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

Manage Layout

The Manage Layout option allows you to add, delete, and switch between different layouts. While creating a new layout, you can add customizable widgets to the interface.

Notifications

Notifications are real-time alerts that keep agents informed about crucial events and updates. Notifications play a key role in enhancing the user experience by improving responsiveness, productivity, and workflow management. By promptly alerting agents about New Conversations, Message from other Agents, Error prompts, Transfer Request, etc., notifications ensure that agents can prioritize their workload effectively and deliver swift, personalized customer service.

The Notifications icon helps you choose preferences to get notified about upcoming events, agent responses, and the type of sound generated upon receiving updates.

Notifications is compatible with the following browsers:

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge

Note: It is essential to check the browser and system settings to allow notifications to work properly. For example: Check if the browser pop-up and redirect are enabled, system DnD is disabled etc.

Steps to manage notifications:

  1. Click the Bell icon on the top right corner and click Notifications from the dropdown.
  2. Click the Settings icon to view the available options:
  3. Notifications can be managed for the following:

    Notes:

    1. The error prompt sound notifications apply only to console runtime errors and not validation errors on the configuration page.
    2. Web notification option is available for New Message from Customer, Message from manager, SLA Breach, Transfer Request, and New Conversation.
  • Click the name on the right corner to change the sound for a notification type.
  • Click Save to update the notification settings.
  • Clicking the Build Bot Status option displays whether the bot is active or not.

    Features

    The three monitoring icons, CSAT, Completed, and Average Response, provide details on the completed tasks, in-progress conversations, response time, and customer feedback.

    CSAT (Customer Satisfaction) is triggered under the following conditions:

    • In all digital and voice channels, both for user-side and agent-side chat termination:
    • Out of Hours of Operation: CSAT is triggered when a conversation occurs outside of the designated hours of operation.
    • Queue Max Timeout: CSAT is triggered when a conversation remains unaccepted or unassigned to any subsequent agents due to reaching the maximum queue timeout.

    Agent Status and Profile

    The Agent Profile icon is located on the top-left corner of the console. Clicking the Agent Profile icon displays a drop-down list with the following Options:

    • STATUS: The STATUS icon allows agents to show customers whether they are available for the conversation or not.
    • Profile: Displays a window that allows an agent to change their login and contact details.

    • Logout: Allows an agent to exit SmartAssist.

    App Language

    You can choose the language for the SmartAssist desktop application from the following language options:

    • English (United States)
    • Japanese (Japan)
    • Korean (South Korea)
    • Simplified Chinese (China)
    • Spanish (Spain)
    • French (France)
    • Italian (Italy)

    NOTE: The language selection does not apply to the XO Platform.

    Steps to choose the app language:

    1. Click App Language.
    2. On the App language pop-up window, choose the language.

    3. Click Save.

      The app language is updated and a confirmation is displayed.

    Add Users to Multiple Accounts

    You can add all users (Agents/Supervisors/Administrators) to multiple accounts.

    During Sign-in, the user can choose the account and set it as default.

    NOTE: If the user has multiple accounts, they have the option to mark one as the default.

    After the user has signed in, they can switch between accounts. The system displays the account name on the top right corner.

    Edit Account

    Steps to edit account details:

    1. Click the Settings icon beside the account name.
    2. On the Edit Account pop-up window, you can edit the following information:
      1. Color
      2. Account Name
      3. Initials
      4. Interface Language

    3. Click Save to update the account details.

    Adding New Layout

    To configure the responses under a new layout for a particular conversation, follow these steps:

    1. Go to Console > Manage Layout > + Create New. A new layout page is displayed with the available widgets on the left-side panel.
    2. Drag and drop the required widgets to the right side of the layout page.
    3. Enter a Layout Name for the new layout and click Save.

    Adding AgentAssist Widget to a Layout

    The below example illustrates the process of adding the AgentAssist widget to a layout.

    To migrate your existing AgentAssist v1 layout to AgentAssist v2. Refer to AgentAssist Widget FAQ.

    Refresh a Widget

    The widget level refresh button enables customers to refresh a widget individually, eliminating the need to refresh the entire application, and keeping widgets up-to-date with the latest information.

    The refresh button is accessible only when the user is within that specific widget. Clicking this button refreshes the widget with the most recent data.

    Users can still refresh widgets by refreshing the entire application.

    Manage Layout

    You can switch, share, edit, or delete layouts to handle different conversations using the Manage Layout option.

    Share Layout

    You can choose whether to keep your layout private or share it with other agent profiles or groups.
    Sharing allows you to publish and assign a layout to agents in their profile or groups.

    To share a layout:

    1. Click the Share icon corresponding to the layout you want to share.
    2. The Layout Publishing interface is displayed. Select Shared and click Apply.

      NOTE: By default, Layout Settings are set for Private use.

    Edit Layout

    The Edit option allows you to add new widgets, delete previous widgets, and/or rename an existing layout.

    To edit a layout:

    1. Click the Edit icon corresponding to the layout you want to edit.
    2. Click Save after making changes.

    Delete Layout

    The Delete option allows you to delete a layout.

    To delete a layout:

    1. Click the Delete icon corresponding to the layout you want to delete. A Confirmation pop-up appears.
    2. Click Proceed to delete the layout. A success message is displayed.

    Chat

    The Chat feature is used for internal communication between agents and supervisors. It provides real-time help to customers to solve product-related queries. Customers prefer live chat for quick query resolution. With live chat, you can provide customers with a method to contact you when they have questions or problems that they are unable to answer.

    Clicking the Chat icon opens a new display to view the available agents, search for a particular agent, see chat history, and call the agent.

