Set Up Omnichannel Session Handling

If you have not already done so, contact your NICE CXone account representative to determine if you are a candidate for OSH and to enable it for you. It is enabled for all teams and agents unless your account representative also enables the OSH granular settings. Those allow you to specify which teams and even which individual agents handle multiple interactions concurrently. All agents, whether configured for OSH or single channel handling, will be able to elevate contacts to a different channel.

Complete each of these tasks in the order given.

Enable OSH for Your Business Unit

  1. Contact your account manager to go through the approval process.

    Failure to go through the approval process prior to activating OSH in your business unit will result in your system not functioning correctly.

  2. If you have any Personal Connection skills that use priority blending, remove priority blending from those skills.
  3. Click the app selector and select ACD.

  4. Go to ACD ConfigurationBusiness Units.

  5. Click the business unit you want to modify.
  6. Click Edit.
  7. In the Outbound Strategy section, clear the Enable Priority-based Blending of Outbound Skills with Inbound Queues checkbox if it's selected.
  8. In the Contact Handling section, select the Omnichannel option.
  9. Read the verification pop-up and click Yes.
  10. Click Done at the top of the page.

Configure OSH for Teams

Once you enable OSH for your business unit, you can customize the experience for each team.

  1. Click the app selector and select Admin.

  2. Click Teams.

  3. Click the team you want to set up with OSH to open it.
  4. Click the Contact Settings tab.
  5. If you have granular options enabled, set the Delivery Mode in Team Defaults to Omnichannel or Single Contact.

  6. If you use Salesforce External Routing to route chats and cases to your agents, set the default number of Chats and Emails to Off. Otherwise, move to the next step.

  7. If your agents are using MAX or Agent for Salesforce with CXone routing, set the default number of concurrent interactions for Chats and Emails. Set the default number of concurrent interactions for SMS (only supported in Agent for Salesforce Lightning) and Work Items you want agents on the team to handle at a maximum.

  8. Set the Total Contact Count to the maximum number of interactions of any type you want agents on the team to handle concurrently.

  9. Toggle on the Request Contact and Auto-focus options to change the experience agents have in the agent application as needed.

  10. If you want any agents on the team to have different settings, you can modify them by selecting Custom instead of Default for that agent and then entering a new value for the setting. Settings at the agent level override settings at the team level. Alternatively, you can configure those settings in the user profile.
  11. Click Done.

Configure OSH for Users

You can override the settings you configured for a team for a specific user. If you have granular settings enabled, you can specify that a user on an omnichannel team uses single channel handling, and vice versa.

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Users.

  3. Click the user profile of the agent you want to set up with OSH to open it.
  4. Click the Contact Settings tab.
  5. Click Edit.
  6. To customize the agent's individual settings, clear the Team Default checkbox.
  7. If you have granular settings enabled, set the Delivery Mode of the agent to Omnichannel or Single Contact.

  8. If the agent uses Agent for Oracle Service Cloud or Salesforce routed chats and cases:

    • Set the default number of Chats and Emails to Off.
    • Set the default maximum number of Work Items you want the agent to handle.
    • Set the Total Contact Count to the maximum number of contacts you want the agent to handle concurrently.
    • If you want to, toggle on the Request Contact and Auto-focus options.
  9. If the agent uses MAX or Agent for Salesforce:

    • Set the default maximum number of Chats, Emails, SMS (only available in Agent for Salesforce, and Work Items you want the agent to handle.
    • Set the Total Contact Count to the maximum number of contacts you want the agent to handle concurrently.
    • If you want to, toggle on the Request Contact and Auto-focus options.
  10. Click Done.