Salesforce Agent Lightning

This overview is for agents. If you're an administrator see Salesforce Agent for Administrators.

The Salesforce Agent (SFA) interface integrates directly into Salesforce so you do not have to jump between an agent application and Salesforce. Instead, you can use Salesforce Agent from within Salesforce.

Salesforce Agent Lightning allows your organization to have agents handle many kinds of interactions. Depending on what your organization needs and what you've been configured to support, you might handle some or all of these kinds of interactions:

• Omnichannel The ability to work on multiple interactions from different channels at the same time.interactions—Omnichannel interactions can be phone, email, and chat. These interactions appear on the Omni tab. Salesforce Agent uses the skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge your administrator assigns to you to determine what omnichannel interactions to send to your queue. If there aren't any interactions on the Omni tab, you aren't assigned any omnichannel skills.
• Digital The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times. interactions—Digital interactions can be messaging from a variety of online platforms. These platforms include Facebook, Instagram, Twitter, and WhatsApp. Digital interactions can also be chat and email. These interactions appear on the Digital tab. Salesforce Agent uses the digital routing queue The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. your administrator assigns to you to determine what digital interactions to send to your queue. If you don't see the Digital tab, you aren't assigned to any routing queues.

Both omnichannel and digital interactions can include chat and email. Because every organization has different needs, this provides them with flexibility. Your organization will determine how it wants to handle chat and email interactions.

A comprehensive product training video is available for those who are new to Salesforce Agent Lightning.

The Salesforce Agent enables the following features:

• The ability to perform default and custom screen pops on any Salesforce object and any NICE CXone contact channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on..
• Automatic creation of Task and Activity records in Salesforce that can include any of NICE CXone’s information about the call.
• Click-to-dial from within Salesforce.
• Support for both the classic view and the new Service and Sales Cloud Console view within Salesforce.

Salesforce Agent Fully Integrated Lightning Interface

Menu Item	Details
Popout (1)	Allows the agent to pop out the contact into a bigger screen for handling.
Availability Status (2)	Shows the agent's state The availability status of an agent in the contact center. It provides the agent with a way to change the status. The time in state (shown below the Availability Status bar) restarts when the status changes.
Agent Leg Status (3)	Displays the agent's connectivity status. The agent leg status is not the same as the availability Status. There are three status types: Icon Description Agent leg is not connected Agent leg is attempting to connect Agent leg is connected
Omni (4)	Displays omnichannel The ability to work on multiple interactions from different channels at the same time. interactions, such as inbound or outbound calls, chat, and email. This tab is visible to all agents, even those who aren't configured to handle omnichannel interactions.
Digital (5)	Displays digital interactions. This includes interactions on platforms such as Facebook, Instagram, and WhatsApp. It can also include chat and email interactions, depending on how the administrator has configured Salesforce Agent. This tab is also called the digital inbox. The digital inbox is visible only to agents who are configured to handle digital interactions.
Schedule (6)	Click the WEM link at the bottom of the agent to pop out a window that displays additional information. If WEM is enabled and you're a WEM user, this displays the agent's WEM schedule, and a list of commitments assigned to them. If IEX WFM is enabled and you're an IEX WFM user, this displays the agent's IEX WFM schedule, and a list of commitments assigned to them. View image
Alerts (7)	Displays alerts related to the agent and their activity.
Show Queue (8)	Click to show the queue of active omnichannel interactions.
Settings (9)	Allows the agent to view personal and platform information, log settings, online help, set A/V notifications, and agent reports and performance.
WEM (10)	If WEM is enabled and you're a WEM user, this displays the agent's WEM schedule, and a list of commitments assigned to them. If IEX WFM is enabled and you're an IEX WFM user, this displays the agent's IEX WFM schedule, and a list of commitments assigned to them. View image
Address Book (11)	Displays the agent's address books. All address books assigned to the agent are accessible here. The agent can search for an address book or use the drop-down to select one from a list. Selecting a contact in an address book displays that contact's details. The agent can click the mobile, email, or phone icon in the details to initiate a connection to that contact based on the icon the agent clicks.
New (12)	On the Omni tab, it allows the agent to initiate an outbound call, create a new commitment, or request a contact, if enabled. On the Digital tab, it allows the agent to create an outbound email or chat, if enabled. On both tabs, you must have the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge or be assigned to a routing queue The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. that allows you to perform these actions.
Queue Counter (13)	The number of contacts in the queue of the skills assigned to you. The queue counter only shows the counts of omnichannel The ability to work on multiple interactions from different channels at the same time. interactions. If you only handle digital interactions, the counters will always show 0. Icon Description Email messages Chat messages Calls Voicemail Work Item Text messages (SMS)