GETTING STARTED
Introduction to SmartAssist
Glossary
Minimum System and Browser Requirements
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Setup SmartAssist for Use With AgentAssist
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
Start
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
Widgets
Utils
AgentAssist Settings
SearchAssist
Widget Theming (Layout Customization)
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Reject Calls With a Delayed First Response
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
Kore Voice Automation (IVA) Integration with Zoom Contact Center (CC)
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

What’s New in v2.5

Learn about the new features and enhancements included in v2.5 of the SmartAssist application, released on July 08, 2023.

AI-enhanced Compose Bar

The new AI-enhanced compose text box helps agents create customized responses to address customer inquiries, concerns, or issues. Three choices are available:

  • Make more friendly
  • Make more formal
  • Expand

Learn more.

Revamped Arrival Summary

The Arrival Summary is revamped to display the conversation summary leading up to the transfer. In case of multiple transfers, the summary of all transfers is displayed. Learn more.

Interactions Section on Monitor Tab

The new Interactions section on the Monitor tab shows all interactions currently live in SmartAssist and assigned to agents on the CONSOLE. You can filter interactions based on Status, Channels, Languages, Queues, Agents, and Skills. Learn more.

Add Users to Multiple Accounts

Users (Agents, Supervisors, and Administrators) can now be added to multiple accounts.

During the Sign-in process, users can choose an account and set it as their default. Once signed in, users can easily switch between different accounts. Learn more.

Voicemail

This feature enables customers waiting in the queue to send voicemails.

If enabled, this feature can be offered or forced in the following scenarios:

  • Call waiting duration is greater than “x” minutes.
  • Queue position is greater than “x”.
  • Estimated wait time is greater than “x” minutes.

An agent can view, accept, play, transfer, call back (outbound), and download the voicemail from the Interaction pane. Learn more.

Allow Virtual Assistant Dialogs to Pause/Resume Call Recording

By default, the Allow Virtual Assistant to Pause/Resume feature is disabled. However, admins can enable it for virtual assistants (automation) handling voice interactions, allowing them to pause the recording when collecting Personally Identifiable Information (PII). Learn more.

Word Level Time Stamps on Speech-To-Text System

This feature lets users extract word-level time stamps on the Speech-To-Text (STT) system. Users can locate specific parts of the transcription using the time stamps for each spoken word. The time stamps are accurate to within 0.1 seconds and are displayed beside each word in a readable format.

These time stamps are available as part of the transcript in JSON format. Users can export the time-stamped transcript data for further analysis or integration with other systems.

Reports Segregation

This feature allows you to segregate or organize your reports into the following categories:

  • MY REPORTS: This section shows only the reports created by the current user. 
  • ALL REPORTS: This section shows all reports available in the system.
  • FAVORITES: This section shows reports that you have marked as favorites. Learn more.

Dashboard Refresh

The Refresh button on the Dashboard enables you to refresh the tabs on the Dashboard (Automation, Queues & Agents, and Interactions) with a single click. You can now refresh each tab on the Dashboard as required. Learn more.

New Field “Answered” Added on Agent Performance Table

A new field “Answered” is added to the Agent Performance table on Dashboard > Queues & Agents. The count of conversations accepted by an agent for selected channels and time intervals is displayed. Learn more.

“interactionDetails” Alias Added to Call Details API

The “interactionDetails” alias is added to the Call Details API to use channel-neutral terminology for the APIs. Learn more.

Two New Fields Added in the CSV Format of the Interaction Details Report

The “Assignments” and “Acceptances” fields are added for each conversation in the Interaction Details report, specifically in the CSV format.

  • Assignments – count of all the times this conversation was assigned (to any agent).
  • Acceptances – count of all the times this conversation was accepted (by any agent).

Report Configuration: Last Week, Last Month, and Last Quarter Time Interval Options

Last Week, Last Month, and Last Quarter options are added to the Time Interval field for selection during report configuration. These fields are added to the reports as follows:

REPORT TIME INTERVAL
Agent Activity Summary Report
  • Last week
  • Last month
  • Last quarter
Agent Login-Logout Summary Report
  • Last week
  • Last month
  • Last quarter
Interaction Details Report
  • Last week
  • Last month
Queue Metrics Summary Report
  • Last week
  • Last month
  • Last quarter
Queue Dispositions Report
  • Last week
  • Last month
  • Last quarter
Agent Status Detail Report
  • Last week
  • Last month
  • Last quarter
Agent Metrics Daily Report
  • Last week
  • Last month
  • Last quarter
Agent Chat Metrics Report
  • Last week
  • Last month
  • Last quarter
Chat metrics for Queues
  • Last week

What’s New in v2.5

Learn about the new features and enhancements included in v2.5 of the SmartAssist application, released on July 08, 2023.

