Set Up Email

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.

Create a Campaign

Required security profile permissionsCampaigns 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.

  1. In the ACD application, click Contact SettingsCampaigns.
  2. Click Create New to display the new campaign wizard.
  3. Enter a Campaign Name.
  4. Click Create Campaign.
  5. Click the Skills tab.
  6. 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.
  7. Click Add Skills. The skills you selected move to the Assigned Skills section.

Create an Email Skill

Required security profile permissions: Skills Create

  1. In the ACD application, click Contact SettingsACD Skills.

  2. Click Create New and select Single Skill.

  3. Select Email as your Media Type.
  4. Enter a skill name.
  5. Determine if the skill handles inbound or outbound emails in the Inbound/Outbound field.
  6. Select a campaignA grouping of skills used to run reports. from the Campaign drop-down.
  7. Enter Email From-Address.
  8. If you want to, select the Email Parking checkbox.
  9. If you want to, select the Interruptible checkbox.

  10. If you want to, configure screen pops.
  11. If you want to, configure a custom priority while in queue.
  12. If you want to, configure a custom service level threshold and goal.
  13. If you want to, compare this skill with other skills.
  14. Click Create.

Add Users to an Email Skill

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

  1. In the ACD application, click Contact SettingsACD Skills and select the skill for which you want to add users.

  2. Click the Users tab.

  3. If you want all users in your environment to have the skill, click Add All and skip the next step.

  4. 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.

  5. 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.

  6. Click Save Proficiencies.

User Account Skills Tab

  1. In the Admin application, click Users then select the user that you want to add to a skill.

  2. Click the Skills tab.

  3. If you want to add all skills to the user, click Add All and skip the next step.

  4. 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.

  5. 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.

  6. Click Save Proficiencies.

Create an Email Script

Required security profile permissions: Scripts Create

  1. In Studio, click FileNew.
  2. In the Create New Script window, select the Email icon. Verify that the correct Business Unit is selected and click OK.
  3. 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.

  4. 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.

  5. 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.
  6. Click FileSave.
  7. In the Save Script As... window, enter a name for the script, and click Save.

Create an Email Point of Contact

  1. In the ACD application, click Contact SettingsPoints of Contact.
  2. Click Create New and select Single Point of Contact.
  3. Select Email as the Media Type.
  4. Name the point of contact (POC).
  5. Enter a value in the Point of Contact field.
  6. Select a Skill .
  7. Select a Script .
  8. If you want to, select the IVR Reporting Enabled check box.
  9. Click Create Point of Contact.

Verify an Email Domain in Amazon SES

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.

  1. Open a word processing program that can create a TXT file, such as Notepad.
  2. In CXone, click Contact SettingsEmail Domains in the ACD application.

  3. 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).
  4. 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.
  5. Log in to your domain name server administrator application and navigate to the TXT records page.
  6. Add the TXT record.
  7. Save your changes. It can take up to 48 hours for your updates to apply.

  8. 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".

Additional Tasks

Customization options include: