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To log in to CXone navigate to https://na1.nice-incontact.com/login/#/?autoLogout=false and enter your credentials.
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Agent State - Your Current State
Available - you are ready to take new calls/chats
Unavailable - you are busy or away
Working - actively handling calls/chats
Agents will be able to handle a maximum of two contacts at a time
1 chat and 1 phone call
2 chats
Agent Leg - Your connection to the contact center platform
This will only show ‘active’ when the agent is on a call or chat, otherwise it will show as ‘inactive’
Current Interactions - A list of current interactions assigned to you
Personal Queue - Interactions ou are not actively handling that are assigned to you (usually transferred to you by another agent)
Coming Up - A list of upcoming call commitments in your schedule
Call History - Information about your most recent calls
N/A
Queue – Displays the number of contacts or items waiting in queue for each channel you are assigned to. You can click on a specific channel icon to open the active queues window. The queue area includes each of the following queue types:
Agent Reports - Opens reports about your recent work in MAX, , including your performance, productivity, and a list of all skills assigned to you.
New - used to make outbound calls.
WEM - Displays your current commitments and allows you to edit those or to create new commitments
Messages - Displays all messages from your supervisor or administrator. Unread messages are indicated by a red counter icon.
Launch - N/A
More - Opens the More Tools pop-over menu that contains troubleshooting information, a method for providing feedback about MAX to your administrator, custom personal settings, an alternate method to connect the agent leg, and a link to the online help.
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