Integrate Agent Assist Applications

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

The tasks in this topic apply to all supported agent assistClosed A software application that provides context-specific help to the agent. applications. Each application has its own set of requirements and configuration settings. Read the topic for the one you're using before completing the integration. Currently the only supported agent assist app is Google Contact Center AI.

Custom Scripting Requirements

Integrating an agent assistClosed A software application that provides context-specific help to the agent. applicationrequires custom scripting. Before beginning the integration you should know: 

If you need assistance with scripting in Studio, contact your CXone Account Representative, see the Scripting Reference Material sections of the online help, or visit the NICE CXone Community site.

Add an App to the Agent Assist Hub

You need to add an app to Agent Assist Hub. This establishes a connection between CXone and the agent assist provider.

After your agent assist app is set up in Agent Assist Hub, you can assign it to actionsClosed Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. in Studio scripts. In most cases, you only need to add an agent assist application to the Agent Assist Hub once, but you can use it in more than one script.

    1. In Studio, open the script you're modifying and add an Agent Assist action, if it doesn't contain one already.
    2. Double-click the Agent Assist action to open Agent Assist Hub.
  1. Click Add Agent Assist App.
  2. Enter an Agent Assist App Name and click the type of agent assist app you're adding.

  3. Click Next.

  4. Complete the fields in the configuration form and click Next. These fields are different for every agent assist application. Refer to the page for Google Contact Center AI for information about the settings.

  5. Click Create.

  6. If you want to assign this agent assist application to the action you added in this task, click the selection icon next to the application name in the left panel of the Agent Assist Hub.

  7. Click Close.

Assign an Agent Assist App to an Action

When your agent assistClosed A software application that provides context-specific help to the agent. app is set up and configured in Agent Assist Hub, you need to assign it to an actionClosed Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. in your Studio script. This connects the action to the application you want it to use.

  1. In Studio, open the script you want to modify.
  2. If you haven't done so already, add the Agent Assist action to the correct location in your script.

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

  4. In the left column, locate the agent assist application that you want to assign to the action and click the selection icon next to it.
  5. Click Close.