CXone Mpower Agent Embedded for Administrators

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

Important: This is an add-on available for purchase. 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. You can set up Copilot for Agents for digital Any channel, contact, or skill associated with Digital Experience. 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: This is an add-on available for purchase. For more information, talk to your Account Representative.

Uses AI to analyze the conversation in real time and offer guidance on how agents can improve performance to boost customer satisfaction or sales effectiveness. RTIG is an agent assist application.

Important: This is an add-on available for purchase. For more information, talk to your Account Representative.

Pop customer data from your CRM into Agent Embedded. The supported CRMs are:

• 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.

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 CXone Mpower. For more information, talk to your Account Representative.

Agents can elevate an interaction from one channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. 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. 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 Embedded 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 agent setting. They always open in a new browser tab or window.

• The POPURL action. Screen pops configured using this action can be directly targeted into Screen Pops in Agent Embedded or an external browser tab.

• The RUNAPP action with the Prompt the user with a web page like form action type.

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 address books configured in CXone Mpower 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.

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 Embedded.

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. You can manage dispositions in CXone Mpower.

• 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)