Categories help you classify the Agent Assist Rules into different groups to better manage the rules. A manager can define any number of categories to suit the needs of the organization. When a new rule is created, each rule is associated with a category.

To view the list of available categories, navigate to WFO > Agent Assist > Categories.

The Categories List page is displayed. All the available categories are displayed on this page. The page displays information, such as Name, Active, Created By, and Created Date.

Info

  • Click the Active Only check box to list only the active categories.
  • Click  to search for a specific category.

  • Click to delete a selected rule.

Adding a New Category

To add a new category:

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

Setting Up Agent Assist on the Designer Desktop

To implement the Agent Assist feature on an agent desktop, complete the following steps:

  1. Navigate to the client environment. 
  2. Navigate to the Designer application. 
    For more information about the Designer Desktop, see Working with a Designer Desktop.
  3. Select the Designer Desktop you want to update, or create a new desktop.
    1. Ensure that you are on the initial page of the desktop. 
    2. Ensure that the desktop includes a home bar, If the desktop does not include a home bar:  
      1. Add a home bar to the desktop. 
      2. Place the home bar at the top of the desktop.
    3. Click on the home bar in the desktop to highlight it. 
    4. Select Properties from the Desktop menu. 
    5. Find the Agent Assist options section on the Properties menu.
    6. Check the Agent Assist check box (this enables the other options).
    7. Enable Notes – Enables the Notes tab within the Agent Assist Panel. This is a free form notes panel that allows the agent to post information. These notes are not saved after the interaction is terminated.
    8. Enable Summary – Enables a Summary tab within the Agent Assist Panel. The summary is automatically generated for the conversation based on the transcription.
    9. Enable Transcript – Enables a Transcript tab within the Agent Assist Panel. The agent can use this tab to review the transcription of the conversation. 
    10. Enable Suggestions – Enables a Suggestions tab within the Agent Assist Panel. Suggestions are defined within the Action Rules Configuration tool under WFO > Agent Assist. Agents are presented with either a text-based suggestion, a URL, or the response to an API, based on the rule that is triggered.