If you use a device that runs ChromeOS, you can manage multiple screens called desks. Desks allow you to keep separate workspaces for each of your tasks. You can configure ChromeOS desks for CXone Agent so that:
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A new desk opens each time you receive a new inbound interaction.
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When an inbound interaction ends, the desk for it closes.
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When you reject an inbound interaction, the desk for it closes.
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Desks opened for interactions are named NICE CXone - {contact name}. For example, a desk opened for a chat with Edward Ferrars would be named NICE CXone - Edward Ferrars. If the contact's name is unknown, their information, such as a phone number, is included in the name of the desk.
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ChromeOS keeps a base desk open for CXone Agent. This base desk has no inbound interactions on it.
Elinor Dashwood is using CXone Agent as a desk on her Chromebook. She receives an inbound call. Her Chromebook switches to a new desk with CXone Agent showing the inbound call. When she finishes the call, that desk closes. The windows she opened in the desk close as well. Her Chromebook switches back to the original desk for CXone Agent.
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Make sure you have ChromeOS version 105 or newer.
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Download the Desk API Chrome extension ZIP folder.
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In Files, right-click the ZIP folder and select Open.
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Select all the files in the folder and copy them.
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Navigate to your Downloads folder and press CTRL + E to create a new folder. Paste the contents from the ZIP folder into this new folder.
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Open Chrome. Go to Extensions
> Manage extensions. -
Click Load Unpacked in the top left.
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Navigate to your Downloads folder and click the folder you created in step 5. Click Select Folder. The Desk API extension is added to your ChromeOS device. This configures ChromeOS desks for CXone Agent.