Action Rules

The Action Rules option under Agent Assist lists all the rules you have created to assist agents. You create Agent Assist Rules to help agents with their real-time interactions. 

As a manager, you can create an Agent Assist Rule and identify when the rule is valid for an interaction. For each interaction, SpeechIQ verifies that a rule can be applied and then takes any action as outlined in the rule. Managers can configure who needs to be alerted, and how an alert must be communicated. If an agent's interaction with the customer meets certain criteria, such as specific keywords, interaction intent, sentiment, and so on, you can also configure messages, links, and so on to help the agents. This information is displayed on the agent's desktop during that particular interaction.

All the Agent Assist Rules that are configured are displayed on the Agent Assist Rules List window.

Navigate to SpeechIQ → Agent Assist → Action Rules. The Agent Assist Rules List window is displayed. All the Agent Assist Rules that are configured are displayed on this screen.

Creating an Agent Assist Rule

To create an Agent Assist Rule:

1. Navigate to SpeechIQ → Agent Assist → Action Rules.
   The Agent Assist Rules List window is displayed.
2. Click to create a new rule.
   1. On the Settings tab:
      
      1. Enter a name in the Name field.
      2. Select a category in the Category field using the button. To create a new category, see Categories Help.
      3. Select a Priority from the drop-down list. Choose between Critical, High, Medium, or Low.
      4. Enter a Description for the rule.
      5. Enable the Active button to make the rule active.
   2. On the Parameters tab:
      Set the filter criteria for the interactions where the rule is applied.
      
      1. Select from the list of parameters, such as Agent Teams, Call Centers, Duration, Interaction Intents, Keywords, Metadata, Sentiment, and Services.
      2. For each of the parameters, click to expand and select the necessary criteria.
   3. On the Agent Suggestions tab:
      Describe what is displayed on the agent's desktop when the rule is valid. The text, information, or any links added here are displayed to help with the interaction.
      
      1. Enable the HTML option to add text, instructions, or links to help the agent with an interaction. 
      2. To use the Application Programming Interfaces (APIs) to perform an automated action for an agent (for example, creating a JIRA ticket), enable the API option. Select the required API using the button.
   4. On the Notifications tab:
      Use this tab to define the way in which a manager must be notified in case of high-priority tasks, recurring tasks, and so on. Choose between Email, SMS, Work Queue, or Compliance Dashboard. Enable each option as required and navigate to the relevant tab highlighted in blue to make further configurations.
      
      
      1. Email – Use this option to alert using an email.
         • Enter the subject in the Subject field and enter the email body in the box below.
         • Enable Include Agent to the Subject Line to include the agent’s name in the subject.
         • Select the recipients from the list below. Move from the Available list to the Selected list using the arrow key.
      2. SMS – Use this option to alert using an SMS.
         • Enter the body of the SMS in the block below.
         • You can add any keywords to the message, such as Rule Name, Agent Name, Agent Team, and so on using variables to represent the current interaction. To use variables, click and select a variable from the drop-down list and click Save.
      3. Work Queue – Use this option to trigger an entry to the Work Queue.
         • Select Priority from the drop-down list.
         • Select Days to Complete from the drop-down list.
         • Enter the subject in the Subject field and body.
         • Select the recipients from the list below. Move from the Available list to the Selected list using the arrow key.
      4. Performance Dashboard - Use this option to display an alert on the Performance Dashboard.
         • Enter a message to be displayed as an alert pop-up on the Performance Dashboard. Include any variables if required using . Your message can have a maximum of 50 characters.
         • Select the recipients from the list below. Move from the Available list to the Selected list using the arrow key.
3. Click Save.
4. Click Publish to publish the rule before you start using it.

The Agent Assist Rules can be divided into different categories. You can define any number of categories that are specific for your organization. The category defined is then used when creating a new rule to associate a rule to a category.

Editing Categories

To edit a category:

1. Navigate to SpeechIQ > Agent Assist > Action Rules.
2. Click to edit the categories.
   Navigate to SpeechIQ > Agent Assist >  Categories.
   The Categories List page is displayed. All the available categories are displayed on this page.
3. Click to search for a specific category.
4. To create a new category, click .
   The Category window is displayed.
5. Enter a name in the Category field.
6. Select the Active check box to make the category active. You can use only active categories when creating Agent Assist Rules.
7. Click Save.