Agent Assist

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. You can also access Agent Assist Hub by choosing Automation and AI from the App Selector in CXone.

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.

Supported Script Types

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: 

• CXone Enlighten AutoSummary: Provides an AI-generated summary of the interaction within seconds after it ends.
• CXone Expert Assist: Provides agents lists of relevant CXone Expert knowledge base articles during the interaction.
• CXone 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.
• Enlighten 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 information to the agent that's relevant to the contact's concerns, such as FAQs and knowledge base articles. For CXone chat and voice interactions.
• Omilia Voice Biometrics: Provides biometric verification that your contacts are who they say they are.
• SalesForce Assist: 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:

• CXone Enlighten AutoSummary
• CXone Real-Time Interaction Guidance
• Google Contact Center AI
• Omilia Voice Biometrics
• SalesForce Assist

1. In Studio, open the script you want to use.
2. Select the Agent Assist action and click Open Editor in the action properties.
3. Click the agent assist application or profile you want to assign to this script.
4. Copy the Agent Assist App Name from the General tab of the profile properties.
5. Paste or type the name of the RTIG profile you copied from the profile properties in the Assist Launch Config Name field.
6. Click Close.

Assign an RTIG Profile to this Action

You must have a separate script for each Real-Time Interaction Guidance profile. A Studio script can only support one Real-Time Interaction Guidance profile.

This task may require coordination with your organization's Real-Time Interaction Guidance administrator.

1. In Studio, open the script you want to modify.
2. Add an Agent Assist action to the script, if you haven't already done so.
3. Select the Agent Assist action and click Open Editor in the action properties.
4. Click the RTIG profile you want to assign to this script.
5. Copy the Agent Assist App Name from the General tab of the profile properties.
6. Click Close to exit Agent Assist Hub.
7. Paste or type the name of the RTIG profile you copied from the profile properties in the Assist Launch Config Name field.
8. Save the script.