NICE CXone
PreferredEnterprise CCaaS with rich real-time agent and skill data.
Setup time
~15 minutes
Auth method
Access
Agent matching
Email (automatic)
Live dashboard
Full support
What you get
- Automatic call ingestion
- Recording download for AI scoring
- Email-based agent matching
- Real-time agent status with ACW detection
- Live skill-queue stats including SLA and abandon rate
- Real-time agent status
- Live queue stats
Credentials you'll need
These are the values you'll paste into Call Coach IQ when setting up the integration. Gather them from NICE CXone before starting.
Your CXone API base URL, e.g. https://api-{region}.niceincontact.com
Example: https://api-na1.niceincontact.com
Generated in CXone Admin → Security → Access Keys.
Shown once when you create the Access Key — copy it immediately.
Found in CXone Admin → Tenant Management → Tenant ID field.
Step-by-step setup
Follow these steps in your NICE CXone account, then enter the credentials in Call Coach IQ → Admin → System & Data → Third-Party API Integration.
- 1
Open Security → Access Keys
In the CXone admin portal go to Admin → Security → Access Keys and click Add.
CXone Admin - 2
Create an API access key
Name it "Call Coach IQ", assign the roles: Read Agents, Read Contacts, Read Real-Time Data. Copy the Key ID and Secret.
💡 The Secret is shown only on creation — paste it somewhere safe before closing.
- 3
Find your Tenant ID
Go to Admin → Tenant Management and copy the Tenant ID shown at the top of the page.
- 4
Enter credentials in Call Coach IQ
In Admin → System & Data, select NICE CXone and paste all four values.
Not what you're looking for? Request a new integration
Ready when you are
Try it free with a real call — no account, no setup. Or book a demo to walk through the platform on your own data.