Configure CXone Agent Integrated Settings

This page describes the tasks you can complete in Settings icon of a gear. in CXone Agent Integrated. CXone Agent Integrated automatically saves your changes to these settings. It remembers them even if you clear your browser's cache and cookies.

Change the Default Call Volume

This setting only applies to Integrated Softphone.

  1. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  2. Select Login & Voice Preferences from the drop-down.
  3. Adjust the volume slider under Softphone.
  4. CXone Agent Integrated automatically saves your changes.

Configure Auto Accept for Incoming Calls

This setting only applies to Integrated Softphone.

  1. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  2. Select Login & Voice Preferences from the drop-down.
  3. Enable Auto Accept to allow Integrated Softphone to answer incoming calls.
  4. CXone Agent Integrated automatically saves your changes.

Change Your Ringtone

This setting only applies to Integrated Softphone.

  1. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  2. Select Login & Voice Preferences from the drop-down.
  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 Integrated automatically saves your changes.

Configure Your Secondary Ringer

This setting only applies to Integrated Softphone.

  1. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  2. Select Login & Voice Preferences from the drop-down.
  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 Integrated automatically saves your changes.

Enable Noise Cancellation

When Noise Cancellation is enabled, Settings icon of a gear. includes controls for reducing the background noise and echoes on either side, or both sides, of a phone call. Removing noise like other voices, traffic, and typing makes calls more professional. It also enables you to better focus on your calls.

  1. Make sure Noise Cancellation is enabled for your system. Your administrator can help with this.

  2. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  3. Select Login & Voice Preferences from the drop-down.
  4. To turn on Noise Cancellation for your side of calls, enable the toggle next to the microphone icon , a microphone in black and white.. Adjust the Sensitivity level.
  5. To turn on Noise Cancellation for the contact's side of calls, enable the toggle next to the speaker icon , a speaker with soundwaves in black and white.. Adjust the Sensitivity level.
  6. CXone Agent Integrated automatically saves your changes.

Set Up Notification Sounds

You can enable settings to hear notification sounds for different events.

  1. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  2. Select A/V Notifications from the drop-down.

  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.

  1. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  2. Select A/V Notifications from the drop-down.

  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 Where Screen Pops Open

  1. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  2. Select Display & Keyboard from the drop-down.

    • 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 Integrated, disable Panel Open in Browser.

  3. CXone Agent Integrated automatically saves your changes.

Choose to Send or Not Send with Enter Key

You can choose how the Enter key on your keyboard behaves when you're writing messages.

  1. In CXone Agent Integrated, click More icon, three horizontal dots. > Settings.
  2. Select Display & Keyboard from the drop-down.

  3. In the Send with Enter drop-down, select one of the following options:

    • All channels: Send all messages using the Enter key.

    • All channels except email: Send all messages except emails using the Enter key. When you're writing emails, Enter starts a new line.

    • No channels: Don't send messages using the Enter key. Instead, Enter starts a new line.

  4. CXone Agent Integrated automatically saves your changes.

View Supported Keyboard Shortcuts

Settings icon of a gear. displays the keyboard shortcuts you can use in CXone Agent Integrated. Go to More icon, three horizontal dots. > Settings, then select Display & Keyboard from the drop-down. Scroll through the table in the Keyboard Shortcuts section. There are 49 supported shortcuts. They are supported in MacOS and Windows operating systems and Edge and Chrome browsers.

Enable Click to Dial

Click to Dial enables you to dial phone numbers by clicking them in your browser.

  1. In Google Chrome:

    1. Go to Extensions Puzzle piece icon..

    2. Click Options icon of three dots stacked vertically. next to CXone Agent Browser Extension.

    3. Turn on Enable Click to Dial.

    4. Click Update.

  2. In Microsoft Edge:

    1. Click Extensions icon of a puzzle piece..

    2. Click More actions icon of three horizontal dots. next to CXone Agent Extension, then select Extension options.

    3. Turn on Enable Click to Dial.

    4. Click Update.

Enable Telemetric Data

This allows CXone Agent Integrated to collect information about your ChromeOS device. CXone Agent Integrated displays this information under Settings icon of a gear.Information > Telemetric Data.

  1. In Google Chrome:

    1. Go to Extensions Puzzle piece icon..

    2. Click Options icon of three dots stacked vertically. next to CXone Agent Browser Extension.

    3. Turn on Enable Telemetric Data.

    4. Click Update.

  2. In Microsoft Edge:

    1. Click Extensions icon of a puzzle piece..

    2. Click More actions icon of three horizontal dots. next to CXone Agent Extension, then select Extension options.

    3. Turn on Enable Telemetric Data.

    4. Click Update.

View Information

The Information page in Settings icon of a gear. displays details about your current session, including:

  • Network Status: The performance of the connection between CXone Agent Integrated and the NICE CXone servers. If the connection is poor, a warning icon next to the Settings (gear) icon, an X in a red circle appears. appears next to Settings icon of a gear.. When the connection issue is resolved, a pop-up message appears. It indicates that you can now interact with contacts in real time.

  • General Information: Information about you (Agent Name, Displayed Username, Agent ID, and so on) and your CXone Agent Integrated instance (Version, Session ID, Caller ID, and so on).

  • Interaction Routing: Information about how contacts are routed to you. This includes the maximum number of contacts you can handle at a time, your routing method (static or dynamic/omni), if you can request interactions, and if CXone Agent Integrated automatically focuses on incoming interactions.

  • Logging Configuration: In the Log Level drop-down, you can select the level of console log data you want to be passed from CXone Agent Integrated to NICE CXone Technical Support to help with troubleshooting.

This page is helpful for verifying session information and troubleshooting. Your administrator may ask you to navigate to this page to share these details. To do so, click More icon, three horizontal dots. > Settings, then select Information from the drop-down.

View Skill Assignments

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 More icon, three horizontal dots. > Settings, then select Agent Skills from the drop-down.