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NICE CXone Integration Guide

Integrate Sticky Calls API with NICE CXone Studio for intelligent call routing and agent context.

Overview​

Setup Time: 20-25 minutes Difficulty: Easy Prerequisites:

  • NICE CXone admin access
  • Sticky Calls API key
  • Studio script editing permissions

What You'll Build:

  • RESTful API integration in Studio
  • Dynamic caller identification
  • Context-aware call routing
  • Agent workspace screen pop
  • Post-call context saving

Architecture​

Incoming Call → Studio Script → RESTful API Action (Sticky Calls) →
Parse Response → Branch on Match → Personalized Flow →
Agent Workspace Variables → Call Ends → Save Context

Step 1: Create RESTful API Action​

1.1 Open Studio Script​

CXone Studio → Scripts → Create New or Edit Existing

1.2 Add RESTful API Action​

From Palette: Drag RESTful API action onto canvas

Configuration:

  • Action Name: IdentifyCaller
  • Method: POST
  • URL: https://api.stickycalls.com/v1/calls/start
  • Timeout: 5 seconds

1.3 Configure Headers​

Headers Tab:

Header NameValue
AuthorizationBearer YOUR_API_KEY
Content-Typeapplication/json

1.4 Configure Request Body​

Body Tab:

{
  "call_id": "{ContactId}",
  "identity_hints": {
    "ani": "{ANI}",
    "external_ids": {
      "cxone_contact_id": "{ContactId}",
      "skill_id": "{SkillId}"
    }
  }
}

1.5 Parse Response​

Parse Data Tab:

Variable NameJSON PathDefault
customerRefcustomer_ref``
confidenceidentity.confidence0.0
confidenceLevelidentity.levellow
recommendationidentity.recommendationignore
openIntentopen_intents[0].intent``
intentStatusopen_intents[0].status``
lastIssuevariables.last_issue.value``

Step 2: Branch on Response​

2.1 Add Branch Action​

After RESTful API Action: Drag Branch action onto canvas

Conditions:

Branch 1 - High Confidence Match:

{confidence} >= 0.7

Branch 2 - Medium Confidence Match:

{confidence} >= 0.5 AND {confidence} < 0.7

Branch 3 - Low Confidence / New Caller:

{confidence} < 0.5

2.2 Personalized Prompts​

Branch 1 Path (High Confidence):

  • Play Message: "Welcome back! I see you previously contacted us about {lastIssue}"
  • Route based on open intents

Branch 2 Path (Medium Confidence):

  • Play Message: "Welcome! May I confirm your account information?"
  • Verify identity before personalizing

Branch 3 Path (Low Confidence / New):

  • Play Message: Standard greeting
  • Standard menu flow

Step 3: Context-Aware Routing​

3.1 Route Based on Open Intents​

Add Branch After Greeting:

Condition 1:

{openIntent} CONTAINS "billing" AND {intentStatus} = "open"
→ Route to: Billing Skill

Condition 2:

{openIntent} CONTAINS "technical_support" AND {intentStatus} = "open"
→ Route to: Technical Support Skill

Condition 3:

{openIntent} CONTAINS "escalation" AND {intentStatus} = "open"
→ Route to: Senior Agent Skill

Default:

→ Standard IVR Menu

3.2 Set Priority​

If open intent exists:

Set Priority: High
Estimated Wait Time: Reduced

Step 4: Agent Workspace Integration​

4.1 Set Contact Variables​

Before routing to agent: Add Set Variable action

Variables to Set:

VariableValue
POD_LastIssue{lastIssue}
POD_OpenIntent{openIntent}
POD_IntentStatus{intentStatus}
POD_Confidence{confidence}
POD_CustomerRef{customerRef}

4.2 Configure Screen Pop​

CXone Admin → ACD → Screen Layouts

Add Custom Panel:

{
  "panels": [
    {
      "title": "Caller History",
      "fields": [
        {
          "label": "Last Issue",
          "variable": "POD_LastIssue",
          "type": "text"
        },
        {
          "label": "Open Intent",
          "variable": "POD_OpenIntent",
          "type": "text",
          "highlight": true
        },
        {
          "label": "Intent Status",
          "variable": "POD_IntentStatus",
          "type": "text"
        },
        {
          "label": "Confidence",
          "variable": "POD_Confidence",
          "type": "gauge",
          "max": 1.0
        },
        {
          "label": "Customer Ref",
          "variable": "POD_CustomerRef",
          "type": "text"
        }
      ]
    }
  ]
}

Step 5: Save Context on Call End​

5.1 Add End-Call RESTful API Action​

On Hangup Event: Add RESTful API action

Configuration:

  • Action Name: SaveContext
  • Method: POST
  • URL: https://api.stickycalls.com/v1/calls/end
  • Headers: Same as Step 1.3

5.2 Request Body​

{
  "call_id": "{ContactId}",
  "customer_ref": "{POD_CustomerRef}",
  "intent": "{DispositionCode}",
  "intent_status": "{DispositionStatus}",
  "variables": {
    "agent_notes": "{AgentNotes}",
    "agent_name": "{AgentName}",
    "resolution": "{ResolutionNotes}"
  }
}

