Install Agent Workspace (Browser Extension) (Agent Integrated)

You can use the NiCE CXone Agent Workspace (Browser Extension) (Agent Integrated) browser extension in Google Chrome or Microsoft Edge. In both browsers, you can download it from the Chrome Web Store.

Add Agent Workspace (Browser Extension) (Agent Integrated) to Google Chrome

If you use Agent Workspace (Browser Extension) (Agent Integrated) in Google Chrome, you must log in to Agent Workspace (Browser Extension) (Agent Integrated) every time you open a new tab and navigate to a new domain. This is because of a Chrome security policy.

  1. Navigate to the CXone Agent Extension in the Chrome Web Store Box with arrow indicating navigation to external site..
  2. Click Add to Chrome in the top right.
  3. Chrome will install Agent Workspace (Browser Extension) (Agent Integrated). It will appear under Extensions Puzzle piece icon. as CXone Agent Extension.

  4. Click Extensions Puzzle piece icon. in the top right of Chrome. Then select Manage extensions. Locate CXone Agent Extension, and click Details. In the Site access section, use the drop-down to select one of the following options:

    • On click: On each website, a notification will appear asking to allow Agent Workspace (Browser Extension) (Agent Integrated).

    • On specific sites: Enables you to make a list of websites that allow Agent Workspace (Browser Extension) (Agent Integrated). This option prompts you to add at least one URL.

    • On all sites: Agent Workspace (Browser Extension) (Agent Integrated) appears on all websites.

  5. To pin Agent Workspace (Browser Extension) (Agent Integrated) to the Chrome menu in the top right corner, click Extensions Puzzle piece icon., then click Pin icon of a thumb tack. next to CXone Agent Extension.

  6. Go to Extensions Puzzle piece icon.. Then, next to CXone Agent Extension, click More options icon of three dots stacked vertically. > Options.

    1. Verify that the CXone Agent URL is one of the following:

      • If you are not on FedRAMP: https://cxagent.nicecxone.com/

      • If you are on FedRAMP: https://cxagent.nicecxone-gov.com/

    2. To dial phone numbers by clicking them in your browser, turn on Enable Click to Dial.

    3. Click Provide Microphone Access. If this option is disabled, you've already provided microphone access.

    4. To allow Agent Workspace (Browser Extension) (Agent Integrated) to display information about your ChromeOS device, turn on Enable Telemetric Data.

    5. Click Update.

Add Agent Workspace (Browser Extension) (Agent Integrated) to Microsoft Edge

Microsoft Edge allows you to download extensions from the Chrome Web Store. Agent Workspace (Browser Extension) (Agent Integrated) is only available in the Chrome Web Store, not in Edge Add-ons.

  1. Navigate to the CXone Agent Extension in the Chrome Web Store Box with arrow indicating navigation to external site..
  2. Click Get in the top right.
  3. Click Add extension in the window that appears.
  4. Microsoft Edge will install Agent Workspace (Browser Extension) (Agent Integrated). It will appear under Extensions icon of a puzzle piece. as CXone Agent Extension.

  5. Click Extensions icon of a puzzle piece. in the top right of Edge. Then select Manage extensions. Locate CXone Agent Extension, and click Details. In the Site access section, use the drop-down to select one of the following options:

    • On click: On each website, a notification will appear asking to allow Agent Workspace (Browser Extension) (Agent Integrated).

    • On specific sites: Enables you to make a list of websites that allow Agent Workspace (Browser Extension) (Agent Integrated). This option prompts you to add at least one URL.

    • On all sites: Agent Workspace (Browser Extension) (Agent Integrated) appears on all websites.

  6. To display Agent Workspace (Browser Extension) (Agent Integrated) in the Edge menu in the top right, go to Extensions icon of a puzzle piece.. Then, next to CXone Agent Extension, click More actions icon of three horizontal dots. > Show in toolbar.

  7. Go to Extensions icon of a puzzle piece.. Then, next to CXone Agent Extension, click More actions icon of three horizontal dots. > Extension options.

    Options, the icon of three dots, next to Agent Workspace (Agent) Browser Extension is clicked. Another pop-up lists the option for Show in toolbar.

    1. Verify that the CXone Agent URL is one of the following:

      • If you are not on FedRAMP: https://cxagent.nicecxone.com/

      • If you are on FedRAMP: https://cxagent.nicecxone-gov.com/

    2. To dial phone numbers by clicking them in your browser, Enable Click to Dial.

    3. Click Provide Microphone Access. If this option is disabled, you've already provided microphone access.

    4. To allow Agent Workspace (Browser Extension) (Agent Integrated) to collect and display information about your ChromeOS device, Enable Telemetric Data.

    5. Click Update.