NICE InContact CXone Certifications
NICE InContact CXone Certifications
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Take your contact center and your customer experiences to new heights, with tailored education delivered by NICE experts. Training and education for all the ways you work, all training is taught by contact center experts. It’s designed for everyone on your team and all the different ways they prefer to learn. Get the training you need, whenever and wherever you need it. NICE training experts can prescribe learning paths for different job roles to fit your objectives. Instructor-led classroom training involves advanced product training that is best when it’s in a classroom, taught by an expert. Training with NICE comes with hands-on assessments and instruction in an uninterrupted and focused environment. Remote instructor-led training provides the same personalized instructor-led training without having to travel to a classroom. It’s a great option for foundational training, refresher courses or customers with multiple locations. Self-paced eLearning allows you to learn at your own pace with virtual training. It’s perfect for new hires, and since it’s self-paced, learners can repeat courses as many times as they want.
ACD: CXone Administration
ACD: CXone Administration
Type
Training Course
Provider
NICE CXone
Job Level
Administrators - Managers - Supervisors
Overview
Learn how to use the CXone platform to create, customize, and manage your contact center including dashboards,
skills, users, campaigns, hours of operation and CXone’s Real-Time reporting Dashboards.
Prerequisites
N/A
What you'll learn
Learn the process of Organizing your Contact Center
Understand what CXone is
Learn how to Manage Routing
Know the process to Manage Users
Learn where to Manage Folders and Files
Understand where and how to Manage Account Settings
Learn how to Configure Dashboards
Learn how to Utilize Workforce Intelligence
Courses
Format
Remote - 3 hours
Virtual administrative training on the NICE CXone platform
ACD: Agent & Supervisor
ACD: Agent & Supervisor
Type
Training Course
Provider
NICE CXone
Job Level
Administrators - Managers - Supervisors
Overview
Learn how to launch the Agent console, handle contacts, and manage Agent states. You will also learn to use the Supervisor platform, including accessing the interface, using call functions
(record, monitor, coach, barge, take over) and force logging out agents.
Prerequisites
N/A
What you'll learn
Understand how to log into MAX Agent
Learn the basic functions of the Agent
Learn the process of handling active contacts
Learn how to disposition and/or tag a contact
Understand how to log into the Supervisor Console
Learn the functions of the Supervisor console
Learn the process of monitoring, coaching, barging and taking over
Demonstration / Hands-On Trial
Courses
Format
Remote - 3 hours
Virtual training for supervisors on the Agent and Supervisor tools
ACD: Reporting
ACD: Reporting
Type
Training Course
Provider
NICE CXone
Job Level
Administrators - Managers - Supervisors
Overview
Reporting enables you to view information about employee performance, diagnostics, and how your contact center is functioning. The platform provides many different system reports that exist in your environment by default. You can access those through links in CXone. In addition to pre-built reports, you can also create reports or report templates that generate information on a one-time basis or on a regular, recurring schedule. With the information provided, you can make important financial decisions and make your contact center more efficient.
Prerequisites
N/A
What you'll learn
Standard Reports
Be able to Navigate and run Standard Reports
Learn where to access and run Data Download Reports
Understand the process to schedule Data Download Reports
Learn how to create a Dashboard using various Reporting Widgets
Custom Reports
Learn how to create report Categories
Learn the process of setting up SFTP Accounts
Learn how to create custom report Headers
Be able to build report templates
Courses
Format
Remote - 4 hours
Virtual administrative training on NICE CXone Reporting tools
ACD: Personal Connection Training
ACD: Personal Connection Training
Type
Training Course
Provider
NICE CXone
Job Level
Varies
Overview
This course covers the basic fundamentals for creating and managing an outbound dialing campaigns with Personal Connection. During this session you will learn how to create a customized Personal Connection skill using basic Parameters, how to prepare and upload a calling list and how to use inContact’s Skill Control tool to manage your Personal Connection campaigns. You will have an opportunity to familiarize yourself with the Agent Experience and outbound reporting capabilities. As well as the advanced features used to increase control and efficiency of your outbound dialing campaigns using Personal Connection. You will learn how to customize your Personal Connection skills including Priority Management and Skill Blending, list and skill configuration for Multi-Number Dialing, record Filtering, and using advanced Answering Machine Detection settings.
