Phone Agents Skill List Address Books Contact History Information Email Commitment Manager Availability State Current State Queue Agent Leg Status Options

NICE inContact Agent for Oracle Service Cloud for Administrators

This overview is for administrators, if you're an agent see NICE inContact Agent for Oracle Service Cloud.

The NICE inContact Agent for Oracle Service Cloud provides an agent interface integration between the NICE inContact platform and the Oracle Service Cloud CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact.. The interface, housed in the Oracle Service Cloud product, contains many of the same features and functionality found in Thin Agent and Power Agent, but integrates directly into Oracle. For help using or troubleshooting the Oracle Service Cloud product, see your Oracle documentation.

The NICE inContact Agent for Oracle Service Cloud Interface

Field Description
Phone (1) 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. The agent can click the numbers or use your keyboard keypad to enter a number to dial
Agents (2) Displays a list of agents and their availability stateThe availability status of an agent.. The agent can filter the list or search for a specific agent. Clicking an agent in the list initiates an outbound call to that agent.
Skill List (3) Displays a list of skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge for the agent's business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx, the number of contacts in queue for the skill, and the longest wait time in each. The agent can filter the list or search for a specific skill. Clicking a skill in the list initiates handling a contact in that skill.
Address Books (4) Displays the agent's address books. All address books assigned to the agent's user account in Central are accessible here. The agent 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. 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 (5) Displays the agent's contact history. The agent can filter the list or search for a specific contact. The agent 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.
Information (6) Displays basic information about the agent, and a list of skill assigned to the agent's user account.
Email (7) Initiates the email feature.
Commitment Manager (8) Displays a list of pending commitments and the option to create a new commitment.
Availability State (9) Displays the agent's current state of availability. The agent can use the drop-down to choose an unavailable code and change the status. You can create and modify unavailable codes in Central.
Current State (10) Amount of time that the agent has been in the current state. When the agent changes the state, the timer resets to zero.
Queue (11)

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

Icon Description
The number of phone contacts in queue
The number of chat contacts in queue
The number of email contacts in queue
The number of contacts in your personal queue
The number of work items in your personal queue
Agent Leg Status (12)

The agent legAn active piece of a call that connects between routers, gateways, or telephony devices. status icon indicates the agent's connection status:

Icon Description
Disconnected Phone Disconnected — The NICE inContact platform is not connected to your phone.
Dialing Phone Dialing — The NICE inContact platform is dialing your station phone number.
Connected Phone Connected — The NICE inContact platform is connected to your station phone.
Options (13) The agent can click this icon to display and change log level options or to log out of the current session.