Planning Guide for Custom Agent Assist Integrations

Planning a custom agent assist integration involves the following steps:

1. Evaluate and understand the architecture of your environment and of the agent assist provider you're integrating with CXone. You must:

   • Understand the unique architecture of the environment, including API gateways, firewalls, and service layers.
   • Understand the architecture of the agent assist provider you're integrating with CXone, including:
     • API endpoints that CXone needs access to.
     • Requirements for connecting to the agent assist provider's API.
     • Do you need to include any parameters with the requests sent from CXone? 
2. Build the proxy tunnel endpoint so that it passes requests and responses in the format that each system requires. The Resources page provides information about: 
   • Key facts about custom agent assist integrations and the proxy tunnel endpoints.
   • Format of the initial websocket request from CXone for voice interactions.
   • Format of the handshake response for voice interactions.
   • Format for the webhook connection for chat interactions.
   • Format for including configuration parameters with requests.
3. Determine the authorization requirements of your agent assist provider.
4. Determine how you're implementing the agent assistant in your environment.
   • Will all agents use the assistant? 
   • If only some agents will use it, determine the ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge that will use it.
   • If you need to create new ACD skills, define them, including which agents will be assigned them.
5. Define the scripts you need to create or modify for the integration. Your scripts must:
   • Route contacts to agents.
   • Include the Agent Assist Studio action Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent.. The Custom Agent Assist Endpoint app must be assigned to every instance of the action.
   • If you're creating new scripts, determine if they're replacing existing scripts or if you need to create points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. in CXone for them.
   • Additional script requirements and guidelines are available on the Resources page.
6. Create a list of the CXone platform configuration requirements, such as ACD skills or points of contact.