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Environment:
Agent Browser UI
Agent Insights

Requirements:
Hot Topics

Resolution:

Similar Incidents, powered by Hot Topics, delivers intelligent, real-time insights by surfacing incidents related to the one currently being handled. When configured in the Agent Insight Administration page and paired with Hot Topics, agents gain immediate access to potentially resolved cases—accelerating response times and boosting efficiency. For administrators, this feature offers visibility into recurring issues, enabling data-driven decisions and the opportunity to refine or create new business processes.

For additional information on Hot Topics, please refer to What is Hot Topics in Oracle B2C Service?

Configuring Similar Incidents

From the Administration page, navigate to the Agent Insights Administration card. This can be found in two places. It is found under the Workspace Configuration card or the AI Studios card. 

For more information on Agent Insights, please refer to What is Agent Insights?  

Select New to create a new Similar Incident configuration. 

Name: Add a name for the configuration. 

The switch control for Active, allows the admin to disable or enable the Similar Incident configuration. By default, this is enabled. 

The switch control for Execute on Open is also enabled by default. This means when the incident is first opened, if there is a similar incident the Agent Insight panel will open. This option can be disabled and the admin can set up a named event, workspace rule, or an extension to control when the Agent Insight panel will open for the agents. 

Named Event: This is not a required field. It can be used with Workspace Rules. For example, if the Execute on Open is disabled and there is a Named Event. The Named Event can be used in Workspace Rules to trigger the Agent Insight to open with Similar Incidents on a button click or some other action defined in the rule. 

Insight Connection Type: Select Similar Incidents

Notes: The administrator can jot down any specific notes for this connection. 

Created, Created By, Updated, and Updated By are fields that will be updated automatically with the admin staff account and dates. 

On the right site we have Profile Access. The admin can determine which profile is associated with this connection. Only one profile per Similar Insight connection. 

The next tab for Configuration allows the admin to filter on information they consider to be similar and will determine which incidents to share in the Insight panel. 

Minimum Confidence Score: Is the threshold that determines the reliability of the similar incidents that are displayed for the agent in the Insight panel.

Matching fields is a multi-select drop down menu where specific fields must match for it to be considered a similar incident. 

Status Types is also a multi-select drop down menu where the admin can select what status the incident is in. Only those incidents with the selected statuses will be considered as a similar incident. 

Maximum Number of Similar Incident sets the number of incidents that will display on the Insight panel at one time. If there are many incidents, at run time, the Insight cards will be stacked. The agent will have the ability to expand the stacked cards to see each incident individually. 

When Show Subject on Insight Cards is enabled, the subject of the incident will display on the Insight card.