Manage Access to CXone Agent Embedded

The sections on this page describe how to configure and enable CXone Agent Embedded features for agents.

Configure Agent Login Options

  1. In CXone, click the app selector and select Admin.
  2. Go to Security Settings > Roles and Permissions.
  3. Select the role assigned to your agents who use CXone Agent Embedded.
  4. Click the Permissions tab.
  5. Click ACD.
  6. Enable at least one of these permissions to specify the options agents see when logging in:
    • Set Phone Number: Prompts agents to enter a phone number to log in to CXone Agent Embedded. Found in the Agent section.
    • Set Station ID: Prompts agents to enter a station ID to log in to CXone Agent Embedded. Found in the Agent section.
    • Integrated Softphone: Allows agents to use Integrated Softphone to handle contacts in CXone Agent Embedded. Found in the Agent section.
  7. Click Save at the top.

Configure Digital Queues

You can select which Digital Experience queuesClosed Digital First equivalent of a skill; routes each contact to an agent assigned to handle that type of contact are available to which agents.

  1. Click the app selector and select ACD.
  2. Go to Digital > Roles.
  3. Click Edit icon of a pencil. for the role assigned to your agents who use CXone Agent Embedded.

  4. Scroll down to the Routing queue permissions section. Click Yes for each queue you want to enable. Click No for the queues you want to disable.

    List of queues below the heading Routing queue permissions. Boxes for Yes and No are next to each queue.

  5. Scroll down to the bottom and click Save.

Configure Inactivity Timeout

You can end an agent's session in CXone Agent Embedded when they've been inactive for a certain amount of time.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.
  3. In the Details tab, click Edit.
  4. Scroll down to the Browser Inactivity Timeout section.
  5. Enable Permit Logout Agent with Browser Inactivity.
  6. In the Browser Inactivity Timeout field, enter the number of seconds, 150 to 7200, an agent can be inactive before their session ends. Numbers outside this range produce an error and you can't save your business unit profile.
  7. Click Done at the top.

Enable Agents to Choose Their Location

Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Agents can select their location when they log in to CXone Agent Embedded. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Location Definitions in Admin. Your CXone Account Representative must enable this for your system.

Enable Co-Browse

Follow these steps to enable co-browse for voice or digital skills.

Enable Customer Card

You can enable Customer Card to provide agents with information to help them handle contacts.

  1. Make sure Digital Engagement and Omnichannel Handling are enabled for your business unit.

  2. Click the app selector and select Admin.

  3. Click Employees. Select an employee profile to open it.

  4. On the General tab, click the drop-down under Attributes. Scroll down to the end of the list and select the checkbox for Customer Card.

  5. Click Save at the top.

Enable CRM Records in Customer Card

You can show agents CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. records related to the contact they're handling. These records appear in the customer card.

  1. Make sure Digital Engagement and Omnichannel Handling are enabled for your organization.

  2. Click the app selector and select Admin.

  3. Click Employees. Select an employee profile to open it.

  4. On the General tab, click the drop-down under Attributes. Scroll down to the end of the list and select the checkboxes for Agent Integrations and Customer Card.

  5. Click Save at the top.

Enable Delete Commitments

You can enable agents to delete scheduled commitmentsClosed Reminders created by agents to make a follow-up call to a contact.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.
  3. In the Details tab, click Edit.
  4. Scroll down to the Agent Settings section.
  5. In the drop-down next to Delete Commitments, choose one of the following:
    • Can Remove - With Notes: The agent can delete the commitment, but only if they enter notes explaining why they deleted it.
    • Can Remove - Without Notes: The agent can delete the commitment without entering any notes.
  6. Click Done at the top.

Enable Delete Message Content and Author Name

You can enable agents to delete the content of inbound and outbound messages. You can also enable them to delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers.

This is supported for all digital channelsClosed Any channel, contact, or skill associated with Digital Experience.. For chat, message content and author names are deleted for both the agent and the contactClosed The person interacting with an agent, IVR, or bot in your contact center.. They are deleted on the contact's side when the contact refreshes the chat. For all other channels, content and author names are only deleted on the agent's side.

  1. Click the app selector and select ACD.
  2. Go to Digital > Roles.
  3. Click Edit icon of a pencil. for the role assigned to your agents who use CXone Agent Embedded.
  4. Under Care Module detail permissions, enable Can erase message content and user name.
  5. Scroll down to the bottom and click Save.

Enable Integrated Softphone

  1. Click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Select the role assigned to your agents who use CXone Agent Embedded.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to Agent.

