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 SmartAssist v2.6

Learn about the new features and enhancements included in v2.6 of the SmartAssist application, released on September 23, 2023.

Agent Console

Voice Co-Browse

Agents can now initiate a co-browsing session during voice calls. If the agent and customer’s desktops are connected, they can initiate the co-browsing session directly.

If the agent and customer’s desktop screens are connected via a phone call, the agent can generate a security code to establish a website-to-website connection. Learn more.

Media Files Retained After Refreshing the Console

Media files (images, documents, or MP3) shared by users during live interactions with agents are now available consistently on the agent’s console.

Media Files Logged in Chat History

Media files are logged and displayed in the chat history, making it easier for customers and agents to view and interact with the media. Learn more.

CSAT Score on the Top Widget to Show Decimal Values

The CSAT widget on the top menu now shows the average scores in decimal values to match the CSAT values shown on the Queues and Agents tab.

Configuration

Agent Auto Logout

Administrators can now specify the period of inactivity after which an agent is automatically logged out. Learn more.

In Queue Flow

This version introduces a new flow type that can be attached to the Agent Transfer node. This modifies the Agent Transfer node in the Experience Flows to enable users to select a flow. Learn more.

Set Named Agents and Set Agent Matching Conditions Agent Utils

Flow designers can assign named agents to a conversation from anywhere in the flow using the setNAmedAgents agentUtils function.

Skills, Skill groups, and Agent groups can be added to the script task, and based on that, a set of agent IDs can be generated using the setAgentMatchingConditions agentUtils function. Learn more.

Agent Capacity Per Channel Type

Administrators can configure the maximum number of sessions an agent can handle simultaneously in a specific channel (Digital, Email, or Message). Learn more. 

If you are an existing SmartAssist customer, you should review and update Agent Capacities to be in alignment with your contact center.

Out of Operational Hours and No Agents Available Flow Types

Out-of-Hours Flow: A new flow type that allows admins to define the experience when an agent transfer occurs outside queue working hours. A pre-defined default flow for digital & voice conversations has been added to all accounts.

No Agents Available Flow: A new flow type that allows admins to define the experience when an agent transfer occurs but no agents are logged in. A pre-defined default flow for digital & voice conversations has been added to all accounts. Learn more.

Service Level Targets for Key Performance Indicators (KPIs)

Service level targets establish the acceptable threshold for key performance indicators such as Average Speed to Answer, Response Service Level, Abandonment Rate, and Transfer Rate for interactions, including voice calls, and chats. 

Administrators and Supervisors can configure and monitor the service level targets to align with the contact center goals and to improve the overall customer experience by taking timely actions. Learn more.

APIs

Queue Management APIs

A new set of APIs to enhance queue management and enable external systems and applications to create, modify, and delete queues. This API streamlines administrative tasks and enhances overall system integration.

  • Create Queue API: Permits external systems to create new queues.
  • Modify Queue API: To facilitate queue modification and allow external systems to update various attributes of existing queues. The API supports the modification of queue name, description, configuration settings, and associated parameters.
  • Delete Queue API: Simplifies the deletion of queues by external systems and provides the capability to remove queues as needed. Learn more.

Call Details API

The call details API is enhanced as follows:

  • To allow tagging skills to interactions, each interaction object must include a Skills array with the Skill ID and Name.
  • The following fields are added in every interaction object:
    • CustomerPhone – The phone number from which the Customer called.
    • CenterPhone – The phone number called by the Customer to reach the ContactCenter.
    • Direction – “Inbound” or ”Outbound”
    • CustomerIP – The IP address from which the Customer chatted.
    • CustomerFirstName – The customer’s first name.
    • CustomerLastName – The customer’s last name.
    • CustomerEmail – The customer’s Email address. Learn more.

Create an Agent API

The maxChatSupport field is deprecated and replaced by channel-level slots, such as maxDigitalChatSupport, maxMessagingChatSupport, and maxEmailChatSupport. These fields are mandatory if canChatSupport is set to true. Learn more.

