Add Live Agents (web) with NICE inContact

This guide describes how to integrate Zammo with Nice In Contact CXone. Specifically, the web chat integration is detailed and the following is covered:

• Why use a live agent
• Selecting and using a Custom Personal Queue Script
• Creating a Skill in NICE inContact
• Creating a Point of Contact in NICE inContact
• Obtaining NICE inContact access id and secret key
• Using the integration in a conversation
• Testing

This documentation focuses on technical integration and does not cover the conversation design strategies to offer Live Agent in a conversation flow.

Prerequisites

NICE inContact setup requires a user with permission to:

• Create Skills
• Create a Point of Contact
• Generate an access key and secret for an application