CXone Agent Integrated

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

This content is for a product or feature in controlled release (CR). If you have questions not answered in the online help, talk to your manager.

CXone Agent Integrated is a Chrome extension application that allows you to interact with contacts through:

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 opened to the Home tab. An active contact is shown in the center of the screen.

CXone Agent Integrated includes the:

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
icon, a person next to a document.
Displays the customer's contact information, such as phone number and email. Also includes contact history and channels.

icon, a house.

Your primary landing page. This is where active contacts are displayed.

Contact History
icon, a clock with an arrow.

Shows details about your past interactions, including:

icon, a file folder.

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 Assignment icon: a file folder, with a circle with the number three inside..

icon, stacked items in a container.
Displays the calls waiting for you to answer. You can click Phone Icon of a phone. under Channel to see the queue details for each of your voice skills.
icon, a notebook with a picture of a person on it.
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.
icon, a calendar.
Displays your daily schedule.

Click More icon, three horizontal lines. in the top right to see additional options, such as:

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

To change which apps appear in the top navigation menu and the order they appear in, click Reorder icon, six dots in a two by three grid. next to an app and drag.

Interactions Menu

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

  • Icon of a phone.—Call
  • Icon of a speech bubble.—Chat
  • Icon of an envelope.—Email
  • Icon of a smartphone.—SMS (text message)
  • The Facebook logo, a letter "F" inside a circle.Facebook message
  • The Twitter logo, a bird inside a square.Twitter message
  • The Instagram logo, a camera.Instagram message
  • The WhatsApp logo, a phone inside a speech bubble.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
icon: two vertical lines forming a pause symbol.
Place the contact on hold so you can ask your supervisor a question or find the answer to the contact's question.
icon: a megaphone crossed out.
Mute your microphone so that the contact cannot hear you.

icon: a microphone crossed out.

Play white noise over the call recording. Useful to hide sensitive information about a contact, such as their social security number and address.

icon: a circle inside a ring.
Record the call. When finished, the recording appears in the Interactions app in CXone.
icon: two arrows pointing opposite directions, one to the right and one to the left.
Transfer the contact to another agent or skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
icon: nine squares.
Open a keypad. Useful if you need to press a number while making an outbound call.
icon: a box with an arrow pointing up.
View a list of available indicatorsClosed Custom menu items configured by an administrator for the call.
Hang Up
icon: a phone facing down.
End the call.