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

Agent Transfer

This node is used to explicitly transfer control from an existing contact flow to a live agent based on a defined trigger.

To configure this node, set up the following:

General Settings

Click the General Settings icon and provide the following information:

  1. A Custom Name to identify the node.
  2. Your Message to User: The message that will be played to the customer via the IVR. Select one of the following options from under Choose your message type:
    1. Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.

    2. Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played;

    3. Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.

Transfer to Agents

In the Transfer to Agents section, configure the following:

  1. Select the required Skills from the list. This way, you can define the routing logic that directs the customer to a specific agent with the skill(s);
  2. Select  “No, I want to override with adding specific Agents or Agent Groups to route the transfer to a specific agent or agent group by overriding the existing skills. Select an Agent or Agent Group from the dropdown list.

Waiting Experience

Click the Waiting Experience icon to configure the customer’s Waiting Experience for the current Agent Transfer flow as follows:

  1. Choose whether to use the Default Waiting Experience or override it. Clicking Override will activate the field and allow you to choose available options from a dropdown list;
  2. Enable AgentAssist by turning on the On Start toggle under AgentAssist Settings. You can configure the following:
    1. Select the Bot that should run when AgentAssist triggers;
    2. Select the Automation that should be used when the bot runs.

In Queue Flow

In Queue Flow: This flow type can be attached to the Agent Transfer node.

  • It modifies the Agent Transfer node in the Experience Flows to enable users to select a flow.
  • This flow type runs simultaneously with Waiting Experiences.
  • This flow executes whenever the associated interaction enters a queue, including transfers into a queue.
  • This flow does not trigger during transfers between agents.

The end result of this flow type is always an agent transfer.

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: Choose the message type from Text to Speech, Link, or audio; then, type the message, upload an audio file (mp3 and .wav formats are only supported for audio files), or provide a URL to the error message that will be played out to the caller when a system error occurs. If the message is not configured, the default system message is played. See General Settings for a detailed explanation of these features.
  • Action: Select the node to which you want to direct the error handling flow and define the system behavior. Either select a node type to create the node or identify and select an existing one. If the action is not configured, the call is closed immediately.

 

Agent Transfer

This node is used to explicitly transfer control from an existing contact flow to a live agent based on a defined trigger.

To configure this node, set up the following:

General Settings

Click the General Settings icon and provide the following information:

  1. A Custom Name to identify the node.
  2. Your Message to User: The message that will be played to the customer via the IVR. Select one of the following options from under Choose your message type:
    1. Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.

    2. Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played;

    3. Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.

Transfer to Agents

In the Transfer to Agents section, configure the following:

  1. Select the required Skills from the list. This way, you can define the routing logic that directs the customer to a specific agent with the skill(s);
  2. Select  “No, I want to override with adding specific Agents or Agent Groups to route the transfer to a specific agent or agent group by overriding the existing skills. Select an Agent or Agent Group from the dropdown list.

Waiting Experience

Click the Waiting Experience icon to configure the customer’s Waiting Experience for the current Agent Transfer flow as follows:

  1. Choose whether to use the Default Waiting Experience or override it. Clicking Override will activate the field and allow you to choose available options from a dropdown list;
  2. Enable AgentAssist by turning on the On Start toggle under AgentAssist Settings. You can configure the following:
    1. Select the Bot that should run when AgentAssist triggers;
    2. Select the Automation that should be used when the bot runs.

In Queue Flow

In Queue Flow: This flow type can be attached to the Agent Transfer node.

  • It modifies the Agent Transfer node in the Experience Flows to enable users to select a flow.
  • This flow type runs simultaneously with Waiting Experiences.
  • This flow executes whenever the associated interaction enters a queue, including transfers into a queue.
  • This flow does not trigger during transfers between agents.

The end result of this flow type is always an agent transfer.

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: Choose the message type from Text to Speech, Link, or audio; then, type the message, upload an audio file (mp3 and .wav formats are only supported for audio files), or provide a URL to the error message that will be played out to the caller when a system error occurs. If the message is not configured, the default system message is played. See General Settings for a detailed explanation of these features.
  • Action: Select the node to which you want to direct the error handling flow and define the system behavior. Either select a node type to create the node or identify and select an existing one. If the action is not configured, the call is closed immediately.