CXone Agent Integrated for Administrators

This overview is for administrators. If you're an agent, learn about agent tasks in CXone Agent Integrated.

CXone Agent Integrated is a native agent application for use with CXone. It is a browser extension. It enables agents to interact with contacts through:

CXone Agent Integrated allows agents to handle multiple digital interactions at the same time. For voice interactions, it supports both physical phones and Integrated Softphone. You can enable Integrated Softphone for your agents.

To use CXone Agent Integrated, agents need to add the CXone Agent Integrated browser extension to Google Chrome or Microsoft Edge.

Key Features

CXone Agent Integrated includes the features listed in the table below.

Feature

Description

AutoSummary

Automatically generate call summaries to appear in the Notes section of the Outcomes window. You can set up AutoSummary for voice skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that have dispositions enabled. AutoSummary saves time for agents; they don't need to manually enter notes after handling calls.

Important: This is an add-on available for purchase. For more information, talk to your CXone Account Representative.

Enlighten Copilot for Agents

Provide agents with an AI-powered agent assist application. Enlighten Copilot for Agents generates interaction summaries, responses agents can send to contacts, and more. You can set up Copilot for Agents for digitalClosed Any channel, contact, or skill associated with Digital Experience. and voice skills. Copilot for Agents decreases AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction. It enhances the agent and customer experience.

Important: This is an add-on available for purchase. For more information, talk to your CXone Account Representative.

Single Sign-On (SSO) Allow agents already logged in to CXone or your external identity provider to access CXone Agent Integrated. They do not need to input their username and password again. You can manage login authenticators for SSO in CXone.
CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. Integration

Pop customer data from your CRM into CXone Agent Integrated. The supported CRMs are:

  • HubSpot

  • Kustomer

  • Microsoft Dynamics

  • Oracle

  • Salesforce

  • ServiceNow

  • Zendesk

Automated Language Translation

Allow agents to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language. You can enable this in Digital Experience.

Important: This is an add-on available for purchase. For more information, talk to your CXone Account Representative.

Elevate Interactions

Agents can elevate an interaction from one channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to another. This allows them to select the best channel for handling the contactClosed The person interacting with an agent, IVR, or bot in your contact center.. They can elevate:

In reports, the entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

This feature is part of a Controlled Release program. Contact your CXone Account Representative if you're interested in knowing more.

ChromeOS Integration Agents using ChromeOS can configure ChromeOS desks for CXone Agent Integrated so that new desksClosed Workspaces in ChromeOS that allow you to keep each of your tasks separate. open for each new interaction. They can also see their ChromeOS telemetry data in Settings icon of a gear.Information.
Schedule Display agents' schedules, defined in CXone WFM. This includes any IEX WFM Integrated schedule items. CXone Agent Integrated does not support Enterprise IEX.
Commitments Allows agents to create commitmentsClosed Reminders created by agents to make a follow-up call to a contact that appear on their schedule. The commitment appears to the agent at the scheduled time, prompting them to initiate an interaction.
Work ItemsClosed Customizable method of delivering contacts to an agent via Studio scripts. Route the work items you create in ACD to agents.
Messaging/Notifications Send messages and notifications to agents through the MESSAGES Studio action or the agent messaging feature in CXone.
Approval Workflows Manage approval workflows that determine if and how agents are involved in messages that need to be approved by other users. For example, you can require agents to submit messages for approval before they are sent to the contact.
Personal Connection Use Proactive Voice, a Personal Connection channel, to automatically place calls for agents. The dialing mode you choose determines the agent experience with Personal Connection calls.
Digital Interaction Search Enables agents to search for digital interactions. You can enable them to assign interactions to themselves or others.
Notes and Tags Enables agents to add notes and tags to individual messages in interactions. You can configure tags in Digital Experience.
IndicatorsClosed Custom menu items configured by an administrator Display custom menu items to agents when they click Launch icon: a box with an arrow pointing up. in the voice control panel. To configure indicators, create a script with the INDICATE action.
Screen PopsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact.

Embed websites or applications inside CXone Agent Integrated to appear to agents while they're handling calls. Agents can pop these screen pops out to a new tab. To configure screen pops, create a Studio script with one of these:

  • The POPURL action. Screen pops configured using this action can be directly targeted into Screen Pops the Screen Pops icon: a pencil and an eraser. in CXone Agent Integrated or an external browser tab.

  • The INDICATE action with the ShowCustomForm setting in the ActionType and ActionValue properties.

  • The RUNAPP action with the Prompt the user with a web page like form action type.

In addition to the Studio script, you must also configure screen pops at the skill level.

Queue Counts Show agents how many contacts are in queue and the skill they're associated with.
Response Timers

Display these kinds of timers to agents:

Agent Reports Show agents statistics that help them evaluate their performance. CXone Agent Integrated currently includes the Productivity report and the Performance report. Additional agent reports will be added in future releases.
Standard Address Books

Display address books configured in CXone to agents. You can determine which agents have access to which address books.

The phone numbers you add to address books should be in this format: + [country code] [phone number including area code]. They can be a maximum of 15 digits. If they contain an extension, they can be 17 digits.

External Directory

Use Advanced Directory Sync to pull directories from external platforms like Microsoft Teams, RingCentral, and Zoom. Any custom fields you configure for those directories appear in CXone Agent Integrated.

The phone numbers you add to external directories should be in this format: + [country code] [phone number including area code]. They can be a maximum of 15 digits. If they contain an extension, they can be 17 digits.

OutcomesClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.

Enables agents to indicate the result of an interaction. They can assign dispositions to voice interactions. They can assign statuses and dispositions to digital interactions.

Statuses are predefined by Digital Experience. You can manage dispositions in CXone.

Accessibility Features

CXone Agent Integrated works with JAWS and is WCAG-compliant. It includes these features for accessibility:

  • Alt Text for Images: All images have alt text that can be read by screen readers.

  • Proper Formatting for Tables: All tables have headers and HTML table elements.

  • User-Initiated Focus: The user's place on a page is not shifted unless they press Tab or Shift + Tab on their keyboard.

  • Valid Field Labels: All fields have labels that are readable by screen readers.

  • Keyboard shortcuts: Keyboard shortcuts are supported.

CRM Integration

You can integrate CXone Agent Integrated with these CRMsClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.:

  • HubSpot
  • Kustomer
  • Microsoft Dynamics
  • Oracle
  • Salesforce
  • ServiceNow
  • Zendesk

CXone Agent Integrated pulls customer information from the integrated CRM and displays it to the agent in Customer Card Customer Card icon: a person next to a document..

Additional CRMs will be added in future releases.

User Management

To configure agent usernames, time zones, roles, and more, navigate to Admin > Employees in CXone.

Before your employees can use CXone Agent Integrated, they need:

Agents who use CXone Agent Integrated should not be assigned skills for legacy ACD chat or CXone email.

Information about the connection status between CXone Agent Integrated and the NICE CXone servers is found under Information in the CXone Agent Integrated Settings . It also displays user information, such as Agent ID and Team Name.

Product Requirements

Before you can use CXone Agent Integrated, your CXone system must meet these requirements:

Supported Languages

CXone Agent Integrated supports:

Supported Languages
  • Arabic (‫العربية‬)
  • Canadian French
    (Français canadien)
  • Chinese Simplified
    (简体中文)
  • Dutch (Nederlands)
  • English (English)

  • French (Français)
  • German (Deutsch)
  • Italian (Italiano)
  • Japanese (日本語)
  • Korean (한국어)
  • Portuguese (Português)
  • Russian (русский)
  • Spanish (Español)