Business Unit Details Tab

Required security profile permissions: External Business Unit View

Business Unit Information

Unit Number
Not editable. The unique numeric ID associated with the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx.
Name
Only editable by your account manager. The unique name of the business unit.
Type
Only editable by your account manager. The type of business unit.
Billing Cycle
Only editable by your account manager. The day of the month when the billing cycle begins for the business unit.
View Agent Billing Concurrency
Only editable by your account manager.
Global Caller ID
The default caller ID a contact sees when an agent in the business unit calls.
Phone # Timeout
The default number of seconds the ACD stays connected with an agent who is not on an active phone contact. The default setting is 30 seconds. Longer timeouts can affect long distance charges on your account.
User Session Timeout
The idle timeout period for the NICE inContactplatform. The default is 15 minutes. A session timeout warning appears two minutes before log out. If an automatic logout occurs after inactivity, the user returns to their last location after logging back in; however, any data entered in an open form is lost.
Start Day of Week
The day of the week when the week begins for your organization.
User Interface Theme
The skin applied to the product interface. V1 Classic (orange) applies the default orange and gray skin and classic navigation structure. Modern (blue) applies the new blue and white skin and new navigation structure.

International Formats

Time Zone
The default time zone under which the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx operates.
Phone Number

Not editable. The phone number format the business unit supports. It is one of the following:

Scripts

Max Script History
The total number of previous versions of each script to save for the RevertBack function in Studio.
Allow Script Locking
Enables users to lock scripts in Studio. This prevents other users from making changes to a script until the user who locked the script unlocks it.
Default Behavior
Enabled only when you select Allow Script Locking. Specifies either: 
  • Lock on Open — When a user opens a script in Studio, other users cannot open the script until the user is finished with it.
  • Read Only on Open — When a user opens a script in Studio, other users can view the script but not modify it.

Web Authentication

Auth GUID
Not editable. The web authentication token for the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx that enables you to interact with the platform from an external application or website.

CoBrand

Profile Name
Specifies the name of the branding profile applied to your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx, which controls the logo displayed in your administrative interface, MAX, Agent for Salesforce, Supervisor, Customer Chat Interface, or any combination of these. This value is configured by your NICE inContact team and should not be changed.

Telecom Connectivity

Connectivity Type
The type of telecom connection configured for the business unit.

Client Connector Connectivity

Client Connector Port
The configured port required for Client Connector communication with Agent. It is in the range of 1,024–9,999.

Outbound Strategy

Call Suppression/Suspend All Call Suppression
If selected, overrides all configured call suppressionTemporarily skips a contact when using the outbound dialer. rules on skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge and enables Personal Connection (PC) to make calls to any contact presented for calling without running the defined call suppression script.
Default Do Not Call Group
Specifies the default do not call (DNC) group applied to all skills at creation. You can also define another DNC group for the skill.
Priority-based Blending/Enable Priority-Based Blending of Outbound Skills with Inbound Queue
Enables priority-based blendingAllows you to combine outbound calls with your inbound queue, based on call priority. of outbound skills based on their relative prioritySkill-based designation of the importance of contacts that determines delivery order. with other defined skills in the system. You must enable this feature to configure skills to use priority-based blending. Priority-based blending causes the system to consider agents for inbound and outbound skills at the same time. PC delivers calls to agents based on the configured priority of the skill. For more information, see Configure Priority-based Blending.
Enable Filtering
When enabled, this feature allows you to configure custom filter criteria that restrict records available for calling on a skill. You must enable this feature to configure filtering in skills. See Filter a Calling List for more information.
Configurable Callback Cancellation on Re-upload
Cancels scheduled callbacksHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. when you upload a contact list that includes a contact with a scheduled callback.
Abandon Rate Calculation Scope

The starting time PC uses to calculate the abandon rate. Choose one of the following:

  • Since Midnight — The abandon rate displayed by PC covers a time span from midnight this morning until now.
  • Last 30 Days — The abandon rate displayed by PC covers a time span from 30 days ago to now.
Enable Skill Abandon Rate
Allows you to set an abandon rate for skills individually rather than having all skills adopt the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx default.
Enable Dialing by Proficiency
Enables skill proficiency as a consideration in the delivery of calls. Agents with higher proficiency receive higher priority as the dialer delivers calls.
Default Confirmation Required Delivery Mode

