Copilot for Agents Setup

This overview is for administrators. If you're an agent, learn about using Copilot for Agents in Agent, Agent Embedded, Agent for Microsoft Teams, or Agent Integrated. If you're an organizational leader or an administrator, learn more about Copilot for Agents and the features it supports. Administrators can also learn about setting up agent assist application integrations in general.

Copilot for Agents is set up and managed in Admin. It also requires a connection to Agent Assist Hub. It appears to agents inside CXone Mpower Agent applications.

Requirements

In order to use Copilot for Agents, you must:

• Use Agent, Agent Embedded, Agent for Microsoft Teams, or Agent Integrated as your agent application.

• Have an Expert knowledge base A website that stores troubleshooting articles. or a Knowledge Hub knowledge base.

• Have a CXone Mpower Bot Builder bot configured for integration with Copilot for Agents if you want to enable agents to use Task Assist.

• Have a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. or other third-party system integrated with CXone Mpower if you want to enable agents to use Task Assist.

Copilot for Agents Setup and Configuration

You must work with your Account Representative for the initial setup process. Copilot for Agents must be enabled for your organization. Copilot for Agents requires access to Agent Assist Hub, so it must also be enabled, if it isn't already.

After the initial setup is complete, you can complete the configuration process. The process requires that you create at least one Copilot for Agents profile in Admin > AI Studio > Copilot for Agents Config. Once you've created a profile, you must select it in the AGENT ASSIST action in your Studio script. This connects Copilot for Agents to the interactions and skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want it to be available for.

Copilot for Agents Profiles

Copilot for Agents profiles allow you to define the settings for Copilot for Agents. You can specify the persona description, tone, channel Various voice and digital communication mediums that facilitate customer interactions in a contact center., features, knowledge base, target response lengths, and more. You can create one or more Copilot for Agents profiles. Create multiple profiles to customize the Copilot for Agents experience for different business requirements.

CRM Integration

You can have the Copilot AutoSummary passed into any supported CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. application. This makes the Copilot AutoSummary from a previous conversation with the contact available in the CRM. Other agents who handle interactions with the contact can quickly understand the contact's history with your organization. Without a CRM integration, the Copilot AutoSummary isn't visible to other agents.

If your CRM is already integrated with Agent, Agent Embedded, Agent for Microsoft Teams, or Agent Integrated, you can configure Copilot for Agents data to be passed to the CRM. If you haven't integrated your CRM with Agent, Agent Embedded, Agent for Microsoft Teams, or Agent Integrated yet, you must do that first.

To enable Copilot for Agents data to pass to the CRM, you need to add a data mapping on the Agent Integrations page in CXone Mpower. Specifically, you must create a data mapping for the Contact entity type that has Disposition Notes selected in the CXone Mpower Data field. This connects the Disposition Notes field in Agent, Agent Embedded, Agent for Microsoft Teams, and Agent Integrated to the field in your CRM where you want the summary to be saved.

Process Steps

Process steps is a feature for Copilot for Agents that breaks down KB answers into individual steps. Agents can walk contacts through a solution to their issue by sending them one step at a time. They no longer have to send a full paragraph to describe a solution. This improves both agent and customer satisfaction by making things simpler.

To enable process steps, your Account Representative must first enable it for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. Once that's done, you can enable Process Steps in Copilot for Agents profiles.