Adding a new profile for Agent Assist

Last Updated : Oct 14, 2024 |

About this task

You can create profiles for Agent Assist to support skill-based profile selection. You can assign profiles to different skills to enable agents to receive customized suggestions for different skills and business needs. It increases the relevance of the responses and removes irrelevant responses for different skills. For example, you can create a profile dedicated to sales-related queries and assign it to a skill to receive only sales-related suggested responses.

Before you begin

Ensure that you have an existing Agent Assist provider or have completed the previous actions to create a new one.

Procedure

In the navigation tree, click Contact Center > Agent Assist.
On the Profile tab, click Add New Profile.

Application Center Administration displays the New profile pane.
In the Profile Name field, type a name for the new profile.
In the Select Provider list, select a provider.
In the Conversation Profile Name list, select a conversation profile.

You can administer the conversation profiles inside the Google CCAI platform.
To enable the features for the new profile, next to the feature name, enable the switches:
- Summarization
- Frequently Asked Questions
- Knowledge Base
To make the current profile settings the default configuration, enable the Default Configuration switch.
Click Save.

After you save the changes, you can update the profile details in the Edit Profile pane. However, the skills or queues details are read-only, and these appear after you assign a skill or a queue to a profile. You cannot remove or add skills or queues from this tab.

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