CXone Agent for Microsoft Teams for Administrators
This overview is for administrators. If you're an agent, learn about agent tasks in CXone Agent for Microsoft Teams.
Before you can use CXone Agent for Microsoft Teams, your CXone system must meet these requirements:
-
A User Hub system. The CXone 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 environment 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.
CXone Agent for Microsoft Teams is a native agent application for use with CXone.
- Phone calls.
- Digital chat.
- Digital email.
- Digital SMS.
- Private social messages through Apple Messages for Business, Facebook, Instagram, LINE, Microsoft Teams, X (formerly known as Twitter), and WeChat.
- Public social platform interactions on Apple Apps Reviews, Facebook, Google Play, Google Places, Instagram, LinkedIn, X, and YouTube.
- Voicemails.
- WhatsApp messages.
CXone Agent for Microsoft Teams allows agents to handle multiple digital interactions at the same time. For voice interactions, it supports both physical phones and Integrated Softphone. You can
You can upload CXone Agent for Microsoft Teams to your organization's app catalog in Microsoft Teams. This enables agents to add CXone Agent for Microsoft Teams from the Apps page in Microsoft Teams. They can install it without having to upload it themselves.
Key Features
CXone Agent for Microsoft Teams includes the features listed in the table below.
Feature |
Description |
---|---|
AutoSummary |
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 CXone Account Representative. |
Enlighten Copilot for Agents |
Provide agents with an AI-powered agent assist application. Enlighten 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 CXone Account Representative. |
Real-Time Interaction Guidance (RTIG) |
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. Real-Time Interaction Guidance is an agent assist application. Important: This is an add-on available for purchase. For more information, talk to your CXone Account Representative. |
Single Sign-On (SSO) | Allow agents already logged in to CXone or your external identity provider to access CXone Agent for Microsoft Teams. They do not need to input their username and password again. You can manage login authenticators for SSO in CXone. |
CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. Integration |
Pop customer data from your CRM into CXone Agent for Microsoft Teams. The supported CRMs are:
|
Automated Language Translation |
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. For more information, talk to your CXone Account Representative. |
Elevate Interactions |
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:
In reports, the entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel. |
ChromeOS Integration | Agents using ChromeOS can configure ChromeOS desks for CXone Agent for Microsoft Teams so that new desks Workspaces in ChromeOS that allow you to keep each of your tasks separate. open for each new interaction. They can also see their ChromeOS telemetry data in Settings > Information. |
Schedule | Display agents' schedules, defined in CXone WFM. This includes any IEX WFM Integrated schedule items. CXone Agent for Microsoft Teams does not support Enterprise IEX. |
Commitments | Allows agents to create commitments Reminders created by agents to make a follow-up call to a contact that appear on their schedule. The commitment appears to the agent at the scheduled time, prompting them to initiate an interaction. |
Work Items Customizable method of delivering contacts to an agent via Studio scripts. | Route the work items you create in ACD to agents. |
Messaging/Notifications | Send messages and notifications to agents through the MESSAGES Studio action or the agent messaging feature in CXone. |
Approval Workflows | Manage approval workflows that determine if and how agents are involved in messages that need to be approved by other users. For example, you can require agents to submit messages for approval before they are sent to the contact. |
Digital Interaction Search | Enables agents to search for digital interactions. You can enable them to assign interactions to themselves or others. |
Notes and Tags | Enables agents to add notes and tags to individual messages in interactions. You can configure tags in Digital Experience. |
Indicators Custom menu items configured by an administrator | Display custom menu items to agents when they click Launch in the |
Screen Pops A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. |
Embed websites, applications, or custom forms inside CXone Agent for Microsoft Teams. These screen pops appear to agents in Screen Pops while they're handling interactions. To configure screen pops, create a Studio script with one of these:
In addition to the Studio script, you must also configure screen pops at the skill level. |
Queue Counts | Show agents how many contacts are in queue and the skill they're associated with. |
Response Timers |
Display these kinds of timers to agents:
|
Agent Reports | Show agents statistics that help them evaluate their performance. CXone Agent for Microsoft Teams currently includes the Productivity report and the Performance report. Additional agent reports will be added in future releases. |
Standard Address Books |
Display address books configured in 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. |
External 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 CXone Agent for Microsoft Teams. 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. |
Outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. |
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. |
Accessibility Features
CXone Agent for Microsoft Teams works with JAWS and is WCAG 2.1-compliant. It includes these features for accessibility:
-
Alt Text for Images: All images, including icons, have alt text that can be read by screen readers.
