MAX / CXone Agent Integration Setup
The purpose of this guide is to facilitate a successful integration of the MAX / CXOne Agent interface with your CXOne Expert knowledge base. It serves as a detailed manual on how to configure the Integration with the CXOne Agent environment. This document will guide you through each step, ensuring that the CXOne platform is integrated with the Expert knowledge base.
Prerequisites
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Admin access to the CXone Expert site
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CXone environment with an Admin resource
Create Touchpoint in Expert
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Navigate to Site tools > Dashboard > Integrations > Touchpoint Management
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In the CRM Integrations tab select +Create a CRM Integration
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Select CXone Expert for CRM
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In the Name field, provide a name for the integration such as MAX Integration or Agent Integration
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In the Host field, enter:
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cxagent.nicecxone.com, max.niceincontact.com, nice-incontact.com,*.nice-incontact.com
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In the Height field, enter the customer's desired height.
Example: 600px -
Click Add this Touchpoint.
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Take note of the src URL in the Touchpoint Embed Code as this will be needed when configuring within the CXone Settings
a. Copy this and replace .js with .html
Create Custom Workspace in CXone Platform
Sign into your CXone Platform
Once logged in, click into the Application Selector:
Click on ACD in the Application Selector:
Once in the ACD module, scroll down on the left pane until you get to “Business Units”:
In Business Units, click on “Edit”:
Scroll to the bottom of the page, until you see Agent Settings and Custom Workspaces. Click Add Custom Workspace URL:
Add a Label, which is how the Custom Workspace will be displayed within the interface, and then add the src URL from Step 11 in the Touchpoint Creation step (make sure you replaced .js with .html). Once added, you can use the lookup icon to ensure the URL is operational.
Once Finished, click “Done” at the top of this page.
CXone Agent Environment
To ensure that the Expert site is integrated into Agent, click on this link: https://cxagent.nicecxone.com/ You might have to login again.
Choose your preferred Voice Preference. If you don’t have a preference, click Integrated Softphone (if available).
Once logged into Agent, click on the Computer icon to select your Custom Workspace.
If CXone Expert is your only workspace, it should automatically populate. If not, you can select the dropdown on the top of the middle pane.
Once selected, you just need to sign-in and enjoy! You might already be signed in depending on authentication methods, if you are already signed into Expert, etc. To sign in, simply click on “Sign in to CXone Expert.”