Unified Agent Workspace for ServiceNow

This overview is for administrator Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel).. If you're an agent, learn about agent task in Unified Agent Workspace for ServiceNow Unified Agent Workspace for ServiceNow integrates NICE CXone directly into your ServiceNow workspace. It allows you to manage voice calls and digital interactions without leaving ServiceNow or switching between applications.

Key capabilities

• Unified interaction handling: Accept, manage, and complete voice calls, chats, and digital messaging directly within your ServiceNow workspace.

• Integrated softphone controls: Use native call controls to answer, mute, hold, transfer, and disconnect voice calls.

• Real-time presence synchronization: Set your availability status (such as Available, Working, or Unavailable) in ServiceNow. Your status syncs automatically with NICE CXone so you receive interactions only when ready.

• Live call transcription: View real-time, automated call transcripts during active voice conversations to capture key details and support post-call documentation.

• Integrated customer context: Access relevant customer details, case records, and interaction logs automatically when a contact is routed to your workspace.

• Integrated directory: Look up and dial internal colleagues or external address book contacts directly from the workspace.

Supported workspaces and channels

Channel support in Unified Agent Workspace for ServiceNow varies by ServiceNow workspace and channel provider. The following tables distinguish NiCE channels from ServiceNow channels.

• Supported: The channel is supported in the specified workspace.

• Not supported: The channel is not supported in the specified workspace.

• Target release: The release identified for planned support; this does not confirm current availability.

• Roadmap: Planned support with no release specified.

NiCEchannels

Channel or capability	CSM	ITSM	HRSD
Voice	Supported	Supported	Supported
Voicemail	Roadmap	Roadmap	Roadmap
Chat	Supported	Not supported	Not supported
Email	Not supported	Not supported	Not supported
SMS	Supported*	Not supported	Not supported
WhatsApp	Supported*	Not supported	Not supported
Facebook Messenger	Supported*	Not supported	Not supported
Other messaging channels	Supported*	Not supported	Not supported
Work items	Target release: 27.1	Not supported	Not supported
Outbound — Personal Connection	Roadmap	Roadmap	Roadmap
Outbound — Outbound Experience (SmartReach)	Roadmap	Roadmap	Roadmap

ServiceNow channels and work types

Channel or work type	CSM	ITSM	HRSD
Chat	Supported	Supported	Supported
Messaging channels	Supported	Supported	Supported
Email	Target release: 26.4	Target release: 26.4	Target release: 26.4
Cases	Target release: 26.4	Target release: 26.4	Target release: 26.4