NICE inContact Agent for Salesforce Overview

NICE inContact Agent for Salesforce (Agent for Salesforce) is an agent interface that contains many of the same features and functionality found in Thin Agent and Power Agent. The power of Agent for Salesforce is that it integrates directly into Salesforce so you do not have to jump between Thin Agent and Salesforce. Instead, you can use Agent for Salesforce from within Salesforce.

The Agent for Salesforce enables the following features:

Hover over the image below to learn about different parts of the Agent for Salesforce interface.

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.

Displays a list of other agents and their availability stateThe availability status of an agent.. You can filter the list or search for a specific agent.

Clicking an agent in the list initiates an outbound call to that agent.

Displays a list of skills assigned to you, 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.

Clicking a skill in the list initiates handling a contact in that skill.

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.

Clicking 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.

Displays your contact history. You can filter the list or search for a specific contact.

You can click 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.

Displays basic information about you (the agent), including the currently installed version of Salesforce and a list of skills assigned to your user account.

Initiates the email feature. Your availability status does not need to be set to Available to create an email.

You must click the popout icon to access the email interface.

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.

Displays the Agent Reports dashboards, which allow you to view your performance and productivity.

Click to pop out a window that displays WFM schedules, if WFM is enabled, as well as a list of commitments assigned to the agent.

Displays agent messages.

Redirects you to the inContact Online Help site.

Displays your connectivity status. There are three status types:

Icon Description
Disconnected — The NICE inContact platform is not connected to your phone.
Dialing — The NICE inContact platform is dialing your station phone number.
Connected — The NICE inContact platform is connected to your station phone.

The Agent Leg Status is not the same as the Availability Status.

Shows the your current stateThe 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.
Allows you to change personal information, submit feedback about NICE inContact Agent for Salesforce, and download the Agent for Salesforce log.
Displays the number of contacts in all assigned phone skill queues.
Displays the number of contacts in all assigned work item skill queues.
Displays the number of contacts in all assigned chat skill queues.
Displays the number of contacts in your personal queue.
Displays the number of contacts in all assigned email skill queues.

Indicates that there are one or more unread Agent Messages. If there are no unread messages, no numbers will be displayed.

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