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Configure Agent Assist recommendations in Agent Workspace

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Configure Agent Assist recommendations in Agent Workspace

Configure Agent Assist to display recommended actions for agents for specified trends.

Before you begin

Role required: admin

About this task

After you enable and configure Predictive Intelligence and the similarity analyzer, you can define the recommended messaging, display, and actions for the specified trends. You can also prioritize that the best recommendations display when multiple trends return.

Procedure

  1. Navigate to Agent Assist Recommendation > Agent Assist Recommendations.
    You can also use the Agent Workspace Guided Setup Search > Agent Assist Recommendations > Configure.
  2. Click New to create a new Agent Assist recommendation or open an existing recommendation to edit the recommendation.
  3. On the form, fill in the fields.
    Table 1. Agent Assist Recommendation form
    Field Description
    Name Name of the recommendation.
    Table Configuration Pointer to the table configuration record.
    Source type Source to use for the recommendation:
    • Script
    • Predictive Intelligence
    Solution Definition Pointer to the solution definition record.
    Script Script that you can add to define a query that returns records for analysis.
    Active Option that you can select to use this recommendation.
    Order Integer value that determines the priority of this recommendation versus all other recommendations. A lower value means that there is a greater priority for the recommendation.
  4. Click Submit.
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