Agent Workspace for Salesforce Voice for Administrators

This overview is for administrators, if you're an agent, see Agent Workspace for Salesforce Voice – Agents.

Agent Workspace for Salesforce Voice is a contact handling application for the Salesforce Service Cloud. It is embedded into the Omni-Channel widget, rather than in a stand-alone window like MAX.

This app integration is unique in that it uses the Lightning Web Components (LWC) of the Salesforce Service Cloud. This makes the integration lightweight with fast performance. It may be a preferred voice option if your organization uses any of the Salesforce digital channels, such as chat, SMS, or email-to-case. This app option enables you to take advantage of the NiCE CXone voice channel instead of using Amazon Connect.

The agent-specific page for Agent Workspace for Salesforce Voice provides information on the application's user interface.

Features

The Agent Workspace for Salesforce Voice development coincides with the Salesforce LWCs and Omni-Channel widget. As such, some features are not yet supported. The following lists identify supported and unsupported features.

Supported:

• NiCE CXone voice channel
• Standard basic call controls, such as a keypad or mute
• Advanced call controls:
  • Transfer
  • Consult
  • Conference
• Click-to-dial within Salesforce
• Embedded NiCE CXone address book
• Automatic Salesforce task creation for every voice interaction
• Log out from voice channel to continue handling other Salesforce channels
• Skill selection for outbound calls
• Supervisor capabilities like monitor Users can discreetly listen to an agent's active voice conversation. This foundation permission must be explicitly granted to any user with one or more of the other permissions for this feature. and barge. Users can enter an agent's active voice conversation and speak so that the agent and contact can hear.
• Support for real-time sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis
• WebRTC analysis with WatchRTC
• AI Noise Cancellation
• Dispositions
• After Contact Work State that allows an agent to complete work requirements after finishing an interaction.
• Final transcripts
  • Includes transcripts for refused and abandoned calls Call that enters the contact center system, but the caller ends the call before reaching an agent. to preserve utterances What a contact says or types. that occur during IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or queue time.
• Real-time transcripts
• Enhanced omnichannel routing:
  • Allows for higher number of queued work items to be handled simultaneously.
  • Matches the best agent skill set to the specific customer need with skill-based routing.
  • Utilizes a fallback mode to maintain service continuity in case of service disruptions.
  • Provides a user-friendly interface for agents to manage their workload more effectively.

Unsupported:

• Non-voice channels
• Salesforce Omni-Flows
• Voicemail

Technical Details

• Do not enable Require Manual Agent Accept for inbound voice skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for Agent Workspace for Salesforce Voice.
• Do not enable Respect Agent Capacity when setting up Agent Workspace for Salesforce Voice.
• If you have existing Studio scripts that you have used for other agent applications, you can also use those scripts for Agent Workspace for Salesforce Voice. If the scripts have features that are not yet available for this agent, the script will still route the call. Unsupported functionality will not work.
• NiCE CXone permissions do not affect Agent Workspace for Salesforce Voice. Instead, users must have one of two Salesforce permission sets. Administrators must have Contact Center Admin (Partner Telephony) and agents must have Contact Center Agent (Partner Telephony).