Migrate from NICE CXone to Gorgias

CXone Contacts map directly to Gorgias Customers. Standard fields (name, phone, email) migrate as Customer first_name, last_name, and email. Any CXone Digital Fields attached to the Contact at the ACD level migrate as Gorgias custom fields on the Customer object. We export field definitions (name, type, required flag) alongside values during the CXone API extraction phase and reapply them as typed Customer properties in Gorgias before record import. Customer.notes carries any CXone contact-level notes.

CXone Agent profiles with associated Skills and Team assignments map to Gorgias User records. We resolve CXone agent email as the User.email field and map the primary Team assignment to a Gorgias Team. CXone agent Skills do not have a Gorgias structural equivalent; we preserve skill names as a comma-delimited text field on the User record for the customer's admin to reference when rebuilding routing rules as Gorgias product tags or team segments.

CXone Skills control routing assignment and are referenced by agent profiles and IVR scripts. Gorgias has no Skills object. We export Skills as a standalone lookup table during scoping and flag every skill ID referenced in routing configuration. The customer's admin rebuilds routing logic as Gorgias product assignments, team tags, or inbox routing rules. We deliver the full Skills matrix with ID, name, and agent count as a written reference document.

CXone Queues hold interactions and assign them to Skills or Agents. Gorgias uses Inboxes and Views to segment ticket assignment. We export queue membership records and map queue names to Gorgias Inbox names or Views. Queue-level SLA targets and priority rules are flagged as Gorgias SLA policies and ticket priority mappings. Any queue-level routing scripts are documented separately as manual-rebuild items.

CXone voice call records (inbound, outbound, callback) migrate as Gorgias Ticket messages. The original call timestamp, duration, disposition code, and recording URL (if accessible) migrate as message metadata. Call recording URLs from CXone do not stream inside Gorgias; we flag recording files for separate download or re-hosting. Agent attribution migrates by resolving the CXone agent ID to the Gorgias User record established in the Owner reconciliation step.

CXone digital channel interactions (email, chat, SMS, social messaging) migrate as individual messages within a Gorgias Ticket. Each CXone interaction record contributes one message entry; multi-message email threads from CXone are consolidated into a single ticket thread preserving the message order by timestamp. Channel attribution (email, chat, SMS, social) migrates as a custom Ticket field for reporting segmentation.

CXone Digital Fields on Contacts (text, number, date, hierarchical, autocomplete, required, visibility flags) migrate to Gorgias custom fields on the Customer object. CXone hierarchical Digital Fields with parent-child values map to Gorgias multi-select or dependent picklist equivalents where supported. We reapply field labels, help text, and required flags. Note: CXone session-level custom fields tied to active interaction state do not migrate as they are transient by design.

CXone Address Books manage entity lists and agent assignments. We export address book entries and map them to Gorgias Customer segments. Dynamic address book rules (CXone expressions that auto-populate membership) are flagged as segment-rebuild requirements because Gorgias segments are manually maintained or rule-based without CXone expression syntax. Static address book entries migrate as direct segment membership.

CXone Knowledge Management articles export via API with content, categories, and status flags. We extract article body, category hierarchy, and publication status and map them to Gorgias KB articles and categories. CXone article permissions and access-control rules do not have a Gorgias equivalent and are documented for the customer's admin to reconfigure in Gorgias KB settings. Article URL slugs are preserved where possible to minimize broken internal links.

CXone WEM schedules, exception records, and agent-timezone assignments live in the Workforce Empowerment bundle and are inaccessible via API if the customer's license does not include WEM. We audit license tiers during scoping and exclude WEM objects from the migration plan if the plan does not cover them. If WEM is included, schedules are exported as a written reference document because Gorgias does not have a WEM module; the customer's admin rebuilds scheduling in a dedicated WEM tool or Gorgias's third-party integrations.

CXone Quality Management stores evaluation templates and completed forms. We export evaluation structure and historical scores as flat records in a written inventory document. Gorgias does not have a quality assurance evaluation module; the customer's QA team rebuilds scorecard criteria in a dedicated WFM/QA tool. Completed evaluation scores are preserved as historical reference data in a CSV export for the customer's reporting team.

CXone outbound campaign configurations and Do-Not-Call lists are available via CXone API on higher tiers. We export campaign metadata and DNC records as flat CSV exports. Predictive dialer logic does not transfer because Gorgias is an inbound and reactive helpdesk platform with no outbound dialing capability. DNC lists are flagged as compliance-import requirements for the customer's admin to reconfigure in any outbound tool they adopt post-migration.

CXone Studio scripts define IVR flows, routing logic, and digital workflows. Export requires manual extraction from CXone Studio or API access that is edition-gated. We flag script references in routing configuration and document which scripts require re-authoring in Gorgias. Gorgias does not support IVR; customer-facing routing trees are replaced with a help center self-service portal and triage rules that the customer's admin configures post-migration.