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

Users

In SmartAssist, the term User refers to the agents (customer support representatives), to supervisors, and administrators with an account within SmartAssist. To serve customers, you must add users to SmartAssist and provide them with the necessary access. You can create user profiles, assign them to voice, chat, or both channels, and specific skills or queues. 

You can find the Users section by going to Configuration > User Management > Users.

User Management Section Features

The Users section includes the features in the table below.

Feature Description
Search Type in a user’s name to retrieve their record.
User This is the name of the user you are viewing, as entered within their profile. Under every user’s name, SmartAssist mentions the groups that the user is part of.
Actions This field lets you perform actions on the user record:

 

Action Description
Edit the user record.
More options

  • Clone: Create a copy of the user record with the same configuration. This feature is useful when adding new users by updating their profiles without needing to configure them every time.
  • Delete: Deletes the user.
    Note: You cannot restore deleted users. Please proceed with caution!
Role Lists the role assigned to the user.
Skills Lists the skills assigned to the user.

Add a User

You can add a user to SmartAssist by following the steps below:

  1. In the Users section, click New User.
  2. The New User window displays. Here, you can find the following three areas to configure: 
    1. Profile: Provide the user’s profile information. This section opens by default.
    2. Settings: Configure settings related to the Chat and Voice Experience.
    3. Queues & Skills: Assign the user to specific queues and skills.

Profile

In the profile section, configure the following:

  • (Optional) Profile Picture: Upload the user’s profile picture here.
  • First Name and Last Name are mandatory fields for the user’s first and last names, respectively. Only alphanumeric characters are allowed.
  • (Optional) Nick Name: This is a mandatory field for the user’s nickname in SmartAssist.
  • Role: Select whether the new user should be an Agent, Supervisor, or Administrator.
    • Users with “Change User Role”  and permission selected as “Yes” will be able to modify the role of an existing user.
    • Users with “Change User Role”  and permission selected as “No” will not be able to modify the role of an existing user. See Role Management for details.
  • Phone Number: This mandatory field requires a 10-digit phone number.
  • Email ID: This is a mandatory field for the user’s email address.
  • Group: This is a mandatory field for a new user’s organizational group. The Unassigned group is pre-selected.

    Note: Users in the Unassigned group are not considered when routing interactions.

  • Custom ID: This optional field lets you enter a custom ID for each user. The field supports up to 15 alphanumeric characters and cannot include space or special characters. You can use this field via API while adding or editing a user.
  • Desktop Layout: Choose the layout with which the user will work within the Agent Console. See Manage Layout for details.

 

Settings

Digital Experience

This section sets the chat support features for a user, such as the capacity by channel type, language and proficiency level selections, and whether you want to allow attachments and emails within chats.

To configure digital experience, follow these steps:

  1. Enable or Disable the digital experience using the toggle switch.
  2. CAPACITY BY CHANNEL TYPE – This lets you set the maximum number of sessions an agent can handle simultaneously in a specific channel (Digital, Email, or Message).
  3. Language Support – Allows you to enable or disable the languages known by the user and sets the proficiency level (Novice, Average, Good, or Expert). To add more languages, see  System Setup > Languages & Speech.


Voice Experience

This feature helps configure a user’s voice (call) experience settings.

In the Voice Experience section, the following options are available:

  • Enable Voice Settings – Enabling this option adds the user to the voice channel so that they can handle incoming calls.
  • Language Support – Select the language for voice support from the given options and set the language proficiency level. To add more languages, see System Setup > Languages & Speech.
  • Voicemail – Enabling this option lets the user select the maximum number of voicemails an agent can receive.

Queues & Skills

This section lets you configure the queues and skills assigned to a user.

