Admins can now also specify whether they want agents to manually accept a conversation or if a conversation should be automatically assigned to them.

With this change, the following settings for skills will also be deprecated:

1. Points for skills and skill groups
2. Priority-based aging
3. Options for admins to specify a skill as mandatory/optional. All skills will now be considered mandatorily

1. Group, sort, and filter configuration in the conversation tray to place priority/urgent items at the top: Agents can group, sort, and filter conversations in the conversation tray to better manage their workload.
2. Agent Softphone: Allows agents to make outbound calls from within their agent desktop. The outbound dialer only supports manual dialing, for now. We will include more functionality in the months to come.

Details for customizing the user info widget can be found at https://docs.kore.ai/smartassist/agent-console/agent-assist/#User_Info

This option is available under the extended menu options under the live chat window.

This allows a prescriptive and uniform approach to agent layouts in an organization without the agents having to manage this individually.

Access to this can be controlled through a set of permissions.

The new monitor console also includes a new ‘Queues’ view where managers can see waiting and in-progress conversations by queues.

Monitor console now also supports more metrics (Average Response Time, Average Wait Time, Max Wait Time, Drop Off %, and Average Speed to Answer (ASA) and also separates views by live and historical numbers.

The drop-off conversations metric has been removed from the agent view.

With the new release, we have also removed the ‘Skills’ tab and the Agent Group view under the ‘Agents’ tab. These sections may come back in a later release based on customer feedback.

Form data can also be viewed by a specific set of users as defined by admins.

Flow developers can now also specify if agentassist should trigger a specific dialog once an agent accepts a conversation.

This release also includes updated icons for all nodes.

• Add admin console link in SmartAssist
• Agent Group Manager interact permissions in Agent Desktop
• Adding users when SmartAssist roles are attached to users or groups
• Permissions Management – New permissions
• System Error Configuration support in V2 [Conversation Input / RunAutomation]
• List, Create, Edit, and Clone agent data
• Navigation to the admin console from within SmartAssist

• Updated UI themes for SmartAssist configuration & Agent Desktop
• Onboarding Changes
• Adding Interactive help
• Changes to the top menu / merging Dashboards
• Changes to the icons and their visibility
• Changes to the profile, and functionality in the profile
• Changes to the default page of the console

• Public API for Analytics
• Public API to delete agents from AgentDesktop when they are removed from Admin (platform)
• Public API to create an agent in the default group, skill, and hours of operation to integrate the platform AD-SYNC
• Public API for checking agent availability

These reports will be available in PDF and CSV formats. They will run at scheduled intervals, or based on need.

Some of them are:

• Interaction details reports
• Agent Login Logout reports
• Agent Activity Summary reports
• Agent Metrics reports
• Queue Metrics reports

Currently, we support:

• Real-time Interaction details API
• Agent Status Details API

To access data, you will need to register your client app with API scope “SmartAssist Analytics”, and use the client id and secret to generate the access token.