1 Configuration of CXone account

To configure message routing and Shelf integration go to ACD settings. Open the left panel and choose ACD.

1.1 Campaign configuration

Go to Campaigns menu and choose “Create New”

Write a name for your campaign and click “Create Campaign”

1.2 Script configuration

To create a new script we need a Studio app provided by CXone.

You can find file for downloading in “Support and Downloads”

In Studio app create a new script

Go to Tools section, pick “Begin” action and drop it on the canvas. It is the point when a conversation starts. Then add another action - “Reqagent” that will ask for an agent with a specific skill.

Right click on “Reqagent” action and configure a skill that will be used when starting a conversation.

Now we need to connect all the steps. Move the mouse to the right bottom corner. Click the mouse button and connect two elements (default branch connection).

Save the script (File -> Save).

1.2.1 Script example

https://drive.google.com/file/d/1NkI1FC2SA-Ptp-33SWTjLs1H2Hov7asG/view?usp=sharing

1.3 Skills configuration

Go to ACD skills menu

Click “Create New” to create a new skill

In the form fill in the fields according to the desired functionality:

1 - media type: chat
2 - skill name: name of your skill
3 - campaign: previously created campaign
4 - script: previously created script

Now it’s time to add Shelf-CXone integration URL.

Paste https://cxone.shelf.io/?icAgentPanelTitle=Agent Assist&configurationId=<some-config-id> where some-config-id is the ID of the Agent Assist configuration added in your Shelf account (how to find the ID).

Hit “Create” button to finish script creation.

1.4 Chat Profile configuration

Go to Chat Profiles menu and click “Create New”.

Choose V2 interface and configure other settings as necessary. Hit “Save”.

1.5 Point of Contact configuration

Go to Point of Contact menu and click “Create New”.

Configure new point of contact:

1 - media type: chat
2 - name: name for your point of contact
3 - skill: created before
4 - script: created before
5 - chat profile: created before

Save new Point of Contact.

After creating a Point of Contact you can find a link for initiating chat with the agent.

2 Working with MAX

To receive message requests MAX should be opened and status set to “Available”:

To be able te see Agent Assist tab on the right panel of the chat Panels should be configured in Settings (More -> Settings -> Display -> Panels - on).

After conversation was started and accepted by the agent chat window will look like this: