Use. CXone Guide can be configured to anticipate where customers may need assistance during the online journey and proactively guide customers with content either from the knowledgebase or a web page. An offer occurs when a rule proactively invites a customer, while on the website or mobile app, to engage with a digital asset such as content, a bot, a business application or contact center agents. Each offer is counted as one. Click throughs are not counted as additional separate offers.
Data Retention. NICE may delete User Information which is older than 18 months. Deleted User Information may no longer be available. As used herein, “User Information” means all information and data collected by Customer and stored as a part of the CXone Guide-specific Cloud Services. Customers wishing to have access to User Information beyond 18 months should configure the appropriate export or reporting option from within CXone Guide prior to any periodic deletion by NICE.