Analytics and Reporting

Agent-Specific Dashboard

Agents can view important information about their activity, performance, and customer satisfaction metrics using My Dashboard. 

This is the default dashboard for every agent and is visible only to them. Learn more.

Chat/Voice Analytics: Revised User Abandonment Scenarios

The following scenarios are now counted as user abandonment:

DIGITAL CHANNELS

During an interaction with the agent, if the user stops interacting on the chat, the system automatically moves the conversation to the “Idle” or “Expired” state.

VOICE CHANNELS

If the user disconnects, closes the session, or ends the session in any way while in the queue, the session terminates.

CSAT Field Added on the Interactions Tab Filter

Dashboard > Interactions

Customers using the survey feature can analyze their interactions based on CSAT scores and survey comments. A CSAT filter is added to enable customers to filter interactions based on CSAT scores and survey notes.

Interaction Details Report – CSAT and Survey Notes in CSV

To allow customers to perform post-processing analysis of interactions based on CSAT scores, a filter for CSAT scores is added in the Interaction Details Report.

  • Not selecting this filter returns all conversations, including Automations and those that reached queues.
  • Selecting one or more options returns all conversations that meet the selected options.
  • Selecting ALL options returns only those conversations that reached the queues.
  • In the output CSV file, the CSAT score appears under the header “CSAT.”

In the output CSV file, a new column “Survey Notes” is immediately placed after the “CSAT” column. This column contains the Survey Notes submitted by the consumer.

SmartAssist displays the records that meet the query criteria (both in PDF and CSV formats). This applies even if the PDF file does not contain CSAT data.

Skills Tagged to Interactions on Queues and Agents Tabs

MONITOR > Queues and Agents Tabs

Admins and Supervisors can view skills assigned to interactions, making it easy for them to reassign or transfer these interactions to queues or agents.

Filters for User and Session-Level Custom Tags

Dashboard > Interactions Tab

Supervisors can filter interactions using custom tags. Custom tags are added for user and session-level interactions. Learn more.

What’s New in SmartAssist v2.6

Learn about the new features and enhancements included in v2.6 of the SmartAssist application, released on September 23, 2023.

Agent Console

Voice Co-Browse

Agents can now initiate a co-browsing session during voice calls. If the agent and customer’s desktops are connected, they can initiate the co-browsing session directly.

If the agent and customer’s desktop screens are connected via a phone call, the agent can generate a security code to establish a website-to-website connection. Learn more.

Media Files Retained After Refreshing the Console

Media files (images, documents, or MP3) shared by users during live interactions with agents are now available consistently on the agent’s console.

Media Files Logged in Chat History

Media files are logged and displayed in the chat history, making it easier for customers and agents to view and interact with the media. Learn more.

CSAT Score on the Top Widget to Show Decimal Values

The CSAT widget on the top menu now shows the average scores in decimal values to match the CSAT values shown on the Queues and Agents tab.

Configuration

Agent Auto Logout

Administrators can now specify the period of inactivity after which an agent is automatically logged out. Learn more.

In Queue Flow

This version introduces a new flow type that can be attached to the Agent Transfer node. This modifies the Agent Transfer node in the Experience Flows to enable users to select a flow. Learn more.

Set Named Agents and Set Agent Matching Conditions Agent Utils

Flow designers can assign named agents to a conversation from anywhere in the flow using the setNAmedAgents agentUtils function.

Skills, Skill groups, and Agent groups can be added to the script task, and based on that, a set of agent IDs can be generated using the setAgentMatchingConditions agentUtils function. Learn more.

Agent Capacity Per Channel Type

Administrators can configure the maximum number of sessions an agent can handle simultaneously in a specific channel (Digital, Email, or Message). Learn more. 

If you are an existing SmartAssist customer, you should review and update Agent Capacities to be in alignment with your contact center.

Out of Operational Hours and No Agents Available Flow Types

Out-of-Hours Flow: A new flow type that allows admins to define the experience when an agent transfer occurs outside queue working hours. A pre-defined default flow for digital & voice conversations has been added to all accounts.