AI-enhanced Compose Bar

The new AI-enhanced compose text box helps agents create customized responses to address customer inquiries, concerns, or issues. Three choices are available:

  • Make more friendly
  • Make more formal
  • Expand

Learn more.

Revamped Arrival Summary

The Arrival Summary is revamped to display the conversation summary leading up to the transfer. In case of multiple transfers, the summary of all transfers is displayed. Learn more.

Interactions Section on Monitor Tab

The new Interactions section on the Monitor tab shows all interactions currently live in SmartAssist and assigned to agents on the CONSOLE. You can filter interactions based on Status, Channels, Languages, Queues, Agents, and Skills. Learn more.

Add Users to Multiple Accounts

Users (Agents, Supervisors, and Administrators) can now be added to multiple accounts.

During the Sign-in process, users can choose an account and set it as their default. Once signed in, users can easily switch between different accounts. Learn more.

Voicemail

This feature enables customers waiting in the queue to send voicemails.

If enabled, this feature can be offered or forced in the following scenarios:

  • Call waiting duration is greater than “x” minutes.
  • Queue position is greater than “x”.
  • Estimated wait time is greater than “x” minutes.

An agent can view, accept, play, transfer, call back (outbound), and download the voicemail from the Interaction pane. Learn more.

Allow Virtual Assistant Dialogs to Pause/Resume Call Recording

By default, the Allow Virtual Assistant to Pause/Resume feature is disabled. However, admins can enable it for virtual assistants (automation) handling voice interactions, allowing them to pause the recording when collecting Personally Identifiable Information (PII). Learn more.

Word Level Time Stamps on Speech-To-Text System

This feature lets users extract word-level time stamps on the Speech-To-Text (STT) system. Users can locate specific parts of the transcription using the time stamps for each spoken word. The time stamps are accurate to within 0.1 seconds and are displayed beside each word in a readable format.

These time stamps are available as part of the transcript in JSON format. Users can export the time-stamped transcript data for further analysis or integration with other systems.

Reports Segregation

This feature allows you to segregate or organize your reports into the following categories:

  • MY REPORTS: This section shows only the reports created by the current user. 
  • ALL REPORTS: This section shows all reports available in the system.
  • FAVORITES: This section shows reports that you have marked as favorites. Learn more.

Dashboard Refresh

The Refresh button on the Dashboard enables you to refresh the tabs on the Dashboard (Automation, Queues & Agents, and Interactions) with a single click. You can now refresh each tab on the Dashboard as required. Learn more.

New Field “Answered” Added on Agent Performance Table

A new field “Answered” is added to the Agent Performance table on Dashboard > Queues & Agents. The count of conversations accepted by an agent for selected channels and time intervals is displayed. Learn more.

“interactionDetails” Alias Added to Call Details API

The “interactionDetails” alias is added to the Call Details API to use channel-neutral terminology for the APIs. Learn more.

Two New Fields Added in the CSV Format of the Interaction Details Report

The “Assignments” and “Acceptances” fields are added for each conversation in the Interaction Details report, specifically in the CSV format.

  • Assignments – count of all the times this conversation was assigned (to any agent).
  • Acceptances – count of all the times this conversation was accepted (by any agent).

Report Configuration: Last Week, Last Month, and Last Quarter Time Interval Options

Last Week, Last Month, and Last Quarter options are added to the Time Interval field for selection during report configuration. These fields are added to the reports as follows:

REPORT TIME INTERVAL
Agent Activity Summary Report
  • Last week
  • Last month
  • Last quarter
Agent Login-Logout Summary Report
  • Last week
  • Last month
  • Last quarter
Interaction Details Report
  • Last week
  • Last month
Queue Metrics Summary Report
  • Last week
  • Last month
  • Last quarter
Queue Dispositions Report
  • Last week
  • Last month
  • Last quarter
Agent Status Detail Report
  • Last week
  • Last month
  • Last quarter
Agent Metrics Daily Report
  • Last week
  • Last month
  • Last quarter
Agent Chat Metrics Report
  • Last week
  • Last month
  • Last quarter
Chat metrics for Queues
  • Last week