FAQs

Agent Embedded is the next-generation agent application native to CXone Mpower. It replaces legacy agent applications such as MAX. Agent Embedded supports all the core capabilities of the legacy agent applications but is also equipped with additional functionality for modern contact centers.

The application's name is Agent Embedded. When installed in Salesforce, it is called Agent for Salesforce. The name CX Agent is incorrect. The name CXone Agent Embedded is incorrect as of the 25.1 release.

When compared to MAX and other legacy agent applications, Agent Embedded offers an improved experience through:

• A fresh, modern design with enhanced usability and suite integrations.

• A single display for voice and digital interactions.

• A Core Component Framework that allows all Agent Suite applications to share the same code base. This means your organization can use more than one Agent Suite application and experience the same design, features, and functionality in each app.

• Workflows that provide pre-built connections to CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories. and other external systems. With these workflows, you can search, surface, and interact with data and processes from these systems.

• A single customer card that offers agents a full view of the customer journey and other helpful content.

• A responsive design that allows agents to resize the application to fit their preference.

• Support for mobile devices.

• An embedded Workforce Engagement (WEM) agent space.

• Embedded CXone Mpower AI applications, including Copilot for Agents and AutoSummary.

The Agent Suite offers multiple agent applications to meet your needs. These include:

• Agent: The standalone, browser-based agent application.

  • Agent Progressive Web App: Agent packaged as a progressive web app (PWA). It offers some of the benefits of a native OS app, such as running in the background and launching from a shortcut.

• Agent Embedded: Agent embedded inside a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories..

  • Agent for Kustomer: Agent Embedded installed in Kustomer.

  • Agent for Oracle: Agent Embedded installed in Oracle.

  • Agent for Microsoft Dynamics: Agent Embedded installed in Microsoft Dynamics.

  • Agent for Salesforce: Agent Embedded installed in Salesforce.

  • Agent for ServiceNow: Agent Embedded installed in ServiceNow.

  • Agent for Zendesk: Agent Embedded installed in Zendesk.

• Agent for Microsoft Teams: Agent embedded inside Microsoft Teams.

• Agent Integrated: The browser extension version of Agent.

In order to use Agent Embedded, you need:

• A User Hub system. The Agent Suite does not work with Central.

• Dynamic Delivery enabled for your tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. and business unit.

• Digital Experience set up for your organization if you use Digital Channels such as chat, email, and SMS.
• Unified Routing enabled for your business unit.
• ACD Users View, Skills View, and API Access enabled for your agents.

Agent Embedded supports these channels:

• ACD voice

• ACD voicemail

• ACD work items

• All Digital Experience channels

It does not support ACD email, ACD chat, or ACD SMS.

With the Fall 2023 release, Agent Embedded reached the same level of functionality as MAX for the supported ACD channels: voice, voicemail, and work items. In the 24.2 release, it reached nearly the same level of Digital Experience functionality. Additional MAX features will be added to Agent Embedded in future releases, like the agent logging out when the browser window closes. Please note that these updates may take time.

Yes. All Agent Suite agent applications are available for FedRAMP Moderate.

No. You must have Salesforce Lightning to use Agent for Salesforce.

With your CRM integrated with Agent Embedded, you can use the agent application to search, retrieve, create, and edit CRM records.

Agent Embedded currently supports these CRMs:

• Kustomer

• Microsoft Dynamics

• Oracle

• Salesforce

• ServiceNow

• Zendesk

Note that Agent Embedded is not yet available for installation in HubSpot. However, you can integrate HubSpot with Agent, Agent for Microsoft Teams, and Agent Integrated.

There are two ways to integrate your CRM with Agent Embedded:

• Scripting using CRM APIs: This is the older method that requires custom scripting by NICE Expert Services. If you currently have a legacy agent application integrated with a CRM through this method, that integration works for Agent Embedded as well. CRM screen pops work the same as they do in MAX. No additional configuration should be needed, but make sure to test the CRM integration with Agent Embedded.

• Agent Workflows: This is the newer method that involves less scripting. It also allows for more results from the CRM; it is not limited to 32,000 characters like the older method. CRM record results appear in the customer card in Agent Embedded, along with a screen pop in the CRM.