We are using the NICE CXone Embedded Agent within Salesforce and would like to request an enhancement that allows for the inclusion of specific Salesforce fields in the agent interface.

Business Need:

Our agents rely on visibility into specific Salesforce fields (including Task Date, Picklist, and Text fields) during customer interactions. Currently, we are unable to configure which fields appear.

Requested Enhancement:

• Enable administrators to configure and display additional Salesforce fields in the CTI softphone UI, such as:

  • Task Date fields
  • Picklist fields
  • Text fields

Impact:

The inability to expose key contextual data directly in the CTI panel leads to extra clicks and longer handle times for agents. Enabling configurable field mapping would improve usability and efficiency.

This type of customization is possible in Ringcentral but not in Nice CXone -why???