    Manage Layout

    The Manage Layout option allows you to add, delete, and switch between different layouts. While creating a new layout, you can add customizable widgets to the interface.

    Notifications

    Notifications are real-time alerts that keep agents informed about crucial events and updates. Notifications play a key role in enhancing the user experience by improving responsiveness, productivity, and workflow management. By promptly alerting agents about New Conversations, Message from other Agents, Error prompts, Transfer Request, etc., notifications ensure that agents can prioritize their workload effectively and deliver swift, personalized customer service.

    The Notifications icon helps you choose preferences to get notified about upcoming events, agent responses, and the type of sound generated upon receiving updates.

    Notifications is compatible with the following browsers:

    • Google Chrome
    • Mozilla Firefox
    • Microsoft Edge

    Note: It is essential to check the browser and system settings to allow notifications to work properly. For example: Check if the browser pop-up and redirect are enabled, system DnD is disabled etc.

    Steps to manage notifications:

    1. Click the Bell icon on the top right corner and click Notifications from the dropdown.
    2. Click the Settings icon to view the available options:
    3. Notifications can be managed for the following:

      Notes:

      1. The error prompt sound notifications apply only to console runtime errors and not validation errors on the configuration page.
      2. Web notification option is available for New Message from Customer, Message from manager, SLA Breach, Transfer Request, and New Conversation.
  • Click the name on the right corner to change the sound for a notification type.
  • Click Save to update the notification settings.
  • Clicking the Build Bot Status option displays whether the bot is active or not.

    Features

    The three monitoring icons, CSAT, Completed, and Average Response, provide details on the completed tasks, in-progress conversations, response time, and customer feedback.

    CSAT (Customer Satisfaction) is triggered under the following conditions:

    • In all digital and voice channels, both for user-side and agent-side chat termination:
    • Out of Hours of Operation: CSAT is triggered when a conversation occurs outside of the designated hours of operation.
    • Queue Max Timeout: CSAT is triggered when a conversation remains unaccepted or unassigned to any subsequent agents due to reaching the maximum queue timeout.

    Agent Status and Profile

    The Agent Profile icon is located on the top-left corner of the console. Clicking the Agent Profile icon displays a drop-down list with the following Options:

    • STATUS: The STATUS icon allows agents to show customers whether they are available for the conversation or not.
    • Profile: Displays a window that allows an agent to change their login and contact details.

    • Logout: Allows an agent to exit SmartAssist.

    App Language

    You can choose the language for the SmartAssist desktop application from the following language options:

    • English (United States)
    • Japanese (Japan)
    • Korean (South Korea)
    • Simplified Chinese (China)
    • Spanish (Spain)
    • French (France)
    • Italian (Italy)

    NOTE: The language selection does not apply to the XO Platform.

    Steps to choose the app language:

    1. Click App Language.
    2. On the App language pop-up window, choose the language.

    3. Click Save.

      The app language is updated and a confirmation is displayed.

    Add Users to Multiple Accounts

    You can add all users (Agents/Supervisors/Administrators) to multiple accounts.

    During Sign-in, the user can choose the account and set it as default.

    NOTE: If the user has multiple accounts, they have the option to mark one as the default.

    After the user has signed in, they can switch between accounts. The system displays the account name on the top right corner.

    Edit Account

    Steps to edit account details:

    1. Click the Settings icon beside the account name.
    2. On the Edit Account pop-up window, you can edit the following information:
      1. Color
      2. Account Name
      3. Initials
      4. Interface Language

    3. Click Save to update the account details.

    Adding New Layout

    To configure the responses under a new layout for a particular conversation, follow these steps:

    1. Go to Console > Manage Layout > + Create New. A new layout page is displayed with the available widgets on the left-side panel.
    2. Drag and drop the required widgets to the right side of the layout page.
    3. Enter a Layout Name for the new layout and click Save.

    Adding AgentAssist Widget to a Layout

    The below example illustrates the process of adding the AgentAssist widget to a layout.

    To migrate your existing AgentAssist v1 layout to AgentAssist v2. Refer to AgentAssist Widget FAQ.

    Refresh a Widget

    The widget level refresh button enables customers to refresh a widget individually, eliminating the need to refresh the entire application, and keeping widgets up-to-date with the latest information.

    The refresh button is accessible only when the user is within that specific widget. Clicking this button refreshes the widget with the most recent data.

    Users can still refresh widgets by refreshing the entire application.

    Manage Layout

    You can switch, share, edit, or delete layouts to handle different conversations using the Manage Layout option.

    Share Layout

    You can choose whether to keep your layout private or share it with other agent profiles or groups.
    Sharing allows you to publish and assign a layout to agents in their profile or groups.

    To share a layout:

    1. Click the Share icon corresponding to the layout you want to share.
    2. The Layout Publishing interface is displayed. Select Shared and click Apply.

      NOTE: By default, Layout Settings are set for Private use.

    Edit Layout

    The Edit option allows you to add new widgets, delete previous widgets, and/or rename an existing layout.

    To edit a layout:

    1. Click the Edit icon corresponding to the layout you want to edit.
    2. Click Save after making changes.

    Delete Layout

    The Delete option allows you to delete a layout.

    To delete a layout:

    1. Click the Delete icon corresponding to the layout you want to delete. A Confirmation pop-up appears.
    2. Click Proceed to delete the layout. A success message is displayed.

    Chat

    The Chat feature is used for internal communication between agents and supervisors. It provides real-time help to customers to solve product-related queries. Customers prefer live chat for quick query resolution. With live chat, you can provide customers with a method to contact you when they have questions or problems that they are unable to answer.

    Clicking the Chat icon opens a new display to view the available agents, search for a particular agent, see chat history, and call the agent.