Agent Assist

The “Logic + Agent Assist” panel is a mechanism that facilitates displaying data within the interaction user interface in the Sharpen Q. It enables agents to access caller information through seamless integration with other system components, such as the Integration panel. Typically, this is achieved via API calls performing Automatic Number Identification (ANI) lookups, which retrieves and presents comprehensive caller details directly to the agent's workspace.

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Figure 1: Logic+ Agent Assist panel

Using this panel

The Agent Assist panel is a valuable tool designed to enhance agent productivity by providing critical interaction details in real time. This feature streamlines workflows and improves efficiency, enabling agents to handle tasks more effectively.

Key capabilities include:

• Displaying essential interaction details within the Sharpen Q UI

• Optimizing agent performance by delivering relevant insights

Configuration

The Subroutine panel has the following settings as shown in Figure 2:

1. Set as Flow Initiator: Selecting "Set as Flow Initiator" designates this panel as the starting point of the IVR flow. Once initiated, the system will proceed to subsequent panels within the Logic+ flow.

2. Panel Name: Choose a clear and consistent name for the panel. Additionally, specify the variable name to update—if the variable does not already exist, it will be created automatically

3. Panel Description: Provide a concise yet informative description of the panel, outlining its purpose and functionality. This serves as essential documentation, helping others understand its intended use at a glance.

4. Content: The text box allows you to pass important information to agents within the Sharpen Q UI. This can include formatted variables using $() to dynamically display data from previous panels, or even URLs for agent interaction.

5. Exit Paths: Use the dropdown menu to link this panel to another within your flow. Any output from this panel will automatically transition to the selected panel.

 

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Figure 2: Configuring the Agent Assist panel.

 

Sharpen UI Example

In the example below, an integration panel performs an ANI lookup to retrieve caller information. Specifically, it acquires the Member ID and stores it in a variable named $(memberID). This variable is then placed in the Content text box in the Agent Assist panel, allowing the data to be displayed to the agent within the Sharpen Q UI.