CXone Agent for Salesforce Lightning

This overview is for agents. If you're an administrator see NICE CXone Agent for Salesforce for Administrators.

The Agent for Salesforce interface integrates directly into Salesforce so you do not have to jump between an agent application and Salesforce. Instead, you can use Agent for Salesforce from within Salesforce.

The Agent for Salesforce Lightning allows your organization to have agents handle many kinds of interactions. Depending on what your organization needs and what you've been configured to support, you might handle some or all of these kinds of interactions:

Both omnichannel and digital interactions can include chat and email. Because every organization has different needs, this provides them with flexibility . Your organization will determine how it wants to handle chat and email interactions.

A comprehensive product training video is available for those who are new to Agent for Salesforce Lightning.

The Agent for Salesforce enables the following features:

Agent for Salesforce Fully Integrated Lightning Interface

Your Agent for Salesforce may display icons instead of text. You can hover over the icon to see the related text. This feature is managed by your administrator.

The user interface of the fully integrated Lightning version of Agent for Salesforce, with numbers that correspond to items in the following table to explain each part of the screen.

Menu Item

Details

Popout (1) Allows the agent to pop out the contact into a bigger screen for handling.
Availability Status (2) Shows the agent's stateClosed The availability status of an agent in the contact center. It provides the agent with a way to change the status. The time in state (shown below the Availability Status bar) restarts when the status changes.
Agent Leg Status (3)

Displays the agent's connectivity status. The agent leg status is not the same as the availability Status. There are three status types:

Icon Description
Gray link icon. Agent leg is not connected
Yellow link icon. Agent leg is attempting to connect
Green link icon. Agent leg is connected
Omni (4) Displays omnichannelClosed The ability to work on multiple interactions from different channels at the same time. interactions, such as inbound or outbound calls, chat, and email. This tab is visible to all agents, even those who aren't configured to handle omnichannel interactions.
Digital ((5) Displays digital interactions. This includes interactions on platforms such as Facebook, Instagram, and WhatsApp. It can also include chat and email interactions, depending on how the administrator has configured Agent for Salesforce. This tab is also called the digital inbox. The digital inbox is visible only to agents who are configured to handle digital interactions.
Schedule (6)

If WEM is enabled, displays the agent's WEM schedule, and a list of commitments assigned to the agent. Click the WEM link at the bottom of the agent to pop out a window that displays additional information.

Alerts (7) Displays alerts related to the agent and their activity.
Show Queue (8) Click to show the queue of active omnichannel interactions.
Settings (9) Allows the agent to view personal and platform information, log settings, online help, set A/V notifications, and agent reports and performance.
WFO (10)

If WEM is enabled, displays the agent's WEM schedule, and a list of commitments assigned to them.

Address Book (11) Displays the agent's address books. All address books assigned to the agent are accessible here. The agent can search for an address book or use the drop-down to select one from a list. Selecting a contact in an address book displays that contact's details. The agent can click the mobile, email, or phone icon in the details to initiate a connection to that contact based on the icon the agent clicks.
New (12)

On the Omni tab, it allows the agent to initiate an outbound call, create a new commitment, or request a contact, if enabled.

On the Digital tab, it allows the agent to create an outbound email or chat, if enabled.

On both tabs, you must have the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge or be assigned to a routing queueClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. that allows you to perform these actions.

Queue Counter (13)

The number of contacts in the queue of the skills assigned to you. The queue counter only shows the counts of omnichannelClosed The ability to work on multiple interactions from different channels at the same time. interactions. If you only handle digital interactions, the counters will always show 0.

Icon

Description

Icon of an envelope. Email messages
Icon of a chat bubble. Chat messages
Icon of a phone. Calls
Icon of a tape. Voicemail
Icon of a list. Work Item
Icon of a chat bubble with the letters "SMS". Text messages (SMS)