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

Conversation Tray

The conversation tray helps agents track their workload by displaying all the conversations they handle.

Conversation Status

The conversation tray divides conversations into different statuses, which are displayed at the top. Conversations can have any of the following four statuses:

  • Overdue: These are conversations where the agent has not responded to the customer within the system-specified time.
  • Ongoing: These are conversations where the last sent or received message was within the system-specified time.
  • Snoozed: These are conversations where the conversation timer is paused.
  • Idle: These are conversations where the last message was sent or received more than the system-specified time ago.
  • After Call Work (ACW): ACW refers to the post-call tasks or activities that agents perform immediately after ending a conversation with a customer.

Conversation Information

This section displays data about the conversations you are handling.

Each entry in this tray includes the following information:

  • Customer Name (if available)
  • Skills that have been identified based on customer intent
  • The last exchange in the conversation
  • Customer profile picture
  • Interaction channel icon
  • Conversation status icon.

Manual Call using the Dialer

You can use the Dialer to call external contacts, as follows:

  1. Click the + icon on the Conversation Tray and click Outbound Call.

  2. To initiate an outbound call using the Dialer tab, select the country, dial any phone number, and click the Call button.
  3. The Contacts tab is a public directory (published by Administrators using Public APIs) where you can view saved contacts – Name and Phone Number.
  4. You can search for a specific name and click the Call button to initiate an Outbound Call with the selected contact.

Call History

To view the Outbound Call History, follow these steps:

  1. Click the Dialpad icon to display the Outbound Call window.
  2. Click the Call History tab to view the following:
    • Name
    • Phone Number
    • Day (Today, Yesterday, Monday, etc.)
    • Date
    • Time of call and duration
    • Type of call (Incoming, Outgoing, or Transferred)

Related Links

Conversation Tray

The conversation tray helps agents track their workload by displaying all the conversations they handle.

Conversation Status

The conversation tray divides conversations into different statuses, which are displayed at the top. Conversations can have any of the following four statuses:

  • Overdue: These are conversations where the agent has not responded to the customer within the system-specified time.
  • Ongoing: These are conversations where the last sent or received message was within the system-specified time.
  • Snoozed: These are conversations where the conversation timer is paused.
  • Idle: These are conversations where the last message was sent or received more than the system-specified time ago.
  • After Call Work (ACW): ACW refers to the post-call tasks or activities that agents perform immediately after ending a conversation with a customer.

Conversation Information

This section displays data about the conversations you are handling.

Each entry in this tray includes the following information:

  • Customer Name (if available)
  • Skills that have been identified based on customer intent
  • The last exchange in the conversation
  • Customer profile picture
  • Interaction channel icon
  • Conversation status icon.

Manual Call using the Dialer

You can use the Dialer to call external contacts, as follows:

  1. Click the + icon on the Conversation Tray and click Outbound Call.

  2. To initiate an outbound call using the Dialer tab, select the country, dial any phone number, and click the Call button.
  3. The Contacts tab is a public directory (published by Administrators using Public APIs) where you can view saved contacts – Name and Phone Number.
  4. You can search for a specific name and click the Call button to initiate an Outbound Call with the selected contact.

Call History

To view the Outbound Call History, follow these steps:

  1. Click the Dialpad icon to display the Outbound Call window.
  2. Click the Call History tab to view the following:
    • Name
    • Phone Number
    • Day (Today, Yesterday, Monday, etc.)
    • Date
    • Time of call and duration
    • Type of call (Incoming, Outgoing, or Transferred)

Related Links