inContact Agent for Oracle Service Cloud Overview

The NICE inContact Agent for Oracle Service Cloud provides an agent interface integration between the NICE inContact platform and the Oracle Service Cloud CRMSystem that manages such things as contacts, sales information, support detail, and case history.. The interface, housed in the Oracle Service Cloud product, contains many of the same features and functionality found in Thin Agent and Power Agent, but integrates directly into Oracle. For help using or troubleshooting the Oracle Service Cloud product, see Oracle's Documentation for Oracle Service Cloud Products.

Hover over the image below to learn about different parts of the NICE inContact Agent for Oracle Service Cloud interface.

Clicking this icon 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 your keyboard keypad to enter a number to dial.

Clicking this icon displays a list of 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.

Clicking this icon displays a list of skillsClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. for your business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment, the number of contacts in queue for the skill, and the longest wait time in each. You can filter the list or search for a specific skill. Clicking a skill in the list initiates handling a contact in that skill.

Clicking this icon displays you address books. All address books assigned to your user account in Central 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.

Clicking this icon displays your contact history. You can filter the list or search for a specific contact. You can click a contact to display a skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. selection list, and then select a skill to initiate an outbound call to the phone number in the contact history.

Clicking this icon displays basic information about you (the agent), and a list of skillsClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. assigned to your user account.

Displays your current stateThe availability status of an agent. of availability. Use the drop-down to choose an unavailable code and change your status. Administrators can create and modify unavailable codes in Central.

Amount of time that you have been in your current stateThe availability status of an agent.. When you change your state, the timer resets to zero.

Displays the number of phone contacts in queue.

Displays the number of contacts in your personal queue.

Displays the number of email contacts in queue.

Displays the number of chat contacts in queue.

The agent legAn active piece of a call that connects between routers, gateways, or telephony devices. status icon indicates your connection status:

Agent leg is not connected

Agent leg is attempting to connect or dialing a contact

Agent leg is current active on a call

Agent leg is connected but not on a call

Click this icon to display and change log level options or to log out of your current session.

Clicking this icon 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.

Clicking this icon displays a list of your parked email contacts. This button will be grayed out if you don't have any parked emails.

Clicking this icon displays a list of pending commitments and the option to create a new commitment.

Select Me to view your commitments, or Skill to view commitments assigned to a skill queue.

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