ACD

The CXone Mpower ACD application allows you to configure inbound and outbound interaction channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. Inbound channels include voice, chat, email, voicemail, SMSClosed Short Message Service; also known as text messaging., and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..

Outbound channels include email, SMS, and voice. Outbound channels can be manual, such as an agent dialing a single contact. They can also be automated, such as a Personal Connection dialing campaign or proactive chat pop-ups on your website.

The ACD application also allows you to configure general settings that support your interaction channels, your agents, and the way you route between the two. These include things like skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., points of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address., and quick replies.

Performance and Load Testing

CXone Mpower offers a service called Performance and Load Testing that you can use to perform stress tests on your ACD system. This verifies it can handle traffic during change events and during peak times, such as holidays and new product launches. Performance and Load Testing can: 

  • Test inbound voice to IVR.

  • Mimic an agent for full end-to-end call testing.

  • Simulate outbound campaigns.

  • Test CXone Mpower native chat and email, and Digital Experience chat, email, and social channels. CXone Mpower may not be able to test digital interactions handled through an application outside of the CXone Mpower suite.

You must contact your Account Representative to order a stress test. Once the test is ordered, the CXone Mpower Professional Services team manages the process for you. Using a CXone Mpower service to test your ACD gives you full support from the CXone Mpower platform and team. This ensures careful monitoring and process management, keeping your ACD safe.