Agent Workspace Advanced (Enhanced Customer Card)

This page is for administrators. If you're an agent, learn about using Agent Workspace Advanced (Enhanced Customer Card) in NiCE CXone Agent Workspace (Agent).

Agent Workspace Advanced (Enhanced Customer Card) is a contact center-focused desktop solution designed to provide agents with customer information, interaction history and association, click-to-contact functions, and customer notes to help agents handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

As an administrator, you can configure Agent Workspace Advanced (Enhanced Customer Card) inside NiCE CXone. Click the app selector and select Customer Engagement > Enhanced Customer Card. You can configure one Agent Workspace Advanced (Enhanced Customer Card) layout per tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system..

Agent Workspace Advanced (Enhanced Customer Card) extends the capabilities of the existing Agent Workspace (Agent) experience by aggregating all customer interactions and data into a single, seamless interface. This solution ensures conversation continuity, enabling superior customer engagement. It includes the following features:

• Unified customer profile and interaction history.

  • Aggregates all customer interactions across voice and digital Any channel, contact, or skill associated with Digital Experience (DX). channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. into a single view.

  • Enables seamless conversations across channels without disruption.

  • Equips agents with context to personalize service, reduce repetition, and drive faster resolutions.

• Enhanced agent experience:

  • Embedded customer data, interaction history, and agent notes.

  • Click-to-contact functionality across various communication channels.

• Designed to integrate with NiCE CXone applications.

Agent Workspace Advanced (Enhanced Customer Card) follows WCAG 2.2 AA standards.

For more information about Agent Workspace Advanced (Enhanced Customer Card), see:

• Configuring Enhanced Customer Card

• Element Descriptions, Enhanced Customer Card

Configure Outbound Engagement (SmartReach) Call Details

You can display information related to Outbound Engagement (SmartReach) campaign calls inside Agent Workspace Advanced (Enhanced Customer Card). Agents can click Call Details to see information such as skills, contact, and campaign data from Outbound Engagement (SmartReach) campaign calls.

1. In NiCE CXone, click the app selector and select Customer Engagement > Enhanced Customer Card.

2. In the left menu, click Designer > Call Details.

3. Click Add.

4. Enter a Name and Description for this Call Details configuration.

5. Select the Outbound Engagement (SmartReach) Skills to assign.

6. In Call Type, select Inbound/Outbound or Preview.

7. On the Design tab, click Add Fields. Select the Outbound Engagement (SmartReach) information you want to display to agents.

8. Click Save.

9. Add Call Details to your Agent Workspace Advanced (Enhanced Customer Card) layout.

   1. Click Designer Builder in the left menu.

   2. Select the Call Details checkbox in the configuration menu.

   3. Click Save.

Map Customer Manager Attributes to Case Custom Fields

You can map customer manager attributes in Agent Workspace Advanced (Enhanced Customer Card) to case custom fields in Digital Experience (DX). When agents use click-to-email or click-to-text, the system passes the mapped attributes to the appropriate custom fields. Mappings are configured per layout.

1. If you haven't already, create case custom fields.

2. In NiCE CXone, click the app selector and select Customer Engagement > Enhanced Customer Card.

3. In the left menu, click Designer > Designer Builder.

4. Select the layout you want to configure field mapping for.

5. Click Settings.

6. Expand the Digital Case Custom Field Mapping section.

7. Click Add Mapping.

8. Enter the name of the Customer Manager Field you want to pass data from.

9. Enter the name of the corresponding Digital Case Custom Field to receive the data.

10. Repeat for each field you want to map.

11. Click Save.