Mpower Agent Maintenance

Mpower AgentClosed A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. maintenance includes tasks that allow you: 

  • Manage the data your Mpower Agent accumulates.
  • Review your Mpower Agent's performance and making changes to improve performance.
  • Deploy new models or roll back to a previous model.
  • Reactivate a Mpower Agent that has been deactivated due to inactivity.
  • Delete a Mpower Agent from Agent Builder.
  • Test your Mpower Agent.

Agent Builder provides a number of tools to help you perform these tasks.

Mpower Agents that are not used for 30 days are automatically deactivated. You can reactivate an Mpower Agent anytime in the 90 days after it is deactivated. After a total of 120 days of inactivity, the Mpower Agent will automatically be deleted. Deactivation and deletion of inactive Mpower Agents is an automatic process.

Tools for Reviewing Conversation Data

  • Insights: Provides reporting and real-time, interactive analytics for your Mpower Agents: 
      • Dashboard: Provides widgets that display real-time data about contact's conversations and messages.
      • Journeys: Provides detailed analytics about the flow of intents during your contact's conversations.
      • Conversations:Displays all Mpower Agent conversations for you to review. You can search, tag, or create training data from these real conversations.
  • NLU Inbox: Helps you manage your NLUClosed This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. data to improve the quality of your Mpower Agent. It shows all new messages from contacts.
  • Query search: Use the search bar to narrow results in the NLU inbox or the Insights section.

Tools for Managing Data

  • Tags: Use tags throughout Agent Builder. You can have them applied automatically by the Mpower Agent or you can apply them manually.
  • Bot skills: Use Mpower Agent skills to organize training data based on what your Mpower Agent can do. You can filter training data by skill to limit what's visible to you.

Tools for Managing Your Mpower Agent

  • Health Monitor: Displays information about the training, models, and configuration changes for your Mpower Agent.
  • Import and Export Tools: Import or export certain data from your Mpower Agents. You can use this as a backup option.
  • Activity Log: Provides a history of what users are doing when logged in to Agent Builder.