Start a New Mpower Agent

This page provides the essential tasks required to set up a new Mpower AgentClosed A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. in CXone Mpower Agent Builder. This is the second step in the Mpower Agent implementation process.

In addition to creating a new Mpower Agent in Agent Builder, setting up your Mpower Agent requires configuring CXone Mpower to route contacts to it. These configurations are:

These configurations work together to route contacts to your Mpower Agent, as shown in the following image: 

In the preceding image, you can see that the routing of contacts to your Mpower Agent follows the same flow as the routing of contacts to live agents. CXone Mpower uses the relevant point of contact and its default ACD skill or Studio script to route to the agent, whether it's an Mpower Agent or a human.

Complete each of these tasks in the order given.

Create a CXone Mpower Employee Account for the Mpower Agent

Required permission Admin > Employees Create

Creating an employee profile for the Mpower Agent is the first step in creating a new Mpower Agent. Follow these best practices when creating this employee profile:

  • Don't use a real agent name for your Mpower Agent. If you use a human-sounding name, choose one that's unlikely to belong to a real person.
  • Don't use the same employee profile for more than one Mpower Agent. Each Mpower Agent should have its own unique profile for routing and reporting purposes.
  • Do use the same name for the Mpower Agent and its employee profile. This keeps things simple when you're managing multiple Mpower Agents.
  • Do use an email address you have access to. This allows you to receive and respond to the invitation to CXone Mpower. You can use the same email address for multiple Mpower Agent employee profiles.
  1. In CXone Mpower, click the app selector and select Admin.
  2. Click Employees.

  3. Click Create Employee.
  4. Enter a First Name and a Last Name. This should be the same name you plan to give your Mpower Agent. It should be a human-sounding name, but not the name of a real agent. For example, John Mpower Agent.

  5. Enter a working Email Address that you have access to. You must be able to respond to the invitation that CXone Mpower sends.
  6. Enter a Username in the format of an email address. For example, john.bot@classics.com.
  7. On the General tab, use the Attributes drop-down to select Digital Engagement.

    Your Mpower Agent also needs the Virtual Agent Enabled attribute. However, do not add it now. Wait until you have assigned the employee profile to the Mpower Agent in Agent Builder. If you add this attribute before assigning the profile, you won't be able to assign the profile to the Mpower Agent.

  8. Leave all other settings at their default values and click Create & Invite.
  9. When the invitation email arrives at the email address you entered, click the link to accept and follow the on-screen prompts. You must activate the employee profile or it will not sync to Digital Experience. The invitation expires after 48 hours. If that happens, you can send another invitation.

Set Up an Mpower Agent in Agent Builder

You can create a new Mpower Agent from scratch, or you can duplicate or import an existing Mpower Agent to Agent Builder. After you create or import an Mpower Agent, you must assign the employee profile you created to it.

Create a New Mpower Agent

  1. Log in to CXone Mpower with your own account.
  2. Click the app selector icon of app selector and select Agent Builder.
  3. Click Create Mpower Agent.

  4. Enter a Name and click Continue.

  5. Select the initial skills you want your Mpower Agent to have, then click Create the Mpower Agent. Or you can click Create Mpower Agent add skills later from the Skill Store.

  6. It may take several minutes for the setup to complete. You can wait or click Enter the Mpower Agent to explore the Agent Builder interface while setup completes.
  7. Once the Mpower Agent is created, go to Preferences icon, represented by a gear > Settings > Mpower Agent Body.
  8. Select the CXone Mpower employee profile you specifically created for this Mpower Agent. Click Connect.

Duplicate an Mpower Agent

  1. Log in to CXone Mpower with your own account.
  2. Create a CXone Mpower employee profile for the new Mpower Agent. If you're duplicating an Mpower Agent as a backup, you don't need an employee profile.
  3. In CXone Mpower, click the app selector and select Agent Builder.
  4. Click the Mpower Agent you want to duplicate.

  5. Click Preferences icon, which looks like a gear. in the left icon menu.
  6. On the General tab, click Duplicate.

  7. Enter a name for the new Mpower Agent and click Confirm.
  8. Click the Open link in the success message that appears at the top of the page. If you don't see this message, you can open the duplicated Mpower Agent from the main Agent Builder page. Click the robot head Icon of a robot head. in the top left corner of the page to return to the main page.
  9. It may take several minutes for the setup to complete. You can wait or click Enter the Mpower Agent to explore the Agent Builder interface.
  10. If you created an employee profile for this Mpower Agent, go to Preferencesicon, represented by a gear > Settings > Mpower Agent Body in Agent Builder.
  11. Select the employee profile you created, then click Connect.

Import an Mpower Agent

The file you import must have the YAML or YML extension. If you haven't exported an Mpower Agent yet, do so before completing these steps.

  1. Log in to CXone Mpower with your own account.
  2. Create a CXone Mpower employee profile for the imported bot.
  3. In CXone Mpower, click the app selector and select Agent Builder.
  4. Click Import Mpower Agent.

  5. Enter a name for the Mpower Agent, then drag-and-drop or click Browse Files to bring your YAML or YML file into CXone Mpower Agent Builder. Click Import Mpower Agent.

  6. It may take several minutes for the setup to complete. You can wait or click Enter the Mpower Agent to explore the Agent Builder interface.
  7. Once the Mpower Agentis created, go to Preferences icon, represented by a gear > Settings > Mpower Agent Body.
  8. Select a user from the drop-down. You should pick the user you specifically created for the Mpower Agent. Click Connect.

Assign the Mpower Agent Employee Profile to ACD Skills

Required Permissions: Intelligent Routing Settings On

CXone Mpower considers Mpower Agents to be users. In order for your Mpower Agent to receive contactsClosed The person interacting with an agent, IVR, or bot in your contact center., it needs to be assigned ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge., just like a live agent would.

Follow the steps to add skills to a user or add users to a skill. Use the CXone Mpower employee profile you created for the Mpower Agent. You should not assign more than one Mpower Agent to an ACD skill, but each Mpower Agent can be assigned to multiple skills.

Assign ACD Skills to a Point of Contact

Required Permissions: Intelligent Routing Settings On

If you haven't already, create a point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (POC) for the voice or digital channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. you're using with your Mpower Agent. For the default skill in the POC, configure it to use the ACD skill you assigned to the Mpower Agent employee profile. Information about creating POCs is available on the help page for the specific digital channel you're using or for voice channels.

Ensure that the Studio script assigned to the POC appropriately routes contacts to the Mpower Agent. For example, if you want to use your Mpower Agent as an overflow agent during peak hours, you must have script logic to define the conditions for when contacts are routed to the Mpower Agent and when they're routed to live agents. The REQAGENT actions that route to your Mpower Agent should be configured with the appropriate digital ACD skill.