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
Limitations With Accounts Using AudioCodes
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

Introduction

The SmartAssist Agent Console combines the workflows of Agents, Supervisors, and Contact Center Operations Managers. It allows them to communicate with customers, monitor operations in real time, and access historical performance reports.

The SmartAssist Agent Console allows agents to access AgentAssist and execute conversational tasks. AgentAssist seamlessly performs the following functions:

  • Guide agents through conversations by providing response suggestions.
  • Find information from an external system or knowledge base.
  • Provide structured training and coaching to Agents.

Access the Console

To access the console from the SmartAssist interface, follow these steps:

  • Click the Console tab on the SmartAssist interface. 

The Agent Console is displayed.

The Agent Console is an agent’s primary working area consisting of the following panels:

  1. The Conversation Tray
  2. Incoming Interactions (Next Customer notification)
  3. Live Interaction Pane
  4. Additional Tools (AgentAssist Widget, History, Actions, Responses, User Info). The layout and components can be customized using Manage Layout.

Agent Features

The Agent Console has several primary agent features, including:

  • Agent conversation tray with status-based filters, sorting, manual phone dialer, a list of conversations, and information on individual interactions.
  • Incoming interaction notifications (in-app and system notifications with sound).
  • Live Interaction panel for Agents and Supervisors to interact with customers. They can send attachments and agent forms, initiate an audio or video call, transfer conversations, and end interactions with a default or custom disposition code and closing remarks.
  • Customer information, including interaction history and access to previous conversations.
  • Agent assistance, including auto-suggested actions and responses, response history, and the ability to browse and use predefined, standard responses.
  • Integration with third-party sites or systems via widgets displayed within the console.
  • Customizable layout via Manage Layouts.

Supervisor Features

The SmartAssist console offers several features that enable contact center supervisors to monitor agent activity, including:

  • Activity view by Agent: Supervisors can view all agent activities, such as load percentages, queues, average times, and other efficiency metrics.
  • Activity view by Skill: Supervisors can view agent skill points, such as overdue, ongoing, idle, expired, completed, transferred, dropped-off, total conversations, average handle time, and active and queued customers.
  • Agent Console View: Supervisors can access the agent view on their console and perform actions.
  • Context Chat: Supervisors can chat with a peer supervisor for a customer context and provide quick assistance.
  • Conference: Supervisors can join a conference or group chat to have multiple agents assist a customer in real-time.
  • Take Over: Supervisors can take over an agent’s conversation with a customer at any time to improve response.

Related Links

Introduction

The SmartAssist Agent Console combines the workflows of Agents, Supervisors, and Contact Center Operations Managers. It allows them to communicate with customers, monitor operations in real time, and access historical performance reports.

The SmartAssist Agent Console allows agents to access AgentAssist and execute conversational tasks. AgentAssist seamlessly performs the following functions:

  • Guide agents through conversations by providing response suggestions.
  • Find information from an external system or knowledge base.
  • Provide structured training and coaching to Agents.

Access the Console

To access the console from the SmartAssist interface, follow these steps:

  • Click the Console tab on the SmartAssist interface. 

The Agent Console is displayed.

The Agent Console is an agent’s primary working area consisting of the following panels:

  1. The Conversation Tray
  2. Incoming Interactions (Next Customer notification)
  3. Live Interaction Pane
  4. Additional Tools (AgentAssist Widget, History, Actions, Responses, User Info). The layout and components can be customized using Manage Layout.

Agent Features

The Agent Console has several primary agent features, including:

  • Agent conversation tray with status-based filters, sorting, manual phone dialer, a list of conversations, and information on individual interactions.
  • Incoming interaction notifications (in-app and system notifications with sound).
  • Live Interaction panel for Agents and Supervisors to interact with customers. They can send attachments and agent forms, initiate an audio or video call, transfer conversations, and end interactions with a default or custom disposition code and closing remarks.
  • Customer information, including interaction history and access to previous conversations.
  • Agent assistance, including auto-suggested actions and responses, response history, and the ability to browse and use predefined, standard responses.
  • Integration with third-party sites or systems via widgets displayed within the console.
  • Customizable layout via Manage Layouts.

Supervisor Features

The SmartAssist console offers several features that enable contact center supervisors to monitor agent activity, including:

  • Activity view by Agent: Supervisors can view all agent activities, such as load percentages, queues, average times, and other efficiency metrics.
  • Activity view by Skill: Supervisors can view agent skill points, such as overdue, ongoing, idle, expired, completed, transferred, dropped-off, total conversations, average handle time, and active and queued customers.
  • Agent Console View: Supervisors can access the agent view on their console and perform actions.
  • Context Chat: Supervisors can chat with a peer supervisor for a customer context and provide quick assistance.
  • Conference: Supervisors can join a conference or group chat to have multiple agents assist a customer in real-time.
  • Take Over: Supervisors can take over an agent’s conversation with a customer at any time to improve response.

Related Links