When you switch from CXone Central (orange) to CXone Central (blue), the navigation structure changes. The following video provides a visual preview for the new navigation. Note that the availability of options in both environments depends on features enabled in your environment and in individual users' security profiles.
The following table shows how the CXone Central (orange) links map to the CXone Central (blue) links.
| Page | CXone Central (orange) | CXone Central (blue) |
|---|---|---|
| Supervisor | In the left side navigation, Launch Supervisor | In the app launcher, LAUNCH SUPERVISOR in the app launcher in the top right corner |
| Thin Agent/MAX | In the left side navigation, Launch Agent | In the app launcher, LAUNCH AGENT |
| <User Name> | In the left side navigation, My Account → <User Name> | In the Admin application, My Account |
| <Business Unit Name> | In the left side navigation, My Account → <Business Unit Name> | In the ACD application, ACD Configuration → Business Units |
| Messages | In the left side navigation, Messages | Messages feature no longer supported |
| Help | In the left side navigation, Help | In the app launcher, the Help icon (indicated by a question mark). |
| Logout | In the left side navigation, Logout | In the user menu, Logout |
| Home | Admin → Home | In the Reporting application, Dashboards |
| Users | Admin → Users → Users |
In the Admin application, Users |
| Teams | Admin → Users → Teams | In the Admin application, Teams |
| Groups | Admin → Users → Groups | In the Admin application, Groups |
| Locations | Admin → Users → Locations | In the Admin application, Locations |
| Unavailable Codes | Admin → Users → Unavailable Codes | In the ACD application, ACD Settings → Unavailable Codes |
| Stations | Admin → Users → Stations | In the ACD application, ACD Settings → Unavailable Codes |
| Station Profiles | Admin → Users → Station Profiles | In the ACD application, ACD Settings → Station Profiles |
| Address Books | Admin → Users → Address Books | In the ACD application, ACD Settings → Address Books |
| Security Profiles | Admin → Users → Security Profiles | In the Admin application, Security Profiles |
| Support Profiles | Admin → Users → Support Profiles | In the Admin application, Support Profiles |
| Manage Users' Environments | Admin → Users → Manage Users' Environments | WFO-related menu items no longer supported |
| Agent Messages | Admin → Communications → Agent Messages | In the ACD application, Agent Messaging |
| Quick Replies | Admin → Communications → Quick Replies | In the ACD application, ACD Settings → Quick Replies |
| Browse Files | Admin → Files & Folders → Browse Files | In the ACD application, Retention → Browse Files |
| Usage Summary | Admin → Files & Folders → Usage Summary | In the ACD application, Retention → File Storage |
| File Storage | Admin → Folders & Files → File Storage | In the ACD application, Retention → File Storage |
| File Retrieval | Admin → Files & Folders → File Retrieval | In the ACD application, Retention → File Retrieval |
| Secure External Access | Admin → Files & Folders → Secure External Access | In the ACD application, Retention → Secure External Access |
| Business Units | Admin → Account Settings → Business Units | In the ACD application, ACD Configuration → Business Units |
| DB Connectors | Admin → Account Settings → DB Connectors | In the ACD application, ACD Configuration → DB Connectors |
| Agent Patterns | Admin → Account Settings → Agent Patterns | In the ACD application, ACD Settings → Agent Patterns |
| API Applications | Admin → Account Settings → API Applications | In the ACD application, ACD Configuration → API Applications |
| SMS Registrations | Admin → Account Settings → SMS Registrations | In the ACD application, Contact Settings → SMS Registrations |
| Notification Settings | Admin → Workforce Intelligence → Notification Settings | In the WFI application, Notification Settings |
| Data Points | Admin → Workforce Intelligence → Data Points | In the WFI application, Data Points |
| Rules | Admin → Workforce Intelligence → Rules | In the WFI application, Rules |
| Pending Rule Actions | Admin → Workforce Intelligence → Pending Rule Actions | In the WFI application, Pending Rule Actions |
| Software and Updates | Admin → Support → Software and Updates | In the ACD application, Support → Software Updates |
| Preview Updates | Admin → Support → Software and Updates → Preview Updates | In the ACD application, Support → Preview Updates |
| Browser Compatibility Test | Admin → Support → Browser Compatibility Test | In the ACD application, Support → Browser Compatibility Test |
| Agent Issues | Admin → Support → Agent Issues | In the ACD application, Support → Agent Issues |
| Account Settings | Admin → Support → Account Setings | In the Admin application, My Account |
