Agent Portal View

When you are logged into CXone you will find many icons that house features that will help you and your guests.

• Left menu: Displays navigation icons, such as Queue , Directory , and Settings .
• Top menu: Displays icons for Help , Notifications , and Agent Leg . Also displays your current state.
• Interactions Menu: Lists each active interaction assigned to you.
• Voice control panel: Displays voice control icons such as Mute , Hold , and Record . 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 and Quick Responses . Also displays some of the same icons from the left menu.

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

Icon	Details
Contact History	Shows this information for your past interactions: Skill Date and time Status It only shows interactions you've accepted, not interactions you refused. It also only shows interactions marked with a disposition.
Search	Enables you to search for interactions, messages, contacts, and threads.
Queue	Displays the contacts waiting for you to answer. It also displays any work items in the queue. Click a channel in the table to see more details.
Directory	Contains contact information for contacts and other agents in your contact center. To display any items within the Directory, press Enter in the Search bar or type in the name, skill or team you are wanting to look up. Once complete, you will see agents, and their status, skills, teams, and the address book. Click an entry to see the available channel for that contact, such as voice and SMS. Select a channel to start an outbound interaction.
Schedule	Displays your daily schedule, including any upcoming commitments. Currently this feature is not active at this time.
Settings	Launch your configurable settings.
Custom Workspace	Displays the Action Center. You can pop custom workspaces out to a new tab by clicking Open in New Tab . You can pop them back into Agent by clicking Return to Agent View . When you launch the action center you will have a section called Reservation Sales and seven items will show. These will be seven options to access specific areas of Reservation Sales.
More	Displays additional options, such as: Reporting: Displays reports that help you evaluate your performance. Screen Pops: Displays links to other websites or apps that can help you handle interactions. You can click Pop Out to open the page in a new tab. To pop the page back in to the app space, click Pop In . You can change which apps appear in the left menu and the order they appear in by opening More . Then click Reorder next to an app and drag.