There are 3 options to implement SightCall's agent experience in NiCE - each with their pro's and con's:
Embedded inside the 'Contact Panel':
This is the default method. But the main issue is that when agent's focus is shifted to another embedded 'tab' the SightCall instance is destroyed. (iframe reloaded)
Pop-out (browser tab) by default:
- By selecting 'Popout' as the Pop Destination, the contact panel 'icon' will open SightCall in a pop-up browser window.
- This works better than above as the agent can leave SightCall console opened after a session, to run additional sessions.
- Closing a NiCE phone call won't auto close up this panel either. But if the agent answers another call and open up SightCall window, the previous SightCall console will be automatically logged out
Custom workspace:
- Alternatively, NiCE CXOne can load SightCall as a 'Customer Workspace' tool that has a persistent state (runs in the background, doesn't get destroyed when agent works with other tools)
- Admin > ACD config > Busines Units > 'Edit' > 'Custom Workspace' > add a flow URL to be loaded 'persistently' in background.
But currently it is not possible to prefill the customer call context (e.g. phone number to invite) into these Custom Workspace tools. Therefore the agent will have to manual enter them.