| Documentation | Admin → Support → EXTERNAL LINKS → Documentation | In the header, the Help icon (indicated by a question mark). |
| Developers Portal | Admin → Support → EXTERNAL LINKS → Developers Portal | In the user menu, Developers Portal |
| Skills | Routing → Skills | In the ACD application, Contact Settings → Skills |
| Campaigns | Routing → Campaigns | In the ACD application, Contact Settings → Campaigns |
| Dispositions | Routing → Dispositions | In the ACD application, Contact Settings → Dispositions |
| Points of Contact | Routing → Points of Contact | In the ACD application, Contact Settings → Points of Contact |
| Scripts | Routing → Scripts | In the ACD application, Contact Settings → Scripts |
| Script Schedules | Routing → Script Schedules | In the ACD application, Contact Settings → Script Schedules |
| Hours of Operation | Routing → Hours of Operation | In the ACD application, Contact settings → Hours of Operation |
| Chat Profiles | Routing → Chat Profiles | In the ACD application, Contact Settings → Chat Profiles |
| Tags | Routing → Tags | In the ACD application, Contact Settings → Tags |
| Skill Control | Personal Connection → Outbound → Skill Control | In the ACD application, Outbound → Skill Control |
| Skill Channel Settings | Personal Connection → Outbound → Skill Channel Settings | In the ACD application, Outbound → Skill Channel Settings |
| Message Templates | Personal Connection → Outbound → Message Templates | In the ACD application, Outbound → Message Templates |
| Calling Lists | Personal Connection → Lists → Calling | In the ACD application, Lists → Calling |
| Process Queue | Personal Connection → Lists → Process Queue | In the ACD application, Lists → Process Queue |
| Call Suppression | Personal Connection → Lists → Call Suppression | In the ACD application, Lists → Call Suppression |
| DNC | Personal Connection → Lists → DNC | In the ACD application, Lists → DNC |
| Custom Data Definitions | Personal Connection → Lists → Custom Data Definitions | In the ACD application, Lists → Custom Data Definitions |
| WFO | WFO | No longer supported |
| Active Agents Report | Reporting/Analytics → Canned Reports → AGENT → Active Agents | In the Reporting application, Prebuilt Reports → Active Agents |
| Agent Snapshot Report | Reporting/Analytics → Canned Reports → AGENT → Agent Snapshot | In the Reporting application, Prebuilt Reports → Agent Snapshot |
| Agent Summary Report | Reporting/Analytics → Canned Reports → AGENT → Agent Summary | In the Reporting application, Prebuilt Reports → Agent Summary |
| Agent Time Card Report | Reporting/Analytics → Canned Reports → AGENT → Agent Time Card | In the Reporting application, Prebuilt Reports → Agent Time Card |
| Agent Unavailable Time Report | Reporting/Analytics → Canned Reports → AGENT → Agent Unavailable Time | In the Reporting application, Prebuilt Reports → Agent Unavailable Time |
| Agents by Team Report | Reporting/Analytics → Canned Reports → Agent Unavailable Time | In the Reporting application, Prebuilt Reports → Agents by Team |
| Campaign Performance Report | Reporting/Analytics → Canned Reports → AGENT → Campaign Performance | In the Reporting application, Prebuilt Reports → Campaign Performance |
| Campaign Summary by Campaign Report | Reporting/Analytics → Canned Reports → AGENT → Campaign Summary by Campaign | In the Reporting application, Prebuilt Reports → Campaign Summary by Campaign |
| Campaign Summary by Skill Report | Reporting/Analytics → Canned Reports → AGENT → Campaign Summary by Skill | In the Reporting application, Prebuilt Reports → Campaign Summary by Skill |
| Configured Stations Report | Reporting/Analytics → Canned Reports → AGENT → Configured Stations | In the Reporting application, Prebuilt Reports → Configured Stations |
| Forced Logouts Report | Reporting/Anlaytics → Canned Reports → AGENT → Forced Logouts | In the Reporting application, Prebuilt Reports → Forced Logouts |
| Promise Keeper Report | Reporting/Analytics → Canned Reports → AGENT → Promise Keeper | In the Reporting application, Prebuilt Reports → Promise Keeper |
| Skill Performance Report | Reporting/Analytics → Canned Reports → AGENT → Skill Performance | In the Reporting application, Prebuilt Reports → Skill Performance |
| Skill Proficiencies Detail Report | Reporting/Analytics → Canned Reports → AGENT → Skill Proficiencies Detail | In the Reporting application, Prebuilt Reports → Skill Proficiencies Detail |
| Skill Proficiences Summary Report | Reporting/Analytics → Canned Reports → AGENT → Skill Proficiencies Summary | In the Reporting application, Prebuilt Reports → Skill Proficiencies Summary |
| Skills by Campaign Report | Reporting/Analytics → Canned Reports → AGENT → Skills by Campaign | In the Reporting application, Prebuilt Reports → Skills by Campaign |
