This article explains how to connect Voxjar with your CXone account and leverage the synchronized data for creating powerful data collection queues.
Connecting Your CXone Account
Voxjar integrates seamlessly with CXone using OpenID Connect. This secure connection method allows Voxjar to automatically access relevant call data without you needing to manually configure data mappings.
To connect your CXone account:
Navigate to the Integrations page within Voxjar: app.voxjar.com/settings/integrations.
Click the CXone logo.
Click the "Connect" button.
You will be redirected to CXone's login page. Enter your CXone credentials and authorize Voxjar to access your data.
Once authorized, you'll be redirected back to Voxjar. The integration status should now show as "Connected."
Automatic Data Synchronization
After a successful connection, Voxjar automatically synchronizes key data fields from your CXone account. This data is used to create filters within Voxjar, allowing you to precisely define which calls are included in your data collection queues.
The following CXone fields are synced and available as Queue filters in Voxjar:
Campaign: Filter calls based on the associated CXone campaign.
Skill: Target calls handled by specific CXone skills.
Disposition: Include or exclude calls based on their final disposition.
Team: Focus on calls handled by specific CXone teams.
End Reason: Filter based on the reason the call ended.
Transfer Indicator Name: Select calls that include a specific transfer indicator.
Agent: Filter for calls by agent.
Other Synced Data: The integration syncs 24 other fields, like abandoned oand holdSeconds, but Queues currently only support filters on string data, so those fields are synced for use in other parts of the product and not useful for filtering calls.
Creating Data Collection Queues
Once your CXone integration is connected and the data is synchronized, you can start creating data collection queues in Voxjar. These queues define which calls will be analyzed by Voxjar's AI.
There are two main types of data collection queues:
Auto Queues: These queues run on a predefined schedule (e.g., daily, weekly). They automatically collect and analyze calls matching your filter criteria. This is ideal for ongoing monitoring and performance tracking.
Ad-hoc Queues: These queues run once, immediately. They are useful for analyzing a specific set of calls or investigating a particular issue.
Example Filter Combinations:
High-Value Customer Interactions: Filter for calls with a specific Campaign (e.g., "VIP Customers") and a Disposition indicating a successful sale (e.g., "Order Placed").
Training Opportunities: Filter for calls handled by a particular Team and an End Reason suggesting a customer service issue (e.g., "Escalated to Supervisor").
Specific Skill Performance: Isolate calls handled by a new Skill to monitor its effectiveness.
Troubleshooting
No Data Appearing: If you're not seeing any calls in your queues, double-check your filter criteria. Ensure that the values you're using match the data in CXone exactly. Also, verify that the integration is still connected.
Sync Issues: If data seems out of date you can re-sync your integration from the integrations page or contact support.
By following these steps, you can effectively integrate Voxjar with your CXone account and leverage your interaction data for AI-powered analysis. If you have any further questions, please contact Voxjar support.