5.3 Map Disposition to Intent Status​

Common Mappings:

CXone DispositionIntent Status
"Issue Unresolved""open"
"Callback Requested""open"
"Escalation Needed""open"
"Resolved""resolved"

Step 6: Testing​

6.1 Test Studio Script​

CXone Studio → Debug Mode

  1. Start trace session
  2. Make test call
  3. Verify API call executes
  4. Check variable assignments
  5. Confirm branch logic works

Check Trace Output:

RESTful API: IdentifyCaller
Request: POST https://api.stickycalls.com/v1/calls/start
Response: 200 OK
Variables Set: confidence=0.0, confidenceLevel=low, recommendation=ignore
Branch Taken: Low Confidence / New Caller

6.2 Test Agent Workspace​

  1. Route test call to agent
  2. Verify screen pop displays
  3. Check all variables populate correctly
  4. Test with known caller (should show history)

6.3 Test Context Saving​

  1. Complete call with notes
  2. Set disposition code
  3. Check API logs in dashboard
  4. Make second call
  5. Verify context returned

Advanced Features​

Multi-Signal Matching​

Include CRM data for better identification:

{
  "call_id": "{ContactId}",
  "identity_hints": {
    "ani": "{ANI}",
    "external_ids": {
      "customer_id": "{CRM_CustomerId}",
      "account_number": "{CRM_AccountNumber}",
      "email": "{CRM_Email}"
    }
  }
}

Sentiment-Based Routing​

Combine with CXone Interaction Analytics:

IF {confidence} >= 0.8 AND {Sentiment} = "Negative"
THEN Route to: Retention Specialist

VIP Detection​

IF `{callerContext}` CONTAINS "VIP" OR {CRM_Tier} = "Platinum"
THEN {
  Set Priority: 1 (Highest)
  Route to: VIP Queue
  Play Message: "Thank you for being a valued customer"
}

Error Handling​

API Timeout​

Add Timeout Branch:

ON TIMEOUT (5 seconds):
  Log: "Sticky Calls API timeout"
  Continue to: Standard flow
  Send Email: Alert to admin

API Error Response​

Add Error Branch:

ON ERROR:
  Parse Error Code
  IF 402 (Insufficient Credits):
    Alert: Admin notification
  ELSE:
    Log error
  Continue to: Standard flow

Graceful Degradation​

Always provide fallback flow:

TRY:
  Call Sticky Calls API
CATCH:
  Set matchFound = false
  Continue with standard greeting
FINALLY:
  Log interaction

Performance Optimization​

Caching Strategy​

Cache high-frequency callers locally (CXone Data Store):

1. Check local cache first
2. If found AND recent (< 5 min): Use cached data
3. If not found OR stale: Call API
4. Store response in cache

Parallel Processing​

Execute API call while playing initial greeting:

Parallel Branch:
  Branch 1: Play "Please wait while we connect you"
  Branch 2: Call Sticky Calls API
Join: Continue when both complete

Monitoring & Analytics​

CXone Reporting​

Custom Reports to Create:

  1. API Success Rate

    • Metric: Successful API calls / Total attempts
    • Target: > 99%

  2. Match Rate

    • Metric: Calls with confidence >= 0.7 / Total calls
    • Insight: Percentage of returning callers

  3. Average Handle Time by Match Status

    • Compare: AHT for matched vs. non-matched calls
    • Expected: 20-30% reduction for matches

  4. Confidence Score Distribution

    • Buckets: 0-0.3, 0.3-0.7, 0.7-1.0
    • Action: Tune routing logic based on distribution

Dashboard Integration​

View real-time metrics in Sticky Calls dashboard:

  • Total API calls from CXone
  • Credits consumed
  • Match rate
  • Average confidence score

Troubleshooting​

Variables Not Populating​

Symptom: Screen pop shows empty fields

Solution:

  1. Check variable names match exactly (case-sensitive)
  2. Verify JSON path in Parse Data tab
  3. Test with static test data
  4. Check data type mappings

Routing Not Working​

Symptom: Calls go to wrong skill

Solution:

  1. Verify branch conditions
  2. Check variable data types (string vs. boolean)
  3. Test each branch individually
  4. Add logging to debug branches

Context Not Saving​

Symptom: Return callers show no history

Solution:

  1. Verify end-call API action executes
  2. Check agent notes variable populated
  3. Verify call_id matches between start/end
  4. Check disposition codes mapping correctly

Best Practices​

  1. Always test in staging before production deployment
  2. Set reasonable timeouts (5 seconds recommended)
  3. Implement error handling for all API calls
  4. Use confidence thresholds (> 0.7 for high confidence)
  5. Log all API interactions for debugging
  6. Monitor credit usage to avoid service interruption
  7. Train agents on interpreting screen pop data

ROI Calculator​

Estimate your savings:

Assumptions:

  • 10,000 calls/month
  • 30% are returning callers (matched)
  • 2 minutes saved per matched call

Savings:

  • Time saved: 6,000 minutes/month = 100 hours
  • At $25/hour: $2,500/month
  • Annual savings: $30,000

Sticky Calls Investment: View current pricing →

Massive ROI - Save thousands on agent time while improving customer experience

Next Steps​

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