CXone Agent for Chromium Browsers

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 CRMClosed 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:

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:

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

Image of Agent for Chromium Browsers interface.
Menu Item Description
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:

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

Image of Agent for Chromium Browsers's 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.

Any social media, social networking, and other technology sites, applications, or products referenced in this topic are the property of their respective owners.