This overview is for agents. If you're an administrator see NICE CXone Agent for Salesforce for Administrators.
Agent for Salesforce supports the current version and the two previous versions of the agent.
Agent for Salesforce integrates the NICE CXone agent application into Salesforce. This allows you to handle interactions directly in Salesforce instead of jumping between applications. Your administrator can select one of the three Agent for Salesforce user interfaces for you to use: classic, classic in lightning, or fully integrated lightning experience.
Learn more about the Agent for Salesforce user interfaces
A comprehensive product training video is available for those who are new to Agent for Salesforce.
The Agent for Salesforce offers the following features:
- The ability to perform default and custom screen pops on any Salesforce object and any NICE CXone contact channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on..
- Automatic creation of Task and Activity records in Salesforce that can include any NICE CXone information about the call.
- Click-to-dial from within Salesforce.
- Support for both the classic view and the new Service and Sales Cloud Console view within Salesforce.
NICE CXone Agent for Salesforce Interface
| Field | Description | ||||||||||||
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| Messages Indicator (1) | Indicates that there are one or more unread agent messages. | ||||||||||||
| Agent Leg Status (2) |
Displays your connectivity status. The agent leg status is not the same as the availability status. There are three status types:
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| Availability Status (3) | Shows your current state The availability status of an agent. in the contact center. It provides a way for you to change the status. The time in state (shown below the Availability Status bar) restarts when the status changes. |
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| Phone (4) | Initiates an outbound call using the keypad. Your availability status does not need to be set to Available to make an outbound call. You can click the numbers or use the keyboard to enter a number to dial. | ||||||||||||
| Agents (5) | Displays a list of other agents and their availability state. You can filter the list or search for a specific agent. Selecting an agent in the list initiates an outbound call to that agent. | ||||||||||||
| Skill List (6) | Displays a list of all skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge (except skills restricted by your security profile), the number of contacts in queue for the skill, and the longest wait time in each queue. You can filter the list or search for a specific skill. Selecting a skill in the list initiates handling a contact in that skill.
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| Address Books (7) | Displays your address books. All address books assigned to you are accessible here. You can search for an address book or use the drop-down to select one from a list. Selecting a contact in an address book displays that contact's details. You can click the mobile, email, or phone icon in the details to initiate a connection to that contact based on the icon you click. | ||||||||||||
| Contact History (8) | Displays your contact history. You can filter the list or search for a specific contact. You can select a contact to display a skill selection list, and then select a skill to initiate an outbound call to the phone number in the contact history. | ||||||||||||
| Information (9) | Displays basic information about you, including the currently installed version of Agent for Salesforce and a list of skills assigned to your user account. | ||||||||||||
| Email (10) |
Initiates the email feature. The email interface pops out into a separate screen. Your availability status does not need to be set to Available to create an email. |
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| Commitment Manager (11) |
Displays a list of pending commitments and the option to create a new commitment. Select Me to view your own commitments or Skill to view commitments assigned to a skill queue. |
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| Agent Reports (12) | Displays the Agent Reports dashboard, which allows you to view your performance and productivity. | ||||||||||||
| Schedule (13) |
Displays a list of commitments assigned to you and, if you have CXone WEM enabled, your WEM schedule. Click the Open WEM link in bottom right-hand corner to pop out a window that displays additional information. (Note: integrates with CXone WEM, not IEX WEM Integrated) |
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| Agent Messages (14) | Displays agent messages. | ||||||||||||
| Help (15) | Redirects you to the NICE CXone online help site. | ||||||||||||
| Options (16) | Allows you to change personal information, submit feedback about NICE CXone Agent for Salesforce, set A/V notifications, and download the Agent for Salesforce log. | ||||||||||||
| Queue (17) |
The number of contacts in the queue of the skills assigned to you. It includes each of the following queues:
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Agent for Salesforce Fully Integrated Lightning Interface
| Field | Description | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Popout (1) | Allows the agent to pop out the phone contact into a bigger screen for handling. | ||||||||
| Availability Status (2) | Shows the agent's state The availability status of an agent. in the contact center. It provides the agent with a way to change the status. The time in state (shown below the Availability Status bar) restarts when the status changes. |
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| Agent Leg Status (3) |
Displays the agent's connectivity status. The agent leg status is not the same as the availability status. There are three status types:
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| Active (4) | Displays the agent's active interactions. | ||||||||
| Schedule (5) |
If WEM is enabled, displays the agent's WEM schedule, and a list of commitments assigned to the agent. Click the WEM link at the bottom of the agent to pop out a window that displays additional information. (Note: integrates with CXone WEM, not IEX WEM Integrated) |
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| Alerts (6) | Displays alerts related to the agent and their activity. | ||||||||
| Settings (7) | Allows the agent to view personal information, download the Agent for Salesforce log, , set A/V notifications, and review agent reports and performance. | ||||||||
| WFO (8) |
If WEM is enabled, displays the agent's WEM schedule, and a list of commitments assigned to them. |
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| Address Book (9) | Displays the agent's address books. All address books assigned to the agent are accessible here. The agent can search for an address book or use the drop-down to select one from a list. Selecting a contact in an address book displays that contact's details. The agent can click the mobile, email, or phone icon in the details to initiate a connection to that contact based on the icon the agent clicks. | ||||||||
| New (10) | Allows the agent to initiate an outbound call, create a new commitment, or request a contact, if enabled. | ||||||||
| Queue Counter (11) | The number of contacts in the queue of the skills assigned to you. |
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