No Agents Available Flow: A new flow type that allows admins to define the experience when an agent transfer occurs but no agents are logged in. A pre-defined default flow for digital & voice conversations has been added to all accounts. Learn more.

Service Level Targets for Key Performance Indicators (KPIs)

Service level targets establish the acceptable threshold for key performance indicators such as Average Speed to Answer, Response Service Level, Abandonment Rate, and Transfer Rate for interactions, including voice calls, and chats. 

Administrators and Supervisors can configure and monitor the service level targets to align with the contact center goals and to improve the overall customer experience by taking timely actions. Learn more.

APIs

Queue Management APIs

A new set of APIs to enhance queue management and enable external systems and applications to create, modify, and delete queues. This API streamlines administrative tasks and enhances overall system integration.

  • Create Queue API: Permits external systems to create new queues.
  • Modify Queue API: To facilitate queue modification and allow external systems to update various attributes of existing queues. The API supports the modification of queue name, description, configuration settings, and associated parameters.
  • Delete Queue API: Simplifies the deletion of queues by external systems and provides the capability to remove queues as needed. Learn more.

Call Details API

The call details API is enhanced as follows:

  • To allow tagging skills to interactions, each interaction object must include a Skills array with the Skill ID and Name.
  • The following fields are added in every interaction object:
    • CustomerPhone – The phone number from which the Customer called.
    • CenterPhone – The phone number called by the Customer to reach the ContactCenter.
    • Direction – “Inbound” or ”Outbound”
    • CustomerIP – The IP address from which the Customer chatted.
    • CustomerFirstName – The customer’s first name.
    • CustomerLastName – The customer’s last name.
    • CustomerEmail – The customer’s Email address. Learn more.

Create an Agent API

The maxChatSupport field is deprecated and replaced by channel-level slots, such as maxDigitalChatSupport, maxMessagingChatSupport, and maxEmailChatSupport. These fields are mandatory if canChatSupport is set to true. Learn more.

Analytics and Reporting

Agent-Specific Dashboard

Agents can view important information about their activity, performance, and customer satisfaction metrics using My Dashboard. 

This is the default dashboard for every agent and is visible only to them. Learn more.

Chat/Voice Analytics: Revised User Abandonment Scenarios

The following scenarios are now counted as user abandonment:

DIGITAL CHANNELS

During an interaction with the agent, if the user stops interacting on the chat, the system automatically moves the conversation to the “Idle” or “Expired” state.

VOICE CHANNELS

If the user disconnects, closes the session, or ends the session in any way while in the queue, the session terminates.

CSAT Field Added on the Interactions Tab Filter

Dashboard > Interactions

Customers using the survey feature can analyze their interactions based on CSAT scores and survey comments. A CSAT filter is added to enable customers to filter interactions based on CSAT scores and survey notes.

Interaction Details Report – CSAT and Survey Notes in CSV

To allow customers to perform post-processing analysis of interactions based on CSAT scores, a filter for CSAT scores is added in the Interaction Details Report.

  • Not selecting this filter returns all conversations, including Automations and those that reached queues.
  • Selecting one or more options returns all conversations that meet the selected options.
  • Selecting ALL options returns only those conversations that reached the queues.
  • In the output CSV file, the CSAT score appears under the header “CSAT.”

In the output CSV file, a new column “Survey Notes” is immediately placed after the “CSAT” column. This column contains the Survey Notes submitted by the consumer.

SmartAssist displays the records that meet the query criteria (both in PDF and CSV formats). This applies even if the PDF file does not contain CSAT data.

Skills Tagged to Interactions on Queues and Agents Tabs

MONITOR > Queues and Agents Tabs

Admins and Supervisors can view skills assigned to interactions, making it easy for them to reassign or transfer these interactions to queues or agents.

Filters for User and Session-Level Custom Tags

Dashboard > Interactions Tab

Supervisors can filter interactions using custom tags. Custom tags are added for user and session-level interactions. Learn more.