Agent Assist

The icon for the AgentAssist action - a monitor with a speech bubble coming out of it. The speech bubble contains two circles next to each other.

Integrates agent assist applications such as Real-Time Interaction Guidance into your script.

Agent Assist applications assess live interactions and display relevant or useful information to the agent in the agent application, such as MAX. Information can include things such as knowledge base articles or FAQs. Double-clicking this action opens Agent Assist Hub, where you can manage all of your agent assist applications.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it. The icon for the Email script type - a large @ symbol in a diamond. The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape. The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it. The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line. The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it. The icon for the SMS script type - a smart phone with a chat bubble coming out of it. The icon for the Digital script type - a computer monitor with a smartphone next to it.
Generic Email Chat Phone Voicemail Work Item SMS Digital

Properties

Property Details
assistLaunchConfigName

The name of the agent assist application. This property is populated by Agent Assist Hub for some agent assistant types. For others, you may need to configure it. 

For Real-Time Interaction Guidance, enter the name of the Real-Time Interaction Guidance profile you want to connect to this action. If your organization has more than one profile, you must create a script for each profile.

AgentId

The agent assist application ID. The default variable is {agentId}.

For Real-Time Interaction Guidance, the variable used for this property depends on the direction of calls your script supports. For inbound calls, the variable must be {agentId}. For outbound calls, the variable must be {__agentId}, with two underscore characters. The variable is not case-sensitive.

Branches

Branch Details
Default Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
OnError Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable should be populated with a condensed explanation of the problem.