Nextiva NEXT - CX Mode & Presence Status

First Time Login Setup

The first time you log in to NEXT, you will need to verify your ACD settings and your Google Chrome browser settings. You should only have to do this once, but if you have issues with CX Mode, we recommend re-checking these settings to see if that solves your issue. If you have already completed these steps, start at the Accessing CX Mode section below.

ACD Settings Verification

1. Log into NEXT via https://app.nextiva.io/lioncc/.
   
   
   • Your log in information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.
     
     
2. Select the Shared Inbox icon on the left hand navigation bar. It will say All when you hover over it.
   
   
3. You will see a button in the center of the screen for Settings. Select it.
   
   
4. A new window will appear. Select the Channels, Inboxes, and Status tabs at the top, one by one. For the Channels tab, as well as the Inboxes tabs, make sure all boxes are checked. For the Status tab, make sure Available is selected.
   
   
   • You will see different options for the Inboxes tab depending on which Shared Inboxes you are assigned to.
     
     
     
     
5. Select Save. You should only have to enable these settings the first time you set up your account.
   
   

Google Chrome Settings

If you are using another browser to access NEXT, you should be able to find these settings next to your URL bar as well. Remember, Google Chrome is the preferred browser for NEXT.

1. Once you have logged into NEXT, go to the URL bar along the top of Google Chrome.
   
   
2. Select the settings icon to the left of the URL for NEXT.
   
   
3. A drop down will appear. Make sure all options are enabled/toggled on.
   
   
4. Done, you should be ready to accept incoming customer queries.
   
   

CX Mode Settings

As an Agent, customize your CX Mode settings to optimize your workload intake as part of your First Time Setup. Click here for more details and images on the CX Mode settings area within My Settings.

1. Go to your avatar in the upper right corner of the product.
   
   
   • This will either be your initials or a custom photo you have added.
     
     
2. Select the avatar and a drop down will appear.
   
   
3. Select My Settings.
   
   
4. On the left hand side, select CX Mode under the Communication section.
   
   
5. You will see the following Settings:
   
   
   • Auto-accept work item: This will automatically assign tickets to you.
     
     
   • Auto-login to ACD: This means that as soon as you log into the NEXT product, you are ready to accept incoming customer queries, as you are already listed as Available in CX Mode.
     
     
   • Inboxes: These are the Shared Inboxes CX Mode will use when enabled. Ask your Supervisor which inboxes should be selected if you are uncertain.
     
     
   • Channels: These are the communication channels CX Mode pulls incoming requests from when enabled. Most agents would accept any incoming requests. Channels include SMS, calls, social media messages, email.
     
     
6. Choose the options that make sense for you as an Agent, and/or that your Supervisor recommends.

Accessing Simple CX Mode or Advanced CX Mode

CX Mode is a unified automatic contact distribution (ACD) system that delivers voice, SMS, email, and digital communications directly to Agents through NEXT.

When you are in CX Mode, it will send you incoming live chat messages when you have it turned on. The system will automatically assign out incoming live chats, and will rotate between the agents who are online and have enabled CX Mode.

• Simple ACD: 20 phone lines or fewer. Agents will be automatically set to Available when they sign in.
  
  
• Advanced ACD: This includes CX Mode and is for accounts with 21 lines or more. Agents will manually set themselves to Available when they sign in.
  
  
• Service Mode: This is when an Agent goes into a Shared Inbox and cherry picks tickets to work on, versus an automatic rotation for incoming customer queries.
  
  

1. Log in to NEXT via https://app.nextiva.io/lioncc/.
   
   
   • Your login information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.
     
     
2. In the upper right corner of NEXT, select the drop-down that says Available or another status.
   
   
   • Simple CX Mode: If your Status drop-down only shows Status options, then you have Simple CX Mode. Select Available to begin accepting incoming customer queries. If you do not want to accept incoming queries, you will need to switch your status to Away or Do Not Disturb.
     
     
     • For Simple CX Mode, you will be set to Available immediately upon login, meaning you will start receiving customer queries right away unless you change your status.  
       
       
       
       
   • Advanced CX Mode: If you have Advanced CX Mode enabled on your account, you will see a header called Automatic distribution, with CX Mode listed. Select the blue Enable button to begin accepting incoming customer queries. If you do not want to accept incoming queries, you will need to switch your status to Away or Do Not Disturb.
     
     
     • You will not be automatically enabled to accept incoming customer queries unless you have toggled that setting on within My Settings. Click here to learn more.
       
       
       
       
3. Your available status will change so that it has a light green background and will say Enabled when you select the drop-down. You are now in CX Mode, ready to accept incoming customer queries.
   
   
4. Click here to see more about accepting incoming chats while in CX Mode.
   
   

CX Mode Statuses

There are two different types of status areas underneath the Status drop-down.

When you have CX Mode enabled, you are ready to accept incoming customer queries.

When you have CX Mode turned off, you can still use the Presence Statuses listed under the My Status section, to indicate to coworkers if you are available or not.

Admins can configure certain custom statuses, which are different than the statuses you see as an agent in the status drop-down in the upper right corner of NEXT. The default options can be found in the table below.

Presence Statuses - My Status with Advanced CX Mode enabled

When you are in Advanced CX Mode, the default statuses are:

• Available
• Away
• Do not Disturb
  
  

Advanced CX Mode is Disabled	Advanced CX Mode is Enabled

Presence Statuses - My Status with Simple CX Mode enabled

When you are in Simple CX Mode, the default statuses are:

• Available
• Away
• Do not Disturb

Simple CX Mode is enabled:	Simple CX Mode is off, set to Away:	Simple CX Mode is off, set to DND:

CX Mode Statuses - Disabled vs Enabled

These are the status options when you select the status drop-down in the upper right corner. They are broken up into sections for Simple CX Mode vs Advanced CX Mode vs when a ticket is actively in progress.

Simple CX Mode

Advanced CX Mode

Working on a ticket

For both Simple and Advanced CX mode, when you are working on a ticket, the system will place you into one of the following statuses: