GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
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
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
ID R&D Integration With Kore
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

3.x.x Release Notes

This document provides information on the various releases and the corresponding feature updates and enhancements introduced in version 3.x.x of the SmartAssist application.

v3.2.0 June 01, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

HTML Elements Supported on the Agent Compose Bar

Agents can now add hyperlinks to their typed text in the compose bar by highlighting the text and adding a hyperlink.

Using this feature, agents can do the following:

  • Select a portion of their text and add a hyperlink to it.
  • Remove the hyperlink if they change their mind.
  • Add hyperlinks for HTTP and HTTPS URLs.
  • Add hyperlink actions for email (mailto:a@b.com). Clicking the link opens the associated mail app.
  • Customize the display text of the hyperlink.
  • Display the full URL when an agent hovers over the hyperlink. Learn more.

Improved Sorting and Enhanced Auto Accept

By default, new conversations will appear at the top of the conversation tray based on their order of acceptance. Agents can choose to revise the sorting order, placing the latest conversation at the top or bottom.

When a new auto-accepted conversation arrives in the agent’s conversation tray, a New indicator is displayed beside it. When anyone applies a conversation filter that hides incoming auto-accepted conversations (for example, ongoing, idle), a preview of the auto-accepted conversations appears with a “View” button next to each hidden conversation to allow quick view and access. The indicator and the view option remain till the agent clicks the conversation and sends the first message. Learn more.

Voice Gateway

User Diagnostics

User diagnostics systematically assesses and analyzes network connectivity and device permissions to identify issues, optimize service delivery, and enhance user satisfaction. Using real-time monitoring, this tool helps resolve problems efficiently, improving agent performance and ensuring a seamless customer experience.

The User Diagnostics (♡) icon is at the top right corner of the SmartAssist application.

Agent Diagnostics: Clicking the User Diagnostics (♡) icon displays the Agent Diagnostics page. Users can run diagnostics related to their:

  • Audio Device,
  • Video Device,
  • Connectivity.

Learn more.

Set Voice Chat on SmartAssist Voice Gateway (SAVG) Account

Administrators can use a Utils method/script inside the script node to set up voice chat in accounts configured with SmartAssist Voice Gateway (SAVG). Learn more.

Handling ASR Fallback Using Call Control Parameters

If no fallback is configured or if failover fails, the status column is updated. If proper failover occurs, a timeline message is displayed.

Configuration

Experience Flows Table: Enhanced Visibility for Channels and Flow Types

A Channels column is added to the Experience Flow table. This column displays a list of all channels attached to each flow. Each row shows the flow type (call or chat) for each flow. Learn more.

Analytics

Bulk Download of ASR Transcripts

Supervisors can select conversations and choose to Export Conversation Data or Export Transcripts.

  • If Export Conversation Data is selected, the metadata of all selected conversations is exported.
  • If Export Transcripts is selected, the exported transcript files retain the same naming convention currently used for all transcript exports. These files are compressed into a zip file named “transcripts-YYYY-MM-DD-HH24-mm-SS.zip.
  • Up to 25 conversations can be selected for exporting transcripts. Learn more.

Display Agent and Disposition Notes in Search Results on the Interactions Tab

Dashboard > Interactions

Agent notes and Disposition notes are now displayed in the search results on the Interactions tab. Learn more.

v3.1.1 May 11, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Voice Gateway

Play HT Streaming Support

Streaming for Play HT Text-to-Speech (TTS) is now supported. With streaming support, the voice gateway does not wait for the entire prompt audio to be generated before playback begins. This means reduced latency and a smoother user experience when playing prompts.

API

Delete Call Recording API

Applications with the relevant access can delete call recordings to manage storage and comply with privacy regulations.

A new scope called Delete Recordings is added under API scopes. You can assign this scope to delete call recordings using a session ID. Learn more.

v3.1.0 April 27, 2024

Minor Release

This update includes feature enhancements and bug fixes.

Agent Console

Outbound Emails 

Outbound email functionality is a key feature within SmartAssist designed to streamline communication between agents and customers through email channels. Agents can now send outbound emails from the agent console. The outbound emails are independent of the ongoing conversations. Learn more.

