CXone Agent for Microsoft Teams

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

CXone Agent for Microsoft Teams is an agent application for Microsoft Teams that allows you to interact with contacts through:

• Phone calls.
• Chat .
• Email .
• SMS (text messages).
• Direct messages on Facebook, Twitter, and Instagram.

• Inbound WhatsApp messages.

You can handle multiple interactions at the same time. Depending on how your company uses CXone Agent for Microsoft Teams, 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.

If you're a new user, learn how to install and sign in to CXone Agent for Microsoft Teams.

The CXone Agent for Microsoft Teams Interface

CXone Agent for Microsoft Teams includes the:

• Left Navigation Menu —Displays the different apps available in CXone Agent for Microsoft Teams.
• Interactions Menu—Shows an icon for each active interaction.
• Voice Control Panel —Offers useful options for handling voice contacts, such as mute, hold, and record. Appears only while you're handling a call.
• App Space—Provides access to customer data through Customer Card and Contact History. Also displays some of the same apps from the side navigation menu.

Left Navigation Menu

This table lists the clickable icons in the left navigation menu in CXone Agent for Microsoft Teams and details about the space each icon opens.

Icon	Details
Home	Your primary landing page. This is where active contacts are displayed.
Contact History	Shows details about your past interactions, including: Contact information, such as a phone number. Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Case number. Date.
Assignment	Opens the interactions menu with the contacts assigned to you. When you have active assignments, a blue bubble with the number of assignments appears next to the Assignment icon .
Queue	Displays the calls waiting for you to answer. You can click Phone under Channel to see the queue details for each of your voice skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
Directory	Contains contact information for customers and other agents in your contact center. You can search for names, skills, and teams. Hover over an entry to see the available channels for that contact. Select a channel to start an outbound interaction.
Schedule	Displays your daily schedule.
WEM	Opens your WEM agent space, where you can manage your schedule, request time off, and trade shifts.
Settings	Launches your configurable settings.
More	Shows all the apps available in CXone Agent for Microsoft Teams, including those that didn't fit in the left navigation menu. You can change the apps that appear in the left navigation menu and the order they appear in by clicking Reorder next to an app and dragging.

Interactions Menu

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

• —Call
• —Chat
• —Email
• —SMS (text message)
• —Facebook message
• —Twitter message
• —Instagram message
• —WhatsApp message

Voice Control Panel

This table lists the clickable icons in the voice control panel in CXone Agent for Microsoft Teams and details about what you can do by clicking them.

Icon	Details
Hold	Place the contact on hold so you can ask your supervisor a question or find the answer to the contact's question.
Mute	Mute your microphone so that the contact cannot hear you.
Mask	Play white noise over the call recording. Useful to hide sensitive information about a contact, such as their social security number and address.
Record	Record the call. When finished, the recording appears in the Interactions app in CXone.
Transfer	Transfer the contact to another agent or skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
Keypad	Open a keypad. 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.
Hang Up	End the call.
Outcome	Assign a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to the call.

App Space

When you select an interaction in CXone Agent for Microsoft Teams, the App Space appears on the right. In addition to some of the same apps shown in the left navigation menu, the App Space displays specific apps to help you handle that interaction. These may include:

Icon	Details
Customer Card	Displays the customer's contact information, such as phone number and email. Also includes contact history and channels.
Quick Replies	Displays reply templates you can select, customize, and send.