NiCE CXone Agent Workspace (Agent) for Administrators

Allow agents to chat one-on-one or in groups with other agents or supervisors inside Agent Workspace (Agent). Enable Internal Chat (Conversations) in the agent's desktop profile.

Internal Chat (Conversations) requires a Digital Experience (DX) license. Agents must have the Digital Engagement employee profile attribute to use Internal Chat (Conversations).

Automatically generate call summaries to appear in the Notes section of the Outcomes window. You can set up Automated Summary (AutoSummary) for voice skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. that have dispositions enabled. Automated Summary (AutoSummary) saves time for agents; they don't need to manually enter notes after handling calls.

Important: Automated Summary (AutoSummary) is licensed separately. For more information, talk to your Account Representative.

Provide agents with an AI-powered agent assist application. Copilot for Agents generates interaction summaries, responses agents can send to contacts, and more. The AI Agents (Cognigy) for Process Automation (Task Assist) feature can even perform agent-selected tasks in the background. You can set up Copilot for Agents for digital Any channel, contact, or skill associated with Digital Experience (DX). and voice skills. Copilot for Agents decreases AHT Average Handle Time is the average amount of time an agent spent handling an interaction.. It enhances the agent and customer experience.

Important: Copilot for Agents is licensed separately. AI Agents (Cognigy) for Process Automation (Task Assist) requires NiCE CXone Bot Builder, also licensed separately. For more information, talk to your Account Representative.

Agent assist applications offer helpful information to agents during interactions. They are configured in Agent Assist Hub. The agent assist applications currently supported in Agent Workspace (Agent) are:

• Cognigy Agent Assist

• ConnectLingua

• Google Contact Center AI (CCAI)

• Omilia Voice Biometrics (DEVone)

• Real-Time Interaction Guidance (RTIG)

• Custom Agent Assist Endpoints

Cognigy Agent Assist, ConnectLingua, and custom agent assist endpoints open in new tabs outside Agent Workspace (Agent).

Important: These agent assist applications are licensed separately. For more information, talk to your Account Representative.

Pop customer data from your CRM into Agent Workspace (Agent). The supported CRMs are:

• HubSpot

• Kustomer

• Microsoft Dynamics

• Oracle

• Salesforce

• ServiceNow

• Zendesk

Allow agents to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language. You can enable this in Digital Experience (DX).

Important: This is an add-on available for purchase. It involves purchasing and setting up RWS Language Weaver , a third-party translation tool. RWS Language Weaver is currently the only real-time translation tool you can integrate with NiCE CXone. For more information, talk to your Account Representative.

Agents can elevate an interaction from one channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. to another. This allows them to select the best channel for handling the contact The person interacting with an agent, IVR, or bot in your contact center.. They can elevate:

• Digital Any channel, contact, or skill associated with Digital Experience (DX). interactions to voice.

• Voice interactions to select outbound digital channels.

• Digital interactions to select outbound digital channels. For example, they could elevate an interaction from SMS to WhatsApp.

In reports, the entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Display websites, applications, or custom forms to agents when they receive interactions. These screen pops can appear to agents in Screen Pops inside Agent Workspace (Agent) or in a new browser tab or window. To configure screen pops, create a Studio script with one of these:

• The INDICATE action with the ShowCustomForm setting in the ActionType and ActionValue properties.

• The PAGE action. Screen pops configured using this action do not respect the Panel Open in Browser: General agent setting. Instead, the Panel Open in Browser: Page Action Only agent setting determines whether they open externally or inside Agent Workspace (Agent). Guide agents on which setting they should use.

• The POPURL action. Screen pops configured using this action can be directly targeted into Screen Pops in Agent Workspace (Agent) or an external browser tab. This is the recommended action to use for screen pops.

• The RUNAPP action with the Prompt the user with a web page like form action type. It is recommended to use POPURL instead.

In addition to the Studio script, you must also configure screen pops at the skill level.

Display these kinds of timers to agents:

• Agent Timer: Indicates how long the contact has been waiting on the agent to respond. You can configure agent timers for digital skills.

• Customer Timer: Indicates how long the agent has been waiting for the contact to respond. You can configure customer timers for digital skills.

Display standard address books configured in NiCE CXone to agents. You can determine which agents have access to which address books.

The phone numbers you add to address books should be in this format: + [country code] [phone number including area code]. They can be a maximum of 15 digits. If they contain an extension, they can be 17 digits.

Dynamic address books are not supported in Agent Workspace (Agent).

You can disable agent access to standard address books in the Directory .

Use Advanced Directory Sync to pull directories from external platforms like Microsoft Teams, RingCentral, and Zoom. Any custom fields you configure for those directories appear in Agent Workspace (Agent).

The phone numbers you add to external directories should be in this format: + [country code] [phone number including area code]. They can be a maximum of 15 digits. If they contain an extension, they can be 17 digits.

Enables agents to indicate the result of an interaction. They can assign dispositions to voice interactions. They can assign statuses and dispositions to digital interactions.

Statuses are predefined by Digital Experience (DX). You can manage dispositions in NiCE CXone.

• Canadian French
  (Français canadien)
• Chinese Simplified
  (简体中文)
• Dutch (Nederlands)

• US English (English)

• French (Français)
• German (Deutsch)

• Hebrew (עִברִית)
• Italian (Italiano)
• Japanese (日本語)
• Korean (한국어)
• Brazilian Portuguese (Português Brasileiro)
• Russian (русский)
• Spanish (Español)