Customizing Settings

Customize these settings to shape the results you receive from Actions.

These settings allow you to customize how Actions behaves for your organization and individual users. The page is divided into two tabs:

  • Tenant: Configure organization-level settings.

  • User: Customize settings that apply only to your account.

Tenant Settings

Tenant settings apply across the entire organization and are managed at the tenant level.

  1. Click the app selector and select Actions. The Actions page appears.

  2. Click Settings > Tenant.

  3. Update the settings for your environment. The settings are organized as follows:

    • Response Data Settings: Set default values for the data returned to you.

      Field Details
      Default Period in Days Sets the standard duration (in days) for the response data collection when no specific time frame is mentioned in your prompt.

      Default Number of Records

      Specifies the number of records the response should display if you don't specify the number of records in your prompt.

      This field is a mandatory field and your tenant settings do not apply unless you enter a number between 1 and 100.
      Length of Insight

      Determines the level of detail in AI-generated insights. You can choose between,

      • Short (up to 30 words)

      • Medium (up to 60 words)

      • Long (up to 100 words).

    • Prompt Settings: Sets the maximum length for saved prompt names.

      Field Details
      Prompt Name Length

      With this setting you can select the length of the prompt name under the Saved Prompts. You can choose between,

      • Short (up to 4 words)

      • Medium (up to 8 words)

      • Long (up to 12 words)

    • Industry Details: Specify the name of the industry in this field which will help in contextualizing the knowledge articles.

      Field Details
      Industry Name Select the appropriate industry from the dropdown list.

    • Company Information: Provide details about your organization.

      Field Details
      Company Name

      Enter the name of your company in this field.

      This field is a mandatory field and your tenant settings do not apply unless you enter a company name.
      Company Description

      Provide a brief description of your company in this field. This description can provide additional context for the knowledge articles.

      This field is a mandatory field and your tenant settings do not apply unless you enter a company description.

    • Cognigy AI Settings: Set this field if you plan to publish your articles to Cognigy AI. This setting enables secure integration between Actions and Cognigy AI.

      Field Details
      API Key

      Set this field if you plan to publish your AI Agent to Cognigy AI. The API key is a unique identifier that authenticates your system with Cognigy AI's API.

      After entering the key, a green checkmark appears to confirm that the key is valid.
      Clear API Key Click Clear API Key to remove the existing key. This action disconnects Cognigy AI from Actions until a new key is entered.

    • Knowledge Generation: : Configure and enable the knowledge integration feature. These settings are available only if you have IA Basic license and the browser language is set to English.

      Field Details
      Article Length

      Select the preferred length of the knowledge articles. Options are,

      • Less than 100 words

      • Less than 300 words

      • Less then 700 words.

      This setting can help filter and display articles based on their word count or length.

      Create Article from Publicly Available Information Select this checkbox to allow the system to generate articles using publicly accessible data sources.
      Publish in CXone Expert

      Select this checkbox to enable the publishing of AI generated knowledge articles to CXone Expert. Once enabled, the following fields are activated: Client Key, Client Secret, Site URL, Category Name, and Guide Name.

      To use this feature you must have an active CXone Expert license.

      Client Key Enter the Client Key provided by the CXone Expert platform. The Client Key is a unique identifier that authenticates your application with the CXone Expert service.
      Client Secret Enter the Client Secret associated with your CXone Expert account. The Client Secret is a confidential string that, along with the Client Key, authenticates your application with the CXone Expert service.
      Clear Client Secret Click Clear Client Secret to remove the stored client secret from the configuration.
      Site URL

      This field displays the Site URL of the CXone Expert platform you are integrating with.
      Category Name Select the appropriate Category Name for your knowledge articles from the drop-down. This is where you want the generated knowledge articles to be published in CXone Expert.
      Guide Name Select the relevant Guide Name from the drop-down.
      Can Publish as Live Clicking on this checkbox allows you to publish knowledge articles as live articles.

    • AI Disclosure: Enable and customize a disclosure message regarding the output being generated by AI.

      Field Details
      Enable AI Disclosure When enabled, the disclosure message appears in the conversational panel to all users at the start of the day. You choose to show the default disclosure message or write a custom message.

  4. Click Save.

User Settings

User-level settings allow individual users to personalize their experience without affecting tenant-wide configurations

  1. Click Settings > Tenant.

  2. Update the user settings for your environment. The settings are organized as follows:

    • Automated Insights: This section allows you to enable and configure automation analytics for your account. When enabled, you can analyze interaction data and calculate cost metrics to gain insights into automation performance.

      Field Details
      Enable Automation Opportunity Select this option to turn on automation opportunity. When you enable it, you can configure additional settings to analyze data and calculate costs.
    • Automation Opportunity: This section lets you define how interaction data is analyzed for insights.
      FieldDetails
      Analyze Period

      Choose the time range you want to analyze. For example, if you select Last 30 days, the system analyzes interactions from the past 30 days. Options are,

      • Last 30 days

      • Last 60 days

      • Last 90 days

    • Cost Calculation: This section lets you enter cost values for calls and chats and set a target containment rate. These inputs help the system calculate potential savings and measure how well automation reduces human-assisted interactions.
      FieldDetails
      Call Cost (USD)

      Enter the cost per unit of time for voice calls. The system uses this value to calculate call costs during analysis.

      Per Select the unit of time for the call cost calculation, such as Minutes or Call.
      Chat Cost (USD)Enter the cost for each chat interaction. The system uses this value to calculate chat costs during analysis.
      Target Containment Enter the target containment rate for automated interactions. This is the percentage of interactions you want resolved without human assistance.
  3. Click Save.