Collapse
Submit a Service Request
Contact Information for Technical Support
My Service Notifications
Agent Insights Configuring Connections
Answer ID 12852 |
Last Review Date 06/04/2024
How can I configure an endpoint configuration for REST API or set up real-time suggestions using Oracle Digital Assistance (ODA) using Agent Insights?
Environment:
Oracle B2C Service
Resolution:
Sites are automatically enabled to create a connection for REST API. We are in the early adopter phase of the new feature “Agent Insight Suggestions powered by Oracle Digital Assistant”. For more information, please see Agent Insights suggestions for non-chat agents in BUI
To create a new connection, login as a user with Administrator permission. First open the Administration page via the navigation set control. The default location of the Administration page is in the Configuration folder. Once the Administration page has been opened, then locate the Agent Insights card on that page and click on it to open the Agent Insight Configuration editor.
Select Add New to create a new connection or select an item from the list to make modifications to an existing connection.
Integrations can be configured between Oracle B2C Service and a 3rd party REST endpoint directly, assuming the data format between the endpoints does not require modification. If the data requires modification, administrators can create and upload an extension with actions to execute the translation. In those cases, the actions must be registered in the endpoint configuration UI using the extensibility action fields below. See the Extensibility section below.
Note that it is possible to configure multiple endpoints. In those cases, the configuration process is the same as described above and incident data will be sent to all configured endpoints on incident open, provided that the user’s profile has access to the configured endpoints.
Below is a description of the fields included in the Agent Insights configuration page:
Basic Info (Required)
Field Name and Description:
- Endpoint Name: It is an Informal endpoint name.
- Profiles with Insight Access: User profile(s) with permission to view Insights cards derived from the configured endpoint.
- Insight Connection Type: Rest or Oracle Digital Assistance (ODA).
Extension Details
Use the options below if data requires modification. Administrators can create and upload extension(s) with actions to execute data translation. In these cases, the actions must be registered in the endpoint configuration UI using the extensibility action fields below.
Use the options below if data requires modification. Administrators can create and upload extension(s) with actions to execute data translation. In these cases, the actions must be registered in the endpoint configuration UI using the extensibility action fields below.
Field Name and Description:
- Get Insights Response Extensibility Action: Name of the registered action (from extensibility) that can return insights to display in the Insights Panel.
- Convert Insights Request Extensibility Action: Name of the registered action (from extensibility) that formats requests going to the 3rd party REST endpoint.
- Convert Insights Response Extensibility Action: Name of the registered action (from extensibility) that formats responses coming from the 3rd party REST endpoint.
- Convert Insight Feedback Extensibility Action: Name of the registered action (from extensibility) that formats feedback requests going to the 3rd party REST endpoint.
After the endpoint has been saved in the Agent Insights Editor, it can be viewed in the External Objects report. Some endpoint data can be modified from the External Objects report; full edit access is available through the Agent Insights Editor.
Connection Details for REST Connection
Field Name and Description:
Field Name and Description:
- Endpoint REST URL: 3rd party REST endpoint base URL to receive incident data from B2C Service.
- Relative Path for the Insight Request: The relative path that will be appended to the base URL to receive insights data.
- Relative Path for the Insight Feedback: The relative path that will be appended to the base URL to send the feedback to the 3rd party REST endpoint
- Authentication Type: Basic Authentication/Bearer Token/OAuth2
Fields to provide the authentication will be shown based on the authentication type selected.
For ODA connections, the ODA channel details need to be provided in the connection details section.
Insights from workspace rules and agent insights editor are supported only in incident workspaces currently. From extensions, insights can be added to incident and interaction workspaces.
What actions can be performed in single click from agent insights?
Insights added from REST/ODA end points can be of different types. Please See Answer: What is Agent Insights?
Insights added from REST/ODA end points can be of different types. Please See Answer: What is Agent Insights?
