GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Live Board

Live Board acts as the application dashboard. Contact Center managers can get a bird’s eye view into the current day’s performance of the SmartAssist application. 

Managers can perform a variety of analyses and quickly diagnose and deviate from the expected activity with this view. A few scenarios where Live Board can be helpful include: 

  • Getting a view of the total conversations routed through SmartAssist.
  • An understanding of the incoming customer traffic throughout the day. 
  • Understanding the common support topics that your customers are looking for.

The following metrics are currently available within SmartAssist: 

Metrics

Details

Total Activity Overall interactions that have occurred within the SmartAssist application on that day. This is further subdivided into Calls and Chats respectively.
Total Automation A subset of the total activity. Automation counts the number of interactions that do not involve any human interaction. These are further subdivided into Q&As and Conversations. 
Total Transfers Another subset of total activity. This section counts the total number of interactions that have involved a transfer. These are further subdivided into Chat and Voice agent transfers. 
Total Deflections A count of the total deflections on SmartAssist. These are further subdivided into Forced vs Optional deflections, depending on the customer.
Top Use Cases This includes the day’s most popular use cases, available in a text bubble and a tabular format. 
Automation Savings Indicates the total amount of time that customers have spent interacting with Voice Bots and Chat Bots, and is a direct measure of the amount of time saved for humans.
Average Interaction Time Average time spent per interaction. (This does not include time spent once calls have been transferred to an agent yet). This information is also available individually for chat and voice channels. 
Hourly Activity Bar chart-based visual highlighting interaction volumes throughout the day. 

Live Board

Live Board acts as the application dashboard. Contact Center managers can get a bird’s eye view into the current day’s performance of the SmartAssist application. 

Managers can perform a variety of analyses and quickly diagnose and deviate from the expected activity with this view. A few scenarios where Live Board can be helpful include: 

  • Getting a view of the total conversations routed through SmartAssist.
  • An understanding of the incoming customer traffic throughout the day. 
  • Understanding the common support topics that your customers are looking for.

The following metrics are currently available within SmartAssist: 

Metrics

Details

Total Activity Overall interactions that have occurred within the SmartAssist application on that day. This is further subdivided into Calls and Chats respectively.
Total Automation A subset of the total activity. Automation counts the number of interactions that do not involve any human interaction. These are further subdivided into Q&As and Conversations. 
Total Transfers Another subset of total activity. This section counts the total number of interactions that have involved a transfer. These are further subdivided into Chat and Voice agent transfers. 
Total Deflections A count of the total deflections on SmartAssist. These are further subdivided into Forced vs Optional deflections, depending on the customer.
Top Use Cases This includes the day’s most popular use cases, available in a text bubble and a tabular format. 
Automation Savings Indicates the total amount of time that customers have spent interacting with Voice Bots and Chat Bots, and is a direct measure of the amount of time saved for humans.
Average Interaction Time Average time spent per interaction. (This does not include time spent once calls have been transferred to an agent yet). This information is also available individually for chat and voice channels. 
Hourly Activity Bar chart-based visual highlighting interaction volumes throughout the day.