Queues

To assign queues to a user, follow these steps:

  1. Type in a Queue Name in the field, then select the one you need from the list. Clicking into the Skills field shows the list of available options. The list only contains queues that are already created. To add a queue, see Routing > Queues.
  2. Once you select a queue, it will be added to the user’s list of assigned queues. If you have more than one queue assigned to the same user, you can select or deselect the queues to assign; and set queues as Preferred. Queues set as such will take priority over others when the user receives incoming queries.

Skills

This section lets you configure the skills that the user brings to your team. 

To assign skills to a user:

  1. Type in a skill name, and select it from the dropdown list to add it to the user’s skill list. Clicking into the Skills field shows the list of available options. The list only contains skills that are already created. To add more skills, see Routing > Skills.
  2. Once you select a skill, choose the proficiency level  (Novice, Average, Good, or Expert).
  3. You can remove a skill by clicking the Delete (bin) button next to it.

Save a User

To save the user, click the Save button at the bottom of the New User window. This is available regardless of the section that you are currently navigating. 

Notes:

The minimum requirements to save a user record are the following:

  1. The mandatory profile fields (all except the Profile Picture and Nick Name);
  2. Enable at least one channel (Chat or Voice);
  3. Assign at least one language to the channel you enable.

Edit a User

To edit a user, follow these steps:

  1. On the Users page, click the Edit icon corresponding to the user you want to edit.

  2. On the Edit User window, make the necessary edits.
  3. Click Save.

Delete a User

To delete a user, follow these steps:

  1. On the Users page, click the More Options icon corresponding to the user you want to delete.
  2. Click Delete.


    Alternatively, edit the user, and on the Edit User window, click the Delete (bin) icon on the bottom left.

  3. You will be asked to confirm your choice.

Notes: 

  1. You cannot delete your own user.
  2. You cannot delete the SmartAssist account owner.
  3. Reports, dashboards, and APIs will display deleted agents as long as interactions and metrics contain data associated with the deleted agents.
  4. After deleting a user record, the respective user can no longer sign into SmartAssist. If you want to temporarily restrict users from handling customer conversations, you can turn off their access to chat and voice channels, or add them to the Unassigned group

Users

In SmartAssist, the term User refers to the agents (customer support representatives), to supervisors, and administrators with an account within SmartAssist. To serve customers, you must add users to SmartAssist and provide them with the necessary access. You can create user profiles, assign them to voice, chat, or both channels, and specific skills or queues. 

You can find the Users section by going to Configuration > User Management > Users.

User Management Section Features

The Users section includes the features in the table below.

Feature Description
Search Type in a user’s name to retrieve their record.
User This is the name of the user you are viewing, as entered within their profile. Under every user’s name, SmartAssist mentions the groups that the user is part of.
Actions This field lets you perform actions on the user record:

 

Action Description
Edit the user record.
More options

  • Clone: Create a copy of the user record with the same configuration. This feature is useful when adding new users by updating their profiles without needing to configure them every time.
  • Delete: Deletes the user.
    Note: You cannot restore deleted users. Please proceed with caution!
Role Lists the role assigned to the user.
Skills Lists the skills assigned to the user.

Add a User

You can add a user to SmartAssist by following the steps below:

  1. In the Users section, click New User.
  2. The New User window displays. Here, you can find the following three areas to configure: 
    1. Profile: Provide the user’s profile information. This section opens by default.
    2. Settings: Configure settings related to the Chat and Voice Experience.
    3. Queues & Skills: Assign the user to specific queues and skills.

Profile

In the profile section, configure the following:

  • (Optional) Profile Picture: Upload the user’s profile picture here.
  • First Name and Last Name are mandatory fields for the user’s first and last names, respectively. Only alphanumeric characters are allowed.
  • (Optional) Nick Name: This is a mandatory field for the user’s nickname in SmartAssist.
  • Role: Select whether the new user should be an Agent, Supervisor, or Administrator.
    • Users with “Change User Role”  and permission selected as “Yes” will be able to modify the role of an existing user.
    • Users with “Change User Role”  and permission selected as “No” will not be able to modify the role of an existing user. See Role Management for details.
  • Phone Number: This mandatory field requires a 10-digit phone number.
  • Email ID: This is a mandatory field for the user’s email address.
  • Group: This is a mandatory field for a new user’s organizational group. The Unassigned group is pre-selected.

