Click the preferred contact and click Call to place your call or Email to send an email.Either begin typing the name of the contact or email address in the search box.Click the Search In drop-down box to select a specific address book or leave the selection on All Directories to search in all configured address books.Click New and click the Directories tab.If you would like to know more about how these are added, contact your administrator. The Directories tab displays additional address books from partner platforms such as Microsoft Teams and Zoom. If you are not part of the CR group and would like more information, contact your CXone Account Representative. You can see the status of the agents assigned to this skill, the amount of contacts in queue, and so forth. You can also select a skill to display a list of agents that are assigned to the skill and make a call directly to 1 of these agents. From this list, you can make a call through a skill which will be placed in that skill's queue. The My Team tab displays all of the agents on your team and whether or not they're available.Ĭontains a list of all the skills to which you are assigned. Top Hits is sorted by relevance with the most commonly contacted ACD skill and agents at the top. This filter is channel-specific, so only agents and ACD skills relevant to the interaction type appear. It provides a list of the agents and ACD skills to which your team most often transfers contacts. The Top Hits tab only appears when you access the address book to transfer or conference a contact. In both instances it displays the last 24 hours or first 100 records, whichever is greater. The Recent tab differs in name between the two instances of the address book: when you initiate a new call, it is called History, and when you open the address book to transfer or conference a call, it is called Recent. It is the default tab that appears when you open the address book. If you transfer or initiate an interaction to a n ACD skill, you will be connected with an available agent who possesses the selected ACD skill. The Main tab allows you to drill down through various categories, such as all ACD Skills, all Agents, and custom address books your administrator has configured.
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