Handle Interactions in Agent Workspace (Agent)

There are two kinds of interactions you can handle in NiCE CXone Agent Workspace (Agent): voice and digital. Voice interactions include:

• Calls

• Voicemails

Digital interactions are message-based. They include:

• Chats

• Emails

• SMS (text messages)

• Social messages through Apple Messages for Business, Facebook, Instagram, LINE, and Microsoft Teams.

• Social platform interactions on Apple Apps Reviews, Facebook, Google Play, Google Maps, Instagram, LinkedIn, and YouTube

• WhatsApp messages