Handle Approval Requests in Agent

You can handle approval requests in CXone Mpower Agent if your administrator has enabled them for you. You can approve or reject messages submitted by other agents. Any approval requests assigned to you will appear in the Interactions Menu, marked by one of these icons:

  • the Apple Messages for Business icon: a gray apple.: Apple Messages for Business message
  • Icon of a speech bubble.: Chat
  • Icon of an envelope.: Email
  • The Facebook logo, a letter F inside a circle.: Facebook post
  • icon of a lightning bolt inside a blue chat bubble.: Facebook Messenger message
  • the Instagram icon, a camera.: Instagram post or message
  • the LINE icon: the word Line in a green speech bubble.: LINE message
  • the LinkedIn icon: the letters I and N in a blue box.: LinkedIn post or message
  • the Microsoft Teams icon: icons of people with the letter T.: Microsoft Teams message
  • Icon of a smartphone.: SMS (text message)
  • The WhatsApp logo, a phone inside a speech bubble.: WhatsApp message
  • icon of a list of tasks.: Work item

  1. In Agent, select the approval request from the Interactions Menu to open it. It lists the agent's name, the contact's name, and an icon indicating the channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center..

  2. The agent's conversation with the contact appears. The submitted message is marked as Pending Approval. Review the message. Any notes from the agent appear in yellow.

  3. Choose one of these options:

    • Deny Icon of a piece of paper with an X.: Reject the mes sage and send it back to the agent. To tell the agent why you rejected their message, enter a reason and click Submit.

    • Approve Icon of a piece of paper with a check mark.: Approve the message and send it to the contact.

  4. Unassign and dismiss the approval request by clicking Options icon of three dots stacked vertically. at the top right > Unassign & Dismiss. The agent is then notified of your rejection or approval.