The primary benefits of using CXone Agent (Agent Workspace) over My Agent eXperience (MAX) include:
- Fresh, modern design with enhanced usability and suite integrations.
- Single display for voice and digital interactions.
- Core Component Framework that allows all Agent Suite applications to share the same code base, providing a consistent experience across applications.
- Workflows that provide pre-built connections to CRMs and third-party systems, allowing for better data management and interaction.
- Single customer card that offers agents a full view of the customer journey.
- Responsive design that allows agents to resize the application to fit their preferences.
- Support for mobile devices and embedded AI applications for improved efficiency.
New Capabilities
- Elevated Interactions: Introduces a unified omnichannel inbox, allowing agents to interact with multiple digital channels.
- Advanced Conferencing: Offers advanced conference call features, including private consultations with new participants before adding them to the conference.
Saves Time/Effort
- One-Click Status Change: Agents can set their state to "Available" with a single click on the status bar.
- Favorite Unavailable States: Agents have the option to "favorite" Unavailable states for quicker selection.
- Centralized Post-Call Work: Centralizes post-call tasks—like dispositions, notes, and tags—within the Outcomes panel.
- Streamlined Digital Handling: Chats and emails are managed like any other contact through the assignment panel, simplifying the handling of digital interactions.
Broadens Access
- Progressive Web App (PWA): The agent application can be downloaded as a PWA, allowing it to be launched directly from the desktop taskbar.
Increases Quality
- Improved WebRTC Support: A Chrome Extension is available to enhance WebRTC support and connection.
- Voice Preferences: Provides an additional option for tenants using Azure Communications Service (ACS) for configuring voice preferences.
Key differences between My Agent eXperience (MAX) CXone Agent (Agent Workspace)
| Feature | Legacy My Agent eXperience (MAX) | CXone Agent (Agent Workspace) |
| Launch Method | Primarily launched from the application launcher. | Can be downloaded and launched as a Progressive Web App (PWA) directly from the desktop taskbar. |
| Agent State Change | Requires two clicks to set the agent to Available status. | Agents can set their state to "Available" with a single click and can "favorite" Unavailable states for quicker selection. |
| Handling Digital Contacts (Chats/Emails) | Chats and emails were treated as Cases. | Chats and emails are managed like any other contact through the assignment panel. |
| Omnichannel Capability | Lacks the ability to initiate multiple digital channels. | Offers a unified omnichannel inbox`, allowing agents to interact with multiple digital channels. |
| Post-Call Work | Handles post-call tasks differently. | Centralizes post-call tasks (dispositions, notes, and tags) within the Outcomes panel. |
| Conferencing | Supports basic conferencing but lacks the advanced consultation feature. | Offers advanced conference call features, including private consultations with new participants before adding them to the conference. |
| Quality/Connectivity | Standard voice preferences and lacks the dedicated Chrome Extension for WebRTC improvement. | Provides enhanced WebRTC support via a Chrome Extension and an additional voice preference option for tenants using Azure Communications Service (ACS). |
| Help Access | Help access location differs. | Relocated to the top menu, aligning with the rest of the CXone Suite. |