Skip to main content
Connect your NICE CXOne tenant to Operata so Interaction records stream in automatically and the Agent Experience Collector on each agent endpoint forwards machine, network, and softphone telemetry tagged with your Operata Group ID.
The full step-by-step NICE CXOne install runbook is not yet documented. Contact Operata Support to coordinate the integration; the engineering team handles the tenant-side configuration alongside you while this page is being written.

​
Before you start

  • An Operata account with Admin role and your Operata Group ID.
  • A NICE CXOne tenant with admin access to MAX Agent configuration, WebRTC Softphone settings, User Management, and Studio scripts where applicable.
  • The NICE CXOne integration overview read end to end.

​
Steps

  1. Provision the Operata Group ID in your NICE CXOne tenant. Contact Operata Support to receive the per-tenant configuration that binds NICE CXOne Interaction records to your Operata Group ID.
  2. Deploy the Agent Experience Collector to each agent endpoint. Install the Operata browser extension on every agent’s machine. See Chrome extension or Edge extension.
  3. Configure the MAX WebRTC Softphone. Operata Support provides the softphone configuration values; apply them in your NICE CXOne tenant under Studio and WebRTC settings.
  4. Place a test Interaction. Run a test interaction through MAX Agent. Operata records the Interaction within five minutes of Interaction end.

​
Verify

In the Operata console, open Contacts and filter to the last 10 minutes. Your test Interaction appears with contact.id.current matching the NICE CXOne contact ID, accountProperties.operataGroupId matching your Group ID, and serviceAgent populated with the endpoint’s machine, browser, and network details.