    Note: Users in the Unassigned group are not considered when routing interactions.

  • Custom ID: This optional field lets you enter a custom ID for each user. The field supports up to 15 alphanumeric characters and cannot include space or special characters. You can use this field via API while adding or editing a user.
  • Desktop Layout: Choose the layout with which the user will work within the Agent Console. See Manage Layout for details.

 

Settings

Digital Experience

This section sets the chat support features for a user, such as the capacity by channel type, language and proficiency level selections, and whether you want to allow attachments and emails within chats.

To configure digital experience, follow these steps:

  1. Enable or Disable the digital experience using the toggle switch.
  2. CAPACITY BY CHANNEL TYPE – This lets you set the maximum number of sessions an agent can handle simultaneously in a specific channel (Digital, Email, or Message).
  3. Language Support – Allows you to enable or disable the languages known by the user and sets the proficiency level (Novice, Average, Good, or Expert). To add more languages, see  System Setup > Languages & Speech.


Voice Experience

This feature helps configure a user’s voice (call) experience settings.

In the Voice Experience section, the following options are available:

  • Enable Voice Settings – Enabling this option adds the user to the voice channel so that they can handle incoming calls.
  • Language Support – Select the language for voice support from the given options and set the language proficiency level. To add more languages, see System Setup > Languages & Speech.
  • Voicemail – Enabling this option lets the user select the maximum number of voicemails an agent can receive.

Queues & Skills

This section lets you configure the queues and skills assigned to a user.

Queues

To assign queues to a user, follow these steps:

  1. Type in a Queue Name in the field, then select the one you need from the list. Clicking into the Skills field shows the list of available options. The list only contains queues that are already created. To add a queue, see Routing > Queues.
  2. Once you select a queue, it will be added to the user’s list of assigned queues. If you have more than one queue assigned to the same user, you can select or deselect the queues to assign; and set queues as Preferred. Queues set as such will take priority over others when the user receives incoming queries.

Skills

This section lets you configure the skills that the user brings to your team. 

To assign skills to a user:

  1. Type in a skill name, and select it from the dropdown list to add it to the user’s skill list. Clicking into the Skills field shows the list of available options. The list only contains skills that are already created. To add more skills, see Routing > Skills.
  2. Once you select a skill, choose the proficiency level  (Novice, Average, Good, or Expert).
  3. You can remove a skill by clicking the Delete (bin) button next to it.

Save a User

To save the user, click the Save button at the bottom of the New User window. This is available regardless of the section that you are currently navigating. 

Notes:

The minimum requirements to save a user record are the following:

  1. The mandatory profile fields (all except the Profile Picture and Nick Name);
  2. Enable at least one channel (Chat or Voice);
  3. Assign at least one language to the channel you enable.

Edit a User

To edit a user, follow these steps:

  1. On the Users page, click the Edit icon corresponding to the user you want to edit.

  2. On the Edit User window, make the necessary edits.
  3. Click Save.

Delete a User

To delete a user, follow these steps:

  1. On the Users page, click the More Options icon corresponding to the user you want to delete.
  2. Click Delete.


    Alternatively, edit the user, and on the Edit User window, click the Delete (bin) icon on the bottom left.

  3. You will be asked to confirm your choice.

Notes: 

  1. You cannot delete your own user.
  2. You cannot delete the SmartAssist account owner.
  3. Reports, dashboards, and APIs will display deleted agents as long as interactions and metrics contain data associated with the deleted agents.
  4. After deleting a user record, the respective user can no longer sign into SmartAssist. If you want to temporarily restrict users from handling customer conversations, you can turn off their access to chat and voice channels, or add them to the Unassigned group