Migrate from NICE CXone to Zoho Desk

CXone Agent profiles export with Skills, Teams, and security group assignments. We map each CXone agent email to a Zoho Desk Agent record, resolving the role assignment (Support Administrator, Agent, or Light Agent) based on the CXone agent's permission level. CXone Skills are preserved as a custom multi-select field on the Zoho Desk Agent since Zoho Desk assigns agents to Departments rather than Skills. Any CXone agent without an email match in the destination is held in the reconciliation queue.

CXone Contacts map directly to Zoho Desk Contacts. Standard fields (name, phone, email, address) migrate cleanly. CXone Digital Fields (custom properties) export with field definitions (name, type, required flag) and reapply as Zoho Desk custom fields with cf_ prefix. We flag any CXone Contact-level custom field referencing an external system lookup and remap it to a Zoho Desk lookup or custom field per the customer's scoping decision.

CXone Skills define routing assignment and are referenced by agent profiles, Studio Scripts, and Queues. We export Skills as a lookup table and map them to Zoho Desk Departments, which provide the primary grouping mechanism for tickets and agents in Zoho Desk. Multiple CXone Skills can map to a single Zoho Desk Department (many-to-one) if the routing logic is simplified during migration. We document the full Skill-to-Department mapping for the admin's review and flag any Skill with complex branching that cannot be expressed as a simple department assignment.

CXone Queues hold interactions and assign them to Skills or Agents. We export queue membership records and map Queue to Zoho Desk Teams (the assignment group within a Department). Queue-level SLAs and priority rules are preserved as Zoho Desk SLA Policies mapped by Department, with the caveat that Zoho Desk SLA calculation is calendar-based rather than business-hours-based on lower tiers.

CXone ACD interactions (voice calls, chat sessions, digital messages) export as interaction records via the CXone ACD API. We sequence each interaction as a Zoho Desk Ticket, with the interaction timestamp preserved in ticket.createdTime (with a note that Zoho Desk's Zwitch migration wizard cannot migrate Created_at dates by default, requiring a customization to embed the original timestamp in a comment). Call disposition, duration, and wrap-up codes migrate as Ticket custom fields or first comment entries.

CXone supports ingesting historical call records from Verint, Genesys, Calabrio, Red Box, and Avaya via its Migrated Calls feature. For migration into Zoho Desk, we treat these as a source of historical Tickets. Each ingested call record becomes a Ticket with the original system of record noted in the comment thread. Call recordings do not transfer to Zoho Desk (which has no native call recording storage); we flag recording URLs as a custom field for linking to an external storage solution post-migration.

CXone Address Books manage entity lists and agent assignments. Address Book entries map to Zoho Desk Accounts (the organizational-level object). The CXone Address Book name becomes the Account name; entries with contact details map to linked Contact records. Dynamic Address Book rules (which auto-populate based on criteria) do not migrate and are flagged as a configuration item for the admin to rebuild using Zoho Desk's assignment rules or a Zoho CRM integration.

CXone custom objects export via the ACD API on tiers that support Digital Fields and custom data structures. We map these to Zoho Desk custom modules, pre-creating the destination schema (with cf_ API name convention), custom fields, and any lookup relationships before data import. If a CXone custom object references a Contact or Agent via a foreign key, we resolve that reference to the migrated Zoho Desk record ID at migration time. Tier-gated access to custom objects is audited during scoping.

CXone Knowledge Management articles export via API with content, categories, and status flags. We map article content to Zoho Desk Knowledge Base articles and preserve the category hierarchy. Note from Zoho's Zwitch documentation: KB article attachments will not migrate. We extract attachment URLs and document them in a handoff note for the admin to re-attach post-migration. Article status (published, draft, archived) migrates as Zoho Desk article status.

CXone Workforce Empowerment schedules, time-off balances, and agent-timezone assignments live inside the WEM bundle (Core Suite and above, $169/user/month). These objects are inaccessible via API if the customer's current license does not include WEM, and they do not map to Zoho Desk entities. We exclude WEM objects from the migration plan and deliver a written schedule inventory with timezone and exception data extracted as a CSV for manual reference. The customer rebuilds schedule rules in Zoho Desk's calendar or an integrated WFM tool if required.

CXone Quality Management stores evaluation templates and completed scorecards. We export the evaluation structure and historical score data as flat records and deliver them as a CSV inventory. Zoho Desk has no native quality management module; scorecards do not migrate as functional objects. We document the evaluation criteria and historical scores so the customer can use them as reference data if implementing a third-party QA tool or rebuilding scorecards in Zoho Desk custom fields.

CXone outbound campaign configurations and Do-Not-Call lists are available via API on higher tiers. Predictive dialer logic, campaign schedules, and DNC rules do not map to Zoho Desk entities (which is an inbound help desk, not an outbound dialer). We export DNC records as a CSV for the customer's compliance team to upload to their chosen outbound platform. Campaign metadata is documented as a configuration handoff item.