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

Check Agent Availability

This node is used to check agent availability based on skills and decide the next node to run within the experience flow.

Note: Please be aware that the Check Agent Availability node is experimental and may be deprecated in a future release.

 

To configure the Check Agent Availability node, you must set up the following: 

General Settings

Click the General Settings icon and provide the following information: 

    1. Provide a Custom Name by which to identify the node.
    2. In the Choose Skills drop-down, specify the skills or skill groups which you want to check agent availability for.
    3. Select the Check for specific agent or agent groups checkbox to search for specific agents or groups in the text field. This will restrict the node to only checking availability among the selected agents or groups.

      Note: You can check agent availability either based on skills or on agents or agent groups. The two criteria cannot be used together.

    4. Under Output, you can select nodes to define the following:
      1. The success path (If an agent is available): The flow is directed to the selected node from the current node if an available is found, according to the criteria set above. 
      2. The failure path (If no agent is available): The flow is directed to the selected node from the current node if an available agent is not found, according to the criteria set above. 

Once providing node connections within the Output section, your flow might look similar to the example below, with both the success and the failure paths drawn on the canvas.

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
    • 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.
  • 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.
  • 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.
  • 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 node.

Check Agent Availability

This node is used to check agent availability based on skills and decide the next node to run within the experience flow.

Note: Please be aware that the Check Agent Availability node is experimental and may be deprecated in a future release.

 

To configure the Check Agent Availability node, you must set up the following: 

General Settings

Click the General Settings icon and provide the following information: 

    1. Provide a Custom Name by which to identify the node.
    2. In the Choose Skills drop-down, specify the skills or skill groups which you want to check agent availability for.
    3. Select the Check for specific agent or agent groups checkbox to search for specific agents or groups in the text field. This will restrict the node to only checking availability among the selected agents or groups.

      Note: You can check agent availability either based on skills or on agents or agent groups. The two criteria cannot be used together.

    4. Under Output, you can select nodes to define the following:
      1. The success path (If an agent is available): The flow is directed to the selected node from the current node if an available is found, according to the criteria set above. 
      2. The failure path (If no agent is available): The flow is directed to the selected node from the current node if an available agent is not found, according to the criteria set above. 

Once providing node connections within the Output section, your flow might look similar to the example below, with both the success and the failure paths drawn on the canvas.

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
    • 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.
  • 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.
  • 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.
  • 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 node.