Definitions

Campaigns:  Campaigns in CXone are used for Reporting purposes and are NOT the same as Campaigns in Ivinex.  They are added under ACD > Contact Settings > Campaigns in CXone.  The two campaigns that we typically create are called IVNAdmin and Ivinex.  *Please note that on Inbound call campaigns, an object is created to prevent our skills from being populated in CX One Reports.  This item will be described in detail further down in the documentation. So, campaigns are created only to satisfy the reporting needs on the CXone side, but we do need campaign containers for our objects.



ACD Skills: Skills are routing objects for actions or new records within the CXone system.  They are added under ACD > Contact Settings > ACD Skills.  Also, Skills are imported into Ivinex as Campaigns. So please create your skill names with the name of the business function that is being served.  Example: If the inbound call queue for the Ivinex Campaign is Support, then give your Skill the friendly name of Phone In Support. This tells everyone that the campaign uses the phone instance, is directed inbound, and campaign is for support.

Therefore, our logic tree would look like this:

 Campaign

               Skill

Dispositions:  Dispositions are added under ACD > Contact Settings > Dispositions in CXone, and they are assigned on the Post Contact tab of Skills.  Post contact means the method that is used after the action has wrapped up. So, if a disposition is warranted, click on the details of the skill for which you wish to assign a disposition, and then select the appropriate dispositions from the menu that relate to the skill.

Therefore, our logic tree would look like this:

 Campaign

               Skill > Disposition (add on Post Contact tab of Skill, create from ACD menu)

*Important! Skills are mapped as Campaigns when they are imported from Ivinex.

Users: Users are most often call center agents defined in the CXone platform.  They are created under Admin > Employees in CXone.  You need to add the appropriate users to a Skill so that the users are able to participate in the work queue for that campaign.  Thus, when you click on a specific skill, you can assign Users on the Users tab. Add the appropriate Users to the Skill or add new users as necessary.

With the Users object, our logic tree now looks like this:

Campaign

               Skill > Disposition (add on Post Contact tab of Skill, create from ACD menu)

               Skill > Users (add on Users tab of Skill, create from Admin menu)

Point of Contact:  Points of Contact are created under ACD > Point of Contact.  They define the Media Type (Chat, Email, Phone Call, Work Item), Skill and Script that will be used for a given campaign. For example, you may assign a Point of Contact on a subtab of a Skill that is named IVN Live Chat. For this Skill, you would select the Chat media type and the appropriate chat Script from a drop down menu. The script is what provides the route of data from CXone to Ivinex and back.

With the Point of Contact, our logic tree now looks like this:

Campaign

               Skill > Disposition (add on Post Contact tab of Skill, create from ACD menu)

               Skill > Users (add on Users tab of Skill, create from Admin menu)

               Skill > Point of Contact (add on Admin Menu, select skill as default skill for Point of Contact)

 *Be sure to select media type and Script for your Point of Contact.

Scripts:  Scripts can be viewed under ACD > Scripts, but they should be created using Ivinex template files from the Studio Desktop Application. See above for instructions on installing this application.  You should NEVER edit scripts unless you know what you’re doing. Always save an XML backup of scripts that you plan to modify.  There is an Ivinex repository of preconfigured scripts in the Ivinex folder.



Campaign

               Skill > Disposition (add on Post Contact tab of Skill, create from ACD menu)

               Skill > Users (add on Users tab of Skill, create from Admin menu)

               Skill > Point of Contact (add on Admin Menu, select skill as default skill for Point of Contact) > Script*

 *Scripts are created / managed in the inContact Studio software (instructions above).

Script Schedules: These can be created under ACD > Script Schedules in CXone.  You can think of script schedules like Cron Jobs for the CXone platform.  There are options to schedule scripts to run: One Time, Continuous, or Recurring.  You must assign a Skill and a Start On (date and time) setting for each Script. 

With the Script Schedules defined, our logic tree now looks like this:

Campaign

               Skill > Disposition (add on Post Contact tab of Skill, create from ACD menu)

               Skill > Users (add on Users tab of Skill, create from Admin menu)

               Skill > Point of Contact (add on Admin Menu, select skill as default skill for Point of Contact) > Script*
               Script Schedules > Scripts (assign script, schedule and recurrence)

 *Scripts are created / managed in the inContact Studio software (instructions above).

Hours of Operation: You should establish hours of operation for every Skill except for 24-hour services.  Email and Texting (SMS) will never need this configured. You can define Hours of Operation under ACD > Hours of Operation.  Unlike other data objects, Skills are assigned to Hours of Operation, and you can only have one set of rules for operating hours per Skill.

So, with this scheduling object, our logic tree looks like this:

Campaign

               Skill > Disposition (add on Post Contact tab of Skill, create from ACD menu)

               Skill > Users (add on Users tab of Skill, create from Admin menu)

               Skill > Point of Contact (add on Admin Menu, select skill as default skill for Point of Contact) > Script*
               Script Schedules > Scripts (assign script, schedule and recurrence)

               Hours of Operation > Skill (Each Skill can only exist in one operating hours object at a time)

 *Scripts are created / managed in the inContact Studio software (instructions above).

Chat Profiles: Chat Profiles can be created under ACD > Contact Settings > Chat Profiles.  These objects are used to define how the Live Chat interacts with the end user. This navigation item is also where you will find chat settings that the client can embed on their website. Unlike other child objects, Chat Profiles are only linked with Points of Contact from the main navigation.  Chat V2 is the most common type of Interface that is assigned to inContact clients; it is an HTML5 object that can create a floating graphic on the client’s website. By comparison, Chat V1 is more customizable, but it has to be loaded on an independent page rather than popping up.  If you are unsure of which option to choose, select V2.

With the Chat Profiles, our logic tree now looks like this:

Campaign

               Skill > Disposition (add on Post Contact tab of Skill, create from ACD menu)

               Skill > Users (add on Users tab of Skill, create from Admin menu)

               Skill > Point of Contact (add on Admin Menu, select skill as default skill for Point of Contact) > Script*
               Script Schedules > Scripts (assign script, schedule and recurrence)

               Hours of Operation > Skill (Each Skill can only exist in one operating hours object at a time)

               Chat Profiles > Point of Contact (add on Point of Contact tab of Chat Profiles, create from ACD menu)

 *Scripts are created / managed in the inContact Studio software (instructions above).