Configuration Tasks

Enable the Previous Version of MAX

Your NICE inContact account manager can enable a setting that allows your agents to use the previous version of MAX after a new version is released. You can then configure a setting that gives this ability to either all of your agents on a business unit or to individual agents. The affected agents will continuously use the previous version until the setting is disabled. If the setting is enabled and a release happens, the "previous version" will update to the newly-previous version. For example, if you select the setting after a Spring release, the agents will use the Fall version of MAX. Once the Summer release happens, agents with this setting enabled will use the Spring version of MAX, since the Spring version is the previous version to Summer. If the setting remains enabled when the next Fall release happens, agents will begin using the Summer version, since Summer is the "previous version" to Fall.

The Intriguing Mysteries department at Holmes Enterprises handles incoming contacts that report suspicious activities or mysteries. These mysteries are passed on to a different department for verification and eventually reach Sherlock Holmes' desk for him to select which case to investigate. The Intriguing Mysteries department experiences a significant increase in contact volume during the Spring months, as villains in the United Kingdom prefer to begin executing their machinations as the weather becomes warmer.

Because of this, Holmes Enterprises does not want any possible disruption of agent performance influenced by new features to their MAX interface. Therefore, Sherlock prefers the Intriguing Mysteries BU to wait to use the Spring release updates to MAX for a few months during their high-volume season, so that the agents can continue to use the Fall version of MAX, with which they are already familiar.

To accomplish this, the Intriguing Mysteries administrator identifies the date of the NICE inContact Spring release, and selects the Use Previous MAX Version for All Agents setting for his BU on the morning after the release. During these Spring months, other departments in the Holmes' Enterprises organization become comfortable with any new updates to MAX, and the administrator is able to determine whether or not any training or preparation is required before the NICE inContact Summer release occurs.

Enable the Previous Version of MAX for Individual Agents

  1. In the Admin module, click Users.

  2. Locate the profile of the agent you want to use the version of MAX and click to open it.
  3. On the Contact Settings tab, click Edit.

  4. In the MAX section, select Use Previous MAX Version.

  5. Click Done.

Enable the Previous Version of MAX for Business Units

  1. In the ACD module, click ACD ConfigurationBusiness Units.
  2. Locate the business unit you want to modify and click to open it.
  3. In the Details tab, click Edit.
  4. In the MAX section, select Use Previous MAX Version for All Agents.
  5. Click Done.

Set Up Custom Workspaces in MAX

You can use custom workspaces to display websites or applications in a pane of MAX. This eliminates the need for agents to manage multiple browser windows. You can give the link to each workspace a custom, descriptive name. Agents can toggle between the custom workspaces you configure and the existing workspaces in MAX. You can configure custom workspaces by business unit or by team. Custom workspaces configured at the team level override those configured on the business unit. You can configure up to three custom workspaces. Because MAX uses inline frames to manage custom workspaces, the URL you supply must support being embedded in an iframe.

Set Up Custom Workspaces by Business Unit

  1. In the ACD application, click ACD ConfigurationBusiness Units.
  2. Locate the business unit where you want to configure custom workspaces for MAX and click to open it.
  3. In the Details tab, click Edit. Scroll down to the MAX Settings section and locate the Custom Workspaces (up to 3) field.
  4. To add a new custom workspace, do the following:
    1. Click Add Custom Workspace URL.
    2. In the Label field, enter a display name for the link that you want agents to see in MAX.
    3. In the URL field, enter or paste the address of the page you want agents to access from MAX.
    4. Click the Preview button to test the URL.

Set Up Custom Workspaces by Team

  1. In the ACD application, click AdminTeams.
  2. Locate the team that you want to configure custom workspaces for MAX and click to open it.
  3. In the Details tab, click Edit. Scroll down to the MAX Settings section and locate the Custom Workspaces (up to 3) field.
  4. To add a new custom workspace, do the following:
    1. Click Add Custom Workspace URL.
    2. In the Label field, type a display name for the link that you want agents to see in MAX.
    3. In the URL field, type or paste the address of the page you want agents to access from MAX.
    4. Click the Preview button to test the URL.

Advanced Chat

Advanced Chat integrates with MAX to allow for more complex features in the chat channel, including co-browsing, proactive chat, and automated chatbot workflows. To enable advanced chat in your environment, contact your NICE inContact account manager.

The chatbot feature in Advanced Chat allows you to integrate existing bots or develop new bots that can leverage NICE inContact or third-party A.I. services. It allows you to generate workflows to provide answers, collect data, or automate common agent tasks, serving as a virtual agent. If you have an existing advanced chat environment and want to add chatbot, talk to your NICE inContact account manager for more information.

The messaging API feature in Advanced Chat enables you to integrate applications such as Facebook, Twitter, and WhatsApp. It allows you to leverage a common set of services, like bots and AI, and have a common agent experience for chat and messaging. If you have an existing Advanced Chat environment with chatbot enabled and want to add messaging, contact your NICE inContact account manager.