A new permission for Outbound Email is added in the Flows & Routing section with the following details:

Name: Outbound Email
Subtext: Users can make direct outward emails
Access Level: Yes/No

  • Administrator – Yes
  • Supervisor – Yes
  • Agent – No
  • Custom Role – No (Default)

Learn more.

Configuration

System Busy and System Away Status Enabled by Default

System Away and System Busy statuses are enabled by default for new accounts. For existing accounts, contact Kore Support. Learn more.

Enable/Disable Resolution Disposition Sets

The Resolution Disposition Set comes prebuilt. Administrators can now enable/disable and edit the resolution disposition set. Learn more.

Analytics and Reporting

Selected Hours Report

The Selected Hours Report shows daily totals of every agent’s productive hours. Productive hours are determined by built-in and custom statuses selected by users. Learn more.

API 

Agent Status Details API (v2) Update

Two new fields, startDate and endDate are added to the request body. This change applies only to the version 2 (v2).

  • The “dateFilter.startDate” field accepts date-time in “YYYY-MM-DDTHH24:mm:SS” format. If the user specifies only the date for the startDate field, the time will be taken as “00:00:00”.
  • The “dateFilter.endDate” field accepts date-time in “YYYY-MM-DDTHH24:mm:SS” format. If the user specifies only the date for the endDate field, the time will be taken as “23:59:59”. 

If the user specifies both the old “dateFilter.date”, and either/both of the new “dateFilter.startDate” or the “dateFilter.endDate” fields, then an error message is displayed.

v3.0.1 April 13, 2024

Patch Release

This update includes bug fixes.

v3.0.0 March 30, 2024

Minor Release

Learn about the new features and enhancements included in v3.0 of the SmartAssist application, released on March 30, 2024.

Configuration

Enhanced Conversational Status Control Messages

Contact center administrators can now optionally enable ‘On Connect’ and ‘On Close’ conversational status control messages.

  • When enabled, the system will send the conversation status control messages.
  • When disabled, the system will not send the conversation status control messages. 

Learn more.

Also, the Agent transfer message configuration is added in the call and chat waiting experience. Learn more.

Related Link

3.x.x Release Notes

This document provides information on the various releases and the corresponding feature updates and enhancements introduced in version 3.x.x of the SmartAssist application.

v3.2.0 June 01, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Agent Console

HTML Elements Supported on the Agent Compose Bar

Agents can now add hyperlinks to their typed text in the compose bar by highlighting the text and adding a hyperlink.

Using this feature, agents can do the following:

  • Select a portion of their text and add a hyperlink to it.
  • Remove the hyperlink if they change their mind.
  • Add hyperlinks for HTTP and HTTPS URLs.
  • Add hyperlink actions for email (mailto:a@b.com). Clicking the link opens the associated mail app.
  • Customize the display text of the hyperlink.
  • Display the full URL when an agent hovers over the hyperlink. Learn more.

Improved Sorting and Enhanced Auto Accept

By default, new conversations will appear at the top of the conversation tray based on their order of acceptance. Agents can choose to revise the sorting order, placing the latest conversation at the top or bottom.

When a new auto-accepted conversation arrives in the agent’s conversation tray, a New indicator is displayed beside it. When anyone applies a conversation filter that hides incoming auto-accepted conversations (for example, ongoing, idle), a preview of the auto-accepted conversations appears with a “View” button next to each hidden conversation to allow quick view and access. The indicator and the view option remain till the agent clicks the conversation and sends the first message. Learn more.

Voice Gateway

User Diagnostics

User diagnostics systematically assesses and analyzes network connectivity and device permissions to identify issues, optimize service delivery, and enhance user satisfaction. Using real-time monitoring, this tool helps resolve problems efficiently, improving agent performance and ensuring a seamless customer experience.

The User Diagnostics (♡) icon is at the top right corner of the SmartAssist application.

Agent Diagnostics: Clicking the User Diagnostics (♡) icon displays the Agent Diagnostics page. Users can run diagnostics related to their:

  • Audio Device,
  • Video Device,
  • Connectivity.

Learn more.

Set Voice Chat on SmartAssist Voice Gateway (SAVG) Account

Administrators can use a Utils method/script inside the script node to set up voice chat in accounts configured with SmartAssist Voice Gateway (SAVG). Learn more.

