Messages Indicator Agent Leg Status Availability Status Phone Agents Skill List Address Books Contact History Information Email Commitment Manager Agent Reports Schedule Agent Messages Help Options Queue

NICE inContact Agent for Salesforce for Administrators

This overview is for administrators. If you're an agent see NICE inContact Agent for Salesforce.

The Agent for Salesforce interface integrates directly into Salesforce so you do not have to jump between an agent application and Salesforce. Instead, you can use Agent for Salesforce from within Salesforce.

The Agent for Salesforce enables the following features:

NICE inContact Agent for Salesforce Interface

Agent Voice Interface
Field Description
Messages Indicator (1) Indicates that there are one or more unread agent messages.
Agent Leg Status (2)

Displays the agent's connectivity status. The agent leg status is not the same as the availability Status. There are three status types:

Icon Description
Agent Leg Disconnected Agent leg is not connected
Agent Leg Dialing Agent leg is attempting to connect
Agent Leg Connected Agent leg is connected
Availability Status (3) Shows the agent's current stateThe availability status of an agent. in the contact center. It provides a way for the agent to change the status. The time in state (shown below the Availability Status bar) restarts when the status changes.
Phone (4) Initiates an outbound call using the keypad. The agent's availability status does not need to be set to Available to make an outbound call. Agents can click the numbers or use the keyboard to enter a number to dial.
Agents (5) Displays a list of other agents and their availability state. Agents can filter the list or search for a specific agent. Selecting an agent in the list initiates an outbound call to that agent.
Skill List (6) Displays a list of all skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge (except skills restricted by your security profile), the number of contacts in queue for the skill, and the longest wait time in each queue. Agents can filter the list or search for a specific skill. Selecting a skill in the list initiates handling a contact in that skill.
Address Books (7) Displays the agent's address books. All address books assigned to the agent are accessible here. The agent can search for an address book or use the drop-down to select one from a list. Selecting a contact in an address book displays that contact's details. The agent can click the mobile, email, or phone icon in the details to initiate a connection to that contact based on the icon the agent clicks.
Contact History (8) Displays the agent's contact history. The agent can filter the list or search for a specific contact. The agent can select a contact to display a skill selection list, and then select a skill to initiate an outbound call to the phone number in the contact history.
Information (9) Displays basic information about the agent, including the currently installed version of Agent for Salesforce and a list of skills assigned to the agent's user account.
Email (10)

Initiates the email feature. The agent must click the popout icon to access the email interface. The agent's availability status does not need to be set to Available to create an email.

Commitment Manager (11)

Displays a list of pending commitments and the option to create a new commitment. The agent selects Me to view the agent's own commitments or Skill to view commitments assigned to a skill queue.

Agent Reports (12) Displays the Agent Reports dashboards, which allows the agent to view performance and productivity.
Schedule (13)

Click to display agent's WFM schedule, if WFM is enabled, and a list of commitments assigned to your agent. Click Open WFO link in bottom right-hand corner to pop out a window that displays additional information.

Agent Messages (14) Displays agent messages.
Help (15) Redirects the agent to the NICE inContact online help site.
Options (16) Allows the agent to change personal information, submit feedback about NICE inContact Agent for Salesforce, and download the Agent for Salesforce log.
Queue (17)

The number of contacts in the queue of the skills assigned to the agent. It includes each of the following queues:

Icon Description
Phone Queue Displays the number of contacts in all assigned phone skill queues.
Work Item Queue Displays the number of contacts in all assigned work item skill queues.
Chat Queue Displays the number of contacts in all assigned chat skill queues.
Personal Queue Displays the number of contacts in the agent's personal queue.
Email Queue Displays the number of contacts in all assigned email skill queues.