Launch and Log-in to Agent

Created by Bianca Yahaira Aparicio-Villalobos, Modified on Fri, 11 Jul at 2:24 PM by Bianca Yahaira Aparicio-Villalobos

1. Launch Agent by navigating to one of the following: https://cxagent.nicecxone.com/

2. In the Voice Preferences window, select "Station ID"

3. To have Agent remember the option you selected, select Remember Setting. It also remembers the phone number or station ID you entered.

4. Click Launch.

The Agent Interface

A left menu with icons for navigation, active interactions in the middle, and the app space on the right.

Agent includes the:

Left menu: Displays navigation icons, such as Queue icon, stacked items in a container., Directory icon, a notebook with a picture of a person on it., and Settings icon, a gear..

Top menu: Displays icons for Help Icon of a question mark in a circle., Notifications icon: a bell., and Agent Leg Icon of a connected chain link turned green... Also displays your current state.

Interactions Menu: Lists each active interaction assigned to you. Interactions may be automatically routed and assigned to you. Personal queue interactions are listed above interactions that have been automatically assigned to you. If you reply to an interaction that isn't assigned to you, Agent does not automatically assign it to you. You must manually assign the interaction to yourself.

Voice control panel: Displays voice control icons such as Mute icon: a microphone on a white background., Hold icon: two vertical lines forming a pause symbol next to a phone on a white background., and Record icon: a dark blue circle inside a ring.. Appears only while you're handling a call.

Interaction Space: Displays the contact's messages and your replies. Appears only when you open a chat, email, SMS, social, or WhatsApp interaction.

App space: Displays icons to help you handle interactions, including Customer Card icon: a person next to a document. and Quick Responses icon: a lightning bolt.. Also displays some of the same icons from the left menu.

When you have a contact's message open, you can click the bar between the Interaction Space and the app space to change the size of each.