CXone Agent Integrated

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

CXone Agent Integrated is a Chrome extension application 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 Integrated, 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 Integrated.

The CXone Agent Integrated Interface

CXone Agent Integrated includes the:

• Top Navigation Menu —Displays the different apps available in CXone Agent Integrated.
• Interactions Menu—Shows an icon for each active interaction.
• Bottom Voice Control Panel —Offers useful options for handling voice contacts, such as mute, hold, and record. Appears only while you're handling a call.

Top Navigation Menu

This table lists the clickable icons in the top navigation menu in CXone Agent Integrated and details about the space each icon opens.

Icon	Details
Customer Card	Displays the customer's contact information, such as phone number and email. Also includes contact history and channels.
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	Lists 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.
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.

Click More in the top right to see additional options, such as:

• WEM —Opens your WEM agent space, where you can manage your schedule, request time off, and trade shifts.
• Settings —Launches your configurable settings.

To change which apps appear in the top navigation menu and the order they appear in, click Reorder next to an app and drag.

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

Bottom Voice Control Panel

This table lists the clickable icons in the bottom voice control panel in CXone Agent Integrated 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.