This overview is for administrators. If you're an agent, learn about agent tasks in CXone Agent Embedded.
App requirements
Before you can use CXone Agent Embedded, your CXone system must meet these requirements:
- Dynamic delivery enabled for your tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and business unit.
- Digital Experience set up for your organization if you use Digital Channels such as chat, email, and SMS.
- Unified Routing enabled for your business unit.
- ACD Users View, Skills View, and API Access enabled for your agents.
CXone Agent Embedded is a native agent application for use with CXone.
- Phone calls.
- Digital chat.
- Digital email.
- Digital SMS.
- Private social messages through Apple Messages for Business, Facebook, Google Business Messages, Instagram, LINE, Microsoft Teams, Twitter, and WeChat.
- Public social platform interactions on Apple Apps Reviews, Facebook, Google Play, Google Maps, Instagram, LinkedIn, Twitter, and YouTube.
- Voicemails.
- WhatsApp messages.
CXone Agent Embedded allows agents to handle multiple digital interactions at the same time. For voice interactions, it supports both physical phones and Integrated Softphone. You can enable Integrated Softphone for your agents.
Key Features
CXone Agent Embedded includes the features listed in the table below.
|
Feature |
Description |
|---|---|
| AutoSummary |
Automatically generate call summaries to appear in the Notes section of the Outcomes window. You can set up AutoSummary for voice skills Important: This is an add-on available for purchase. For more information, talk to your CXone Account Representative. |
| Enlighten Copilot for Agents |
Provide agents with an AI-powered agent assist application. Enlighten Copilot for Agents generates interaction summaries, responses agents can send to contacts, and more. You can set up Copilot for Agents for digital Important: This is an add-on available for purchase. For more information, talk to your CXone Account Representative. |
| Single Sign-On (SSO) | Allow agents already logged in to CXone or your external identity provider to access CXone Agent Embedded. They do not need to input their username and password again. You can manage login authenticators for SSO in CXone. |
| CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. Integration |
Pop customer data from your CRM into CXone Agent Embedded. The supported CRMs are:
|
| Data Memorialization |
|
| Bi-Directional Presence Sync in Salesforce | Enable bi-directional presence sync for CXone Agent Embedded for Salesforce and the Omni-Channel widget. This ensures that when the agent's state The availability status of an agent changes in one of these apps, it changes in the other. |
| Automated Language Translation |
Allow agents to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language. You can enable this in Digital Experience. Important: This is an add-on available for purchase. For more information, talk to your CXone Account Representative. |
| ChromeOS Integration | Agents using ChromeOS can configure ChromeOS desks for CXone Agent Embedded so that new desks Workspaces in ChromeOS that allow you to keep each of your tasks separate. open for each new interaction. They can also see their ChromeOS telemetry data in Settings  > Information. |
| Schedule | Display agents' schedules, defined in CXone WFM. This includes any IEX WFM Integrated schedule items. CXone Agent Embedded does not support Enterprise IEX. |
| Commitments | Allows agents to create commitments Reminders created by agents to make a follow-up call to a contact that appear on their schedule. The commitment appears to the agent at the scheduled time, prompting them to initiate an interaction. |
| Work Items Customizable method of delivering contacts to an agent via Studio scripts.
|
Route the work items you create in ACD to agents. |
| Messaging/Notifications | Send messages and notifications to agents through the MESSAGES Studio action or the agent messaging feature in CXone. |
| Approval Workflows | Manage approval workflows that determine if and how agents are involved in messages that need to be approved by other users. For example, you can require agents to submit messages for approval before they are sent to the contact. |
| Personal Connection | Use Proactive Voice, a Personal Connection channel, to automatically place calls for agents. The dialing mode you choose determines the agent experience with Personal Connection calls. |
| Digital Interaction Search | Enables agents to search for digital interactions. You can enable them to assign interactions to themselves or others. |
| Notes and Tags | Enables agents to add notes and tags to individual messages in interactions. You can configure tags in Digital Experience. |
| Indicators Custom menu items configured by an administrator
|
Display custom menu items to agents when they click Launch  in the voice control panel. To configure indicators, create a script with the INDICATE action. |
| Screen Pops A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact.
|
Embed websites or applications inside CXone Agent Embedded to appear to agents while they're handling calls. Agents can pop these screen pops out to a new tab. To configure screen pops, create a Studio script with one of these:
In addition to the Studio script, you must also configure screen pops at the skill level. |
| Queue Counts | Show agents how many contacts are in queue and the skill they're associated with. |
| Response Timers |
Display these kinds of timers to agents:
|
| Agent Reports | Show agents statistics that help them evaluate their performance. CXone Agent Embedded currently includes the Productivity report and the Performance report. Additional agent reports will be added in future releases. |
| Standard Address Books |
Display address books configured in CXone to agents. You can determine which agents have access to which address books. The phone numbers you add to address books should be in this format: + [country code] [phone number including area code]. They can be a maximum of 15 digits. If they contain an extension, they can be 17 digits. |
| External Directory |
Use Advanced Directory Sync to pull directories from external platforms like Microsoft Teams, RingCentral, and Zoom. Any custom fields you configure for those directories appear in CXone Agent Embedded. The phone numbers you add to external directories should be in this format: + [country code] [phone number including area code]. They can be a maximum of 15 digits. If they contain an extension, they can be 17 digits. |
| Outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.
|
Enables agents to indicate the result of an interaction. They can assign dispositions to voice interactions. They can assign statuses and dispositions to digital interactions. Statuses are predefined by Digital Experience. You can manage dispositions in CXone. |
in CRM Integration
You can Third-party systems that manage such things as contacts, sales information, support details, and case histories.:
- HubSpot
- Kustomer
- Microsoft Dynamics
- Oracle
- Salesforce
- ServiceNow
- Zendesk
CXone Agent Embedded pulls customer information from the integrated CRM and displays it to the agent in Customer Card 
.
Additional CRMs will be added in future releases.
User Management
To configure agent usernames, time zones, roles, and more, navigate to Admin > Employees in CXone.
Before your employees can use CXone Agent Embedded, they need:
- A CXone employee profile.
- At least one skill.
Agents who use CXone Agent Embedded should not be assigned skills for legacy ACD chat or CXone email.
Information about the connection status between CXone Agent Embedded and the NICE CXone servers is found under Information in the CXone Agent Embedded Settings . It also displays user information, such as Agent ID and Team Name.
Product Requirements
Before you can use CXone Agent Embedded, your CXone system must meet these requirements:
- Dynamic delivery enabled for your tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and business unit.
- Digital Experience set up for your organization if you use Digital Channels such as chat, email, and SMS.
- Unified Routing enabled for your business unit.
- ACD Users View, Skills View, and API Access enabled for your agents.
Supported Languages
CXone Agent Embedded supports:
| Supported Languages | |
|---|---|
|
|