HELP CENTER

HELP CENTER

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IMPORTANT The NiCE CXone Central online help site is no longer being updated. Refer to the NiCE CXone User Hub online help Icon of a square with an arrow point from the center through the top right corner. for the latest NiCE CXone information.

Contact Center Tools

Complementary CXone applications

Agents

Contact-handling applications

Reporting

Reference and how-to content for performance reporting

Advanced Tools

For workflow designers, developers, and partners

System Management

Build and maintain your contact center

Supervisor Monitor and interact with agents and view their performance in real time	Performance Management (Integrated) (Standalone) Performance management tool that integrates with NiCE CXone	Integrated Solutions Use these applications to extend your NiCE CXone solution
Interaction Analytics (CXone) Explore trends identified in your agents’ interactions	Performance Analytics for Salesforce Einstein (PASE) Configure contact center analytics for NiCE CXone using Salesforce Einstein	Attendant Corporate directory, voicemail, and call forwarding

MAX Handle contacts with the native NiCE CXone agent app	Salesforce Agent Applications Use agent apps inside Salesforce

Data Dictionary Find details about every data attribute and metric available in ACD reporting	Prebuilt Reports Explore ready-made reports that pull metrics relating to your contact center	Custom Reporting Create individualized reports using a large list of attributes and metrics
Data Download Reports Generate prebuilt reports into comma-delimited or XML format using your raw data	Direct Data Access Download raw data directly into Microsoft Excel and create customized reports for your contact center	Dashboards View both real-time and historical information in a single graphical interface

Developer Portal Learn how to integrate with NiCE CXone using RESTful APIs and SDKs	Partner Applications Resources for NiCE CXone partners	Automation and AI AI-empowered applications for automation, data analysis, agent assistance, and bots
Start Using Studio Studio Quick Guide for first-time users	Studio Technical Guide Technical reference guide for scripting	Studio Actions Details for each of the Studio routing actions
	Integrations Integrate NiCE CXone with other tools or your own database to enhance your customers' experience

ACD Orchestrate contact center routing, including voice, dialer, and digital interactions	Admin Manage employees and permissions	Administer Agent Applications Customize and manage the agent experience
Global Features Configure authentication and other settings that affect all NiCE CXone applications	Cloud Storage Services Manage the life cycle rules for your stored files	Personal Connection Manage your proactive dialer skills