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

NICE inContact Agent for Salesforce Overview

NICE inContact Agent for Salesforce (Agent for Salesforce) is an agent interface that contains many of the same features and functionality found in Thin Agent and Power Agent. The power of Agent for Salesforce is that it integrates directly into Salesforce so you do not have to jump between Thin Agent 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

1—Messages Indicator
Indicates that there are one or more unread Agent Messages. If there are no unread messages, no numbers will be displayed.
2—Agent Leg Status
Displays your connectivity status. The Agent Leg Status is not the same as the Availability Status. There are three status types:
IconDescription
Disconnected — The NICE inContact platform is not connected to your phone.
Dialing — The NICE inContact platform is dialing your station phone number.
Connected — The NICE inContact platform is connected to your station phone.
3—Availability Status
Shows the your current stateThe availability status of an agent. in the contact center. It provides a way for you to change the status. The time in state (shown below the Availability Status bar) restarts when the status changes.
4—Phone
Initiates an outbound call using the keypad. Your availability status does not need to be set to Available to make an outbound call. You can click the numbers or use the keyboard to enter a number to dial.
5—Agents
Displays a list of other agents and their availability stateThe availability status of an agent.. You can filter the list or search for a specific agent. Clicking an agent in the list initiates an outbound call to that agent.
6—Skill List
Displays a list of skills assigned to you, the number of contacts in queue for the skill, and the longest wait time in each queue. You can filter the list or search for a specific skill. Clicking a skill in the list initiates handling a contact in that skill.
7—Address Books
Displays your address books. All address books assigned to you are accessible here. You can search for an address book or use the drop-down to select one from a list.

Clicking a contact in an address book displays that contact's details. You can click the mobile, email, or phone icon in the details to initiate a connection to that contact based on the icon you click.

8—Contact History
Displays your contact history. You can filter the list or search for a specific contact.

You can click 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.

9—Information
Displays basic information about you (the agent), including the currently installed version of Salesforce and a list of skills assigned to your user account.
10—Email
Initiates the email feature. Your availability status does not need to be set to Available to create an email.

You must click the popout icon to access the email interface.

11—Commitment Manager
Displays a list of pending commitments and the option to create a new commitment.

Select Me to view your own commitments or Skill to view commitments assigned to a skill queue.

12—Agent Reports
Displays the Agent Reports dashboards, which allow you to view your performance and productivity.
13—Schedule
Click to pop out a window that displays WFM schedules, if WFM is enabled, as well as a list of commitments assigned to the agent.

14—Agent Messages
Displays agent messages.
15—Help
Redirects you to the NICE inContact Online Help site.
16—Options
Allows you to change personal information, submit feedback about NICE inContact Agent for Salesforce, and download the Agent for Salesforce log.
17—Phone Queue
Displays the number of contacts in all assigned phone skill queues.
18—Work Item Queue
Displays the number of contacts in all assigned work item skill queues.
19—Chat Queue
Displays the number of contacts in all assigned chat skill queues.
20—Personal Queue
Displays the number of contacts in your personal queue.
21—Email Queue
Displays the number of contacts in all assigned email skill queues.

Related Sub-Themes

Related Tasks