Setting up an email channel for your organization entails several required steps and smaller customization options. This page describes the larger steps as part of the ACD setup and provides links to the user/team customization options. The following workflow diagram shows the overall process and includes links for the explanation of each task.
Required security profile permissions: Campaigns Create
If you've already created a campaignA grouping of skills used to run reports. that you plan to use for email, you can skip this step. For example, you may have a campaign that you intend to use across several channels.
In the ACD application, click Contact Settings → Campaigns.
- Click Create New to display the new campaign wizard.
- Enter a Campaign Name.
- Click Create Campaign.
- Click the Skills tab.
- In the Add Skills section, select the checkboxes next to the skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to assign to the campaign. If you haven't created an email skill yet, complete that task and then assign it to the campaign.
- Click Add Skills. The skills you selected move to the Assigned Skills section.
Required security profile permissions: Skills Create
In the ACD application, click Contact Settings → ACD Skills.
Click Create New and select Single Skill.
- Select Email as your Media Type.
Learn more about fields in this and the next several steps
Media Type Specifies the medium, or channel, by which agents with this skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge interact with contacts. The options are Chat, Email, Phone Call, Voice Mail, and Work Item. If you are creating a skill for Personal Connection proactive agentless SMS (short message service, otherwise known as text messaging), use the Phone Call value.
Specifies whether the skill enables the agent to accept inbound or initiate outbound interactions with contacts.
Outbound Strategy (Outbound Email)
Specifies how an outbound interaction is initiated. You must choose one of the following:
- Manual — Enables agents to manually dial numbers of customers or use the address book to contact other agents or skills.
- Personal Connection — Specifies that outbound interactions will use Personal Connection (see Dialer (Personal Connection) Overview). When you select Personal Connection with a Media Type of Email, the Agentless field is automatically selected and you cannot modify it. Personal Connection email is always agentless.
Specifies the campaignA grouping of skills used to run reports. to which you want to assign the skill.
Specifies the email address the contact sees as the sent-from address, or the email address of the agent. You must verify the email domain of the email address specified in this field.
Is Address Editable (Outbound Email)
When selected, gives agents the ability to change the Email From-Address as they write emails to contacts.
Allows you to enter an email address to which you want a blind carbon copy of the email sent, or a copy of the email to a second address that the contact does not know about.
Re-Skill Hours of Operation Profile
Allows you to select an hours of operation profile that controls when agents can transfer a contact to the skill. For example, if your accounting department closes at 4:00 PM, you could set this value for the Accounting skill to an hours of operation profile with closed times of 4:00 PM. Agents would receive a warning message when attempting to transfer a contact to Accounting after 4:00 PM, informing them that this skill is not open. If the agent selects Proceed, the contact stays in queue until an agent with that skill becomes available, or you could add a branch to the script to facilitate after-hours scenarios (such as playing an after-hours message).
Custom Script (Outbound Email)
Specifies a custom Studio script that runs when communication occurs via this skill. Your Studio script controls things like answering machine laydown, agent script sessions, custom abandon messages, and custom screen pops.
Count Re-Skills for Forecasting (Inbound Email)
Only available for Workforce Management.
Counts re-skilled contacts as entirely new contacts in forecast data. If this setting is not checked, the contact will only count once for the originating skill.
When selected, an inbound phone call to a skill with a higher prioritySkill-based designation of the importance of contacts that determines delivery order. than this email skill can interrupt an email. Email is the only interruptible media type.
Minimum Working Time
Specifies the minimum number of seconds an agent must be able to attend to an email before a phone call can interrupt it. For example, if this value is set to 30, a higher priority call received at 20 seconds would not interrupt the email, but a call at 35 seconds would. This field is disabled if the Interruptible checkbox is not selected.
When selected, allows agents to park an email to handle another contact, to consult with an expert, or wait for information from another source.
Workforce Intelligence Minimum Agents
Specifies the minimum number of agents that must belong to this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.
Workforce Intelligence Minimum Available Agents
Specifies the minimum number of available agents that must be maintained for this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of available agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.
- Enter a skill name.
- Determine if the skill handles inbound or outbound emails in the Inbound/Outbound field.
- Select a campaignA grouping of skills used to run reports. from the Campaign drop-down.
- Enter Email From-Address.
- If you want to, select the Email Parking checkbox.
If you want to, select the Interruptible checkbox.
- If you want to, configure screen pops.
Learn more about screen pops fields
Use Screen Pops When selected, causes the system to launch screen pops with record information when an agent connects to a contact.
- Specifies the time at which the screen pop appears. You can choose from three options:
- Linked — Opens the screen pop when the dialer links the call to an agent, before the contact answers
- Connect — Opens the screen pop when the contact answers the call, before call progress analysis (CPA) begins
- Active — Opens the screen pop after CPA determines the call is live
Use Custom Screen Pops
When selected, enables you to configure custom contact center data to appear in the screen pops for this skill.
When you select Use Custom Screen Pops, you must select whether the custom data you want to provide is available via an application or a webpage.
If you select Use Custom Screen Pops and Application, you must enter the path of the .exe application that you want to use for your custom screen pops.
If you select Use Custom Screen Pops and Webpage, you must enter the URL of the webpage you want to use for your custom screen pops.
- If you want to, configure a custom priority while in queue.Learn more about priority management while in queue fields
Priority Management While in Queue
Initial Priority Specifies the base level prioritySkill-based designation of the importance of contacts that determines delivery order. for all fresh records and retries, but not callbacksHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue., for the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. The default value is 0.
Defines how quickly the priority of the skill increases. For Personal Connection, the best practice is to set this value to 0 because there is no queue for people waiting to be answered.
