views.CaseSideRegion.order
Section: interaction-workspace
Default Value: AgentAssistSuggestionsView,CoBrowseView,ContactView,SRLView,RelatedView
Valid Values: A comma-separated list of valid view names from the following list (plus the custom views specified by the section names in the option 'interaction.web-content'): ExtensionSectionName,CoBrowseView,ContactView,SRLView,RelatedView. CoBrowseView is not supported for on-premises deployments.
Changes Take Effect: Immediately
Introduced: 9.0.000.31
Modified: 9.0.000.94, 9.0.000.93, 9.0.000.68
Specifies the order (left to right, top to bottom) in which the views are displayed in the Case Side Region. If this option is not configured, then the default ordering is used. If you do not specify all the options, then the default setting is used for any item not specified.
views.CaseSideRegion.activate-order
Section: interaction-workspace
Default Value: AgentAssistSuggestionsView,ContactView,SRLView,RelatedView,CoBrowseView
Valid Values: A comma-separated list of valid view names from the following list (plus the custom views specified by the section names in the option 'interaction.web-content'): ContactView,ExtensionSectionName,SRLView,RelatedView,CoBrowseView. CoBrowseView is not supported for on-premises deployments.
Changes Take Effect: Immediately
Introduced: 9.0.000.31
Modified: 9.0.000.94, 9.0.000.93, 9.0.000.68
Specifies, in order of precedence, the view selected by default in the Case Side Region. (The default view is the first configured view, if visible; otherwise, it's the second configured view, if visible, and so on.) If this option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used, except where an item order is specified.
| Line 1: | Line 1: | ||
=Agent Assist= | =Agent Assist= | ||
| − | [https://all.docs.genesys.com/GAA/agent-assist-overview Agent Assist] enables agents to access real-time voice transcription and real-time FAQ suggestions. Agents can | + | [https://all.docs.genesys.com/GAA/agent-assist-overview Agent Assist] enables agents to access real-time voice transcription and real-time knowledge base and FAQ suggestions. Agents can read or paraphrase them on a voice call. |
| − | To enable Agent Assist, allow the following privilege in the <tt>interaction-workspace</tt> section of the agent or agent group annex: '''privilege.agent-assist | + | ==Basic set up== |
| + | To enable Agent Assist, allow the following privilege in the <tt>interaction-workspace</tt> section of the agent or agent group annex: '''privilege.agent-assist.can-use''' | ||
Use the '''agent-assist-athena.service-url''' to specify the URL of the Athena service to access the Agent Assist API. Note, this option does not support multi-region deployments. | Use the '''agent-assist-athena.service-url''' to specify the URL of the Athena service to access the Agent Assist API. Note, this option does not support multi-region deployments. | ||
| + | To enable the agent to use the Agent Assist UI voice call transcript feature, set the value of the '''agent-assist.voice-transcript.enable''' option to '''true'''. | ||
| + | |||
| + | If you want your agents to access Smart Replies while on a call, set the value of the '''agent-assist.voice-transcript.smart-reply.enable''' option to '''true'''. Smart Replies ??? | ||
| + | |||
| + | ==Confidence and feedback== | ||
| + | |||
| + | agent-assist.suggestion.enable | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: Enable Suggestions | ||
| + | * Description: Specifies whether or not to show the suggestion view. | ||
| + | * Valid Description: true, false. | ||
| + | * Default: true | ||
| + | |||
| + | agent-assist.confidence.faq.enable | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: Enable Confidence (FAQ) | ||
| + | * Description: Specifies whether or not to show the confidence percentage for FAQ suggestions. | ||
| + | * Valid Description: true, false. | ||
| + | * Default: true | ||
| + | |||
| + | agent-assist.confidence.article.enable | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: Enable Confidence (Article) | ||
| + | * Description: Specifies whether or not to show the confidence percentage for article suggestions. | ||
| + | * Valid Description: true, false. | ||
| + | * Default: true | ||
| + | |||
| + | agent-assist.confidence.smart-reply.enable | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: Enable Confidence (Smart Replies) | ||
| + | * Description: Specifies whether or not to show the confidence percentage for smart replies in the tooltip. | ||
| + | * Valid Description: true, false. | ||
| + | * Default: true | ||
| + | |||
| + | agent-assist.confidence.faq.threshold.low | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: Low Threshold for Confidence Color | ||
| + | * Description: Low threshold in percentage to specify the confidence color for FAQ suggestions (red < yellow). It must be less than the option 'agent-assist.confidence.faq.threshold.high'. | ||
| + | * Valid Description: An integer value between 0 and 100. | ||
| + | * Default: 50 | ||
| + | |||
| + | agent-assist.confidence.faq.threshold.high | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: High Threshold for Confidence Color | ||
| + | * Description: High threshold in percentage to specify the confidence color for FAQ suggestions (yellow < green). It must be more than the option 'agent-assist.confidence.faq.threshold.low'. | ||
| + | * Valid Description: An integer value between 0 and 100. | ||
| + | * Default: 80 | ||
| + | |||
| + | agent-assist.confidence.article.threshold.low | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: Low Threshold for Confidence Color | ||
| + | * Description: Low threshold in percentage to specify the confidence color for article suggestions (red < yellow). It must be less than the option 'agent-assist.confidence.article.threshold.high'. | ||