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Proper Formatting for Tables: All tables have headers and HTML table elements.
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User-Initiated Focus: The user's place on a page is not shifted unless they press Tab or Shift + Tab on their keyboard.
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Valid Field Labels: All fields have labels that are readable by screen readers.
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Automatic Agent States: Agents' states The availability status of an agent are always set automatically, based on their actions in CXone Agent for Microsoft Teams. For example, if they do not have an interaction assigned to them, their status is set to Available. They do not need to put the Status Bar into focus and change their status manually.
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Keyboard shortcuts: Keyboard shortcuts are supported.
Action | Keyboard Shortcut |
---|---|
Top Navigation Shortcuts | |
Focus Top Navigation | CTRL + ALT + T |
Open this help page | CTRL + F2 |
Open Notifications | CTRL + ALT + N |
Connect Agent Voice Link (Agent Leg) | CTRL + ALT + C |
Focus Agent States | CTRL + ALT + O |
Quick Bar Shortcuts | |
Focus Quick Bar | CTRL + ALT + B |
Go to Home (Contact History) | CTRL + Shift + H |
Open Interaction Search | CTRL + Shift + 1 |
Open Queue Counter | CTRL + Shift + Q |
Open Directory | CTRL + Shift + Z |
Open Schedule | CTRL + Shift + X |
Open WEM | CTRL + Shift + 2 |
Open Settings | CTRL + Shift + 4 |
Open Custom Workspace | CTRL + Shift + K |
Open Reporting | CTRL + Shift + 5 |
Open Launch | CTRL + Shift + 6 |
Open Customer Card | CTRL + Shift + U |
Open Multiparty | CTRL + Shift + V |
Open Copilot for Agents | CTRL + Shift + Y |
Open Quick Responses | CTRL + Shift + 3 |
Open Screen Pops | CTRL + Shift + F |
Open More Menu | CTRL + M |
App Space Shortcuts | |
Focus App Space | CTRL + ALT + P |
Open Customer Card | CTRL + ALT + U |
Open Contact History | CTRL + ALT + H |
Open Interaction Search | CTRL + ALT + 1 |
Open Queue Counter | CTRL + ALT + Q |
Open Directory | CTRL + ALT + Z |
Open Schedule | CTRL + ALT + X |
Open WEM | CTRL + ALT + 2 |
Open Custom Workspace | CTRL + ALT + K |
Open Multiparty | CTRL + ALT + V |
Open Copilot for Agents | CTRL + ALT + Y |
Open Quick Responses | CTRL + ALT + 3 |
Open Screen Pops | CTRL + ALT + F |
Open More Menu | CTRL + ALT + M |
Phone Control Shortcuts | |
Accept Incoming Call | CTRL + ALT + A |
Reject Incoming Call | CTRL + ALT + R |
Call Hold /Resume | ALT + H |
Call Mute /Unmute | ALT + M |
Call Mask /Unmask | ALT + N |
Call Record | ALT + R |
Open Keypad | ALT + K |
Go Back to Phone Controls from Keypad | ALT + L |
Hang Up | ALT + \ |
General Shortcuts | |
Open Outcome Panel | CTRL + ALT + D |
Go to Next Tab |
|
Go to Previous Tab |
|
Switch Digital Interactions | CTRL + ALT + I |
CRM Integration
You can
- HubSpot
- Kustomer
- Microsoft Dynamics
- Oracle
- Salesforce
- ServiceNow
- Zendesk
CXone Agent for Microsoft Teams pulls customer information from the integrated CRM and displays it to the agent in customer cards .
Additional CRMs will be added in future releases.
User Management
To configure agent usernames, time zones, roles, and more, navigate to Admin > Employees in CXone.
Before your employees can use CXone Agent for Microsoft Teams, they need:
- A CXone employee profile.
- At least one skill.
Agents who use CXone Agent for Microsoft Teams should not be assigned skills for legacy ACD chat or CXone email.
Information about the connection status between CXone Agent for Microsoft Teams and the NICE CXone servers is found under Information in the CXone Agent for Microsoft Teams Settings . It also displays user information, such as Agent ID and Team Name.
Product Requirements and Limitations
Before you can use CXone Agent for Microsoft Teams, your CXone system must meet these requirements:
-
A User Hub system. The CXone 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 environment 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.
CXone Agent for Microsoft Teams does not support co-browsing. However, agents can co-browse in CXone Agent, CXone Agent Embedded, and CXone Agent Integrated.
Supported Languages
CXone Agent for Microsoft Teams supports:
Supported Languages | |
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