Dynamic Agent Assist Workspace, Enhanced Live Agent Routing, and More in Cognigy.AI v4.57

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4 min read
Nhu Ho
Authors name: Nhu Ho August 15, 2023
Cognigy.AI_v4.57

The latest release introduces notable improvements in Cognigy Live Agent and Agent Assist.

Design a Dynamic Agent Assist Interface More Easily

Cognigy’s Agent Assist Workspace employs a grid layout that is fully customizable to your use case and requirements. Until now, you could create, modify, and delete the configuration through Agent Assist API.

The new Set Agent Assist Grid Node in v4.57 now lets you adjust the original configuration directly within Cognigy.AI Flow Editor as the conversation unfolds. Additionally, you can easily preview the grid layout during design.

Set Agent Assist Grid

Enhanced Conversation Routing in Cognigy Live Agent

Live Agent features an auto-assignment system based on round-robin logic. This system ensures incoming conversations are evenly distributed among the available Agents in a circular pattern, thereby promoting balanced work distribution within the team.

However, resolution times can vary significantly depending on the nature of the query or the specific agent. This discrepancy can lead to certain agents having a more substantial backlog or workload at any given moment.

To address this, the new Consider Conversation Count setting has been introduced for routing. This setting factors in the total number of open conversations already assigned to each agent, ensuring incoming conversations are allocated to those with the lightest current workload. Dive deeper into Live Agent routing here.

Consider Conversation Count_Cognigy Live Agent

Other Improvements for Cognigy.AI

Cognigy Virtual Agents

  • Added the following Voice Gateway Events that can be managed within a Flow:
    • TRANSFER_REFER_SUCCESS
    • TRANSFER_REFER_ERROR
    • TRANSFER_DIAL_SUCCESS
    • TRANSFER_DIAL_ERROR
    • USER_BUSY
  • Provided the detailed OpenAPI description related to the AgentAssistConfig resource

Cognigy Insights

  • Improved reporting. Now Insights provides all data in a CSV report instead of limited dashboard values

Cognigy Live Agent

  • Extended the Audit Logs by showing detailed information on CRUD operations for Teams, Inboxes, and Automation Rules
  • Added the capability for the Labels to be scoped for Inbox, Team, or Account

Cognigy Voice Gateway

  • Published the Custom Speech Example repository on GitHub
  • Added the Outbound Call Routing feature that allows you to select a carrier (SIP trunk) for outbound calls and configure specific rules for call routing

For further information, check out our complete Release Notes here.
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