Agent Assist

This help page is for Studio. This information is also available for Desktop Studio.

Connects an agent assist application to your contact center. Agent assist applications assess live interactions and display relevant or useful information to the agent in the agent application, such as MAX. Information can include things such as knowledge base articles or FAQs.

Double-clicking this action opens Agent Assist Hub, where you can manage the connections to the agent assist applications you use with CXone Mpower. You can also access Agent Assist Hub by choosing Automation and AI from the App Selector A 9x9 grid of squares. in CXone Mpower.

Dependencies

  • The Agent Assist action must be placed after the Onanswer event action in your script. Agent Assist requires the ID of the agent handling the interaction. This ID isn't assigned until after Onanswer.
  • A single script can contain more than one instance of the AGENT ASSIST action.
  • You can work with more than one agent assist application in a single script. You need to have at least one instance of the AGENT ASSIST action for each application you're using in the script. However, the script can only use one configuration profile per application each time it runs. For example, if you have two RTIG profiles and two AutoSummary profiles, you need to have script logic that chooses one profile from each application to use each time the script runs.

  • In custom personal queues scripts that include agent-to-agent transfers, you must include the Studio action in the branch. If it's not included, the transcript is not generated for the interaction after the transfer. Add after and configure it with the same agent assist application profile as the action earlier in the script.

Supported Script Types

A square with a line branching from it that goes to three other squares.

Generic

 Email Chat Phone Voicemail Work Item SMS

Supported Agent Assistants

You can use the Agent Assist action with these supported agent assistant providers or applications: 

  • ConnectLingua: Provides real-time translation for agents.
  • CXone Mpower AutoSummary: Provides an AI-generated summary of the interaction within seconds after it ends.
  • CXone Mpower Expert Assist:  Provides agents lists of relevant Expert knowledge base articles during the interaction.
  • CXone Mpower Real-Time Interaction Guidance: Provides guidance to agents during voice interactions. Guidance is based on the agent's performance, such as the things they say or don't say.
  • CXone Mpower Autopilot Voice Biometrics: Provides biometric verification that your contacts are who they say they are.
  • CXone Mpower Copilot for Agents: Provides assistance to agents to improve effectiveness during interactions. It generates interaction summaries, suggests responses agents can send to contacts, and more.
  • Google Contact Center AI: Provides provides information to the agent that's relevant to the contact's concerns, such as FAQs and knowledge base articles. For CXone Mpower chat and voice interactions.
  • Nuance Gatekeeper: Provides provides biometric verification that your contacts are who they say they are.
  • Salesforce Assist: Provides provides a real-time transcript of voice interactions that appears in Salesforce.

Agent assistants require configuration in addition to adding the action to your script.

Input Properties

These properties define data that the action uses when executing.

Property

Description

Add Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.

Assist Launch Config Name

The name of the agent assist application. This property is populated automatically when you assign an agent assist configuration app to the action from Agent Assist Hub. For some agent assist applications, such as RTIG, you may need to configure this property manually. 

For Real-Time Interaction Guidance, enter the name of the Real-Time Interaction Guidance profile you want to connect to this action.

Script Params

The name of the variable that holds data to pass to the agent assist application. The data must be defined in a Snippet action using the Script Parameters code snippet. The variable you use in this field must hold the data in JSON format. If you don't include the snippet, you don't need to complete this field.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.

Error

Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Required SNIPPET Action Code

The scriptParams property requires the script to have a Snippet action with code to define the parameters to send to the agent assist application.

Assign an Agent Assist Application or Profile to this Action

You need to assign the configuration application or profile for your agent assist application to the Agent assist action in your script. This connects the configuration settings to the script so they can be applied to the agents during an interaction.

If you haven't done so already, you need to add your agent assist application to Agent Assist Hub. Refer to the online help for the application you're using for more information:

  1. In Studio, open the script you want to use.

  2. If you're using Desktop Studio, double-click the Agent Assist action to open Agent Assist Hub. If you're using Studio, click open editor on the Agent Assist action.

  3. In the left column, click the checkmark in a circle A light gray checkmark inside a light gray circle. next to the agent assist app or profile you want to assign to this script.
  4. Click Close.