Project Management

Streamline contact center development with integrated project management

Introduction

The Project Management tool in CX Tools is specifically designed for contact center development workflows. It integrates with our other tools to provide a seamless environment for planning, tracking, and delivering NICE CXone implementation projects. From initial IVR design through development, testing, and deployment, our project management solution offers specialized features for contact center professionals.

Pro Tool

Project Management is available with a Pro subscription. Basic task tracking is available for free users, but advanced features require a Pro subscription.

Key Features

Specialized Project Templates

Start quickly with pre-built templates for common contact center projects: IVR implementations, speech recognition deployments, system upgrades, and integration projects.

Task Management

Create, assign, and track tasks with custom fields for contact center development. Includes specialized task types for IVR development, speech tuning, call flow implementation, and testing.

Resource Management

Manage team members and their skills, track availability, and allocate resources across projects. Specialized roles for voice designers, IVR developers, QA testers, and project managers.

Timeline & Scheduling

Interactive Gantt charts for project scheduling, with milestones for typical contact center development phases. Includes specialized views for development, testing, and deployment phases.

Tool Integration

Seamless integration with other CX Tools like IVRchitect AI, GRXML Editor, and IVR Diagrammer. Link project tasks directly to diagrams, grammars, and scripts for full traceability.

Reporting & Analytics

Comprehensive project reports with specialized metrics for contact center development: script complexity, test coverage, and performance indicators. Export reports in multiple formats.

Getting Started

Follow these steps to start managing your contact center projects:

1. Create a Project

Start by creating a new project from the Project Management dashboard:

Click "New Project" button in the top right corner
Choose a project template (IVR Development, Speech Application, etc.)
Enter project details: name, description, start/end dates
Define project phases and milestones
Add team members and assign roles

2. Set Up Task Tracking

Create and organize tasks for your project:

Navigate to the "Tasks" tab in your project
Create task groups based on project phases or components
Add detailed tasks with descriptions, assignees, and due dates
Set priorities and dependencies between tasks
Link tasks to other CX Tools resources (diagrams, scripts, grammars)

3. Track Progress

Monitor project advancement through various views:

Use the Dashboard for a high-level overview
View the Gantt chart for timeline visualization
Track task completion in the Kanban board
Monitor resource allocation in the Team view
Generate progress reports for stakeholders

4. Collaborate with Your Team

Enable effective team collaboration:

Use the Discussion tab for project-wide communication
Add comments on specific tasks
Share documents and reference materials
Set up automated notifications for task updates
Use @mentions to tag team members in comments

Project Templates

CX Tools provides specialized templates for common contact center projects:

IVR Development Project

Complete framework for building new IVR applications:

Discovery and requirements phase
Call flow design with IVR Diagrammer integration
Script development tasks
Speech recognition grammar development
Testing framework with test case templates
Implementation and deployment tasks

System Integration Project

Template for connecting contact center with external systems:

Integration requirements and data mapping
API development and documentation
Authentication and security implementation
Data transformation and validation
Testing and monitoring setup
Production deployment checklist

Speech Tuning Project

Specialized template for speech recognition optimization:

Data collection and analysis
Grammar performance evaluation
Iterative grammar refinement with SpeechSmith AI
Prompt recording and implementation
A/B testing framework
Performance measurement and reporting

Migration Project

Template for migrating from legacy systems to NICE CXone:

Legacy system analysis and mapping
Feature parity assessment
Data migration planning and execution
Script conversion and testing
Parallel testing methodology
Cutover planning and execution

Advanced Features

Custom Fields & Workflows

Tailor the project management tool to your specific needs:

Create custom fields for tracking contact center-specific metrics
Define custom task statuses and workflows
Set up approval workflows for key deliverables
Create custom project roles with specific permissions

Resource Capacity Planning

Advanced resource management capabilities:

Track team member capacity and availability
Balance workloads across multiple projects
Identify resource constraints and bottlenecks
Model resource scenarios for project planning

Risk Management

Proactively identify and mitigate project risks:

Create risk registers with probability and impact assessment
Define mitigation strategies and contingency plans
Track risk status throughout the project lifecycle
Generate risk reports for stakeholder communication

Best Practices

Project Structure

Organizing your contact center projects effectively:

Break down projects into manageable components
Use consistent naming conventions for tasks
Group related tasks into logical task groups
Set clear milestones for major deliverables
Establish dependencies to clarify workflow

Team Collaboration

Maximizing team efficiency:

Define clear roles and responsibilities
Use the discussion board for team-wide updates
Document decisions and action items
Conduct regular status meetings using project data
Encourage task commenting for context sharing

Progress Tracking

Monitoring project advancement effectively:

Update task status regularly
Track actual vs. planned timelines
Use percentage complete for in-progress tasks
Monitor critical path tasks closely
Generate weekly status reports for stakeholders

Integration with Development

Connecting project management with development work:

Link tasks to diagrams, scripts, and grammars
Update project status when artifacts change
Use version control references in task descriptions
Track test coverage against requirements
Document technical decisions in the project space

Frequently Asked Questions

How does the Project Management tool integrate with other CX Tools?

The Project Management tool seamlessly integrates with other CX Tools through direct linking. You can attach IVR diagrams, grammars, and scripts to specific tasks, creating a complete traceability matrix. Changes in linked artifacts are reflected in the project dashboard, ensuring you always have visibility into development progress.

Can I import my existing project plans?

Yes, you can import existing project plans from several formats including Microsoft Project, Excel, and CSV files. The import wizard will guide you through mapping your existing task structure to the CX Tools format. For complex projects, you can schedule a session with our support team to assist with the migration.

How many users can collaborate on a project?

With the Pro subscription, you can add unlimited team members to your projects. Each user can be assigned specific roles and permissions, controlling what they can view and edit. This makes it suitable for both small teams and large enterprise projects with dozens of contributors.

Can I customize the project dashboard?

Yes, the project dashboard is fully customizable. You can select which metrics and charts to display, arrange widgets according to your preferences, and save multiple dashboard configurations for different purposes (e.g., developer view, management view, client view). Each team member can also customize their personal dashboard.