Additional MAX Tasks

The More Tools page in the MAX menu contains settings and technical information to help with troubleshooting. It allows you to modify some personal preferences in the application. It is also where you can provide feedback—usually related to MAX—to your site administrator. Feedback can optionally include the most recent event logging, which may be requested by NICE CXone Technical Support. The More Tools page provides an alternate means to connect and disconnect the agent leg. It provides a link to the online help and an Information page regarding your MAX application.

The Settings page allows you to change your audio and visual notification preferences, turn panels on or off, adjust the interface to ADA High Contrast for improved visibility, or turn on a screen reader, such as Freedom Scientific JAWS, if one is enabled. Please refer to the MAX Voluntary Product Accessibility Template (VPAT) documenting its level of compliance with the applicable standards available on the NICE CXone Trust site.

Set Audio and Visual Notifications

In MAX, you can enable audio and visual alerts for new agent messages, new contacts, chat messages, and email messages, or when a call or chat gets disconnected. These notifications also work if you handle contacts from digital channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. using the digital inbox Area where cases appear in the digital interaction workspace in an agent application.

1. Click More  >  Settings  >  A/V Notifications.
2. Click the alert type to turn the notification on or off. If visual alerts are disabled by the browser by default, the visual section in MAX only shows the option to enable visual notifications. When clicking this button, your browser prompts you to allow visual notifications. After clicking Accept, the visual section expands to show all configurable visual notification permissions.
3. If using the integrated softphone A software program for making telephone calls over the Internet using a computer instead of a telephone., move the slider to adjust the volume for phone calls.

Report an Issue in MAX

If you experience a problem in MAX, you can use the feedback feature to report the issue to an administrator. Note that NICE CXone does not actively monitor your feedback.

1. Click More  >  Feedback.
2. Select the Category under which the issue falls, select the Priority of the issue, and type any helpful details you can in the Comments text area.
   Learn more about fields in this step

   Field	Details
   Category	The type of issue you are experiencing in MAX. You must select one of the following: Unknown — None of the following categories applies to your issue. Contact - Disconnected Unexpectedly — When you are on a call, the contact drops off unexpectedly. Contact - Refusing Unexpectedly — When you are on a call, the contact leaves your personal queue without your rejecting it or timing out. Contact - Abandon — When you are on a call, the contact abandons the call unexpectedly. Sound - Broken — When you are on a call, you can only hear pieces of what the contact is saying. Sound - Dead Air — When you are on a call, the contact cannot hear anything. Sound- Delay — When you are on a call, the contact cannot hear what you are saying immediately. Sound - Echo — When you are on a call, you hear echoing. Sound - Static — When you are on a call, you hear static. Sound - One Way — When you are on a call, you cannot hear anything. Agent - Agent — General feedback about MAX. Agent - Crash — MAX crashed, froze, or closed unexpectedly. Agent - Failure to Log In — You cannot log in to MAX. Agent - Incorrect Behavior — MAX is not working how it should. Agent - Reports — You are having a problem with the reports. Agent - Display Issue — Something does not appear correctly in MAX.
   Priority	The priority, based on how much the issue is affecting your ability to work. You must select one of the following: Information — The issue is cosmetic or in no way affects your work. Average — The issue makes it difficult for you to work. High —The issue severely hinders your ability to work. Critical — You cannot do any work until the issue is resolved.
   Comments	Use this text area to describe details about the issue that may help an administrator solve the problem.

3. If it might help your administrator to resolve the issue, select Include Event Log to attach a list of the most recent actions you took in MAX.
   Learn more about fields in this step

   Field	Details
   Include Event Log	When the checkbox is selected, attaches a copy of the most recent actions you took in MAX to your feedback submission to help the administrator troubleshoot the problem.

   The event log contains a table of the most recent events to occur in your MAX session.

4. Click Send.

Hide Agent State Timer

You can use the Hide Agent State Timer permission to hide the agent state timer from the user's view. This permission allows flexibility to suppress the agent state timer from user’s view. Agent users cannot view the agent state timer if this permission is enabled.

Agent-Timeout message

If you stay in an unavailable state beyond the configured Agent Timeout (Min), you will receive an Agent-Crash message. This message has been updated to read Agent-Timeout, making it easier to understand the reason for the error.

Manual Agent Accept

When this setting is enabled on an inbound ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, agents who are engaged in an active voice connection in MAX can manually click Accept or Reject for any incoming contacts. This provides agents with complete control over whether and when they choose to accept incoming contacts.