CXone Agent Embedded

This overview is for agents. If you're an administrator, learn about administration tasks in CXone Agent Embedded.

CXone Agent Embedded is an agent application for Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk that allows you to interact with contacts through:

• Phone calls.
• Chats.
• Emails.
• SMS (text messages).
• Social messages through Apple Messages for Business, Facebook, Instagram, LINE, Microsoft Teams, X (formerly known as Twitter), and WeChat.
• Social platform interactions on Apple Apps Reviews, Facebook, Google Play, Google Maps, Instagram, LinkedIn, X (formerly known as Twitter), and YouTube.
• Voicemails.

• WhatsApp messages.

You can handle multiple interactions at the same time. Depending on how your organization uses CXone Agent Embedded, you can use a physical phone or Integrated Softphone for voice interactions. Integrated Softphone allows you to use your browser's voice capabilities to handle calls.

Your administrator installs CXone Agent Embedded in Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, or Zendesk for you.

Log out when you're finished working. Closing the browser window does not automatically log you out.

Log in to CXone Agent Embedded

1. Launch CXone Agent Embedded.

2. Enter your NICE CXone credentials and click Sign In.
3. In the Voice Preferences window, select one of these options:
   • Set Phone Number, and enter your phone number.
   • Set Station ID, and enter your station ID.
   • Integrated Softphone.
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4. To have CXone Agent Embedded remember the option you selected, select Remember Setting. It also remembers the phone number or station ID you entered.
5. Click Launch.

The CXone Agent Embedded Interface

CXone Agent Embedded includes the:

• Top menu: Displays navigation icons, such as Queue , Directory , and Settings . Also displays your Notifications , Agent Leg , and current state The availability status of an agent.
• Interactions Menu: Lists each active interaction assigned to you. Interactions may be automatically routed and assigned to you. If you reply to an interaction that isn't assigned to you, CXone Agent Embedded does not automatically assign it to you. You must manually assign the interaction to yourself.
• Voice control panel: Displays voice control icons such as Mute , Hold , and Record . Appears only while you're handling a call.

Top Menu

This table lists the clickable icons in the top menu in CXone Agent Embedded and details about the space each icon opens. If you don't see one of these icons in your top menu, click More to open a menu with all of the available icons.

Icon	Details
Agent Leg	Displays the status of your agent leg. When your agent leg is disconnected, you can click Agent Leg Disconnected to connect it. When your agent leg is connected, you can click Agent Leg Connected to disconnect it.
Status Bar	Displays your current state The availability status of an agent and how long you've been in that state. Hover over the Status Bar to change your state or log out. You can click Favorite next to a state to have it appear at the top of the list. However, CXone Agent Embedded does not remember your favorites when you log out.
Help	Opens this Online Help page.
Notifications	Displays notifications, such as changes to your schedule.
Customer Card	Displays contact information, such as phone number and email. Also includes contact history, notes, and the available channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. for the contact. Your administrator must enable Customer Card for you.
Multiparty	Displays the contacts or other agents on the call. Appears only when you're in a consult or conferencing calls. Enables you to add or remove parties, Mute , Mask , Record , and leave the conference.
Copilot	Launches Enlighten Copilot for Agents.
Contact History	Shows this information for your past interactions: Case number Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge Date and time Status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. It only shows interactions you've accepted, not interactions you refused. It also only shows interactions marked as Closed or Resolved. Note that calls marked as Disconnected in MAX are marked as Closed in CXone Agent Embedded.
Search	Enables you to search for interactions, messages, contacts, and threads.
Queue	Displays the contacts waiting for you to answer. It also displays any work items in queue. Click a channel in the table to see more details.
Directory	Contains contact information for contacts and other agents in your contact center. To view all Directory entries, click in the search bar, leave it empty, and press the Enter key on your keyboard. Make sure All is selected in the drop-down. You can also search for specific names, skills, and teams. Click an entry to see the available channels for that contact, such as voice and SMS. Select a channel to start an outbound interaction.
Schedule	Displays your daily schedule, including any upcoming commitments. IEX WFM Integrated schedule items appear here in dark blue. You cannot edit these inside CXone Agent Embedded.
WEM	Opens your WEM agent space, where you can manage your schedule, request coaching sessions, request time off, and trade shifts.
Settings	Launches your configurable settings. If the warning icon appears, you have a connectivity issue. View your network status information for details.
More	Displays additional options, such as: Custom Workspace: Displays websites that your administrator has configured. If you expand CXone Agent Embedded, they appear inside the window. If you minimize CXone Agent Embedded, they appear in a new window. With CXone Agent Embedded expanded, you can pop custom workspaces out to a new tab by clicking Open in New Tab . You can pop them back into CXone Agent Embedded by clicking Return to Agent View . Reporting: Displays reports that help you evaluate your performance. Screen Pops: Displays links to other websites or apps that can help you handle interactions. You can click Pop Out to open the page in a new tab. To pop the page back in to the app space, click Pop In . You can change which apps appear in the top menu and the order they appear in by opening More . Then click Reorder next to an app and drag.

