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 skillsFermé Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents 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 l'application d'agent.

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

Autorisations requises : Studio Script Voir, Créer/Modifier

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

Pour terminer le script, vous devez :

  • Connecter les autres branches de chaque action .
  • Ajouter d'autres actions, configurations et options de logique de script, afin que le script fonctionne comme prévu dans votre environnement.
  • Affecter un profil AutoSummary à l'action Agent Assist.
    • Ajoutez des snippets d'initialisation au script en utilisant des actions Snippet. Cela permet de personnaliser votre application Agent Assist.
    • Reconfigurez les connecteurs d'action pour assurer un bon flux de contact et corriger les erreurs, le cas échéant.
    • Complétez le script s’il y a lieu et testez-le.

Create an AutoSummary Profile

Autorisations requises : Automatisation & IA > Lancer Automatisation & IA

You need to create at least one AutoSummary profile in Centre d'assistance aux agents. Each profile is a separate agent assist app in Centre d'assistance aux agents.

  1. Cliquez sur le sélecteur d'applications et sélectionnez Autre > Automatisation & IA, puis cliquez sur Centre d'assistance aux agents.
  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

Autorisations requises : Studio Script Voir, Créer/Modifier

  1. Dans Studio, ouvrez le script que vous souhaitez utiliser.

  2. Si vous ne l'avez pas déjà fait, ajoutez l'action Agent Assist au bon emplacement dans votre script.

  3. Double-click the Agent Assist action to open Centre d'assistance aux agents.

  4. In the left column, click the selection icon 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. Cliquez sur Fermer.