to start a conversation, get in queue and exchange messages with an agent. To ensure the end-to-end process is complete, the following minimum number of tasks must be performed.

Create a Studio Script​

A studio script is required to integrate auvious in the agent dashboard through a custom view. It should include at least the Begin, ReqAgent, OnAssignment, and PopURL components.

Steps

  1. Navigate to Studio
  2. Click on New script and select Digital
  3. In the new page that opens, search for the action OnAssignment and drop it in
  4. Search for PopURL and drop it in (documented here)
  5. Connect OnAssignment-->PopURL
  6. Click on PopURL and on URL type https://auvious.video/welcome?aid=<your-application-id>&cid={masterId}&cdestination=interaction-widget
  7. Set Pop Destination to Contact panel
  8. Do any other changes to the flow such as route to a skill etc.
  9. Click Save

Create a Digital Skill​

With a custom skill, you can control which agents can have Auvious interactions assigned, although this is optional.

Steps

  1. Navigate to Applications / ACD / ACD Skills
  2. Click on Create New / Single Skill
  3. Set Media Type to Digital
  4. Assign a name
  5. Click Create
  6. Assign this newly created skill to users

You can find a more details guide here.

Create a Point of Contact​

A Point of contact is the channel that auvious will use to communicate with NICE. Currently we support DFO Chat.

Steps

  1. Navigate to Applications / ACD / DFO, Points of Contact Digital
  2. Click on Add channel, Chat / Create Messaging channel
  3. Type a name and save
  4. Go back to the screen with 'Add channel', locale the newly created channel and click 'Edit'
  5. Select the studio script we created
  6. Select the above digital skill, if one was created
  7. Click Save

Check your role permissions​

Once you have created a channel you need to give permissions to your agent role for that channel.

Steps

  1. Navigate to Applications / ACD / Digital, Roles
  2. Find the role you would like to grant access and click the edit (pencil) button
  3. Scroll to the section 'Channels' and find the newly created channel and click 'Edit permissions'
  4. Select 'Reply' and any other permission you would like. We need the 'Reply' permission to send the room link.
  5. Click Save

Create a Custom Field for Cases​

Custom fields are crucial for auvious to exchange information between the widget and NICE. Without setting up a Custom Field, the widget will not communicate correctly with the agent, and you will be unable to pass customer metadata from the widget to auvious.

Steps

  1. Navigate to Applications / ACD / DFO, Custom Fields
  2. Click on 'Create a new custom field for Case'
  3. set Ident to auvious (all small letters), set Type to Text and enable Is editable and Is visible in post detail
  4. Click Save

More information here.