Frontline Agent Console for CXone

The app does what it's supposed to. It increases productivity of our call center staff by bridging the gap between inContact and Zendesk. The built-in automations like user lookup via phone number are huge. Troubleshooting is rare and Frontline's support has been great about communicating with us when there are problems, but in general FAC is a low-to-no maintenance tool. Users pickup the UI quickly and adapt well through any newer version releases. The app is intuitive and easily managed by admins.

This app has been running quite well for our team. The only issues that have been reported are some inconsistencies between being unable to answer calls from the app and having to answer from the soft-phone. We sometimes see an issue where the user gets locked out of the app and we have to reset their password. Other than that, it was mentioned that the call transfer and conference options are a bit clunky if you are not using them on a day to day basis. This is very minor.

The application it self is good, occasional it sometimes does not populate a ticket within zendesk, however, other than that, we have no issue.

Documentation on CXexchange (InContact) is out of date.