When an agent is unsure how to transfer a call, pick a disposition or change their state, Outcomer shows each step on their screen. The steps come from your own procedures, so agents follow your process, not a generic one.
Book a 10-minute demoAfter the demo, we’ll set up your department free of charge. A small trial confirms it’s accurate, then a larger trial measures the drop in support queries.
We check every step works before your staff see it.
Outcomer isn’t a library of ready-made NICE CXone guides. We build your guides from your own procedures, on your own NICE CXone set-up, and test each one before your staff use it.
Your agents get the answer on screen, in NICE CXone and the systems around it, instead of interrupting a colleague or raising a ticket.
Agents learn NICE CXone in training, but the real questions come mid-call. Outcomer answers them on screen while they work, using your own procedures.
General answers for the standard product. Your own set-up may differ, and that’s what Outcomer follows.
Your current state and how long you have been in it show in the Status Bar in the top menu. Hover over the Status Bar to pick a new state or log out. You can favourite up to five states so they appear at the top of the list. Which unavailable codes you see is set by your organisation, so your set-up may differ.
If you are in an available state and the agent application reloads, your state changes to unavailable. NICE does this on purpose to prevent audio problems in Google Chrome. Set yourself back to available once the page has loaded.
In the Interactions Menu, click the New Outbound icon and search the Directory by name or phone number. Enter numbers with a plus sign and country code. Click the contact's name, then the Call icon under Channels; if asked, choose a skill and click Call.
During the call, click Consult / Transfer and search the Directory for an agent, team, skill or phone number. For an agent or number, click Transfer to call them while your contact is on hold, then click Transfer again to complete. For a skill, click the Call icon on the skill; you can then complete the transfer or wait for an agent to answer.
Use Consult / Transfer to call the new party, which puts your contact on hold. Click Conference to bring everyone together. Click Leave to drop off while the others stay connected, or use the drop-down next to Leave and choose End Call to end it for everyone.
Click the Outcome icon in the voice control panel and select a disposition from the drop-down. Add disposition notes and tags if your process needs them, then click Save & Close. The disposition list is set up by your organisation, so your set-up may differ.
You cannot end a call while masking is active. If the Hang Up icon is missing, your administrator may have turned on a permission that hides it for inbound calls. Ask your supervisor how your team is expected to end those calls.
Headset call controls work in Google Chrome and Microsoft Edge only. Disconnect the headset from other apps, such as Microsoft Teams, then connect it to the agent application. If the headset drops mid-call, a dialog lets you pick a different microphone and speaker.
Select the voicemail in the Interactions Menu (it shows a cassette tape icon) and click Accept if asked. Click Play to listen; you can pause, skip back or forward ten seconds, or loop it. Click Call Back to ring the contact, and use Outcome to record a disposition.
Open the menu, go to Adjust Schedule, then Time Off, and choose New Time Off Request. Pick Full day or Partial day, enter the activity and dates or times, then tap Submit. A partial-day request needs a published schedule for that day.
If your organisation allows it, open Self Service from the menu and choose Self Swap. Tap the intervals you want to give up, then pick the same number of intervals outside your shift to take instead, and tap Confirm Swap. Swaps that meet the rules are approved automatically.
If your agents ask questions like these every week, Outcomer answers them on their own screen, using your own NICE CXone set-up and procedures.
See which NICE CXone tasks staff ask about most, which procedure answered each question, and whether it was finished or passed to your support desk. Your IT team can export it at any time.
Outcomer never reads, uses or keeps the data in your systems. It finds each box and button by its label, never what’s typed in it, takes no screenshots, and works from your procedures, not your records.