| + | * Valid Description: An integer value between 0 and 100. | ||
| + | * Default: 50 | ||
| + | |||
| + | agent-assist.confidence.article.threshold.high | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: High Threshold for Confidence Color | ||
| + | * Description: High threshold in percentage to specify the confidence color for article suggestions (yellow < green). It must be more than the option 'agent-assist.confidence.article.threshold.low'. | ||
| + | * Valid Description: An integer value between 0 and 100. | ||
| + | * Default: 80 | ||
| + | |||
| + | agent-assist.feedback.faq.enable | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: Enable Feedback Buttons (FAQ) | ||
| + | * Description: Specifies whether or not to show the feedback buttons for FAQ suggestions. | ||
| + | * Valid Description: true, false. | ||
| + | * Default: true | ||
| + | |||
| + | agent-assist.feedback.article.enable | ||
| + | * Category: Agent Assist Athena | ||
| + | * Display Name: Enable Feedback Buttons (Article) | ||
| + | * Description: Specifies whether or not to show the feedback buttons for article suggestions. | ||
| + | * Valid Description: true, false. | ||
| + | * Default: true | ||
| + | |||
| + | ==Activation order== | ||
To manage the display and activation order of the '''Agent Assist''' tab in the Agent Workspace UI, configure the following options: | To manage the display and activation order of the '''Agent Assist''' tab in the Agent Workspace UI, configure the following options: | ||
Revision as of 14:54, May 17, 2022
Agent Assist
Agent Assist enables agents to access real-time voice transcription and real-time knowledge base and FAQ suggestions. Agents can read or paraphrase them on a voice call.
Basic set up
To enable Agent Assist, allow the following privilege in the interaction-workspace section of the agent or agent group annex: privilege.agent-assist.can-use
Use the agent-assist-athena.service-url to specify the URL of the Athena service to access the Agent Assist API. Note, this option does not support multi-region deployments.
To enable the agent to use the Agent Assist UI voice call transcript feature, set the value of the agent-assist.voice-transcript.enable option to true.
If you want your agents to access Smart Replies while on a call, set the value of the agent-assist.voice-transcript.smart-reply.enable option to true. Smart Replies ???
Confidence and feedback
agent-assist.suggestion.enable
- Category: Agent Assist Athena
- Display Name: Enable Suggestions
- Description: Specifies whether or not to show the suggestion view.
- Valid Description: true, false.
- Default: true
agent-assist.confidence.faq.enable
- Category: Agent Assist Athena
- Display Name: Enable Confidence (FAQ)
- Description: Specifies whether or not to show the confidence percentage for FAQ suggestions.
- Valid Description: true, false.
- Default: true
agent-assist.confidence.article.enable
- Category: Agent Assist Athena
- Display Name: Enable Confidence (Article)
- Description: Specifies whether or not to show the confidence percentage for article suggestions.
- Valid Description: true, false.
- Default: true
agent-assist.confidence.smart-reply.enable
- Category: Agent Assist Athena
- Display Name: Enable Confidence (Smart Replies)
- Description: Specifies whether or not to show the confidence percentage for smart replies in the tooltip.
- Valid Description: true, false.
- Default: true
agent-assist.confidence.faq.threshold.low
- Category: Agent Assist Athena
- Display Name: Low Threshold for Confidence Color
- Description: Low threshold in percentage to specify the confidence color for FAQ suggestions (red < yellow). It must be less than the option 'agent-assist.confidence.faq.threshold.high'.
- Valid Description: An integer value between 0 and 100.
- Default: 50
agent-assist.confidence.faq.threshold.high
- Category: Agent Assist Athena
- Display Name: High Threshold for Confidence Color
- Description: High threshold in percentage to specify the confidence color for FAQ suggestions (yellow < green). It must be more than the option 'agent-assist.confidence.faq.threshold.low'.
- Valid Description: An integer value between 0 and 100.
- Default: 80
agent-assist.confidence.article.threshold.low
- Category: Agent Assist Athena
- Display Name: Low Threshold for Confidence Color
- Description: Low threshold in percentage to specify the confidence color for article suggestions (red < yellow). It must be less than the option 'agent-assist.confidence.article.threshold.high'.
- Valid Description: An integer value between 0 and 100.
- Default: 50
agent-assist.confidence.article.threshold.high
- Category: Agent Assist Athena
- Display Name: High Threshold for Confidence Color
- Description: High threshold in percentage to specify the confidence color for article suggestions (yellow < green). It must be more than the option 'agent-assist.confidence.article.threshold.low'.
- Valid Description: An integer value between 0 and 100.
- Default: 80
agent-assist.feedback.faq.enable
- Category: Agent Assist Athena
- Display Name: Enable Feedback Buttons (FAQ)
- Description: Specifies whether or not to show the feedback buttons for FAQ suggestions.
- Valid Description: true, false.
- Default: true
agent-assist.feedback.article.enable
- Category: Agent Assist Athena
- Display Name: Enable Feedback Buttons (Article)
- Description: Specifies whether or not to show the feedback buttons for article suggestions.
- Valid Description: true, false.
- Default: true
Activation order
To manage the display and activation order of the Agent Assist tab in the Agent Workspace UI, configure the following options: