Configure CXone Agent Settings

Change Where Screen Pops Open

The Display and Accessibility tab in Settings. The Panel Open in Browser setting is second from the top.

  1. In CXone Agent, click Settings icon of a gear. in the left menu.

  2. Select the Display & Accessibility tab.

    • To have screen pops display in an external browser page, enable Panel Open in Browser.

    • To have screen pops display in Screen Pops marked by an icon of a pencil and an eraser. inside CXone Agent, disable Panel Open in Browser.

  3. CXone Agent will automatically save your changes.

Set Up Notification Sounds

You can enable settings to hear notification sounds for different events. CXone Agent automatically saves your changes, but remembers them only on your current device. Clearing your cache and cookies will reset these settings to Off.

The Audio Notifications section, with options for New Agent Message, New Contact, New Contact Reply, and End Chat or Call.

  1. In CXone Agent, click Settings icon of a gear. in the left menu.

  2. Select the A/V Notifications tab.

  3. Find the Audio Notifications section.
    • To hear a tone when you receive a message from another agent, enable New Agent Message.
    • To hear a tone when you receive a new inbound call, chat, email, SMS, or social interaction, enable New Contact.
    • To hear a tone when you receive a response to a new chat, email, SMS, or social interaction, enable New Contact Reply.
    • To hear a tone when a chat or call ends, enable End Chat or Call.
  4. In the drop-down next to each setting, select the tone you want to hear for each event. There are ten tones to choose from. Click Listen icon of a megaphone with three lines coming from it. to play a sample.

Set Up Notification Pop-Ups

You can enable settings to see notification pop-ups for different events. CXone Agent automatically saves your changes, but remembers them only on your current device. Clearing your cache and cookies will reset these settings to Off.

The Visual Notifications section, with options for New Agent Message, New Contact, New Contact Reply, and End Chat or Call.

  1. In CXone Agent, click Settings icon of a gear. in the left menu.

  2. Select the A/V Notifications tab.

  3. Find the Visual Notifications section.
    • To see a pop-up notification when you receive a message from another agent, enable New Agent Message.
    • To see a pop-up notification when you receive a new inbound call, chat, email, SMS, or social interaction, enable New Contact.
    • To see a pop-up notification when you receive a response to a new chat, email, SMS, or social interaction, enable New Contact Reply.
    • To see a pop-up notification when a chat or call ends, enable End Chat or Call.

Change the Default Call Volume

This setting only applies to Integrated Softphone.

The volume adjuster is under the Softphone section on the Login and Voice Preferences tab in Settings.

  1. In CXone Agent, click Settings icon of a gear. in the left menu.
  2. Select the Login & Voice Preferences tab.
  3. Adjust the volume slider under Softphone.
  4. CXone Agent will automatically save your changes.

Configure Auto Accept for Incoming Calls

This setting only applies to Integrated Softphone.

Auto Accept is under the Softphone section on the Login and Voice Preferences tab in Settings.

  1. In CXone Agent, click Settings icon of a gear. in the left menu.
  2. Select the Login & Voice Preferences tab.
  3. Enable Auto Accept to allow Integrated Softphone to answer incoming calls.
  4. CXone Agent will automatically save your changes.

Change Your Ringtone

This setting only applies to Integrated Softphone.

The Ringtone setting is in the Softphone section on the Login and Voice Preferences tab in Settings.

  1. In CXone Agent, click Settings icon of a gear. in the left menu.
  2. Select the Login & Voice Preferences tab.
  3. Select a Ringtone for Integrated Softphone from the drop-down. Click Play Ringtone icon of a triangle. to hear an audio sample.
  4. CXone Agent will automatically save your changes.

Configure Your Secondary Ringer

This setting only applies to Integrated Softphone.

The Secondary Ringer section in Settings is on the Login and Voice Preferences tab.

  1. In CXone Agent, click Settings icon of a gear. in the left menu.
  2. Select the Login & Voice Preferences tab.
  3. Select a Secondary Device from the drop-down to serve as backup for handling voice interactions. Click Play Ringtone icon of a triangle. to test the secondary ringer.
  4. Select a number, 0–10, from the Delay Seconds drop-down to specify how many seconds you want the system to wait before playing a ringtone to your secondary ringer.
  5. CXone Agent will automatically save your changes.

View Network Status Information

The Information tab in Settings, showing a network status bar and your account and system information.

The Information page in Settings icon of a gear. displays details about your current session, including performance of the connection between CXone Agent and the NICE CXone servers. If the connection is poor, a warning icon of an exclamation point inside a red triangle. appears next to Settings icon of a gear.. This page is helpful for verifying session information and troubleshooting. It includes this information:

  • Agent Name
  • Displayed Username
  • Agent ID
  • Version
  • Station ID
  • Session ID
  • Phone Number
  • Agent Leg ID
  • Caller ID
  • Browser Version
  • Web Server
  • Virtual Cluster
  • Browser Language
  • Browser Localization
  • Team Name
  • Team Name

If you use ChromeOS, the Telemetric Data section on this page displays this information about your device:

  • Processor Name

  • CPU Usage

  • Memory Usage

Your administrator may ask you to navigate to this page to share these details. To do so, click Settings icon of a gear. in the left menu, then select the Information tab.

View Skill Assignments

The Agent Skills tab in Settings, showing a search bar, a filter icon, and a list of the skills you're assigned to.

The Agent Skills page in Settings icon of a gear. displays the skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you're currently assigned to. Use the search bar at the top to search for a specific skill. Click Filter icon of a funnel. to filter by Media Type, including:

  • Chat

  • Digital

  • Email

  • Voice

  • Voicemail

To navigate to the Agent Skills page, click Settings icon of a gear. in the left menu, then select the Agent Skills tab.