The following checklist describes the tasks to configure Agent Assist for Avaya Experience Platform™ (On-Prem + Connect) in Application Center Administration.
Note:
The Agent Assist feature is available for Avaya Experience Platform™ (On-Prem + Connect) advanced bundle customers.
No |
Task |
Description |
Notes |
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. |
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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. |
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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™ (On-Prem + Connect) and the AI provider. This set of instructions uses Google Dialogflow as the provider. |
Adding a new provider |
7 |
Configure the languages. |
On the Agent Assist tab, configure the languages to display on the widget. |
Configuring the languages |
8 |
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 skills. Assigning an Agent Assist profile to any skill helps to get customized suggestions for different skills. |
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