Overview
This brochure details the enhanced integration between NiCE CXone ACD and NiCE Workforce Management (IEX), introducing a fundamental shift in how contact center statistics are reported and consumed across all channels. The integration replaces the legacy "When Contact Ended" reporting model with NiCE's patented True to Interval (TTI) paradigm, ensuring that handle time, queue delay, and service level data are captured in the interval in which they occur — delivering greater forecasting, planning, and scheduling accuracy.
CXone ACD is the first sending system to provide a complete omnichannel picture, covering voice and 30+ digital channels through a unified data stream. Key capabilities include enhanced digital interval statistics, updated real-time integration for full digital awareness, and enablement of the Workforce Management (IEX) Digital Channel Management (DCM) feature.Inside, contact center operations leaders, WFM managers, and IT teams will find a side-by-side comparison of the legacy WCE and new TTI integration models, a breakdown of features and benefits by Workforce Management (IEX) version (7.4.x and 8.0 and later), and guidance on how the integration supports blended contact center environments — including omni-session and asynchronous handling.
