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

Incoming Interactions

Next In Queue Notifications 

The section at the bottom left corner of the Agent Console displays new interactions assigned to an agent along with the count.

The following details are displayed:

  • Customer name
  • Skills tagged to the conversation
  • Queue name

Browser Notifications

A system push notification accompanies new interactions, so you can see them even when the browser is minimized or the SmartAssist tab is not in use. System notifications are supported for Chrome, Firefox, Chromium-based Microsoft Edge, and Safari. Each notification plays a sound, too. 

When the first notification is pushed, your browser will ask you to allow notifications from SmartAssist. Please allow this if you want to receive such notifications or block if you do not. If you block these notifications, you will continue to hear the sound alert and will see the Next in Queue popup under your Conversation Tray when opening SmartAssist.

Handling Incoming Interactions Based on Answer Mode 

Manual Answer Mode

When the manual answer mode is enabled, agents can click Accept to interact with the next customer. When the agent clicks this button, the conversation panel corresponding to the newly accepted conversation is displayed.

If an agent does not accept the assigned interaction in the time period specified under answer mode, the conversation is returned back to the queue and the agent status is automatically changed to away to avoid further conversations from being assigned to them.

Auto-Answer Mode

If you have enabled auto-answer mode, the Live Interaction section will automatically display and accept the interaction. For more information, refer to Agent Settings > Answer Mode.

If an agent does not send the first response to the auto-assigned interaction in the time period specified under answer mode, the conversation is returned back to the queue and the agent status is automatically changed to away to avoid further conversations from being assigned to them.

Related Links

Incoming Interactions

Next In Queue Notifications 

The section at the bottom left corner of the Agent Console displays new interactions assigned to an agent along with the count.

The following details are displayed:

  • Customer name
  • Skills tagged to the conversation
  • Queue name

Browser Notifications

A system push notification accompanies new interactions, so you can see them even when the browser is minimized or the SmartAssist tab is not in use. System notifications are supported for Chrome, Firefox, Chromium-based Microsoft Edge, and Safari. Each notification plays a sound, too. 

When the first notification is pushed, your browser will ask you to allow notifications from SmartAssist. Please allow this if you want to receive such notifications or block if you do not. If you block these notifications, you will continue to hear the sound alert and will see the Next in Queue popup under your Conversation Tray when opening SmartAssist.

Handling Incoming Interactions Based on Answer Mode 

Manual Answer Mode

When the manual answer mode is enabled, agents can click Accept to interact with the next customer. When the agent clicks this button, the conversation panel corresponding to the newly accepted conversation is displayed.

If an agent does not accept the assigned interaction in the time period specified under answer mode, the conversation is returned back to the queue and the agent status is automatically changed to away to avoid further conversations from being assigned to them.

Auto-Answer Mode

If you have enabled auto-answer mode, the Live Interaction section will automatically display and accept the interaction. For more information, refer to Agent Settings > Answer Mode.

If an agent does not send the first response to the auto-assigned interaction in the time period specified under answer mode, the conversation is returned back to the queue and the agent status is automatically changed to away to avoid further conversations from being assigned to them.

Related Links