Prerequisites
N/A
What you'll learn
Fundamentals
Understanding how Personal Connection works
Understanding outbound strategies
Understanding a custom script
Creating a Personal Connection Skill
Personal Connection Screen Pops
Uploading a calling list
Controlling Personal Connection skills
The agent experience when logging into a Personal Connection skill
Understanding Personal Connection Reports
Advanced Functionality
Understand Serial Number Delivery
Know how to configure Priority Based Blending with Inbound skills
Know how to map custom data definitions
Understand multi-number Cadence settings
Understand the advanced parameter settings of a Personal Connection skill
Call Suppression Scripts
Do Not Call Lists
Understand Agentless Personal Connection Skills (Optional)
Courses
Format
Classroom - 1 day
Fundamentals and Configuration
ACD: Auto Attendant Administration & End-User
ACD: Auto Attendant Administration & End-User
Type
Training Course
Provider
NICE CXone
Job Level
Administrators - Managers - Supervisors - Agents
Overview
The hosted NICE inContact Auto Attendant system allows contacts to be automatically transferred to an extension without the intervention of a receptionist, regardless of the agent's location. When an agent is out, calls can be forwarded to another extension to make sure all calls are answered or they can be sent to voicemail.
Prerequisites
N/A
What you'll learn
What is Auto Attendant
Getting Started
Creating Users
User Management
User Options/Settings
Demonstration
Courses
Format
Remote - 3 hours
Virtual administrative training on Auto Attendant tool
SCRIPTING: IVR Development
SCRIPTING: IVR Development
Type
Training Course
Provider
NICE CXone
Job Level
IVR administrators - IT Specialists
Business Analysts - Software Developers
Overview
The IVR Development with Studio course is a 2-day comprehensive course covering NICE CXone’s Studio
application for creating optimal contact interactions. Attendees will learn how to create contact flows from
beginning to end, as well as how to troubleshoot and edit existing scripts. Application fundamentals of many of
the mostly used actions, along with design “best practices” will also be taught during this course. Our
hands-on, highly interactive learning approach has been proven to maximize knowledge retention, enabling
participants to create and modify their own contact center IVR flows.
Prerequisites
IVR Development eLearning Series
NICE CXone - IVR Development Part 1: Setting Up Studio
NICE CXone - IVR Development Part 2: Studio Actions
NICE CXone - IVR Development Part 3: Building Your First Script
NICE CXone - IVR Development Part 4: Editing an Existing Production Script
Optional
What you'll learn
Creating better contact experiences
Creating better agent experiences
Managing and maintaining scripts with the use of variables
Making scripts easier to navigate with the use of RunScripts
Creating modular scripts with the use of RunSubs
Creating a voicemail script
Creating a powerful callback solution
Courses
Format
Classroom - 2 hours
Instructor led training for end users on NICE CXone Studio application
Classroom - 2 days
Public Instructor led training for end users on NICE CXone Studio application
(Cost per individual)
SCRIPTING: Web Integrations
SCRIPTING: Web Integrations
Type
Training Course
Provider
NICE CXone
Job Level
IVR administrators - IT Specialists
Business Analysts - Software Developers
Overview
Web Integrations with Studio is an advanced two day training. The course includes SQL, SOAP and RESTful web service calls. Participants will learn how to integrate to an SQL database with the Studio SQL actions, and how to integrate to a SOAP and REST API with a Studio SNIPPET action.
Prerequisites
IVR Development with Studio
Experience with SNIPPET programming within Studio
What you'll learn
Creating a DB Connector in CXone
How to connect to a SQL database
SQL studio actions
Working with Dynamic Data Objects
Locating and importing WSDLs for SOAP web services
Integrating to a SOAP API
Integrating to a REST API
Courses
Format
Classroom - 2 days
Instructor led training for end users on integrating NICE CXone and external systems through scripting
SCRIPTING: Proactive XS
SCRIPTING: Proactive XS
Type
Training Course
Provider
NICE CXone
Job Level
VR Developers - CRM Developers - IT Specialists
Overview
This course will expose participants to the scripts used for Proactive XS integration. Participants will configure Proactive XS Scripts in Studio to automate importing calling list records to Personal
Connection and exporting reportable data from Personal Connection.
Prerequisites
IVR Development with Studio
Web Integrations with Studio
Personal Connection Training
What you'll learn
Configuring Personal Connection to use ProActive XS
Understanding how to work with Dynamic Objects in a Snippet
Understand each Proactive XS Script and various functions
Test and Trace a working ProActive XS Implementation
Courses
Format
Classroom - 1 day
Instructor led training for end users on NICE CXone Proactive XS scripting solution
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