Unified Agent Workspace for ServiceNow

This overview is for agents Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel).. If you're an administrator, learn about administration task in Unified Agent Workspace for ServiceNow

Unified Agent Workspace for ServiceNow is an agent application inside ServiceNow. You can use it to interact with contacts The person interacting with an agent, IVR, or bot in your contact center. without leaving ServiceNow. You can interact with contacts through phone calls and chats.

NiCE CXone Agent Workspace (Embedded) (Agent Embedded) is another agent application inside ServiceNow. If you're not sure which agent application you use, ask your administrator.

Launch and Log In

1. Open ServiceNow and log in.

2. On the top menu, click Workspaces and select CSM/FSM Configurable Workspace.

3. In the upper-right corner, click the More options (vertical ellipsis) icon, and then select NICE Unified Agent.

4. Click Login.

5. In the pop-up, enter your NiCE CXone credentials and click Sign In.