Copilot for Agents Setup

This overview is for administrators. If you're an agent, learn about using Copilot for Agents in Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated). If you're an organizational leader or an administrator, learn more about Copilot for Agents and the features it supports. Administrators can also learn about setting up agent assist application integrations in general.

Copilot for Agents is set up and managed in General. It also requires a connection to Agent Assist Hub. It appears to agents inside NiCE CXone Agent Workspace (Agent) applications.

Requirements

In order to use Copilot for Agents, you must:

• Use Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated) as your agent application.

• Have an Knowledge Management (Expert) knowledge base A knowledge management system that hosts knowledge articles. or a Knowledge Hub knowledge base.

• Have a NiCE CXone Bot Builder bot configured for integration with Copilot for Agents if you want to enable agents to use AI Agents (Cognigy) for Process Automation (Task Assist).

• Have a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. or other third-party system integrated with NiCE CXone if you want to enable agents to use AI Agents (Cognigy) for Process Automation (Task Assist).

Copilot for Agents Setup and Configuration

You must work with your Account Representative for the initial setup process. Copilot for Agents must be enabled for your organization. Copilot for Agents requires access to Agent Assist Hub, so it must also be enabled, if it isn't already. For details on how to enable application and assign permissions refer to Manage Roles and AI Studio Permissions topic.

After the initial setup is complete, you can complete the configuration process. The process requires that you create at least one Copilot for Agents profile in Admin > AI Studio > Profiles. Once you've created a profile, you must select it in the AGENT ASSIST action in your Studio script. This connects Copilot for Agents to the interactions and skills you want it to be available for.

For voice interactions, ensure that the Studio script includes the CC Create action. Journey summary depends on contact history, which is generated only when CC Create is present in the script.

Copilot for Agents Profiles

Copilot for Agents profiles allow you to define the settings for Copilot for Agents. You can specify the persona description, tone, channel Various voice and digital communication mediums that facilitate customer interactions in a contact center., features, knowledge base, target response lengths, and more. You can create one or more Copilot for Agents profiles. Create multiple profiles to customize the Copilot for Agents experience for different business requirements.

CRM Integration

You can have the Copilot Automated Summary (AutoSummary) passed into any supported CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. application. This makes the Copilot Automated Summary (AutoSummary) from a previous conversation with the contact available in the CRM. Other agents who handle interactions with the contact can quickly understand the contact's history with your organization. Without a CRM integration, the Copilot Automated Summary (AutoSummary) isn't visible to other agents.

If your CRM is already integrated with Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated), you can configure Copilot for Agents data to be passed to the CRM. If you haven't integrated your CRM with Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated) yet, you must do that first.

To enable Copilot for Agents data to pass to the CRM, you need to add a data mapping on the Agent Integrations page in NiCE CXone. Specifically, you must create a data mapping for the Contact entity type that has Disposition Notes selected in the NiCE CXone Data field. This connects the Disposition Notes field in Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), and Agent Workspace (Browser Extension) (Agent Integrated) to the field in your CRM where you want the summary to be saved.

Process Steps

Process steps is a feature for Copilot for Agents that breaks down KB answers into individual steps. Agents can walk contacts through a solution to their issue by sending them one step at a time. They no longer have to send a full paragraph to describe a solution. This improves both agent and customer satisfaction by making things simpler.

To enable process steps, your Account Representative must first enable it for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.. Once that's done, you can enable Process Steps in Copilot for Agents profiles.