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 , go to Data & Analytics 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 This field is a free-text field. If an industry is defined for the tenant in Tenant Management, that value appears here the first time you open the Settings page. You can keep the pre-populated value, change it, or clear it as needed. If no industry is defined in Tenant Management, the field remains blank and you can enter any industry value. This field is optional, and you can leave it blank if required.

    • 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.

    • 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 Automated Insights for Users Select this checkbox to turn on automated insights. When this option is selected, the User tab becomes active, allowing you to configure additional settings to analyze data and calculate the estimated cost of automation opportunities.

    • 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 than 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 Knowledge Management (Expert)

      Select this checkbox to enable the publishing of AI generated knowledge articles to CXone Knowledge Management (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 Knowledge Management (Expert) license.

      Client Key Enter the Client Key provided by the CXone Knowledge Management (Expert) platform. The Client Key is a unique identifier that authenticates your application with the CXone Knowledge Management (Expert) service.
      Client Secret Enter the Client Secret associated with your CXone Knowledge Management (Expert) account. The Client Secret is a confidential string that, along with the Client Key, authenticates your application with the CXone Knowledge Management (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 Knowledge Management (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 Knowledge Management (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 > User.

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

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

    • Tools: This section allows you to upload an API specification file so the system can discover available endpoints and prepare them for use in AI Agents (Cognigy) tool configuration. The enabled endpoints you keep in Tools are used later when AI Agents (Cognigy) are created, so the system can use those endpoint details instead of relying only on placeholder nodes.

    • This setting is available only if your tenant has an AI Agents (Cognigy) license or the AI Agents (Cognigy) Trial feature is enabled.

    • Inside the Tools table you’ll add the following information:

    • Field Details
      Add Tools You can add endpoints using Upload File.
      Upload File

      In the Upload File window, do one of the following:

      • Drag and drop your file into the upload area.

      • Click Browse File and select the file from your computer.

      The system accepts only .yaml, .yml, .json, and .txt files. Each file must be 10 MB or smaller.

      • If Actions cannot process the file, the application displays an error. Check the file and try again.

      • If the file is valid, Actions discovers the endpoints and displays them in a table in the Upload File window.

      If the file includes server information, Actions prefills the Base URL field. You can change this value if needed.

      • Below the Base URL field, the endpoint table shows all endpoints discovered from the file. Use the search bar to find endpoints by category, method, endpoint, or description.

      • Select the checkbox to enable endpoints. All endpoints are selected by default. You can clear the checkbox for any endpoints that you do not want AI Agents (Cognigy) to use.

      Before you import the file, make sure the Base URL is valid and that at least one endpoint is selected in the table.

      • Click Import file. The new entry appears as a row in the Tools table.
      View All Enabled Endpoints

      Displays the list of all enabled endpoints. You can search the enabled endpoints by API name, endpoint name, or description.

      This view is read-only. You can change which endpoints are enabled for a specific API from the View Endpoints option for that row.

      More Options ()

      Opens options for a single row, such as View Endpoints and Delete.

      • Select View Endpoint, to view all the endpoint of a particular API.

      • Select Delete to delete the particular API specification file.

    • 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.
    • AI Agents (Cognigy) Settings: Set this field if you plan to publish your AI Agents (Cognigy). This setting enables secure integration between Actions and AI Agents (Cognigy).
      FieldDetails
      API Key

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

      After entering the key, a green checkmark appears to confirm that the key is valid.

      Clear API KeyClick Clear API Key to remove the existing key. This action disconnects AI Agents (Cognigy) from Actions until a new key is entered.
    • Augmentation Opportunity: This section lets you define how agent augmentation can reduce average segment duration.
      FieldDetails
      Enable Augmentation OpportunitySelect this option to turn on augmentation opportunity. When you enable it, you can configure additional settings to analyze data and calculate costs.
      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. 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.
    3. Click Save.