NICE CXone Agent for Zendesk — Administrators

If you are an agent, see Agent for Zendesk.

Agent for Zendesk is an integration of the CXone agent application into the Zendesk customer service platform. The integration allows your agents to handle contacts as if they were doing so within Zendesk, instead of jumping between different application windows. Also, agents experience a seamless connection of contact data in the agent interface, enabled through custom data capabilities in the CXone Console. A few key features of the agent integration are:

Automatically log inbound/outbound calls to Zendesk.
Call dispositions Result that the agent or system assigns to the contact when the interaction ends..
Data memorialization.
Address book support.
Analytics dashboard.

CXone Console

The CXone Console can be reached through a web browser at console-crm.niceincontact.com.

Displays the 6 tabs of the Console: Users, Company Settings, Features, Profile, Analytics, and Troubleshooting.

Similar to managing your ACD in the CXone platform, you manage your agent integration in the CXone Console. You can think of the Console like the hub that connects your CRM, CXone, and the agent integration. In addition to connecting data and user accounts, you can also set up features like custom Info tab layouts and dispositions. To get started with the Console, your onboarding process includes the creation of a CRM administrator. This administrator has API access and can begin setting up your integration. Setup includes creating other administrator accounts, connecting your phone system, and so forth. To understand different types of user accounts, contact your CXone Account Representative, see the following section, or see the Manage CRM Users page.

Understanding Types of User Accounts

To avoid potential confusion with the Console, you must understand the different user accounts. Members of your organization will typically have 2 accounts — a CRM account and a CXone account. The CXone account provides routing and agent application access. The Console allows you to link the CXone account to your user's CRM account (as well as manage and configure features of the agent application). This link provides a consistent and seamless experience for your agents. They can use the agent application as an integration with your CRM and avoid opening multiple applications. This link also allows you to more conveniently manage users and interaction data.

You can also create different types of Console administrator accounts. These administrator accounts only have access to the Console. In the Console, they can view analytics, troubleshoot connectivity issues, or manage features.

Console Tabs

Users

The Users tab of the Console is your main location for managing user accounts that have access to the agent integration or the CXone Console. You can use this page for standard user management tasks. You can perform tasks such as creating a new Console user, giving administrator access, or resetting an account password. Additionally, this page offers two key features:

Synchronizing your CRM user accounts with CXone user accounts.
Displaying your available user licenses and how many are actively in-use.

Company Settings

The Company Settings page is further separated into additional tabs. These tabs allow you to manage key features of your CRM integration, such as the phone system you use, administrator accounts, or your overall organization through CRM teams.

Features

The Features tab allows administrators to enable and customize features of the agent application. Key features include setting up custom data for screen pops and data memorialization, enabling teams to organize your agents, or setting up click to dial.

