Create AutoSummary Profiles

After initially setting up AutoSummary, you must create a Studio script and an AutoSummary profile in CXone.

Prerequisite

Before you can create an AutoSummary profile, you need to create or modify all ACD skillsCerrado Se utiliza para automatizar la entrega de interacciones basadas en las habilidades, capacidades y conocimientos de los agentes used in any script that includes AutoSummary. The skills must be configured with Disposition as the post-contact work type on the Post Contact tab. The Required option must be selected.

This setting gives agents time at the end of each interaction to make notes on the call. It also allows AutoSummary to generate the interaction summary and send it to La aplicación agente.

Adding the Disposition option to ACD skills changes the agents' post-interaction workflow. It requires that they choose a disposition and review the interaction summary. If you modify existing skills that didn't previously require dispositions, ensure that your agents are prepared for the change. Alternatively, you may want to create a new ACD skill to use with AutoSummary.

Create a Script for AutoSummary

Permisos necesarios: Vista Scripts de Studio, Crear/Editar

You need to create or modify at least one Studio script to set up AutoSummary in your contact center. The scripts must:

Para completar el script, debe:

  • Conectar las otras ramas de cada acción.
  • Agregue otras acciones, configuraciones y lógica de script según sea necesario para que el script funcione como se requiere en su entorno.
  • Asigne un perfil de AutoSummary a la acción Agent Assist
    • Agregue fragmentos de inicialización al script usando acciones Snippet. Puede hacer esto para personalizar su aplicación de asistencia de agentes.
    • Vuelva a configurar los conectores de acción para garantizar un flujo de contactos adecuado y corregir cualquier posible error.
    • Completar cualquier script adicional y probar el script.

Create an AutoSummary Profile

Permisos necesarios: Automatización e IA > Iniciar la Automatización e IA

You need to create at least one AutoSummary profile in Centro de asistencia del agente. Each profile is a separate agent assist app in Centro de asistencia del agente.

  1. Haga clic en el selector de aplicaciones y seleccioneOtro > Automatización e IA y, después, haga clic en Centro de asistencia del agente.
  2. Click Add Agent Assist App.
  3. Enter the Agent Assist App Name and click AutoSummary in the list under Select Agent Assist App Type.
  4. From the Enlighten Model drop-down list, select a vertical market. Choose the closest match for the interactions this profile will summarize. You can choose from options such as Financial Services, Healthcare, Telecommunication, and Retail.

  5. Select the AI Mode you want this profile to use. The AI mode defines the structure of the summary that appears in CXone Agent.

    Option Details
    Hybrid Starts with the structured AI summary, which finds sentences related to intent, actions, and outcomes, then sends them to the Generative AI engine for summarization.

    Structured AI

    Summarizes the intent, outcomes, and actions from the interaction in short phrases.
    Generative AI Sends the interaction transcript to Generative AI for summarization.
  6. Click Create.

Assign a Profile to a Studio Script

Permisos necesarios: Vista Scripts de Studio, Crear/Editar

  1. En Studio, abra el script que desea usar.

  2. Si todavía no lo ha hecho, agregue la acción Agent Assist a la ubicación correcta en su script.

  3. Double-click the Agent Assist action to open Centro de asistencia del agente.

  4. In the left column, click the checkmark in a circle A light gray checkmark inside a light gray circle. next to the agent assist application or profile you want to assign to this script.
  5. Hacer clicCerrar.