Agent for Zendesk
If you are an administrator, see Agent for Zendesk for Administrators.
Agent for Zendesk is an integration of the CXone agent application into the Zendesk customer service platform. This integration allows you to launch the agent interface that you use to handle contacts directly within Zendesk, making the experience easy and seamless by avoiding the need to jump between the platform and the agent application. Part of the seamless experience includes features like contact info linking between the Zendesk platform 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 Zendesk. You can log in to the agent application by dropping-down the interface from your Zendesk toolbar near your profile:
A few key features of the agent integration 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.
Agent for Zendesk Interface
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.
|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.|
|Search Bar (2)||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 (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:
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:
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 (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.|
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.
|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.
Displays your schedule for the day. You can click the Schedule Callback button to add a call to your schedule.
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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