Interactions Menu

These icons appear when you have an active interaction for that channel type.

• : Apple Messages for Business message
• : Call
• : Chat
• : Email
• : Facebook post
• : Facebook Messenger message
• : Instagram post or message
• : LINE message
• : LinkedIn post or message
• : Microsoft Teams message
• : SMS (text message)
• : X (formerly known as Twitter) post or message
• : Voicemail
• : WeChat message
• : WhatsApp message
• : Work item

The Interactions Menu displays these icons at the top:

Icon	Details
Expand	Maximize the Interactions Menu.
Collapse	Minimize the Interactions Menu.
New Outbound	Start an outbound interaction.
Request More	Request more interactions.
Sort	Sort the interactions in the Interactions Menu by: Last Updated: The interactions with the most recent activity appear at the top. Click Sort by Descending to view the interactions with the least recent activity at the top. Created Date: The newest interactions appear at the top. Click Sort by Descending to view the oldest interactions at the top.

If your CXone Agent Embedded administrator has enabled them, response timers may display in the Interactions Menu for:

• Chats

• Emails

• SMS

• Social messages

• Social platform interactions

• WhatsApp messages

There are two types of response timers:

• Agent Timer: Indicates how long the contact has been waiting on you to respond. When fifty percent of your allotted time is left, the alert icon appears in yellow. When the timer reaches 0:00, the alert icon appears in red.

• Customer Timer: Indicates how long you've been waiting for the contact to respond.

  When fifty percent of the contact's allotted time is left, the alert icon appears in yellow. You can give the contact more time to respond by clicking +Time, if your administrator has enabled this for you. When the timer runs out, the interaction is removed from your inbox. If the contact responds after this, the interaction is re-assigned to an agent.

Voice Control Panel

This table lists the clickable icons in the voice control panel in CXone Agent Embedded and details about the function of each one.

Icon	Details
Hold	Place the contact on hold.
Resume	Take the contact off hold.
Mute	Mute your microphone so that the contact cannot hear you.
Unmute	Unmute your microphone so that the contact can hear you.
Mask	Play white noise over the call recording. This is useful for hiding sensitive information. You cannot end a call while masking.
Unmask	Stop playing white noise over the call recording.
Record	Record the call. This icon turns red while you're recording. When finished, the recording appears in the Interactions app in CXone.
Consult / Transfer	Conference with up to eight parties or transfer the contact to another agent, skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, or team. If you're an administrator, see this page for details about how to configure indicators.
Keypad	Open a keypad. This is useful if you need to press a number while making an outbound call.
Launch	View a list of available indicators Custom menu items configured by an administrator for the call, if your administrator has enabled them.
Hang Up	End the call. If the hang up icon is missing, you may have the Hide Inbound Hangup permission enabled. Contact your administrator.

Context Switching in Salesforce

If you're using CXone Agent Embedded in Salesforce, bi-directional context switching is available. This means that:

• When you open a record in Salesforce, the interaction associated with that record opens in CXone Agent Embedded.

• When you open an interaction in CXone Agent Embedded, the record associated with that interaction opens in Salesforce.