Agent Assist

Integration node for Agent Assist, also known as Real-Time Guidance (RTG).

Parameters

Inputs

Audio

 One Channel Audio Input

Events

Outputs

Audio

 none

Events

Remarks

Requirements

License

To check the active licenses of agents, you can go to the Administration->License Management -> User Licenses tab in CA Web Interface. The RTG Licenses are under the RTG Tab.

"StartMessage" requirements

"StartMessage" should contain

• At least one definition under "CallProperties.UserProperties" except for AgentName. This lets the node to determine the agent and corresponding scenarios in this session. Since AgentName cannot be used to determine the agent, we need one of the other unique identifiers.
• Definitions for ChannelTags. This specifies which channel belongs to the customer and which to the agent.
• Other fields are optional.

  {
    "CallProperties": 
    {
      "ExternalId":"", // string 
      "UserProperties":
      {
        "AgentName":"",     // string
        "DeviceId":"",      //string
        "ExternalId":"",    //string
        "PbxAgentId":""     //string
      },
      "CustomerPhoneNumber": "",    // string 
      "Direction": 1,               // integer 
      "CallerNumber":"",            // string 
      "CalledNumber":"",            // string
      "CallStartTime":""            // ISO 8601 DateTime formatted string
    },
    "CA":{
        "TextBased": false // True if the call is text only.
    }
    "Settings":
    {
      "ChannelTags": 
      [
        "a_tag_for_channel_0",                          //string seperated by "," or ";"
        "a_tag_for_channel_1;another_tag_for_channel_1" //string separated by "," or ";"
      ]
    }    
  }

"StartMessage" example

  {
    "CallProperties": 
    {
     "ExternalId":"a_valid_call_id",
     "UserProperties":
      {
        "PbxAgentId":"a_valid_pbx_agent_id"
        "ExternalId":"a_valid_external_id"
      },
      "CallStartTime":"2022-10-31T09:00:00Z"
    },
    "Settings":
    {
      "ChannelTags": 
      [
        "agent",
        "customer"
      ]    
    }
  }

Workflow

This node has many responsibilities to make sure Agent Assist (RTG) works properly.

• Pulls RTG Settings and configures Conversation Insights.
• Pulls and filters the applicable RTG Scenarios.
• Analyzes each event for Speed, Monotonicity, Sentiment ,Phrase Matches, and Checklists.
• Sends Transcripts to RTG Dashboard.
• Sends audio input to RTG Dashboard for Live-Listen when requested.
• Sends "RTG Supervisor Message" event when a supervisor message is received.
• Sends transcripts to Generative AI for AI Generated Scenario Analysis every few turns based on the node configuration.

Moments

While information is flowing to RTG, call related events can be observed in the RTG Moments board.

RTG Dashboard

At the start of session, the node notifies RTG that the determined agent is on a call. Which changes the Conversation Status of the agent in RTG Dashboard.
Upon receiving CallStateUpdate events from the client, or when the call ends, the node informs RTG to change the conversation Status accordingly.

Transcripts

Agent assist node provides transcripts to RTG Dashboard in real time. It also includes customer side sentiment information in the transcripts if available.

Project Structure

The Agent Assist node requires a Channel Switch node. Input from two SR Http nodes, Emotion from the Agent channel, and Sentiment from the Customer channel.

For Text-Based calls, a Text Correction node is recommended. The incoming "Chat Message" events will also enter sentiment recognition for the customer channel.

Only one of "SR Milestone", "Translation", and "Chat Message" events should be received per channel. So, if the project uses a Translation Node, the SR nodes shouldn't be directly connected to the Agent Assist node.

The default project ca-online in Data Flow contains a ready to use Agent Assist node.

Supported flow types

Stream

Release Notes