  6. Set Integrated Softphone as On.

  7. Set the Integrated Softphone Auto-Accept setting to specify whether Integrated Softphone answers calls for your agents.

    • Enable is not selected: Auto-accept is off.

    • Enable is selected and Agent Config is not selected: Auto-accept is on.

    • Enable and Agent Config are both selected: Auto-accept is enabled by default, but the agent can toggle it on and off in the agent application.

  8. Click Save.

Enable Mask

  1. In CXone, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Open the role assigned to your agents who use CXone Agent Embedded.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section. Enable the Masking permission.

  6. Click Save at the top.

Enable Multiparty Conferencing

You can enable agents to conference with more than two additional parties.

  1. In CXone, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Open the role assigned to your agents who use CXone Agent Embedded.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section, and select the Multiparty Conferencing View permission.

  6. Click Save.

You can set a limit for the number of parties that can be in a conference call. This is configured in the Details tab of your Business Unit settings (ACD > ACD Configuration > Business Units > Maximum Number of Conference Parties (including Agent)).

Enable Mute

  1. In CXone, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Open the role assigned to your agents who use CXone Agent Embedded.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section. Enable the Mute permission.

  6. Click Save.

Enable Quick Responses

If you haven't already, create Digital quick responses before following these steps.

  1. In CXone, click the app selector and select ACD.

  2. Go to Digital > Quick Responses.

  3. From the options on the right, click Channels for the quick reply you want to edit.

  4. In the All Channels section, click Add next to the channels you want to add to the quick reply. You can search for a channel by entering its name in the field at the top and clicking Search.

  5. The channels you add appear in the Selected Channels section, and your changes are saved automatically.

Enable Record

  1. In CXone, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Select the role assigned to your agents who use CXone Agent Embedded.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section. Enable the Record Contact permission.

  6. Click Save.

Enable Response Timers

You can enable response timers for digitalClosed Any channel, contact, or skill associated with Digital Experience. skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. For each interaction, these timers show agents the amount of time that has passed since the agent or contact sent a message. There are two types of response timers:

  • Agent Response: Indicates how long the contact has been waiting for the agent to respond. When fifty percent of the agent's allotted time to respond is left, the alert icon of an exclamation point inside a yellow triangle. appears in yellow. When the timer runs out, the alert icon of an exclamation point inside a red triangle. appears in red.

    Below the contact's name and the skill, the box says Agent Timer, with the timer next to it.

  • Customer Response: Indicates how long the agent has been waiting for the contact to respond.

    Below the contact's name and the skill, the box says Customer Timer, with the timer next to it.

    When fifty percent of the contact's allotted time to respond is left, the alert icon of an exclamation point inside a yellow triangle. appears in yellow. The agent can give the contact more time to respond by clicking +Time, if you enable this for them. When the timer runs out, the interaction is removed from the agent's inbox. If the contact responds after this, the interaction is re-assigned to an agent.

    The yellow alert icon appears, and the text Customer Timer turns yellow.

  1. In CXone, click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Select the digital skill you want to edit.

  4. In the Details tab, click Edit.

  5. To configure Agent Response timers, complete the fields in the Agent Response section:

    1. Select the Enabled checkbox.

    2. Enter an amount of time in the Agent First Response field. The timer will count down from this value when the interaction is first assigned to the agent.

    3. Enter an amount of time in the Follow On Response field. The timer will count down from this value after each time the contact responds to the agent.

  6. To configure Customer Response timers, complete the fields in the Customer Response section:

    1. Select the Enabled checkbox.

    2. Enter an amount of time in the Customer Idle Time field. The timer will count down from this value after the agent replies to the contact.

    3. To present the agent with an option to reset the timer, select the Time Extension checkbox.

  7. Click Done at the top.

Hide Inbound Hangup

You can hide the Hang Up icon: a phone facing down. option from agents' voice control panels. This only applies to inbound calls.

  1. In CXone, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Open the agent's role.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section. Enable the Hide Inbound Hangup permission.

  6. Click Save at the top.

Require Manual Accept

By default, interactions are automatically accepted. You can enable a skill setting to require agents to manually accept or reject inbound voice and digital interactions. CXone Agent Embedded then shows options for Accept and Reject to agents.

An inbound chat. Shows the contact name, the chat icon, and reject and accept buttons.

  1. In CXone, click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Select the inbound voice or digital skill you want to edit.

  4. In the Details tab, click Edit.

  5. If the skill is an inbound voice skill, enable Require Manual Accept under Skill Information. If it's a digital skill, enable Accept / Reject.

  6. Click Done at the top.