Agent Assist hub

Agent Assist hub

The Agent Assist hub is a new panel in the agent desktop that combines generative knowledge assist and agent coaching features in a single unified interface. The Agent Assist hub contains a knowledge assist module that is a 1:1 functional replacement of the agent desktop knowledge assist panel.

Important:

• For any agents that are signed into your contact center at the moment we update it, the new Knowledge Assist module will stop working. To fix this problem, the agent needs to sign out of the contact center and sign in again. The Knowledge Assist module will begin working. Agents who sign into your contact center after we update it won't be affected by this issue. • When we roll out this change, your Google Cloud CCaaS instance will be updated automatically - you don't need to change any configurations. However, you should tell your agents to sign out of your contact center and sign in again if the Knowledge Assist module within the Agent Assist Hub panel isn't working for them. Your agents do not need to take action If your instance is configured as a Critical deployment and is updated outside of the contact center hours of operation.

Administrators: We've made the following updates to the CCAI Platform portal:

• We've reorganized the Agent Assist panels at Settings > Call > Agent Assist and Settings > Chat > Agent Assist as follows:

Settings are now grouped in Knowledge & Guidance and Conversation Insights sections. • The Knowledge & Guidance section contains a new Agent Assist Hub option.

A new Agent Assist Hub panel is available in the desktop layout builder of the agent desktop.