HELP CENTER

AI & Automation

Deploy AI-empowered apps

Integrations

Orchestrate frictionless customer journeys

Workforce Engagement

Oversee your contact center's workforce

Agents

Handle contacts and access your agent space

Reporting

Reference and how-to content for performance reporting

Advanced Tools

For workflow designers, developers, and partners

System Management

Build and maintain your contact center

Automation and AI AI-empowered applications for automation, data analysis, agent assistance, and bots	AI Agents (Cognigy) Powerful and flexible virtual agents	Virtual Agents NiCE CXone-native and third-party virtual agents
Autopilot (Omilia) Full-service, data-driven virtual agent for voice and digital interactions	Copilot for Agents AI-powered agent assist application	Agent Assist Applications NiCE CXone-native and third-party agent assistants
GenAI Prompts Customize and manage generative AI prompts for NiCE CXone products	Copilot for Supervisors AI-driven tool that provides insights and context into critical real-time issues	Actions AI tool to help CX leaders make decisions and reach goals
Bot Builder Create your own virtual agents	Voice Biometric Authentication Authenticate contacts using their voiceprint	Knowledge Hub Ingest and parse your knowledge source for Autopilot (Omilia) and Copilot for Agents to use

Workforce Management (IEX Integrated) Learn about how your Workforce Management (IEX Integrated) system works with NiCE CXone	The Power of Integration Learn how you can expand NiCE CXone with AI-powered integrations	Engagement Hub Connect third party communication and information systems like PABXs, ACDs, CRMs, digital channels, and dialers to the platform
Knowledge Management (Expert) Learn about this knowledge management tool and how it integrates with NiCE CXone	Feedback Management Learn about our industry-leading customer experience tool	AI Agents for Proactive Engagement Orchestrate customer journeys with AI agents to proactively communicate with customers
Migrated Calls Migrate historical call data into NiCE CXone	Recording AppLink Import Recording Management (Engage) recordings into NiCE CXone	WFM Integrations Use a third-party WFM system with NiCE CXone ACD

Manage Quality Processes Monitor evaluations and create QM forms, plans, and coaching for agents Supervisor Monitor and interact with agents and view their performance in real time	Create and Manage Dashboards Create and manage dashboards to monitor contact center KPIs	Play Back Interactions Search for interactions and play them back
Performance Management Performance management tool that integrates with NiCE CXone	Workforce and Engagement Management Manage EM parameters, WFM schedules (including shift trades and forecasting), and long-term Enhanced Strategic Planner staff planning	Monitor Agents in Supervisor Monitor and interact with agents and view their performance in real time
Analyze Interactions Analyze interactions with Performance Analytics for Salesforce Einstein (PASE), Self-Service Analytics, and Interaction Analytics (CXone)	Desktop Discovery Gain visibility into agents' activity to optimize performance and enhance productivity

NiCE CXone Agent Workspace (Agent) Suite Interact with contacts with the new native NiCE CXone agent apps	Salesforce Agent Applications Use agent apps inside Salesforce	MAX Handle contacts with the native NiCE CXone agent app
My Zone Access your evaluations, view your schedule, request time off, and more	NiCE CXone WFM Mobile View your schedules, request time off, and trade shifts with other agents

Data Dictionary Find details about every data attribute and metric available in ACD reporting	Prebuilt Reports Generate prebuilt reports to review information related to your organization's processes	Custom Reporting Create individualized reports using a large list of attributes and metrics
Data Download Reports Generate prebuilt reports into comma-delimited or XML format using your raw data	Direct Data Access Download raw data directly into Microsoft Excel and create customized reports for your contact center	ACD Dashboards View both real-time and historical information in a single graphical interface

Developer Portal Learn how to integrate with NiCE CXone using RESTful APIs and SDKs	Partner Applications Resources for NiCE CXone partners	Automation and AI AI-empowered applications for automation, data analysis, agent assistance, and bots
Desktop Studio The desktop version of the visual scripting application	Studio Visual scripting application for customizing contact routing in the platform

ACD Orchestrate contact center routing, including voice, dialer, and digital interactions	Admin Manage employees and permissions	Administer Agent Applications Customize and manage the agent experience
Digital Experience (DX) Create and manage your digital messaging channels and settings	Attendant Set up out-of-office messages, voicemail, and call forwarding rules	Recording Management (CXone) Configure and manage omnichannel recordings, including screen recording, playback, and APIs for accessing and handling recording data
Engagement Hub Extend the power of NiCE CXone with telephony capabilities, CRM system integrations, and other tools	Analytics Services Define how interaction data is analyzed and how sensitive details are redacted for privacy and compliance	Cloud Storage Services Manage the life cycle rules for your stored files
Implementation Information Learn about platform requirements, supported languages, and other implementation-related topics	Connectivity and Ports Use this wizard to discover the ports, IP addresses, and FQDNs needed for new implementations	Authentication and Authorization Manage platform authentication and authorization, including the login process

AI & Automation

Integrations

Workforce Engagement

Agents

Reporting

Advanced Tools

System Management

Automation and AI

AI Agents (Cognigy)

Virtual Agents

Autopilot (Omilia)

Copilot for Agents

Agent Assist Applications

GenAI Prompts

Copilot for Supervisors

Actions

Bot Builder

Voice Biometric Authentication

Knowledge Hub

Workforce Management (IEX Integrated)

The Power of Integration

Engagement Hub

Knowledge Management (Expert)

Feedback Management

AI Agents for Proactive Engagement

Migrated Calls

Recording AppLink

WFM Integrations

Manage Quality Processes

Supervisor

Create and Manage Dashboards

Play Back Interactions

Performance Management

Workforce and Engagement Management

Monitor Agents in Supervisor

Analyze Interactions

Desktop Discovery

NiCE CXone Agent Workspace (Agent) Suite

Salesforce Agent Applications

MAX

My Zone

NiCE CXone WFM Mobile

Data Dictionary

Prebuilt Reports

Custom Reporting

Data Download Reports

Direct Data Access

ACD Dashboards

Developer Portal

Partner Applications

Automation and AI

Desktop Studio

Studio

ACD

Admin

Administer Agent Applications

Digital Experience (DX)

Attendant

Recording Management (CXone)

Engagement Hub

Analytics Services

Cloud Storage Services

Implementation Information

Connectivity and Ports

Authentication and Authorization