NICE CXone Agent for Microsoft Teams

If you are an administrator, see Agent for Teams — Administrators.

Agent for Microsoft Teams is an integration of the CXone agent application into the Microsoft Teams interface. This integration allows you to launch the agent interface that you use to handle contacts directly within Teams, making the experience easy and seamless by avoiding the need to jump between a separate the agent application window. Part of the seamless experience includes features like contact information linking between Teams and the agent application, meaning that customer data can be popped in when starting a contact interaction, and likewise, notes and other information entered in the agent application will also exist with the contact's information in your CRM. You can launch the agent application like any other app from the left-side Teams toolbar, plus you can expand and minimize the agent window from the toolbar:

A few key features of the agent integration 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.

NICE CXone Agent for Microsoft Teams Interface

Home View

The following image is displayed when you log into the agent application. Click on the numbered areas within the image to learn more about the key elements of the home view.

Field Description
Status Bar (1) Sets your availability status, which determines whether or not you can receive new contacts, if you are busy wrapping up an interaction, and so forth.
Dialer (3) Opens the dialer, allowing you to dial and call a specific number.
Call History Tab (4) Displays the history of calls that you have handled.
About Tab (5)

Displays the application version number plus the connection statuses to the CRM and the CXone ACD.

Settings Tab (6)

The settings tab is split into two sub-tabs, General and Profile:

Notifications Tab (7) Displays your notifications.
Schedule (8) Displays your schedule for the day. You can click the Schedule Callback button to add a call to your schedule.
Queue (9) These three buttons display your active, outgoing, and incoming queues; these are contacts tied to your assigned skills that you can handle.
Agent Reports (10) Displays the Agent Reports dashboard, which allows you to view your performance and productivity.

Search View

The following view is displayed when you click within the search bar. Click on the numbered areas within the following image to learn more about the key elements of the search view.

Field 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 records from this tab.
Directory Tab (4)

Provides access points to contacts or records from the following categories: address books, agents, teams, and skills. You can start a call by drilling down into these categories to find and selecting a record or user. You can start a call with another user by selecting the blue Call button next to their name, or you can click directly on a record's phone number.

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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