Agent Assist Application Integrations

When you want to give your agents the benefit of an agent assist application, you need to set up and configure the application to work with CXone Mpower. Most agent assist applications require the creation of a profile in Agent Assist Hub. Copilot for Agents is configured in the Admin application instead. All agent assist application integrations require custom Studio scripting.

Third-party agent assist applications require additional configuration outside of CXone Mpower. The online help for each supported agent assist application provides information about the configuration requirements.

Integrating agent assist applications requires custom scripting. Your organization's CXone Mpower administrator, agent application administrator, and Studio script writer may need to coordinate to complete the integration.

You can use more than one agent assist application with CXone Mpower. Doing so requires some modification to your Studio scripts to include the additional applications.

Integration Process

Every agent assist application has unique requirements and configuration needs. The CXone Mpower online help includes help pages that describe the integration steps for each supported application.  See the links in step 3 below for more information.

The integration process for agent assist applications involves these steps: 

1. Set up, configure, and test the agent assist application with the provider. Refer to your provider's documentation for help with this step. For CXone Mpower native applications, including Copilot for Agents and AutoSummary, the configuration happens within the CXone Mpower platform.
2. Create at least one custom Studio script that follows the guidelines for agent assist scripts.

3. Add a configuration app in Agent Assist Hub to connect your agent assist provider to CXone Mpower. Configure the AGENT ASSIST  Studio action used in your script with the name of the configuration app.

   The following drop-down contains a list with links to the help pages for integrating each application.

   View more information

   • CXone Mpower AutoSummary

   • CXone Mpower Expert Assist

   • CXone Mpower Real-Time Interaction Guidance

   • Google Contact Center AI (CCAI)

   • Omilia Voice Biometrics (DEVone)

   • Salesforce Assist

4. Create a CXone Mpower voice or digitalpoint of contact (POC The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.) and assign the Studio script to it.
5. Test the agent assist application integration end-to-end using the appropriate voice or chat channel.

Custom Studio Scripting

Custom scripting is required for all agent assist application integrations. The scripts define the routing of information and data between the agent application, CXone Mpower, and the agent assist application provider. Scripts also configure the connection between the agent assist provider and CXone Mpower.

All scripts for integrating agent assist applications must include at least one instance of the AGENT ASSIST Studio action. This action connects the script to the agent assist provider. The Custom Scripting Guidelines section below provides additional, general guidelines for your scripts. See the CXone Mpower online help page about integrating your agent assist application for details specific to that provider.

Custom Scripting Guidelines

Integrating an agent assist Software application that provides context-specific help to the agent. application requires custom scripting. Before beginning the integration setup, you should know: 

• Which scripts you want to add the agent assist application into. You can modify existing scripts or create new ones. You may need to add the application to more than one script. For example, you need different scripts for inbound and outbound phone interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..  
• Where the Agent Assist Studio action Performs a process within a Studio script, such as collecting customer data or playing music. must be placed in your script flow.
• The configuration requirements specific to the application you're using. The app in Agent Assist Hub needs to be configured. The actions in your Studio scripts must also be configured. Refer to the online help for each action for more information.
• What parameters the script needs to send to the agent assist provider, if any.

• How to complete the script after adding the Agent Assist action. You may need to:

  • Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
  • Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
  • Complete any additional scripting and test the script.

If you need assistance with scripting in Studio, see the Technical Reference Guide section in the Studio online help, or visit the NICE Community site for CXone Mpower.  For additional assistance with your script, you may want to contact NICE CXone Mpower Expert Services.