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:

Ability to perform default and custom screen pops on any Salesforce object and any NICE inContact contact channelA medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
- Default Query / Screen pop — Agent for Salesforce takes the ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call. of the caller, passes it into Salesforce, and Salesforce performs a query for the ANI and pops an object based on the settings set forth in the Softphone Layout in Salesforce.
- Custom Query / Screen pop — Salesforce queries are driven by caller IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. input, script calculations, external database queries, and Salesforce queries from within the IVR script. This includes Visualforce pages and the ability to pass NICE inContact information as a variable to the Visualforce page.
Automatic creation of Task and Activity records in Salesforce that can include any of NICE inContact’s information about the call.
Click-to-dial from within Salesforce.
Support for both the classic view and the new Service and Sales Cloud Console view within Salesforce.

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:

Icon	Description
	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 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 all skills (except skills restricted by your security profile), 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 Agent for 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.

NICE inContact Agent for Salesforce Overview

NICE inContact Agent for Salesforce Interface

Related Sub-Themes