Handling Smart Suggestions

Smart Suggestions is a new feature supported in MiContact Center Business. This feature provides Agents real-time suggestions for interacting with customers. It also helps the Agents to reuse suggestions coming from historical data and reply templates in a new interaction. The suggestions are picked from the database based on matching keywords found in case notes, global reply templates, and chat, email, and SMS interactions.

This feature is available as the Suggestions drop-down menu in Ignite. A text box for manual search is also available.

Note: By default, the Smart Suggestions feature is enabled in YSE for a customer. An administrator can disable the Smart Suggestions feature in YSE > Enterprise > Smart Suggestions and select the Enable Smart Suggestions check box for customers who do not want to use it.

An administrator can enable or disable Smart Suggestions for particular Agents and Supervisors. To do this, go to YSE > Security Roles, and select a security role. Select the Ignite tab, and toggle May See Suggestions, to enable and to disable the feature. This option is set to ON by default.

Note: If an administrator sets the Enable Smart Suggestions option in YSE to ON and sets the May see suggestions option to OFF or vice versa for an Agent or Supervisor, the Ignite UI for Smart Suggestions does not appear for that Agent or Supervisor. Agent and Supervisor must logout and login if the UI elements were already loaded on the browser.

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