EM Agent

The Engagement Manager agent mobile app allows you to:

  • View your schedule, activity notes, and schedule notes.

  • View notifications of schedule updates and trade requests.

  • Trade schedules with other agents.

When you log in to the agent mobile app for the first time:

  • Make sure you allow EM to send you notifications.

  • Enter the activation key provided by your supervisor and click Activate.

Keep in mind, your agent mobile app session automatically times out after 60 minutes of inactivity.

For newly-activated agents, skills and schedules are reflected on the next day after the nightly job is executed.

Install the Agent Mobile App

You can install the app on an Android or an iOS device.

To install the mobile app:

  1. Go to the App Store on your iOS device or Google Play Store on your Android device.

  2. Search for NICE Employee Engagement Manager.

  3. Select the app and tap Install.

If your organization has set up multi-factor authentication, you will need to provide the MFA token when logging in. This authentication is set using global authentication and provides enhanced mobile app security.

agent mobile log in screen for MFA token

Your Schedule

You can get to the Schedule page by navigating to menu and then tapping Schedule. The schedule for the current day, in dark blue, appears below the calendar. Tap any day to see your schedule for that day.

CXone WFM lets you request schedule changes using the mobile app. You can request schedule updates anytime and anywhere.

To request schedule changes:

  1. Navigate to Menu agent mobile menu icon > Schedule.

    agent mobile app schedule screen

  2. Click Add to add an activity.

  3. Select an activity code from the drop-down list.

  4. Select Start and End times and dates.

    Remember, if you open the calendar month viewer to select dates, a green dot under a day indicates that a schedule has already been published for that date.

  5. Enter Comments if necessary.

  6. Click Submit.

  7. Click OK on the pop-up message and you'll see the updated schedule.

    agent mobile app schedule updated with schedule request change
  8. Click on any scheduled activity to edit or cancel it.

Notifications for Schedule Updates

You receive notifications whenever there is an update to your schedule or another agent requests to trade with you. You also receive an email notification for these changes.

To view notifications, tap the notification icon at the top of the screen. This icon includes the number of unacknowledged notifications. You can view notifications for the past 7 days.

In certain wireless network configurations, push notifications on iOS 13 may not work as expected. If this happens, disable the wireless network.

Keep in mind:

  • To respond to a trade offer, tap the notification. To accept a trade, you must respond to the trade request before it expires. You can:

    • Accept the trade by tapping Trade Schedule.

    • Decline the trade by tapping Not Interested.

  • To delete a notification after reading it, tap X.

    The number of unacknowledged notifications displayed on the notifications icon updates when you return to the Schedule screen.

Request Time Off in CXone WFM

Request Time Off uses the configuration defined for time-off requests in CXone WFM for the agent mobile app. Refer to Time-Off Planning and Approval Rules in CXone WFM for more information.

This allows you to:

  • Submit partial or full day time-off requests using the agent mobile app.

  • View a summary of time-off requests.

  • View time-off balance.

You can access the Time Off screen by navigating to agent mobile menu icon > Adjust Schedule > Time Off. This screen displays the time-off summary for the current month. You can filter the displayed time-off requests by tapping .

agent mobile app time off screen

To request time off in the mobile app for CXone WFM:

  1. On the Time-Off screen, tap agent mobile action > agent mobile new time off request button.

  2. Select Full day or Partial day. You cannot select Partial day if you don't have a published scheduled for the day. In this case you can only select Full day.

  3. For Full day, select an Activity, Start Date, and End Date and tap Submit.

  4. For Partial day, select an Activity, Date, Start Time, and End Time and tap Submit. The activity lasts between 1 and 8 hours.

    time off request for full day and partial day

You can also check the time-off balance by tapping > .

agent mobile app time off balance

This screen displays the following details of the time-off balance:

  • Earned: Total hours earned by you.

  • Used: Hours consumed by you.

  • Scheduled: Hours approved for future dates.

  • Remaining: Balance hours.

Cancellation of Approved Out-of-Office Activities

You can cancel your approved time-off requests. Your manager gets only the cancellation notifications, not the requests. Your previous schedule is restored after the cancellation. You can cancel your:

  • Full day time-off requests only for future dates.

  • Partial day time-off requests for future time and dates.

  • If the last activity on the schedule is approved time off, only then an agent can cancel the request.

  • If the schedule is generated but not published. After cancellation request:

    • An agent sees a blank schedule.

    • The manager sees the last generated schedule.

  • If the schedule is neither generated nor published, and an agent sees a blank schedule after cancelling the request.

  • The agent cannot cancel the approved time-off request:

    • If the schedule is updated or republished after the time-off request is approved.

    • If the cancellation and the partial day requests are selected together.

Request Absence in IEX WFM Integrated

You can request for absence using the mobile app without the need for involving your supervisor.

Request Absence allows you to:

  • Request partial or full day absence for a single day using the mobile app.

  • Submit an absence request for a configured number of days into the future (up to 28 days).

  • Send email notification to the agent’s supervisor.

To request absence in the mobile app for IEX WFM Integrated:

  1. Navigate to agent mobile menu icon > Adjust Schedule > Time Off.

    agent mobile app request absence screen

  2. Enter the following details:

    • Date: Date of the absence.

    • Exception Code: Activity or reason for the absence.

    • Start Time: Select the start time for the time off.

    • End Time: Select the end time for the time off.

  3. Tap Send Absence Request.