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:

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.

    The login screen, showing these options: Set Phone Number, Set Station ID, and Integrated Softphone. Underneath, there is a Launch button.

  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

Active interactions are listed on the left. The top menu shows icons for navigation.

CXone Agent Embedded includes the:

Top Menu

A blue bar with icons for Agent Leg, Status Bar, Notifications, and More. Below that, there's a menu with icons for Contact History, Search, Queue, Directory, and so on.

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 icon, three horizontal lines. to open a menu with all of the available icons.

Icon Details

Agent Leg
Icon of a chain link.

Displays the status of your agent leg. When your agent leg is disconnected, you can click Agent Leg Disconnected Icon of a broken chain link. to connect it. When your agent leg is connected, you can click Agent Leg Connected Icon of a chain link. to disconnect it.

Status Bar
A box with your initials, your agent state, and a timer for how long you've been in that state.

Displays your current stateClosed 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 icon, a star. 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
Icon of a question mark in a circle.

 Opens this Online Help page.
Notifications
icon: a bell.		 Displays notifications, such as changes to your schedule.
Customer Card
icon, a person next to a document. 		Displays contact information, such as phone number and email. Also includes contact history, notes, and the available channelsClosed 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
icon of three people.
 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 icon: a microphone on a white background., Mask icon: sounds waves crossed out on a white background., Record icon: a dark blue circle inside a ring., and leave the conference.

Copilot
icon of an atom.

 Launches Enlighten Copilot for Agents.

Contact History
icon, a clock with an arrow pointing backwards.

Shows this information for your past interactions:

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
icon: a magnifying glass.

Enables you to search for interactions, messages, contacts, and threads.
Queue
icon, stacked items in a container.

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
icon, a notebook with a picture of a person on it.

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
icon, a calendar.

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
icon, a checklist. 		Opens your WEM agent space, where you can manage your schedule, request coaching sessions, request time off, and trade shifts.
Settings
icon, a gear.		 Launches your configurable settings. If the warning icon next to the Settings (gear) icon, an X in a red circle appears. appears, you have a connectivity issue. View your network status information for details.

More
icon, three horizontal lines.

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 Icon: a box with an arrow pointing to the top right.. You can pop them back into CXone Agent Embedded by clicking Return to Agent View Icon: a box with an arrow pointing to the bottom left..
  • 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 icon, a box with an arrow pointing to the top right. to open the page in a new tab. To pop the page back in to the app space, click Pop In icon, a box with an arrow pointing to the bottom left..

You can change which apps appear in the top menu and the order they appear in by opening More icon, three horizontal lines.. Then click Reordericon, eight dots in a two by four grid. next to an app and drag.

Interactions Menu

Lists the interactions assigned to you. Icons for Collapse, New Outbound, and Sort are at the top.

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

  • the Apple Messages for Business icon: a gray apple.: Apple Messages for Business message
  • Icon of a phone.: Call
  • 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 X icon, a white letter X in a black box.: X (formerly known as Twitter) post or message
  • icon of a cassette tape.: Voicemail
  • the WeChat icon: two green speech bubbles with dots inside.: WeChat message
  • The WhatsApp logo, a phone inside a speech bubble.: WhatsApp message
  • icon of a list of tasks.: Work item

The Interactions Menu displays these icons at the top:

Icon Details
Expand
Icon: lines with an arrow pointing to the right.		 Maximize the Interactions Menu.

Collapse
Icon: lines with an arrow pointing to the left.

Minimize the Interactions Menu.

New Outbound
icon of a person with a plus sign.

 Start an outbound interaction.
Request More
icon of a person with a down arrow.
 Request more interactions.
Sort
Icon of three lines in a circle.

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 Icon of three lines with an arrow pointing down. 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 Icon of three lines with an arrow pointing down. 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 of an exclamation point inside a yellow triangle. appears in yellow. When the timer reaches 0:00, the alert icon of an exclamation point inside a red triangle. 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 of an exclamation point inside a yellow triangle. 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
icon: two vertical lines forming a pause symbol next to a phone on a white background.		 Place the contact on hold.
Resume
icon: two vertical lines forming a pause symbol next to a phone on a red background.		 Take the contact off hold.
Mute
icon: a microphone on a white background.		 Mute your microphone so that the contact cannot hear you.
Unmute
icon: a microphone crossed out on a dark blue background.		 Unmute your microphone so that the contact can hear you.

Mask
icon: sounds waves crossed out on a white background.

Play white noise over the call recording. This is useful for hiding sensitive information.

You cannot end a call while masking.
Unmask
icon: sounds waves crossed out on a dark blue background.		 Stop playing white noise over the call recording.
Record
icon: a dark blue circle inside a ring.		 Record the call. This icon turns red while you're recording. When finished, the recording appears in the Interactions app in CXone.
Consult / Transfer
icon of a person with a right arrow.

Conference with up to eight parties or transfer the contact to another agent, skillClosed 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
icon: nine squares.		 Open a keypad. This is useful if you need to press a number while making an outbound call.
Launch
icon: a box with an arrow pointing up.

View a list of available indicatorsClosed Custom menu items configured by an administrator for the call, if your administrator has enabled them.

 
Hang Up
icon: a phone facing down.
 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.

  • When you open an interaction in CXone Agent Embedded, the record in the Current Interaction section of the customer card opens in Salesforce and is put in focus.

    The case record in the Current Interaction section in CXone Agent Embedded is open in Salesforce.

  • When you open an interaction in CXone Agent Embedded, the records in the Related Interactions section of the customer card open in Salesforce but are not put in focus.

    The contact records in the Related Interactions section in CXone Agent Embedded is open in Salesforce but not focused.

  • If a new Related Interaction is found during a refresh, the record for it opens in Salesforce but is not put into focus. If you select the record in Salesforce, the interaction for it opens in CXone Agent Embedded.

    A case record is selected in Salesforce. The interaction for it opens in CXone Agent Embedded.