Part 1: Submit the CXone Application Registration form
As stated on the Application Registration documentation, that will require submitting the CXone Application Registration form:
Go through each of the steps on the form.
The application name can be customized to anything descriptive and useful, such as
MaestroQA Integration
.The tenancy of the application may be set to
Single Tenant
.When asked if the tenant in the FedRAMP environment, select
No
(unless your NICE inContact account is a dedicated U.S. Government FedRAMP account).For authentication method, select
client_secret_basic
.Select all of the following CXone ACD API scopes:
AdminApi
AuthenticationApi
ReportingApi
For the type of application, select
Back-end
.Submit the registration form, and check your email inbox for emails from ApplicationRegistration@nice.com over the next few days.
The files sent from ApplicationRegistration@nice.com will contain the Client ID and Client Secret.
Part 2: Create an Access Key
After obtaining the information from Part 1, follow the steps outlined in the Manage Access Keys documentation to generate a new access key for use with MaestroQA.
When selecting permissions, ensure the following are included:
On the
Admin
tabnext to
Employees
selectView
.
On the
Search & Playback
tabnext to
Play/download recordings
selectDownload
.next to
Extract interaction metadata
toggle the switch toOn
.
This process will provide the Access Key ID and the Secret Access Key.
Part 3: Retrieve your Business Unit Number
You can find your Business Unit Number by logging in to the DEVone portal and looking in the upper left corner as shown here:
Otherwise, you may have to log in to an administrator account to access the Business Unit Details tab.
Part 4: Enter credentials into MaestroQA
Go to https://app.maestroqa.com/settings/integrations and select "NICE inContact".
Submit the following information:
Business Unit Number
Access Key ID
Secret Access Key
Client ID
Client Secret