Handling ASR Fallback Using Call Control Parameters

If no fallback is configured or if failover fails, the status column is updated. If proper failover occurs, a timeline message is displayed.

Configuration

Experience Flows Table: Enhanced Visibility for Channels and Flow Types

A Channels column is added to the Experience Flow table. This column displays a list of all channels attached to each flow. Each row shows the flow type (call or chat) for each flow. Learn more.

Analytics

Bulk Download of ASR Transcripts

Supervisors can select conversations and choose to Export Conversation Data or Export Transcripts.

  • If Export Conversation Data is selected, the metadata of all selected conversations is exported.
  • If Export Transcripts is selected, the exported transcript files retain the same naming convention currently used for all transcript exports. These files are compressed into a zip file named “transcripts-YYYY-MM-DD-HH24-mm-SS.zip.
  • Up to 25 conversations can be selected for exporting transcripts. Learn more.

Display Agent and Disposition Notes in Search Results on the Interactions Tab

Dashboard > Interactions

Agent notes and Disposition notes are now displayed in the search results on the Interactions tab. Learn more.

v3.1.1 May 11, 2024

Patch Release

This update includes feature enhancements and bug fixes.

Voice Gateway

Play HT Streaming Support

Streaming for Play HT Text-to-Speech (TTS) is now supported. With streaming support, the voice gateway does not wait for the entire prompt audio to be generated before playback begins. This means reduced latency and a smoother user experience when playing prompts.

API

Delete Call Recording API

Applications with the relevant access can delete call recordings to manage storage and comply with privacy regulations.

A new scope called Delete Recordings is added under API scopes. You can assign this scope to delete call recordings using a session ID. Learn more.

v3.1.0 April 27, 2024

Minor Release

This update includes feature enhancements and bug fixes.

Agent Console

Outbound Emails 

Outbound email functionality is a key feature within SmartAssist designed to streamline communication between agents and customers through email channels. Agents can now send outbound emails from the agent console. The outbound emails are independent of the ongoing conversations. Learn more.

A new permission for Outbound Email is added in the Flows & Routing section with the following details:

Name: Outbound Email
Subtext: Users can make direct outward emails
Access Level: Yes/No

  • Administrator – Yes
  • Supervisor – Yes
  • Agent – No
  • Custom Role – No (Default)

Learn more.

Configuration

System Busy and System Away Status Enabled by Default

System Away and System Busy statuses are enabled by default for new accounts. For existing accounts, contact Kore Support. Learn more.

Enable/Disable Resolution Disposition Sets

The Resolution Disposition Set comes prebuilt. Administrators can now enable/disable and edit the resolution disposition set. Learn more.

Analytics and Reporting

Selected Hours Report

The Selected Hours Report shows daily totals of every agent’s productive hours. Productive hours are determined by built-in and custom statuses selected by users. Learn more.

API 

Agent Status Details API (v2) Update

Two new fields, startDate and endDate are added to the request body. This change applies only to the version 2 (v2).

  • The “dateFilter.startDate” field accepts date-time in “YYYY-MM-DDTHH24:mm:SS” format. If the user specifies only the date for the startDate field, the time will be taken as “00:00:00”.
  • The “dateFilter.endDate” field accepts date-time in “YYYY-MM-DDTHH24:mm:SS” format. If the user specifies only the date for the endDate field, the time will be taken as “23:59:59”. 

If the user specifies both the old “dateFilter.date”, and either/both of the new “dateFilter.startDate” or the “dateFilter.endDate” fields, then an error message is displayed.

v3.0.1 April 13, 2024

Patch Release

This update includes bug fixes.

v3.0.0 March 30, 2024

Minor Release

Learn about the new features and enhancements included in v3.0 of the SmartAssist application, released on March 30, 2024.

Configuration

Enhanced Conversational Status Control Messages

Contact center administrators can now optionally enable ‘On Connect’ and ‘On Close’ conversational status control messages.

  • When enabled, the system will send the conversation status control messages.
  • When disabled, the system will not send the conversation status control messages. 

Learn more.

Also, the Agent transfer message configuration is added in the call and chat waiting experience. Learn more.

Related Link