1
3.7.3
Yokohama, Xanadu, Washington DC, Vancouver
The Skybox integrated eXperience integrates seamlessly in ServiceNow so your agents can work efficiently without having to navigate between ServiceNow and the CXone platform. It contains many of the same features and functions found in MAX Agent with the added ability to integrate directly into the ServiceNow platform as well as a built in Supervisor screen. Integration points include automatic logging of contact data into ServiceNow tables, built in click to call functionality from any ServiceNow form, the ability to directly link ServiceNow objects to a contact, and screen pop functionality based on incoming caller information.
Handle all of your contact interaction from a single spot.
- Phone (IB/OB), Dialer, Voicemail, Chat, Workitems, Email
- Call recording, email and chat transcripts
- Add dispositions and notes
- Handle Commitments
CXone data is automatically stored in ServiceNow.
- Automatic data memorialization
- Link contacts to ServiceNow objects
- Display contact data in ServiceNow
Customize the display of data for agents.
- Perform screen pops on any ServiceNow object
- Pop specific ServiceNow information for your agents
- Create Dynamic URLs through script calculations
- Support for Standard and Custom Workspaces
- Support for ServiceNow Interactions
- Voice
- Chat/Email/Work Item/SMS
- Omnichannel - Multiple contacts at the same time.
- Optional Standalone Use
- Personal Connection Dialer
- Personal Connection Compliance Modes
- Click-to-Call
- Screen Pops
- Automated Call Logging
- Audio Notifications
- Integrated Softphone
- Hide General Unavailable Code
- Indicators
- Quick Reply
- Customizable System Buttons
- Agent Reporting
- One Click Login Support
- Commitment Manager - (With option to hide)
- Agent Messaging - (With option to dismiss)
- Customizable Events - (On Disposition, Call End, Status Change etc.)
- Pre-Populate New Objects
- Required Task / Contact
- Optionally Hide Notes Field in Wrap
- Multiparty Conference Support
- Transfer to a Logged-Out User
- Record All Agent Consults
- Simple Consult Answer
- Presence Sync
The release includes:
- Fix for presence sync integration with OpenFrame
- OpenFrame plugin