Handle Interactions in Agent Workspace for Microsoft Teams (Agent for Microsoft Teams)

There are two kinds of interactions you can handle in NiCE CXone Agent Workspace for Microsoft Teams (Agent for Microsoft Teams): 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