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Getting Started in CXone

Getting Started in CXone

Owned by Deanna Collia
Last updated: Jan 24, 2025 by Rafael Gonzalez
4 min read

NICE CXone is EverBright’s call center. Agents will need an invite in order to access NICE CXone. Reach out to a supervisor to gain access.

To log in to CXone navigate to https://na1.nice-incontact.com/login/#/ and enter your credentials.

 

 

Before starting, watch this video on using the MAX softphone: https://help.incontact.com/eLearning/agentMAX/story.html

 

To launch the MAX softphone, click on the Applications menu and select it from the menu options:

 

The MAX softphone prompts a voice connection selection. Select ‘Integrated Softphone’ and check the ‘Remember Me’ box, and click connect:

 

IMPORTANT: The MAX workstation defaults to UNAVAILABLE status. Once logged in, the timer begins counting how long an agent remains in any status. Select AVAILABLE from the dropdown menu:

If you are in an available state and refresh your browser window, MAX will switch to an unavailable state

IMPORTANT: If an agent is on a call/chat (working status) and their break or lunch is coming up immediately after, the agent can schedule their status to convert to lunch/break immediately after the completion of the call/chat.

While on the call/chat, click the status button and select lunch or break:

This will update the agent’s status to show the upcoming lunch/break:

As soon as the interaction is complete, the agent’s status will default to the selected break:

The timer immediately starts when the new status diplays

 

The MAX interface:

The MAX workstation will stay open until you close it, even if you close your browser window

  1. Agent State - Your Current State

    1. Available - you are ready to take new calls/chats

    2. Unavailable - you are busy or away

    3. Working - actively handling calls/chats

      1. Agents will be able to handle a maximum of two contacts at a time

        1. 1 chat and 1 phone call

        2. 2 chats

  2. Agent Leg - Your connection to the contact center platform

    1. This will only show ‘active’ when the agent is on a call or chat, otherwise it will show as ‘inactive’

  3. Current Interactions - A list of current interactions assigned to you

  4. Personal Queue - Interactions ou are not actively handling that are assigned to you (usually transferred to you by another agent)

  5. Coming Up - A list of upcoming call commitments in your schedule

  6. Call History - Information about your most recent calls

  7. N/A

  8. 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:

  9. Agent Reports - Opens reports about your recent work in MAX, , including your performance, productivity, and a list of all skills assigned to you.

  10. New - used to make outbound calls.

  11. WEM - Displays your current commitments and allows you to edit those or to create new commitments

  12. Messages - Displays all messages from your supervisor or administrator. Unread messages are indicated by a red counter icon.

  13. Launch - N/A

  14. 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.

 

Link to help center - https://help.nice-incontact.com/content/agent/max/max.htm?Highlight=max