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Agent AI Mapping

The Agent AI Mapping feature allows administrators to assign Agentic Copilot apps and Dialog Tasks to specific queues. By mapping an Agentic Copilot app to a queue, administrators can enable end-to-end autonomous task execution for agents in that queue. Mapped Dialog Tasks appear in the Assist tab (Proactive mode) and the Library during runtime, ensuring that agents can access only the tasks relevant to their queue for a streamlined and focused experience.

Configure Agentic Copilot Apps

Configuring the Agentic Copilot app to a queue enables autonomous task execution for agents in that queue. This section describes how to configure this app for one or more queues.

Note

To configure this app, Agentic Copilot must be enabled in Widget Settings. If disabled, the following image appears, prompting you to click Open Widget Settings:

open-widget-settings

Steps to configure an Agentic Copilot app

  1. Click the pencil icon against a queue.
  2. Select the Agentic Copilot tab.
  3. Use the toggle to enable Agentic Copilot, (if disabled).
  4. Click to select a channel—Chat, Voice, or Email.
  5. Select a language from the language list. The language selected during queue creation appears by default, but you can change it if required.
  6. Select one or multiple apps from the Select Agentic App dropdown list.
  7. Click Add selected, if you have selected multiple apps.
  8. Click to select the Allow auto send Message option. Clearing this option cancels all unsent or new Agentic messages.
  9. Set the timer for the Set message delay before auto send field by using the slider. You can set it to a maximum of 60 seconds.

  10. Click Save.
    configure-copilot-app

    Note

    This feature is available only to Contact Center AI (CCAI) users at this time.

Add or Delete a Queue Configuration

The Agent AI Mapping section displays queues and agent information created in CCAI Contact Center > Routing > Queues. This section describes how to add and delete queue configurations.

To configure dialogs to queues:

  1. Sign in to Platform.
  2. Go to Agent AI > Configurations > Agent AI Mapping.
  3. Use the Agent AI Mapping toggle to enable it, if disabled.

  4. Click Add Queue.
    agent-ai-mapping-main-page

  5. Select the queue/queues you want to add. Note that previously added queues do not appear in the selection list, unless you delete them from the Agent AI Mapping dashboard.

    • To select all available queues, click the global checkbox beside the Queues header.
    • To search for an available queue, enter the queue name in the search box.

  6. Click Add selected.
    add-queue-page

  7. The new queue/queues appear in the list, with a warning message prompting to complete the configuration for them. Only the configured queues are available to agents at runtime.
    warning-message

    Note

    Agents assigned to a queue during its creation appear by default, and the agent-to-queue assignment is controlled through CCAI. For more information, see this section.

To delete a queue, click the delete icon against it, and then click Delete on the confirmation message:

delete-queue

Configure Dialog Tasks

Only the configured Dialog Tasks appear in the Assist tab (Proactive mode) and the Library during runtime, ensuring agents access only the tasks relevant to their queue. This section describes the process of assigning dialog tasks to a queue.

Steps to configure a Dialog Task

  1. Click the pencil icon against the new queue.
  2. Select the Dialog Task tab.
  3. Click to select a channel—Chat, Voice, or Email.
  4. Select a language from the language list. The language selected during queue creation appears by default, but you can change it if required.
  5. Select an app from the Apps list.

  6. Select one of the following options:

    • Allow Dialog Tasks, if you want selected dialog tasks to appear at runtime.
      1. Select the dialog tasks available for the app.
      2. Click Select All to select all available dialog tasks. The number of selected dialog tasks appears next to the Dialog Task section. queue-configuration
    • Don’t Allow Dialog Tasks if you don’t want dialog tasks to appear at runtime. If you select this option, the following message appears during runtime:
      free text

  7. Click Save.

Edit Queue Configuration

This section describes the process of editing an available queue configuration. To do that:

  1. Click the pencil icon against a queue you want to modify.
  2. Select Agentic Copilot or Dialog Task.
  3. Make the necessary changes, and then click Save.