Use the Customer Card in CXone Agent Embedded

If your administrator has enabled it for you, the customer card provides information to help you handle contacts. To view a customer card, open an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. and click Customer Card in the top menu.

There may be more than one customer card for a contact. You can merge customer cards by clicking Merge .

Expand each section to access information about the contact:

• Details: View, edit, and add contact information, such as an email address, phone number, and location.

• Contact History: View a list of past interactions with the contact. For each interaction, it shows the channel, the agent who handled it, the date it occurred, and the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. or status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. Click an interaction to open it in a preview.

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• Notes: View notes written by other agents. You can also edit, add, and delete notes, if your administrator has enabled this for you.

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• Channels: View the available channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. for the contact.

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• Interaction Activity: View a history of agents who have handled the contact and those interactions' statuses.

• Current Interaction: View a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. record with information about the contact. This record is only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent Embedded. By default, the record is linked to that CRM. Click Linked to unlink the record. Click the button next to this icon to open the record in the CRM.

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• Related Interactions: View CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. records from past interactions with the contact. This section may also display records for related contacts. This can include contacts in the same household or account. These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent Embedded. Click Link next to a record to link it to the CRM. Click Linked to unlink the record. Click the button next to this icon to open the record in the CRM. Click Refresh to view more CRM records.

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Link CRM Records

In the customer card, you can link CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. records to the interaction. When linked, information about the interaction, such as the contact's name, is passed to the CRM record. For calls, this happens after the call ends and you complete any after contact work State that allows an agent to complete work requirements after finishing an interaction. For digital messages, it happens after you transfer the interaction or unassign it from yourself.

These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent Embedded.

1. In CXone Agent Embedded, open an interaction and click Customer Card in the top menu.

2. Open the Current Interaction or Related Interactions section of the customer card. Find the record you want to link.

3. Click Link next to the record.

Unlink CRM Records

In the customer card, you can unlink CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. records from the interaction. Information about the interaction, such as the contact's name, is no longer passed to the CRM record.

These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent Embedded.

1. In CXone Agent Embedded, open an interaction and click Customer Card in the top menu.

2. Open the Current Interaction or Related Interactions section of the customer card. Find the record you want to unlink.

3. Click Linked to unlink the record.

View More CRM Records

The first records that appear in the Related Interactions section of the customer card are person-level records, such as Account, Contact, and Lead. You can refresh the Related Interactions section to see more records. These records are related to the first records. Records created during the interaction can appear.

1. In CXone Agent Embedded, open an interaction and click Customer Card in the top menu.

2. Open the Related Interactions section of the customer card.

3. Click Refresh at the top of the section.

4. Click the arrow that appears next to a record to view the records related to it.

Merge Customer Cards

Each time you interact with a new contact, CXone Agent Embedded creates a customer card for the contact with their information. It also creates a new customer card every time you interact with a contact over a new channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This means that there may be more than one customer card for each contact. You can merge them to keep the contact's information in one place.

1. Open an interaction in CXone Agent Embedded. If the customer card for the contact does not automatically open, click Customer Card in the top menu.

2. Click Merge in the top right corner of the customer card.

3. Possible duplicate customer cards appear. You can also search for customer cards.

4. Select the customer card you want to merge with the one you have open. Click Merge .

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   If the merge was successful, a green box appears. The contact's information is combined into one customer card.

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