Agent Assist

The icon for the AgentAssist action - a monitor with a speech bubble coming out of it. The speech bubble contains two circles next to each other.

Connects an agent assist application to CXone. 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.

Dependencies

  • The Agent Assist action must be placed after the Onanswer event action (voice scripts) or ONASSIGNMENT event action (digital scripts). Agent Assist requires the ID of the agent handling the interaction. This ID isn't assigned until after Onanswer or ONASSIGNMENT.
  • 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.

  • In custom personal queues scripts that include agent-to-agent transfers, you must include the Studioaction in the branch. If it's not included, the transcript is not generated for the interaction after the transfer. Add after and configure it with the same agent assist application profile as the action earlier in the script.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

Supported Agent Assistants

You can use the Agent Assist action with Google Contact Center AI.

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.  
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 a configuration app for your agent assist application to Agent Assist Hub. This must be done before you can assign the application to this action.

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

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

    The Agent Assist Hub page in Agent Assist Hub, showing the agent assist applications that are available in your environment.

  3. In the left column, click the checkmark A light gray checkmark inside a light gray circle. next to the agent assist app or profile you want to assign to this script.

    An alternative to using the checkmark is to create a variable in your Studio script. Use the variable to pass the app or profile name into the Assign Launch Config Name property of the AGENT ASSIST action.

  4. Click Close.