NICE CXone

• Contact completedRuns each time a contact is completed in NICE CXone. Ones completed before the workflow is turned on don't start it. How often it checks follows your workspace plan.
• Contact abandonedRuns each time a caller or customer leaves before reaching an agent in NICE CXone. Ones abandoned before the workflow is turned on don't start it. How often it checks follows your workspace plan.
• New contactRuns for each new call, chat, email or other contact in NICE CXone, as it enters the IVR or queue. Ones already in progress when the workflow is turned on don't start it. How often it checks follows your workspace plan.
• Agent state changedRuns each time an agent's state changes in NICE CXone, such as going Available, Unavailable or logging out. Changes made before the workflow is turned on don't start it. How often it checks follows your workspace plan.
• New agentRuns for each new agent in NICE CXone. Ones already there when the workflow is turned on don't start it. How often it checks follows your workspace plan.
• Report job finishedRuns each time a report job is finished in NICE CXone. Ones finished before the workflow is turned on don't start it. How often it checks follows your workspace plan.
• New scheduled callbackRuns for each new scheduled callback in NICE CXone. Ones already there when the workflow is turned on don't start it. How often it checks follows your workspace plan.

• List agentsList your CXone agents with their team, supervisor and last login. Gets one page; to see more, run it again with the 'next_skip' it gives.
• Get agentGet one agent's profile: name, email, team, supervisor and status.
• Set agent stateMake a logged-in agent Available, or Unavailable with a reason such as Lunch or Training. The agent must be logged in.
• List teamsList your CXone teams with how many agents each has. Gets one page; to see more, run it again with the 'next_skip' it gives.
• List skillsList your skills, the queues contacts are routed through, with their channel and campaign. Gets one page; to see more, run it again with the 'next_skip' it gives.
• Get skillGet one skill's settings: channel, campaign, outbound or not, and more.
• List agents on a skillList the agents assigned to a skill, with their proficiency. Gets one page; to see more, run it again with the 'next_skip' it gives.
• List dispositionsList dispositions, the outcomes agents give a contact such as Resolved or Call back. Gets one page; to see more, run it again with the 'next_skip' it gives.
• Get agent statesSee what agents are doing right now: Available, Unavailable (and why), on a contact or logged out. For everyone, or one agent.
• List active contactsList the contacts in progress right now (in the IVR, waiting in queue or with an agent), filtered by skill, agent, team or channel. Gets one page; to see more, run it again with the 'next_skip' it gives.
• Get skill activitySee each skill's queue right now: contacts waiting, agents available and working, and the service level. For every skill, or one.
• List completed contactsList finished calls, chats, emails and other contacts that started in a period (the last 24 hours unless you say), with times, disposition and whether they were abandoned. Gets one page; to see more, run it again with the 'next_skip' it gives.
• Get contactGet one contact (a call, chat, email or other interaction), active or finished.
• Get skill summariesGet each skill's totals for a period: contacts offered, handled and abandoned, handle time and service level. For every skill, or one.
• Get agent performanceGet each agent's contacts handled, refused and handle time for a period, or one agent's. The period is widened to whole quarter hours.
• List reportsList the Custom Reporting reports you can run with 'Start report job'.
• Start report jobRun a Custom Reporting report. It runs in the background: follow it with 'Get report job', which gives the file's address once it's done.
• Get report jobGet a report job's state, and its result file's address once it has finished.
• Schedule callbackSchedule a callback to a customer on an outbound skill, for any agent on the skill or for one agent. CXone offers it when it's due.
• List scheduled callbacksList the callbacks waiting on a skill, or on an agent. Give one of the two.
• Delete scheduled callbackCancel a scheduled callback that hasn't been made yet.
• List DNC groupsList your do-not-call groups and how many numbers each holds.
• Add number to DNC groupAdd a phone number to a do-not-call group, so the outbound skills checked against it never dial it.
• Search DNC groups for a numberFind which do-not-call groups hold a phone number.
• Remove number from DNC groupExpire a phone number in a do-not-call group, so it can be dialled again. CXone deletes it from the group 7 days later.

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