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

Automation

Access Automation Tab

SmartAssist allows contact center supervisors to track the Incoming Volume of all conversations (call, chat, e-mail) of agents mapped to the selected channels.

To access the Automation tab, go to DASHBOARD > Automation.

Automation Tab Refresh

The Automation tab is refreshed when a supervisor clicks the Refresh button.

Incoming Volume

This section displays the following metrics:

  • All Interactions – Total conversation count for a selected time range.
  • Automations – Completed conversation count for a specific time range without connecting to an agent.
  • Dropoffs – Conversation count for a chosen time range where the customer dropped off before receiving a resolution.
  • Agent Transfers – Conversation count of interactions transferred to agents for a specific time range.
  • Deflections – Count of channel changes during conversations for a selected time range.

Click the legends to see the conversation counts in the selected categories during the selected time.

Time Selection

You can filter automation data for a specific time range. You can choose a particular time range and click Apply.

Filters

To avoid repeatedly filtering your choices, you can create and save multiple filters on the Automation tab.

Create Filter

  1. Click the Filter button.

  2. Click New Filter.
  3. Select the Channels.

    Select from the below available options:

    • Clear – Clears the selection.
    • Save & Apply – Saves the filter, and it appears when selected.
    • Apply – Applied for one instance and not saved.
  4. Click Save & Apply.
  5. On the pop-up window, enter a name for the filter and click Save & Apply.

    A confirmation message is displayed, and the filter is created.

Edit Filter

Steps to edit a filter:

  1. Click the Filters tab. The Saved Filter name appears.

  2. Click the Edit button.
  3. Make the necessary changes and click Save & Apply.

    A confirmation message is displayed, and the filter is updated.

Copy Filter

  1. Click the Duplicate button.

  2. On the Rename Filter window, enter a name for the filter and click Save.

    A confirmation is displayed and a copy of the filter is created.

Mark as Default

  1. Click the Mark as Default button.
  2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

  1. Click the Delete button.
  2. A Delete Filter message appears. Click Delete.

    A confirmation message is displayed and the filter is deleted.

Automation

Access Automation Tab

SmartAssist allows contact center supervisors to track the Incoming Volume of all conversations (call, chat, e-mail) of agents mapped to the selected channels.

To access the Automation tab, go to DASHBOARD > Automation.

Automation Tab Refresh

The Automation tab is refreshed when a supervisor clicks the Refresh button.

Incoming Volume

This section displays the following metrics:

  • All Interactions – Total conversation count for a selected time range.
  • Automations – Completed conversation count for a specific time range without connecting to an agent.
  • Dropoffs – Conversation count for a chosen time range where the customer dropped off before receiving a resolution.
  • Agent Transfers – Conversation count of interactions transferred to agents for a specific time range.
  • Deflections – Count of channel changes during conversations for a selected time range.

Click the legends to see the conversation counts in the selected categories during the selected time.

Time Selection

You can filter automation data for a specific time range. You can choose a particular time range and click Apply.

Filters

To avoid repeatedly filtering your choices, you can create and save multiple filters on the Automation tab.

Create Filter

  1. Click the Filter button.

  2. Click New Filter.
  3. Select the Channels.

    Select from the below available options:

    • Clear – Clears the selection.
    • Save & Apply – Saves the filter, and it appears when selected.
    • Apply – Applied for one instance and not saved.
  4. Click Save & Apply.
  5. On the pop-up window, enter a name for the filter and click Save & Apply.

    A confirmation message is displayed, and the filter is created.

Edit Filter

Steps to edit a filter:

  1. Click the Filters tab. The Saved Filter name appears.

  2. Click the Edit button.
  3. Make the necessary changes and click Save & Apply.

    A confirmation message is displayed, and the filter is updated.

Copy Filter

  1. Click the Duplicate button.

  2. On the Rename Filter window, enter a name for the filter and click Save.

    A confirmation is displayed and a copy of the filter is created.

Mark as Default

  1. Click the Mark as Default button.
  2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

  1. Click the Delete button.
  2. A Delete Filter message appears. Click Delete.

    A confirmation message is displayed and the filter is deleted.