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What is Agent Insights?
Answer ID 12851 |
Last Review Date 06/04/2024
What is Agent Insights?
Environment:
Oracle B2C Service
Resolution:
Ever dreamed of guiding your agents in real-time during their interactions and giving them a one-click way to act on your suggestions? That's exactly what the Agent Insights feature delivers! Imagine a central hub on the agent's desktop, where they can swiftly access crucial real-time data and a list of next best actions, all geared to enhance their customer engagements. Get ready to revolutionize your customer support experience!
When configured (Please see answer: Agent Insights Configuring Connections), an Insight Icon that resembles a robot will display on the right side of the agent's desktop, near the Standard Text and Knowledge Base tools. When the Insight Panel is opened, it will display informational cards known as Insight Cards. These cards can help the agent with the next best action to try and answer or solve the incident in focus.
What are the components of Agent Insights?
- Insight Panel – Appears adjacent to the incident workspace in Browser UI
- Insight Cards – Each Insight response creates a card within the side panel and has a title, description, suggested action, and options to execute the action, dismiss the action, or flip the card for additional information
- Agent Insights Administrative Page – An administration page to configure one or more 3rd party REST endpoints and Oracle Digital Assistance connection
- Extensibility – Leverage registered actions within the extensibility framework to format data for insights requests, insights response, or insights cards
Card Types
- The following card types, with associated actions, are supported:
- Open Related Incident – Opens an incident in a separate tab
- Add Standard Text – Adds Standard Text content to incident response thread
- Invoke Guide – Launches Guide
- Add Knowledgebase Article – Adds a Knowledge Article to the incident response thread
- Update field – Updates an incident workspace field to a specific value
- Fire a Named Event – Fires a named event
- Open Intelligent Advisor – Opens an Intelligent Advisor interview in a new window
How can I configure Agent Insights with Workspace Rules?
The Incident Workspace Rule editor has an Action called 'show an insight'. When selected, you can add a Title, Message, and Named Event. If you prefer your Agent Insights to be more visual, you can add HTML to the Title and Message fields to customize the appearance to your preferred style. A corresponding Workspace Rule, Script, or Workflow can be configured to trigger on the Named Event and execute whatever action you've configured. The trigger is executed when the agent selects the check mark on the card, to accept.
Each Card has options to accept or dismiss; cards can be ignored as well. The Insights Panel only appears when suggestions are available that meet the Workspace Rule trigger and conditions. The Panel can also be collapsed as needed.
Can I use a third-party connection?
Yes, a third-party REST API can be set up in the Agent Insights Administrative Page. Please see answer Agent Insights Configuring Connections
Yes, a third-party REST API can be set up in the Agent Insights Administrative Page. Please see answer Agent Insights Configuring Connections
How is Agent Insights integrated with Oracle Digital Assistance?
We are in the early adopter phase of the new feature for real time suggestions powered by Oracle Digital Assistance. For more information, please see Agent Insights real-time suggestions for non-chat agents in BUI.doc
We are in the early adopter phase of the new feature for real time suggestions powered by Oracle Digital Assistance. For more information, please see Agent Insights real-time suggestions for non-chat agents in BUI.doc
How are extensions used in Agent Insights?
Leverage registered actions within the extensibility framework to format data for insights requests, insights response, or insights cards. Please See Agent Insights Configuring Connections
Leverage registered actions within the extensibility framework to format data for insights requests, insights response, or insights cards. Please See Agent Insights Configuring Connections
Can I hide the Insight Panel?
The Insight Panel will open by default in the right side of an incident when the incident opens. If you prefer the Agent Insights panel not to render automatically when an incident is opened, agents can adjust this setting in their preferences. They can find the Workspace preferences page in the Settings menu by clicking on their avatar in the top right corner of their desktop.
The Insight Panel will open by default in the right side of an incident when the incident opens. If you prefer the Agent Insights panel not to render automatically when an incident is opened, agents can adjust this setting in their preferences. They can find the Workspace preferences page in the Settings menu by clicking on their avatar in the top right corner of their desktop.
When hidden and an incident opens the Insight Panel will not open. If there is an Insight Card in the Insight Panel, a red circle with the count of how many Insight Cards will display on the Insight Icon to notify the agent there are Insights to review. The agent can click on the Insight icon and the Insight panel will open showing the Insight cards.
