NICE CXone Agent for Oracle Service Cloud

This overview is for agents. If you're an administrator see NICE CXone Agent for Oracle Service Cloud for Administrators.

The NICE CXone Agent for Oracle Service Cloud classic view provides an agent interface integration between the NICE CXone platform and the Oracle Service Cloud CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories.. The interface, housed in the Oracle Service Cloud product, contains many of the same features and functionality as any agent application, but integrates directly into Oracle.

The NICE CXone Agent for Oracle Service Cloud consolidated view removes the media bars for a streamlined agent experience. For help using or troubleshooting the Oracle Service Cloud product, see your Oracle documentation.

NICE CXone Agent for Oracle Service Cloud Classic View Interface

Menu Item

Description

Phone (1)

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.

Agents (2)

Displays a list of agents and their availability state

The 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.

Skill List (3)

Displays a list of skills

Used to automate delivery of interactions based on agent skills, abilities, and knowledge for your business unit

High-level organizational grouping used to manage technical support, billing, and global settings for your CXone 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.

Address Books (4)

Displays your address books. All address books assigned to your user account 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.

Contact History (5)

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.

Information (6)

Displays basic information about you and a list of skill assigned to your user account.

Email (7)

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.

Commitment Manager (8)

Displays a list of pending commitments and the option to create a new commitment.

Availability State (9)

Displays your current state of availability. Use the drop-down to choose an unavailable code and change your status.

Current State (10)

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

Queue (11)

The number of calls in the queue of the skills assigned to you. It includes each of the following queues:

Icon	Description
	The number of phone contacts in queue.
	The number of chat contacts in queue.
	The number of email contacts in queue.
	The number of contacts in your personal queue.
	The number of work items in your personal queue.

Agent Leg Status (12)

The agent leg The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. status icon indicates your connection status:

Icon	Description
	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.

Options (13)

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

NICE CXone Agent for Oracle Service Cloud Consolidated View Interface

The Agent for Oracle Service Cloud consolidated view interface, with a status bar at the top and options for Schedule, Alert, Show Queue, New, Address Book, and Settings.

Menu Item

Description

Availability State (1)

Displays your current state of availability. Use the drop-down to choose an unavailable code and change your status. Displays the amount of time you have been in your current state. When you change your state, the timer resets to zero.

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:

Icon	Description
	Agent leg is not connected.
	Agent leg is attempting to connect.
	Agent leg is connected.

Active (3)

Displays the contact you are currently engaged with.

Schedule (4)

Displays commitments assigned to you.

Alerts (5)

Displays agent messages.

Show Queue (6)

A list of the queued contacts in each of the skills assigned to you.

New (7)

Creates new commitment or 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. Once you select an outbound call skill, the Call button is enabled.

Address Book (8)

Displays your address book. 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 specific team. The tabs across the top allow you to select an entry based on skill or history. Click Call next to the contact you would like to select.

Settings (9)

Displays Platform Information, Submit Feedback, Log Settings, Help Center (link only), and Agent Reports.

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