NICE CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration

If your administrator enabled Advanced Chat, Proactive Chat, Web Analytics and Collaboration for your contact center, you will see one of two versions:

If you do not have co-browse or file sharing enabled, you can handle chats the same way you do other chats.

The NICE CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration V1 Interface

Interface Element Details
Dashboard (1) Displays your personal stats and the current status of members of your group, including: 
  • Visitors On Site — The number of visitors currently browsing the website.
  • Visitors Waiting for Dialog — The number of contacts in your group queue who have requested to chat.
  • Visitors in Dialog — The number of contacts in a current chat session with an agent in your group.
  • Completed Dialogs Today — The number of chat interactions you have completed today.
  • Agents in Desktop — The number of agents in your group currently logged in to the application.
  • Date Selector — Stats for the current day, the previous day, the previous week (7 days), or the previous month (30 days). All views include the current day.
  • Dialogs — The total number of dialogs you've handled in the specified period.
  • Cases Closed — The number of cases you closed in the specified period.
  • Success — The percentage of your positive closures during the specified time period. A closure always has a predefined property that is positive, negative, or neutral.
  • Avg Dialog Time — The average amount of time you spent handling chats during the specified period.
  • Agents in Desktop — The names of the agents in your group who are currently logged in to the application and the number of chat sessions each is handling.
Desktop Option 1 (2) This desktop view option contains three sections:
  • A fold-out menu that contains user account options.
  • A dialog area where you access chat windows.
  • A queue menu that displays the current queue information, allows you to generate a meeting code to initiate a co-browsing session, and allows you to modify your desktop settings.

Desktop Option 2 (3) This desktop view option contains three sections:
  • A fold-out menu that contains user account options.
  • A dialog area where you access chat windows.
  • A slide-out menu that displays the current queue information, allows you to generate a meeting code to initiate a co-browsing session, and allows you to modify your desktop settings. It also specifies which chats were initiated by a contact clicking a banner and which were initiated by proactive chat, if your administrator has enabled that feature.
Status (4)

Your current Customer Engagement Panel status. This status only affects your ability to take on chat interactions in the Customer Engagement Panel. To stop handling other interactions in MAX, change your MAXstateClosed The availability status of an agent. to Unavailable.

Information (5)

Information about the contact's operating system, device type, and browser.

Chat Duration (6)

The amount of time since the selected chat began.

Case Management (7)

Allows you to change the case type, assign a closure, or close the case.

Contact Information (8)

Information about the contact if it is available.

Screen Sharing (9)

Allows you to share your screen or a single application with the contact.

Text Box (10)

The dialog of the chat so far.

Notes (11)

Allows you to add internal notes about the current chat.

Canned Responses (12)

Allows you to select a canned response or a link to available documents. You can edit canned responses before sending them.

Case Types (13)

Allows you to view available case types and select one to apply to the interaction. To see more case management options, click More options.

Finish (14)

Allows you to complete the case management for the chat.

Dialog Queue (15)

The number of contacts waiting to chat.

Agents (16)

The number of agents who are logged in.

Ongoing Chats (17)

Displays the number of current ongoing chat contacts.

Queue Options (18) Enables you to change your queue options.
  • Unpin queue — Switches your Queue menu view from static to slide-out.
  • Group status overview — Displays details about the current group status .
  • Generate meeting code — Available only for single-channel handling environments. Generates a code to initiate a co-browse session with a contact who is not yet engaged in a chat.
  • Desktop settings — Allows you to change the chat font size and message notification settings.
Software Issues (19)

Allows you to report software issues by creating a debug file.

The NICE CXone Advanced Chat, Proactive Chat, Web Analytics and Collaboration V2 Interface

Image map of v2 advanced chat.

Field Description
Contact Tabs (1) The differently colored contact tabs to the left of the chat window let you toggle between chat interactions and display one or two timers: a timer with a gray background displays the total time you have been handling the chat interaction, and, if the contact sent the last message, a timer with a blue background displays the total time the contact has been waiting for you to respond to the last message. If you are required to do after call workClosed State that allows an agent to complete work requirements after finishing an interaction. or apply a disposition to the contact, a timer with a purple background displays the total time since you ended the contact and ACW began.
Launch (2) Contains the New Commitment and Cobrowse MAX buttons, if configured by your administrator.
Slide-Out Icon (<<) (3) Hides the chat window.

The Advanced Chat Co-Browsing Interface

Field Description
URL (1) The URL of the page the contact is viewing.
Pause (2) Pauses the page navigation. The contact may continue to navigate, but you continue to see the page in its paused state until you unpause it.
Zoom (3) Zooms your view in or out on the page you are co-browsing with the contact.
Highlight (4) Allows you to highlight and draw attention to elements of the page.
Get Form Values (5) Updates the page to display the values the contact has entered.
Display Names (6) Displays the names of the pause, zoom, highlight, and get form value co-browsing functions and provides an alternate method for accessing them.
Resources (7) A list of links to forms and co-browse actions you can perform.
Fill Form (8) Allows you to assist visitor in web form processes. You can read data and highlight areas and errors without re-loading or submitting the page.
Video Call (9) Initiates a live video call with the contact.
Voice Over (10) Allows you to speak to the contact as you work.
Share Screen (11) Shares your screen or a single open application on your screen with a contact. The screen or application are live, so contacts can see updates you make while you share.