Real Time AI Policies

Real Time AI Policy lets you define and manage the rules that trigger Agent Workspace (Agent) Copilot during voice interactions processed through Real-Time Third Party Telephony Recording (Multi-ACD). This feature supports Engagement Hub (Multi‑Omnichannel Routing (ACD)) users who use Agent Assist with third‑party Omnichannel Routing (ACD)s such as Avaya or Cisco.

With Real Time AI Policy, you can:

• Create, update, and deactivate policies.

• Control when Agent Workspace (Agent)Copilot is activated for an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

• Apply rules Used to define a bot response to messages that don't change with context. based on agent Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel)., team, call attributes, and business data.

• Manage rule priority so the system applies the correct policy when multiple rules match.

Real Time AI Policy is available only for tenants High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. that have:

• Real Time AI Policy permission enabled

  The Admin role State that allows an agent to complete work requirements after finishing an interaction. includes this permission, but it is disabled by default.

• AI Studio license enabled and at least one of the following applications:

  • Copilot for Agents Engagement Hub (Multi‑Omnichannel Routing (ACD))

  • Automated Summary (AutoSummary) for Engagement Hub (Multi‑Omnichannel Routing (ACD))

Creating and Managing Policies

Each policy represents a set of conditions that determine when Agent Workspace (Agent) Copilot should engage on a call.

1. Go to Admin > Recording Management (CXone) > Real Time AI Policies.

2. Click New Policy. The app displays the policy creation form, where you define the settings and scope for a new real‑time AI policy.

3. Select the required profiles:

   • Agent Copilot Profile: Defines which Agent Workspace (Agent)Copilot behavior and features will be available during the interaction.

   • Transcription Profile: Determines how audio is transcribed in real time (engine, language, participant settings).

4. Define the policy filters by specifying one or more of the following:

   • Teams or Employees

   • Call Direction The metric direction upwards or downwards. (Inbound From NiCE CXone to you. or Outbound From you to NiCE CXone.)

   • Business Data

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5. Click Save.

6. To edit policy details, click edit .

7. To deactivate or activate a policy, select the checkbox next to the policy and click Deactivate or Activate.

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Managing Policy Priority

When more than one policy matches an interaction, priority determines which rule is applied. The first matching rule in the list is the one the policy engine uses.

1. Go to Admin > Recording Management (CXone) > Real Time AI Policies.

2. Click Prioritize.

3. Select a policy and click Move Up or Move Down. You can also click and drag to reorder the policies.

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4. Click Save.