Specifies the maximum priority that a contact using this skill can have. If you choose not to use Acceleration, this value should match the Initial Priority.
- If you want to, configure a custom service level threshold and goal.Learn more about service level fields
Service Level Threshold Specifies the number of seconds in which agents must respond to meet either a service level agreement (SLAService Level Agreement; commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities.) or your own required service level. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 20.
Service Level Goal
Specifies the number, expressed as a percentage, of contacts which must be responded to by the Service Level Threshold. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 80.
- If you want to, compare this skill with other skills.Learn more about priority comparison fields
Skills to Compare
Skills Specifies the skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to compare with the one you are creating or modifying.
Elapsed Time (sec) Specifies the time span in seconds over which you want to view the changing priorities of the skills. The prioritySkill-based designation of the importance of contacts that determines delivery order. comparison graph displays the priority changes of all the selected skills, from the time a contact enters the queue via the skill, over this span of time.
Time Interval (sec)
Specifies the time intervalA period between points, limits, or events, such as dates or times. in seconds for which you want to view exact priority values in the graph. For example, if you enter 30, the graph creates a dot for each skill at every 30-second interval to indicate the priority of the skill after 30 seconds in queue, 60 seconds in queue, and so forth.
You have 2 methods of associating a user with a skill. You can add users to a skill in the Users tab of the skill or in the Skills tab of a user's account.
Email Skill Users Tab
In the ACD application, click Contact Settings → ACD Skillsand select the skill for which you want to add users.
Click the Users tab.
If you want all users in your environment to have the skill, click Add All and skip the next step.
To add individual users to the skill, use the search feature or navigation arrows at the top of the table to locate the applicable users. Click the checkbox to the left of each user you want to have the skill, then click Add Users.
Select a proficiency level for each agent, relative to other agents, in the Proficiency drop-down. The field accepts values from 1 (highest or most proficient) to 20 (lowest or least proficient). The default value is 3.
- Click Save Proficiencies.
User Account Skills Tab
In the Admin application, click Usersthen select the user that you want to add to a skill.
Click the Skills tab.
If you want to add all skills to the user, click Add All and skip the next step.
To add individual skills to the user, use the search feature or navigation arrows at the top of the Add Skills table to locate the applicable skill. Click the checkbox to the left of each skill you want to add, then click Add Skills. The selected skills will move up to the Assigned Skills table.
Select a proficiency level for each skill, relative to other agents, in the Proficiency drop-down. The field accepts values from 1 (highest or most proficient) to 20 (lowest or least proficient). The default value is 3.
- Click Save Proficiencies.
Required security profile permissions: Scripts Create
- In Studio, click File → New.
- In the Create New Script window, select the Email icon. Verify that the correct Business Unit is selected and click OK.
Add BEGIN and REQAGENT actions to the canvas and connect them. Emails automatically route to the email skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge specified in the point of contact associated with this script. If you want to route the email to a different email skill, change the value in the Skill property of the REQAGENT action.
If you want to, you can customize the script with additional actions you want to occur during chat events, such as when the chat begins, is transferred, or ends.
- If you configured screen popsA configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. in the skill, configure the screen pop content.
- Click File → Save.
- In the Save Script As... window, enter a name for the script, and click Save.
Point of Contact
Allows you to specify the email address for this point of contact. The field system appends @incontactemail.com to the value you enter.
Lets you associate a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge with this point of contact by choosing from a drop-down of the email skills in your system.
Allows you to specify the Studio script for this point of contact to use. The field presents a drop-down list of the email scripts in your system.
IVR Reporting Enabled
When you select this checkbox, interactions that come through this point of contact are included in IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. reporting.
In the ACD application, click Contact Settings → Points of Contact.
- Click Create New and select Single Point of Contact.
- Select Email as the Media Type.
- Name the point of contact (POC).
- Enter a value in the Point of Contact field.
- Select a Skill .
- Select a Script .
- If you want to, select the IVR Reporting Enabled check box.
- Click Create Point of Contact.
Required security profile permissions: Skills Edit
To use your organization’s email domain with CXone hosted email, you must verify it by adding a TXT record to your Domain Name Server (DNS) settings. If you have multiple email domains, you must create a TXT record for all domains that you use with CXone. You may need to work with your IT administrator to complete this task. Emails from non-verified domains will continue to be sent with the legacy infrastructure, however, to avoid possible future disruptions with your email delivery, promptly review your email domains and begin the verification process. NICE inContact will provide future notification of the official migration to the new Amazon SES infrastructure to ensure any disruption.
- Open a word processing program that can create a TXT file, such as Notepad.
In CXone, click Contact Settings → Email Domains in the ACD application.
- Locate the email domain that you want to verify and copy/paste the verification key into the word processing file (you may need to select the Initiate button to populate the verification key).
- Save the file as a TXT format with the following naming convention: _amazonses.<email domain>. An example of a TXT name would be _amazonses.ragnarok.com. Because some DNS providers automatically append the domain name to the end of DNS records, add a "." to the end of the domain name to indicate that it is fully qualified. Additionally, if your DNS provider prohibits underscores in TXT records, remove the _amazonses. from the domain name. You can also add amazonses: before the verification key to improve maintainability.
- Log in to your domain name server administrator application and navigate to the TXT records page.
- Add the TXT record.
Save your changes. It can take up to 48 hours for your updates to apply.
- If your verification status is Failed, check your TXT record and verify that the correct file is in your DNS entry, then re-initiate the verification process by clicking Initiate on the Email Domains page.
You can find additional details about the Amazon SES verification process by going to the Amazon AWS documentation and searching for "Amazon SES Domain Verification TXT Records".
Customization options include: