sales-nice-cxone

name	sales-nice-cxone
description	NICE CXone (Mpower) platform help — full CCaaS with omnichannel routing, WFM, quality management, AI analytics, digital engagement, and virtual agents. Use when setting up NICE CXone ACD routing or IVR, WFM forecasting and scheduling not working, quality management scorecards not scoring correctly, CXone Copilot freezing agent UI, comparing NICE CXone pricing tiers (Digital through Complete, per-agent/mo), integrating CXone with Salesforce or other CRM, CXone reporting hard to understand, or audio quality issues on CXone calls. Do NOT use for building a general coaching program (use /sales-coaching) or reviewing a specific call transcript (use /sales-call-review).
argument-hint	[describe what you need help with in NICE CXone]
license	MIT
version	1.0.1
tags	["sales","contact-center","ccaas","qa","platform"]
github	https://github.com/nice-devone

NICE CXone Platform Help

Step 1 — Gather context

If references/learnings.md exists, read it first for accumulated platform knowledge.

1. What do you need help with?

   • A) ACD routing, IVR, or omnichannel setup
   • B) Workforce management (WFM) — forecasting, scheduling, adherence
   • C) Quality management (QM) — scorecards, evaluations, coaching
   • D) CXone Copilot / AI features
   • E) Digital engagement (chat, email, social, SMS)
   • F) Recording (voice + screen)
   • G) Reporting and analytics
   • H) API integration or SDK setup
   • I) Pricing comparison or tier selection
   • J) Salesforce or CRM integration
   • K) Comparing CXone to another platform (Five9, Genesys, Talkdesk)
   • L) Other

2. What's your current setup?

   • A) Evaluating whether to buy
   • B) New — haven't started implementation
   • C) In implementation
   • D) Running but having issues
   • E) Expanding to new modules

3. Contact center size?

   • A) Small (< 50 agents)
   • B) Mid-size (50-200 agents)
   • C) Large (200-1,000 agents)
   • D) Enterprise (1,000+ agents)

Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.

Step 2 — Route or answer directly

Problem domain	Route to
Building a coaching program or training cadence	/sales-coaching {user's question}
Reviewing a specific call transcript for coaching	/sales-call-review {user's question}
Choosing between note-taker/conversation intelligence platforms	/sales-note-taker {user's question}
General CRM/tool integration patterns (Zapier, webhooks)	/sales-integration {user's question}
Observe.AI overlay for contact center QA	/sales-observe-ai {user's question}

Otherwise, answer directly using the platform reference below.

Step 3 — NICE CXone platform reference

Read references/platform-guide.md for the full platform reference — modules, pricing, integrations, data model, workflows.