This overview is for agents. For administrators, see CXone Agent for Chromium Browsers for Administrators.
The CXone Agent for Chromium Browsers is the CXone agent application adapted to an installable extension directly in your Google Chrome browser. The extension makes your ability to handle contacts more flexible and convenient as you are not required to work within your CRM
Third-party systems that manage such things as contacts, sales information, support details, and case histories. platform — you can configure your extension to be available and appear on multiple Chrome pages outside of your actual CRM window. Additionally, the extension is connected with your CRM, so information such as your schedule or contact data will appear in the agent window, and notes entered into the agent application will appear within your CRM.
Contact your supervisor or NICE CXone technical representative for a list of compatible CRMs.
A few key features of the agent extension are:
- CRM screen pops
- Call dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.
- Calendar module
- Click to dial
Additionally, you may need to access the CXone Console to manage certain features, such as details of your profile. You can access the console via browser at console-crm.niceincontact.com. The console is mainly an administrative portal, therefore your access may be limited.
Access the Chrome Extension
You have 2 methods of accessing elements of the extension: the extension icon in your Chrome toolbar or in the actual agent slide-out window.
Chrome Toolbar
The Chrome toolbar displays a list of your installed extensions as icons. If your administrator has installed the agent extension, the icon will appear in this list. Depending on your selected settings when adding the extension, this icon may display white when the agent interface is available to be opened on a web page. Additionally, this icon provides access to options or information, depending on if you right or left-click the icon:
Left-click:
| Field | Details |
|---|---|
| Default CTD Status |
On / Off CTD = Click-to-dial. When On, you will automatically be able to click a correctly-formatted telephone number on a webpage to launch a call through the agent extension. |
| Voicemail Drop |
On / Off When On, you will be able to drop a pre-recorded voicemail message. |
| Domain | The base domain of the website that you are currently viewing. The domain is the base name or address for accessing the website. |
| CTD Status | The click-to-dial (CTD) status of the specific domain that you are currently on. |
Right-click:
| Option | Details |
|---|---|
| Remove from Chrome | Uninstalls the agent extension from your Chrome browser. |
| Hide in Chrome Menu | Removes the extension icon from the visible list of extensions in your toolbar. Drag your search bar to reveal the extension after hiding it. |
| Manage Extensions | Allows you to edit the extension settings, such as allowed sites on which the agent extension will appear. |
| Inspect Pop-Up | Opens the Chrome devtools for the agent extension. |
Agent Slide-Out
The actual agent application slides out from the right edge of your browser. You can click the tab to slide the interface in and out.
CXone Agent for Chromium Browsers Interface
Home View
| Menu Item | Description |
|---|---|
| Search Bar (1) | Allows you to search the records for a contact or company. When you click inside of the search bar, the interface changes to the Search View. |
| Dialer (2) | Opens the dialer, allowing you to dial and call a specific number. |
| Call History Tab (3) | Displays the history of calls that you have handled. |
| About Tab (4) |
Displays the application version number plus the connection statuses to the CRM and the CXone ACD. |
| Settings Tab (5) |
The settings tab is split into two sub-tabs, the General and Profile tabs: General tab
This tab allows you to customize general settings for the agent application and also a link to add the CXone agent application as a Google Chrome extension. If you download and install the Chrome Agent extension, you must enable:
Profile tab
This tab allows you to customize and view details of your profile. You can upload a new profile picture or log out from the agent application. |
| Notifications Tab (6) | Displays your notifications. |
| Schedule (7) | Displays your schedule for the day. You can click the Schedule Callback button to add a call to your schedule. |
| Queue (8) | These three buttons display your active, outgoing, and incoming queues; these are contacts tied to your assigned skills that you can handle. |
| Agent Reports (9) | Displays the Agent Reports dashboard, which allows you to view your performance and productivity. |
Search View
| Menu Item | Description |
|---|---|
| Search Bar (1) |
Allows you to search the records for contacts, users, or a company. |
| Home Button (2) | Returns you to the Home View. |
| CRM Tab (3) | Displays records for contacts, users or companies. When you search for a record in the search bar, the results will display in this tab. You can also create new users from this tab. |
| Directory Tab (4) |
Provides access points to contact |
| Schedule (5) |
Displays your schedule for the day. You can click the Schedule Callback button to add a call to your schedule. |
| Queue (6) |
These three buttons display your active, outgoing, and incoming queues; these are contacts tied to your assigned skills that you can handle. |
| Agent Reports (7) |
Displays the Agent Reports dashboard, which allows you to view your performance and productivity. |
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