Set Up Omnichannel Session Handling

Do the following tasks in the order given to set up and customize your Omnichannel Session Handling (OSH) experience. If you have not already done so, contact your NICE inContact 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.

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 a bad state.
  2. If you have any Personal Connection skills that use priority blending, remove priority blending from those skills.
  3. In the ACD application, click ACD ConfigurationBusiness Units.

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

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

  5. For omnichannel, set the default number of Chats, Emails, and Work Items you want agents on the team to handle at a maximum, and set the Total Contact Count to the maximum number of contacts you want agents on the team to handle concurrently. Toggle on the Request Contact and Auto-focus options to change the experience agents have in MAX as needed.

  6. If you want any agents on the team to have different settings from the team defaults, go to the list of agents in the table below the Team Defaults row and modify the same settings from the preceding step for the individual agents. Settings at the agent level override settings at the team level. You can also configure the OSH settings for individual agents in the user profile.
  7. 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. In the Adminapplication, click Users.

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

  6. For omnichannel, set the default number of concurrent Chats, Emails, and Work Items you want the agent to handle at a maximum, and set the Total Contact Count to the maximum number of contacts you want the agent to handle concurrently. Toggle on the Request Contact and Auto-focus options to change the experience the agent has in MAX as needed.

  7. Click Done.