Handling Agent Assist Suggestions

In Ignite, if Agent Assist is enabled in CC-Admin, then the system displays the suggestion side pane. This pane is displayed only for the interactions in the inbox. The suggestions appear automatically as the conversation progresses.

The system displays the default suggestions for the customer conversation. However, you can also change it for show agent messages to be displayed.

The suggestions have the following details displayed:
  • Click the message icon to navigate the message in the interaction pane and to view a list of suggestions.
  • The time stamp for each suggestion that you received from Google Agent Assist is displayed.
  • The message from the conversation for which the suggestion given is also displayed.
  • Click the button, by clicking which you can expand the relevant Frequently Asked Questions and Articles.
  • Articles:
    • You can have multiple articles as suggestions; the total number of articles is displayed at the top.
    • Articles are arranged based on the priority of recommendation; the most recommended article appears first.
    • Click buttons to views next or previous suggestions. Click buttons to navigate to the first and last suggestions.
    • The articles displayed will contain a title and a snippet. If there is no title, then the system displays only the snippet.
    • Click the Send Snippet icon to send the snippet as a message in the conversation.
    • Click the icon to send the pdf link of that article as a message in the conversation.
    • Click the icon to open an article in a new browser tab, which can be used to view the full article.
    • Click the icon to provide feedback for the article suggestion. The system displays the following options:
      • Correct
      • Partially
      • Wrong

      Feedback helps to refine the suggestions, if the context of the conversation is similar.

  • FAQs:
    • You can have multiple FAQs as suggestions; the total number of FAQs are displayed at the top.
    • FAQs are arranged based on the priority of recommendation; the most recommended FAQ appears first.
    • Click buttons to views next or previous suggestions. Click buttons to navigate to the first and last suggestions.
    • The FAQs have answers listed. Click the Send Answer button to send the answer as a message in the conversation.
    • Click the icon to provide feedback for an FAQ suggestion. The system displays the following options:
      • Correct
      • Partially
      • Wrong

      Feedback helps to refine the suggestions, if the context of the conversation is similar.

Note: If there are more than 50 suggestions for a conversation, when you close the conversation or refresh the browser, by default the system displays the last 50 suggestions with the recent suggestions towards the bottom.

To view the previous suggestions, scroll up to load 50 previous suggestions.

Parent topic: Handling Contact Center Messenger in Ignite
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