Click to view definitions for each feature

Field	Details
@Mention Syntax	Use the @ sign to pull up a list of users from your CRM who can be sent a copy of the notes you enter in the call notes box of the agent application. This feature helps you keep key players in the loop with just a quick @mention. You can determine if you want users to type a username (@s.holmes@doyle.com) or a user's name (@Sherlock Holmes) when utilizing the mention feature.
Advanced Click-to-Dial	Click-to-dial allows for you to click on phone numbers on any page in Chrome or within your CRM to dial out, eliminating the need to manually dial numbers. Advanced Click-to-Dial allows you to choose from Loose Mode and Strict Mode for click-to-dial parsing. In Loose Mode, all numbers will show up as click-to-dial, whether or not they are in a phone field in the CRM. At times, certain numbers such as tracking numbers, quote numbers and order numbers may be misinterpreted. In Strict Mode, only numbers in phone number fields will show up as click to dial capable. This eliminates potential misinterpretation, but will not hyperlink numbers outside of phone fields.
Advanced Workflow	With Advanced Workflow, you can pop specific CRM pages or custom URLs directly in the agent application, such as a matching CRM record. You can also provide global links which can be accessed from anywhere in the application, such as a link to the relevant online help content. When configuring a workflow, you can define which pops or links display to which teams or roles.
Agent Status	Use the Console to manage and map the status of your users across your integrations.
Assign Record Parent	Ability to associate and link a record with its parent record.
Call Context Transfer	Allows agents to send links and notes to each other upon transfer of a phone call. This helps the subsequent agent to continue handling the contact smoothly and avoid contact frustration.
Cases	The extension allows you to link your call notes to existing open cases in your CRM. You can also create new cases with a single click that are automatically associated with the call and the CRM record you are connecting with.
Create Record Buttons	By default, each CRM supports the creation of basic record types such as Contact, Account, User, Lead, and so forth. This feature allows you to add support for creating custom records from the floating UI.
Custom Email Templates	Customize emails sent from CXone (such as a welcome message). Users can create templates in the Profile page of the Console.
Custom Information Tab	Create completely custom layouts for the CXoneInformation tab on a team-by-team basis. By leveraging objects and fields you already have available in your primary CRM, you can create dynamic, relevant, and organized interfaces for anyone in your organization.
Custom Resources	Allows administrators to add custom "resource objects" that can be viewed, created, and related to your calls within the agent interface. An example custom resource object could be an opportunity case. These resources are accessible in the Actions tab of the agent application.
Data Memorialization	Automatic population of call metadata into CRM fields. Fields are customizable in the Console. See Manage CRM Data to set up this feature.
Dispositions	Dispositions enable agents to quickly assign key attributes to every contact directly in the agent application. For example, you can designate a sales lead status as Qualified or Hot to help establish priority while designating the lead's Communication Preference at the same time. You can also record a call’s purpose or outcome with labels like Support Call and Left Voicemail.
Launch an Online meeting	Launch an online meeting using one click from the agent application while sending a link to join them meeting to the matched contact in the popup.
Natural language processor	Automatically create follow-up tasks in the CRM when a phrase is detected in the notes box on (must be from a saved note). The extension uses natural language processing to recognize phrases such as "follow up tomorrow" or "call back next week". Allows agents to assign a task to another user by following the follow up command with a mention. For example, typing "Follow up with Moriarty tomorrow. Assign to @j.watson@doyle.com" would create a task in Watson's name for tomorrow. Phrases: Call, Follow up, FU (follow up), CB (callback), Task, Remind, Remind me, Retry, Try again.
Notes Setup	Enables the Notes section and links notes documented between the CRM platform and the agent application.
OpenID Connect	OpenID Connect is an authentication protocol, which allows you to use CXone or Microsoft Active Directory as an identity provider (IdP) for authenticating agents. Contact your CXone Account Representative to set up and configure OpenID Connect.
Opportunities	Support for searching Opportunities modules in your CRM for phone numbers on inbound or outbound calls. Ability to create a new Opportunity record from the popup and to see a list of associated Opportunity records in the Floating UI.
People Lookup	Get extended information from additional data sources with the search function in the agent application.
Single Sign-On	Setup your identity provider parameters to integrate CXone with your single sign-on solution.
Social Media Lookup	Search social media accounts with the current record using the email provided by the CRM. Agents will be able to see the records from sources such as LinkedIn, Facebook, and Google+ directly in the agent application.
Support Contact Details	Display the NICE CXone support number in the agent application by enabling this feature and entering the number in this feature's details.
Unassociate Phone Number	Unassociate phone numbers wrongly associated to records directly from CXone.
Voice Link	Adds a playable link to the call recording in the phone activity of the CRM. This makes it quick and easy for managers and end users to reference recorded customer conversations for coaching and compliance.

Profile

This tab allows a user to edit their account information, such as click to dial extensions or username, and also create email templates. Email templates are standard email responses launched directly from the agent application.

Analytics

Provides basic analytics data on calls handled through the agent application. Administrators can control which personnel can view data for a specific team through the team settings. Reports run on the Analytics tab can be exported as a CSV file.

Troubleshooting

Provides basic performance information of your system. You can use this information to ensure your contact center runs smoothly or if you need to contact technical support for assistance. You can perform a test call to replicate issues with the diagnostic tool, which sends data to the technical support team.

Any social media, social networking, and other technology sites, applications, or products referenced in this topic are the property of their respective owners.