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

Community WFM (Beta)

The Community WFM solution assists with forecasting, scheduling, strategically allocating resources, tracking attendance, and complying with constantly changing workplace regulations and reporting capability.

SmartAssist integrates natively with the Community WFM application to provide the following features and functionalities: 

Features  Functionalities
Forecasting
  • Skill-based omnichannel forecasting with media-type service metrics
  • User-definable data selection for forecasting
  • Supports time of day and day of week shrinkage and service objectives
  • Unlimited forecasts for the same date range and the creation of future forecasts
Scheduling 
  • Fast and accurate schedule optimization – fixed, floating, and rotating schedules
  • Intraday schedule re-optimization of selected events
  • Fully automated end-to-end scheduling bidding
  • Schedule efficiency measurement and user-adjustable cost vs. coverage analysis
Automated Schedule Attendance Monitor (ASAM)
  • ASAM is integrated with the phone system and the agent mobile app which provides an automated and streamlined approach to tracking agent arrival and attendance
  • The Attendance Monitor in ASAM allows supervisors to view agents arriving at specific time intervals
  • The Arrival Detail Console provides a dashboard of an agent’s status while streamlining the process of managing exceptions
Automated Schedule Adjustment Plans (ASAP)
  • ASAP provides a one-of-a-kind toolkit that enables analysts to create, save, and reuse an unlimited number of customizable strategies
  • This on-demand feature allows analysts to increase, decrease or refine staffing levels, virtually eliminating time-consuming schedule modification processes
Reporting
  • Community WFM offers a comprehensive set of reports that provide the KPIs necessary for efficient WFM execution. Additionally, users can create custom reports and export data to other applications. The report pack contains multiple reports organized into the following classes:
    • Contact Volume reports.
    • Published Forecast reports.
    • Published Schedule reports.
    • Intraday Analysis reports.
    • Schedule Adherence reports.
    • Administrative reports.

Integrating SmartAssist With Community WFM

SmartAssist natively integrates with the Community WFM application.

Note: This feature is currently in Beta, and may contain bugs, unfinished work, or rough edges. Our product team is actively working on improving this feature, and we encourage you to try it and share your valuable feedback at support@kore.ai.

Prerequisite

Before configuring the integration, note the following Community WFM details available in the Purchase Order agreement: Base URL, Account ID, and API key.

Configure and Enable Community WFM

  1. Go to Configuration > Advanced Settings > Community WFM.
  2. Click Community WFM.
  3. Provide the Community WFM details, including the Base URL, Account ID, and API key.
  4. Community WFM includes Machine Learning models that analyze data and forecast future call volumes. To utilize this feature, you can enable data sharing from SmartAssist to Community WFM by turning on the Data sync toggle. (Optional)


     Note: The system enables data sync from the current day onwards, and it does not sync the past data.

  5. Click Save

Stop Data Sharing

At any time, you can disable data sharing by turning off the data sync toggle in the Configuration > Advanced Settings > Community WFM.

Once you confirm, the data sync is disabled, and the data exchange between SmartAssist and Community WFM stops. 

For more information on Community WFM, visit: https://www.communitywfm.com/

Community WFM (Beta)

The Community WFM solution assists with forecasting, scheduling, strategically allocating resources, tracking attendance, and complying with constantly changing workplace regulations and reporting capability.

SmartAssist integrates natively with the Community WFM application to provide the following features and functionalities: 

Features  Functionalities
Forecasting
  • Skill-based omnichannel forecasting with media-type service metrics
  • User-definable data selection for forecasting
  • Supports time of day and day of week shrinkage and service objectives
  • Unlimited forecasts for the same date range and the creation of future forecasts
Scheduling 
  • Fast and accurate schedule optimization – fixed, floating, and rotating schedules
  • Intraday schedule re-optimization of selected events
  • Fully automated end-to-end scheduling bidding
  • Schedule efficiency measurement and user-adjustable cost vs. coverage analysis
Automated Schedule Attendance Monitor (ASAM)
  • ASAM is integrated with the phone system and the agent mobile app which provides an automated and streamlined approach to tracking agent arrival and attendance
  • The Attendance Monitor in ASAM allows supervisors to view agents arriving at specific time intervals
  • The Arrival Detail Console provides a dashboard of an agent’s status while streamlining the process of managing exceptions
Automated Schedule Adjustment Plans (ASAP)
  • ASAP provides a one-of-a-kind toolkit that enables analysts to create, save, and reuse an unlimited number of customizable strategies
  • This on-demand feature allows analysts to increase, decrease or refine staffing levels, virtually eliminating time-consuming schedule modification processes
Reporting
  • Community WFM offers a comprehensive set of reports that provide the KPIs necessary for efficient WFM execution. Additionally, users can create custom reports and export data to other applications. The report pack contains multiple reports organized into the following classes:
    • Contact Volume reports.
    • Published Forecast reports.
    • Published Schedule reports.
    • Intraday Analysis reports.
    • Schedule Adherence reports.
    • Administrative reports.

Integrating SmartAssist With Community WFM

SmartAssist natively integrates with the Community WFM application.

Note: This feature is currently in Beta, and may contain bugs, unfinished work, or rough edges. Our product team is actively working on improving this feature, and we encourage you to try it and share your valuable feedback at support@kore.ai.

Prerequisite

Before configuring the integration, note the following Community WFM details available in the Purchase Order agreement: Base URL, Account ID, and API key.

Configure and Enable Community WFM

  1. Go to Configuration > Advanced Settings > Community WFM.
  2. Click Community WFM.
  3. Provide the Community WFM details, including the Base URL, Account ID, and API key.
  4. Community WFM includes Machine Learning models that analyze data and forecast future call volumes. To utilize this feature, you can enable data sharing from SmartAssist to Community WFM by turning on the Data sync toggle. (Optional)


     Note: The system enables data sync from the current day onwards, and it does not sync the past data.

  5. Click Save

Stop Data Sharing

At any time, you can disable data sharing by turning off the data sync toggle in the Configuration > Advanced Settings > Community WFM.

Once you confirm, the data sync is disabled, and the data exchange between SmartAssist and Community WFM stops. 

For more information on Community WFM, visit: https://www.communitywfm.com/