Migrate your NICE CXone data

Contacts are the primary person-level object in CXone. Standard fields (name, phone, email, custom properties) export cleanly via ACD API. We preserve all custom Contact-level Digital Fields as labeled properties during import.

Agent profiles export with Skills, Teams, and security group assignments. We map Owner/User IDs from CXone to the destination system and validate that assigned Skills exist in the target environment before import.

Skills control routing assignment and are referenced by agent profiles and Scripts. We export Skills as a standalone lookup table and remap skill IDs during import since destination systems use different naming conventions.

CXone Studio scripts define IVR flows, routing logic, and digital workflows. Export requires manual extraction from Studio or API. We flag script references in routing configuration and note which scripts may need recreation or remapping in the destination.

Queues hold interactions and assign them to Skills or Agents. We export queue membership records and remap queue IDs to destination equivalents, flagging any queue-level SLAs or priority rules that need reconfiguration.

Custom fields attach to Contacts and capture session-level data. We export field definitions (name, type, required flag) alongside values and reapply them as custom Contact properties in the destination CRM or helpdesk.

Address Books manage agent assignments and entity lists. Export via ACD API is available. We map address book entries to equivalent lists or segments in the destination and flag dynamic address book rules that require manual recreation.

CXone supports ingesting historical call records from Verint, Genesys, Calabrio, Red Box, and Avaya via its Migrated Calls feature. We sequence these records through the supported import paths and flag any unsupported source formats upfront.

WEM schedules and exception records export from CXone WFM modules. We map schedule templates and agent-timezone assignments, noting that schedule rule configuration typically requires re-authoring in the destination WFM tool.

CXone Quality Management stores evaluation templates and completed forms. We export the evaluation structure and historical scores as flat records and map them to the destination QA schema, flagging any custom scoring rubrics for manual review.

CXone Knowledge Management articles export via API. We extract article content, categories, and status flags and map them to KB categories in Zendesk, Freshdesk, or the destination platform, preserving published/draft status where supported.

Outbound campaign configurations and Do-Not-Call lists are available via CXone API on higher tiers. We export campaign metadata and DNC records, noting that predictive dialer logic does not transfer across platforms and requires reconfiguration.