Adding a new profile for Agent Assist

Last Updated : Oct 15, 2024 |

About this task

Create profiles for Agent Assist to use queue-based profile selection. You can assign profiles to different queues to enable agents to receive customized suggestions for different queues and business needs. Customized suggestions increase the relevance of the responses and remove irrelevant responses for different queues. For example, you can create a profile dedicated to sales-related queries and assign it to a queue to receive only sales-related suggested responses.

Before you begin

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

Procedure

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

    Application Center Administration displays the New profile pane.

  3. In the Profile Name field, type a name for the new profile.
  4. In the Select Provider list, select a provider.
  5. In the Conversation Profile Name list, select a conversation profile.
  6. To enable the features for the new profile, next to the feature name, enable the switches:

    • Summarization

    • Frequently Asked Questions

    • Knowledge Base

  7. To make the current profile settings the default configuration, enable the Default Configuration switch.
  8. Click Save.