Report Issues in Agent Workspace (Embedded) (Agent Embedded)

You can report issues in NiCE CXone Agent Workspace (Embedded) (Agent Embedded) from inside the agent application. You administrator receives and reviews these in agent issues in NiCE CXone.

To report issues:

  1. In Agent Workspace (Embedded) (Agent Embedded), click More icon, three dots in a row. > Settings.
  2. Select Report Issue from the drop-down.
  3. Select a Category.
  4. Select a Priority.
  5. To provide details about the issue, enter text in the Comment field.
  6. Check the box for Include Event Log to provide your administrator with a log of your activity in Agent Workspace (Embedded) (Agent Embedded). The level of data provided depends on how you've configured the Log Level setting on the Information page in Settings icon of a gear..
  7. Click Send. A success message appears, saying that your issue has been submitted for review.

Download Diagnostic Logs

Agents can download browser diagnostic logs directly from the Settings app in Agent Workspace (Agent), simplifying troubleshooting and log collection. This provides quick access to essential diagnostic data, including network activity, application logs, and session information, without requiring manual browser-based steps. This functionality is most helpful when working with NiCE Technical Support.

  1. In Agent Workspace (Embedded) (Agent Embedded), click Moreicon, three dots in a row. > Settings.
  2. Select the Report Issue tab.
  3. Click Download. This downloads the log file to the agent's local machine.