Agent Assist

Connects an agent assist application to your contact center. Agent assist applications assess live interactions and display relevant or useful information to the agent in the agent application, such as MAX. Information can include things such as knowledge base articles or FAQs. Double-clicking this action opens Agent Assist Hub, where you can manage the connections to the agent assist applications you use with CXone. You can also access Agent Assist Hub by choosing Automation and AI from the App Selector in CXone.

Dependencies

• The Agent Assist action must be placed after the Onanswer event action in your script. Agent Assist requires the ID of the agent handling the interaction. This ID isn't assigned until after Onanswer.

• A single script can contain more than one instance of the AGENT ASSIST action.
• You can work with more than one agent assist application in a single script. You need to have at least one instance of the AGENT ASSIST action for each application you're using in the script. However, the script can only use one configuration profile per application each time it runs. For example, if you have two RTIG profiles and two AutoSummary profiles, you need to have script logic that chooses one profile from each application to use each time the script runs.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

Supported Agent Assistants

You can use the Agent Assist action with these supported agent assistant providers or applications: 

• ConnectLingua: Provides real-time translation for agents.
• CXone Enlighten AutoSummary: Provides an AI-generated summary of the interaction within seconds after it ends.
• CXone Expert Assist: Provides agents lists of relevant CXone Expert knowledge base articles during the interaction.
• CXone Real-Time Interaction Guidance: Provides guidance to agents during voice interactions. Guidance is based on the agent's performance, such as the things they say or don't say.
• Enlighten Copilot for Agents: Provides assistance to agents to improve effectiveness during interactions. It generates interaction summaries, suggests responses agents can send to contacts, and more.
• Google Contact Center AI: Provides information to the agent that's relevant to the contact's concerns, such as FAQs and knowledge base articles. For CXone chat and voice interactions.
• Omilia Voice Biometrics: Provides biometric verification that your contacts are who they say they are.
• SalesForce Assist: Provides a real-time transcript of voice interactions that appears in Salesforce.

Agent assistants require configuration in addition to adding the action to your script.

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
assistLaunchConfigName	The name of the agent assist application. This property is populated automatically when you assign an agent assist configuration app to the action from Agent Assist Hub. For some agent assist applications, such as RTIG, you may need to configure this property manually.  For Real-Time Interaction Guidance, enter the name of the Real-Time Interaction Guidance profile you want to connect to this action.
scriptParams	The name of the variable that holds data to pass to the agent assist application. The data must be defined in a Snippet action using the Script Parameters code snippet. The variable you use in this field must hold the data in JSON format. If you don't include the snippet, you don't need to complete this field.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
OnError	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Required SNIPPET Action Code

The scriptParams property requires the script to have a Snippet action with code to define the parameters to send to the agent assist application.

Assign an Agent Assist Application or Profile to this Action

You need to assign the configuration application or profile for your agent assist application to the Agent assist action in your script. This connects the configuration settings to the script so they can be applied to the agents during an interaction.

If you haven't done so already, you need to add your agent assist application to Agent Assist Hub. Refer to the online help for the application you're using for more information:

• ConnectLingua
• CXone Real-Time Interaction Guidance
• CXone Enlighten AutoSummary
• Enlighten Copilot for Agents
• CXone Expert Assist
• Google Contact Center AI
• Omilia Voice Biometrics
• SalesForce Assist

1. In Studio, open the script you want to use.

2. Double-click the Agent Assist action to open Agent Assist Hub.

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3. In the left column, click the checkmark in a circle next to the agent assist application or profile you want to assign to this script.
4. Click Close.