Using Agent Assist - Knowledge Assist in the Insights panel in Agent Workspace
Provisioned feature
This feature is not enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
Agent Assist - Knowledge Assist delivers real-time, AI-generated knowledge suggestions directly within the Insights panel during live interactions, helping you access relevant information quickly without leaving your workflow.
You can receive suggestions automatically as the conversation progresses, or search the Knowledge Base manually at any time during an interaction.
For configuration information, see Agent Assist – Knowledge Assist in the Insights panel in Agent Workspace.
Prerequisites
Before you can use Agent Assist – Knowledge Assist, the following requirements must be met:
Prerequisite | Description |
|---|---|
Agent Workspace | Agent Workspace must be enabled in your user profile in User Admin. |
Agent Assist - Knowledge Assist | Your administrator must have provisioned and configured Agent Assist Advanced before you can access the Knowledge Base. Agent Assist Basic does not include Knowledge Base functionality. |
Limitations
Limitation | Description |
|---|---|
Session persistence | Results are lost after a page refresh or session reload. Manual search results are not saved. |
Transfers | Your manual search results are not visible to the agent receiving a transfer. Automatically generated suggestions remain visible after a transfer. |
Hold | Suggestions are not generated while the customer is on hold. |
Digital interactions | Related information suggestions for digital interactions are currently generated in English only. |
Accessing Agent Assist - Knowledge Assist
Agent Assist - Knowledge Assist is available during active voice and digital interactions in Agent Workspace.
Accept or initiate an interaction (voice or digital).
When a new suggestion is available, a notification appears at the bottom of the transcript view.
Click Open in the notification. The Agent Assist section opens in the Insights panel.
Keeping the panel open
You can keep the Agent Assist section open throughout the interaction. Suggestions update automatically as the conversation progresses - you do not need to reopen the panel for each new suggestion.
Using proactive knowledge suggestions
The system continuously analyses the live conversation in real time and automatically surfaces relevant knowledge suggestions as the interaction progresses.
The most recent suggestion appears at the top of the list.
Each suggestion displays an AI-generated summary and supporting source references.
Automatic suggestions are identified by a diamond star icon in the top right corner of the suggestion.
New suggestion notifications appear at the bottom of the transcript view as the conversation develops.
Using manual search
You can search the Knowledge Base at any time during an interaction using the search bar in the Insights panel.
In the Insights panel, locate the Search for related information field.
Enter a question, keyword, or specific customer issue.
Review the AI-generated summary and supporting source references in the results.
Identifying manual search results
Manual search results are visually distinguished from proactive suggestions by a user icon in the top right corner of the result.
Copying and reusing suggestions
While on an interaction, you can copy text from any suggestion and paste it directly into a reply, customer response, or agent note.
Locate the suggestion you want to use in the Insights panel.
Click Copy text to copy the suggestion content to your clipboard.
Paste the copied content into the reply box, agent notes, or any other relevant field.
Viewing source references
Each suggestion includes source references that you can expand for additional context and verification.
Locate the suggestion in the Insights panel.
Click the source references listed beneath the suggestion text to expand them.
Review the additional context provided.