FAQs

Agent Workspace (Embedded) (Agent Embedded) is the next-generation agent application native to NiCE CXone. It replaces legacy agent applications such as MAX. Agent Workspace (Embedded) (Agent Embedded) supports all the core capabilities of the legacy agent applications but is also equipped with additional functionality for modern contact centers.

The application's name is Agent Workspace (Embedded) (Agent Embedded). When installed in Salesforce, it is called Agent Workspace for Salesforce. The name CX Agent is incorrect. The name CXone Agent Embedded is incorrect as of the 25.1 release.

When compared to MAX and other legacy agent applications, Agent Workspace (Embedded) (Agent Embedded) offers an improved experience through:

• A fresh, modern design with enhanced usability and suite integrations.

• A single display for voice and digital interactions.

• A Core Component Framework that allows all Agent Workspace (Agent) Suite applications to share the same code base. This means your organization can use more than one Agent Workspace (Agent) Suite application and experience the same design, features, and functionality in each app.

• Workflows that provide pre-built connections to CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories. and other external systems. With these workflows, you can search, surface, and interact with data and processes from these systems.

• A single customer card that offers agents a full view of the customer journey and other helpful content.

• A responsive design that allows agents to resize the application to fit their preference.

• Support for mobile devices.

• An embedded Workforce Engagement (CXone) (WEM) agent space.

• Embedded NiCE CXone AI applications, including Copilot for Agents and Automated Summary (AutoSummary).

The Agent Workspace (Agent) Suite offers multiple agent applications to meet your needs. These include:

• Agent Workspace (Agent): The standalone, browser-based agent application.

  • Agent Workspace (Agent) Progressive Web App: Agent Workspace (Agent) packaged as a progressive web app (PWA). It offers some of the benefits of a native OS app, such as running in the background and launching from a shortcut.

• Agent Workspace (Embedded) (Agent Embedded): Agent Workspace (Agent) embedded inside a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories..

  • Agent Workspace (Agent) for Kustomer: Agent Workspace (Embedded) (Agent Embedded) installed in Kustomer.

  • Agent Workspace (Agent) for Oracle: Agent Workspace (Embedded) (Agent Embedded) installed in Oracle.

  • Agent Workspace (Agent) for Microsoft Dynamics: Agent Workspace (Embedded) (Agent Embedded) installed in Microsoft Dynamics.

  • Agent Workspace for Salesforce: Agent Workspace (Embedded) (Agent Embedded) installed in Salesforce.

  • Agent Workspace (Agent) for ServiceNow: Agent Workspace (Embedded) (Agent Embedded) installed in ServiceNow.

  • Agent Workspace (Agent) for Zendesk: Agent Workspace (Embedded) (Agent Embedded) installed in Zendesk.

• Agent Workspace for Microsoft Teams (Agent for Microsoft Teams): Agent Workspace (Agent) embedded inside Microsoft Teams.

• Agent Workspace (Browser Extension) (Agent Integrated): The browser extension version of Agent Workspace (Agent).

In order to use Agent Workspace (Embedded) (Agent Embedded), you need:

• A User Hub system. The Agent Workspace (Agent) Suite does not work with Central.

• Dynamic Delivery enabled for your tenants High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. and business unit.

• Digital Experience (DX) set up for your organization if you use Digital Channels such as chat, email, and SMS.
• Unified Routing enabled for your business unit.
• ACD Users View, Skills View, and API Access enabled for your agents.

Agent Workspace (Embedded) (Agent Embedded) supports these channels:

• Omnichannel Routing (ACD) voice

• Omnichannel Routing (ACD) voicemail

• Omnichannel Routing (ACD) work items

• All Digital Experience (DX) channels

It does not support Omnichannel Routing (ACD) email, Omnichannel Routing (ACD) chat, or Omnichannel Routing (ACD) SMS.

With the Fall 2023 release, Agent Workspace (Embedded) (Agent Embedded) reached the same level of functionality as MAX for the supported Omnichannel Routing (ACD) channels: voice, voicemail, and work items. In the 2024.2 release, it reached nearly the same level of Digital Experience (DX) functionality. Additional MAX features will be added to Agent Workspace (Embedded) (Agent Embedded) in future releases, like the agent logging out when the browser window closes. Please note that these updates may take time.

Yes. All Agent Workspace (Agent) Suite agent applications are available for FedRAMP Moderate.

No. You must have Salesforce Lightning to use Agent Workspace for Salesforce.

With your CRM integrated with Agent Workspace (Embedded) (Agent Embedded), you can use the agent application to search, retrieve, create, and edit CRM records.

Agent Workspace (Embedded) (Agent Embedded) currently supports these CRMs:

• Kustomer

• Microsoft Dynamics

• Oracle

• Salesforce

• ServiceNow

• Zendesk

Note that Agent Workspace (Embedded) (Agent Embedded) is not yet available for installation in HubSpot. However, you can integrate HubSpot with Agent Workspace (Agent), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), and Agent Workspace (Browser Extension) (Agent Integrated).

There are two ways to integrate your CRM with Agent Workspace (Embedded) (Agent Embedded):

• Scripting using CRM APIs: This is the older method that requires custom scripting by NiCE Expert Services. If you currently have a legacy agent application integrated with a CRM through this method, that integration works for Agent Workspace (Embedded) (Agent Embedded) as well. CRM screen pops work the same as they do in MAX. No additional configuration should be needed, but make sure to test the CRM integration with Agent Workspace (Embedded) (Agent Embedded).

• Agent Workspace (Agent) Workflows: This is the newer method that involves less scripting. It also allows for more results from the CRM; it is not limited to 32,000 characters like the older method. CRM record results appear in the customer card in Agent Workspace (Embedded) (Agent Embedded), along with a screen pop in the CRM.