| Supervisor Snapshot Report | Reporting/Analytics → Canned Reports → AGENT → Supervisor Snapshot | In the Reporting application, Prebuilt Reports → Supervisor Snapshot |
| Teams and Unavailable Codes Report | Reporting/Analytics → Canned Reports → AGENT → Teams and Unavailable Codes | In the Reporting application, Prebuilt Reports → Teams and Unavailable Codes |
| Billing Report | Reporting/Analytics → Canned Reports → ACCOUNT → Billing | In the Reporting application, Prebuilt Reports → Billing |
| Cluster Search Report | Reporting/Analytics → Canned Reports → ADMIN → Cluster Search | In the Reporting application, Prebuilt Reports → Cluster Search |
| CPNI Audit History Report | Reporting/Analytics → Canned Reports → ADMIN → CPNI Audit History | In the Reporting application, Prebuilt Reports → CPNI Audit History |
| Refusal Stats Report | Reporting/Analytics → Canned Reports → ADMIN → Refusal Stats | In the Reporting application, Prebuilt Reports → Refusal Stats |
| Active Contacts Report | Reporting/Analytics → Canned Reports → CONTACT → Active Contacts | In the Reporting application, Prebuilt Reports → Active Contacts |
| Call Quality Explorer Report | Reporting/Analytics → Canned Reports → CONTACT → Call Quality Explorer | In the Reporting application, Prebuilt Reports → Call Quality Explorer |
| Contact History Report | Reporting/Analytics → Canned Reports → CONTACT → Contact History | In the Reporting application, Prebuilt Reports → Contact History |
| Email Interruptions Report | Reporting/Analytics → Canned Reports → CONTACT → Email Interruptions | In the Reporting application, Prebuilt Reports → Email Interruptions |
| ASR Tuning Report | Reporting/Analytics → Canned Reports → IVR/ASR → ASR Tuning | In the Reporting application, Prebuilt Reports → ASR Tuning |
| IVR Press Path Report | Reporting/Analytics → Canned Reports → IVR/ASR → IVR Press Path | In the Reporting application, Prebuilt Reports → IVR Press Path |
| Performance Report | Reporting/Analytics → Canned Reports → QUALITY → Performance | WFO-related menu items no longer supported |
| Satisfaction Reports | Reporting/Analytics → Canned Reports → Satisfaction → All reports | WFO-related menu items no longer supported |
| Custom Report Templates | Reporting/Analytics → Custom Reporting → Report Templates | In the Reporting application, Custom Reports → Report Templates |
| Executed Custom Reports | Reporting/Analytics → Custom Reporting → Executed Reports | In the Reporting application, Custom Reports → Executed Reports |
| Custom Report Schedules | Reporting/Analytics → Custom Reporting → Schedules | In the Reporting application, Custom Reports → Schedules |
| SFTP Accounts | Reporting/Analytics → Custom Reporting → SFTP Accounts | In the Reporting application, Custom Reports → SFTP Accounts |
| Custom Report Categories | Reporting/Analytics → Custom Reporting → Categories | In the Reporting application, Custom Reports → Categories |
| Custom Report Headers | Reporting/Analytics → Custom Reporting → Headers | In the Reporting application, Custom Reports → Headers |
| Dashboards | Reporting/Analytics → Dashboards | In the Reporting application, Dashboards |
| Data Download Report Schedules | Reporting/Analytics → Data Download → SCHEDULES → Report Schedules | In the Reporting application, Data Downloads → Report Schedules |
| Data Download Schedule Run History Report | Reporting/Analytics → Data Download → SCHEDULES → Schedule Run History Report | In the Reporting application, Data Downloads → Schedule Run History Report |
| Data Download | Reporting/Analytics → Data Download → ADMIN → Data Download | In the Reporting application, Data Downloads → Data Download |
| Data Download Custom Reports | Reporting/Analytics → Data Download → ADMIN → Data Download Custom Reports | In the Reporting application, Data Downloads → Data Download Custom Reports |
| Call Suppression Audit History Report | Reporting/Analytics → Outbound → Call Suppression Audit History Report | In the Reporting application, Outbound → Call Suppression Audit History Report |
| Abandon Rate Compliance Report | Reporting/Analytics → Outbound → Abandon Rate Compliance Report | In the Reporting application, Outbound → Abandon Rate Compliance Report |
| Outbound Report Store | Reporting/Analytics → Outbound → Outbound Report Store | In the Reporting application, Outbound → Outbound Report Store |
| Rule Action History Report | Reporting/Analytics → Workforce Intelligence → Rule Action History | In the Reporting application, Workforce Intelligence → Rule Action History |
| Rule Action Summary Report | Reporting/Analytics → Workforce Intelligence → Rule Action Summary Report | In the Reporting application, Workforce Intelligence → Rule Action Summary Report |
| Custom | Reporting/Analytics → Custom | In the Reporting application, Extensible Report |
