NICE CXone Agent SDK

• Official SDK Documentation
• NPM package
• Sample Web App

Requirements

• TypeScript 4.7
• Runtime: ES2022 (WebSocket, Intl, Promise, EventTarget, CustomEvent, JSON, Date, etc.)
• Custom application bundler (webpack, create-react-app, etc.)

This is the official README file for the @nice-devone/agent-sdk library. This agent SDK empowers developers to integrate CXone Agent functionalities within their custom applications.

Features

• ACD (Automatic Call Distribution): Manage incoming calls, queues, and agent states. The Agent SDK streamlines ACD operations by providing a more abstract layer.
• Call Control: Initiate, answer, hold, transfer, and perform other call actions.
• CXone Client Interaction: Interact with the CXone platform using the CXoneClient class.
• Notifications: Receive and manage various notifications relevant to agents (e.g., call alerts, work item updates).
• Agent Copilot: Utilize Agent Copilot features (implementation details might depend on specific integrations).
• Agent State Management: Set and manage agent states (available, unavailable, etc.).
• Observables: Leverage observables for handling asynchronous data streams.
• Feature Toggles: Enable or disable functionalities based on configuration.
• Reporting: Access and utilize CXone reporting functionalities.
• Dynamic Directory: Interact with the CXone directory service for contact lookup.
• Presence Synchronization: Synchronize agent presence information across applications.

Installation

npm install @nice-devone/agent-sdk

Usage

1. Import necessary modules:

import {
  AcwType,
  AgentLegService,
  BulkReplyHistoryResponse,
  BulkReplyResponse,
  CcfLogger,
  ContactService,
  ContactType,
  CXoneClient,
  CXoneContact,
  CXoneNotificationManager,
  CXoneProductFeature,
  CXoneTenant,
  DispositionService,
  FeatureToggleService,
  ObservableValue,
  PersonalConnectionService,
  SkillService,
  VoiceControlService,
  VoiceService,
} from '@nice-devone/agent-sdk';

2. Initialize CXone Client:

const cxoneClient = CXoneClient.instance;
await cxoneClient.init('your_authorization_token'); // Replace with your actual token

3. Leverage SDK functionalities:

Explore the available classes and methods within the library to interact with CXone ACD functionalities.

Documentation

For comprehensive API documentation, consult the following resources:

• Official Developer Portal: The NICE CXone Developer Portal provides detailed API documentation for the Agent SDK: link to official API documentation.

Compatibility

This SDK is likely compatible with specific CXone ACD versions. Refer to the documentation for supported versions.

License

Check the license file for specific terms regarding the use of this SDK.

Additional Notes

Consider exploring the codebase (src/lib/) for a more comprehensive understanding of the functionalities offered.