Specifies the default method the dialer uses to handle preview dialing. Choose one of the following:

  • 1 - Click-to-Call — The agent receives a pop-up before PC places the call, and the agent must accept or reject the call.
  • 2 - Manual Dial with Keypad — The agent must dial the call manually using the keypad.
  • 3 - Manual Dial with Keypad Auto Correct — The agent must dial the call manually using the keypad, but PC fixes the number before dialing if the agent inputs it incorrectly.
  • 4 - Dial Outside NICE inContact Network — The agent must dial the call manually using a hard phone outside of the NICE inContact network.
Default Compliance Required Delivery Mode

Specifies the default method the dialer uses to handle calls where compliance is required. You must choose one of the following:

  • 1 - Click-to-Call — The agent receives a pop-up before PC places the call, and the agent must accept or reject the call.
  • 2 - Manual Dial with Keypad — The agent must dial the call manually using the keypad.
  • 3 - Manual Dial with Keypad Auto Correct — The agent must dial the call manually using the keypad, but the dialer fixes the number before dialing if the agent inputs it incorrectly.
  • 4 - Dial Outside NICE inContact Network — The agent must dial the call manually using a hard phone outside of the NICE inContact network.
Default Contact Expiration
The default amount of time after being imported that the contact expires, meaning that PC can no longer call this contact. This is the default value for new skills, but you can change the value on the skill.
Days until List Source Is Flagged for Deletion
The number of days after you create a calling list source that PC flags the source for deletion. This value should be greater than the Default Contact Expiration value. You can leave this value blank if you don't want to automatically delete calling list records. This can be useful if you are creating new sources with each file you import.
Force Stop Skills Notify Email
Specifies the email address to receive a notification when stuck skills are stopped during the nightly maintenance period. You can leave this field blank if you don't want to receive an email containing a list of the skills and agents that required intervention.

Contact Handling

Contact Handling Method
Specifies whether your environment supports Single Channel handling (agents handle interactions from a single channel at any one time) or Omnichannel handling (agents handle multiple interactions from multiple channels at the same time). Omnichannel is currently only supported in MAX.

API Daily Limit of Method Calls

Published Limit
Not editable. The maximum number of API (application programming interface)Application Programming Interfaces; APIs allow you to automate certain functionality by connecting your NICE inContact system with other software your organization uses. calls that can be made in a single day.

Script Publishing

Default Namespace
Not editable. The default name space you can use to publish scripts for use in API calls. It is the number associated with your business unit.
Custom Namespace
Only editable by your account manager. It specifies a custom name space you can use to publish scripts for use in API calls.

MAX Settings

Maximum Number of Conference Parties (including Agent)
The maximum number of people, including the agent, that a conference call in Agent can support. You can select a number between 3 and 8.
Delete Commitments

Select from the drop-down menu:

  • Can't Remove — Agents cannot cancel or remove commitments in MAX.
  • Can Remove - With Notes — Agents can cancel or remove commitments but are required to include notes with cancellation.
  • Can Remove - Without Notes — Agents can cancel or remove commitments and have the option to include notes with cancellation.
Custom Workspaces
Allows you to specify up to 3 custom workspaces (websites) for agents to quickly access from MAX. You can include a custom label for each URL, and preview your configuration before saving.
MAX Release Preview for All Agents
Enables the preview version of MAX for all agents in the business unit for the 28-day trial period prior to the official release of the new version. This feature is only available when enabled by your account manager.
For more information, see Enable the Preview Version of MAX.

Unified Communications Settings

Presence Master
When you have Skype for Business Connector enabled, specifies which status overrides the other: the CXone agent state or the Skype for Business status.

inContact WFO

This section displays the connection configuration between the NICE inContact platform and the Uptivity WFO products or WFMv2.

API Server
Not editable. The name of the WEB server; for example, eng-diweb04.
Recording Server
Not editable. The name of the COR server.
WFO Server Name
Not editable. The fully qualified domain name of the WEB server.
WFM Server Name
Not editable. The fully qualified domain name of the WEB server.