1.

Log in to Application Center Administration.

Log in to Application Center Administration with the account administrator credentials.

Logging in to Application Center Administration

2.

Configure the layout to include Agent Assist.

On the Layout Manager tab, add the Agent Assist widget to a new or existing layout.

Configuring a layout for Agent Assist

3.

Create or edit a UX profile. Assign the Agent Assist layout to the UX profile.

On the UX Profiles tab, create a copy of the default UX profile. Alternatively, edit an existing profile. Assign the layout you created for Agent Assist to the UX profile.

Adding a UX profile

Editing a UX profile

4.

Create or edit a profile and assign the UX profile to the user profile.

On the User Management tab, create a user profile and assign the UX profile you created for Agent Assist to the new user profile. Alternatively, assign the UX profile you created for Agent Assist to an existing user profile.

Select the UX profile you used from step 3 in the Workspaces UX Profile list.

Creating a profile

Editing a profile

Assigning a user to another profile

5.

Assign the profile with the Agent Assist widget to users.

On the User Management tab, assign the Agent Assist profile to users.

Assigning the profile with the Agent Assist widget to users

6.

Add a new provider for Agent Assist to deliver AI capabilities.

On the Agent Assist tab, add a new provider to connect Avaya Experience Platform™ Public Cloud and the AI provider.

This set of instructions uses Google Dialogflow as the provider.

Adding a new provider

7.

Add a new profile for Agent Assist.

On the Profile tab, add a new profile to configure the Agent Assist behavior and capabilities and associate it with queues.

Assigning an Agent Assist profile to any queue helps to get customized suggestions for different queues.

Adding a new profile for Agent Assist