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Agent Assist Configuration: Context-based Filtering in Studio

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Context-based filtering provides a way to refine the recommended articles, depending on the number called or the ring groups assigned to the agent.

This feature is particularly useful if you want to make sure the content that Agent Assist shows to an agent is specific to their situation and the customers they are dealing with.

Context-based filtering is configured by adding a filter query injector into the context of a call in a Studio flow, which will then be used by Agent Assist to filter the returned results. Considering that there isn’t a specific Studio component to add data into the context of a call, this process will consist of using a condition that is always true, with a return value mapped to a “filter_query” variable.

To learn how to configure it, please follow the steps below:

Filter_Query_1.png

1. Create a Studio flow and add a Conditional Statement component after the initial step.

2. On the Preferences tab, create the “filter_query” variable. Please be aware that the name of the variable is case-sensitive and should be written in this exact format.

filter_query_4.png

3. Open the Exits tab, select All or Any, and the drop-downs to create the condition below.

  • Filter_query Equals Undefined

4. Fill the exit name with the desired filter query, which should contain the name(s) of the relevant        knowledge base(s) and adhere to the following format:

  • knowledge_base_name = kbname1 AND knowledge_base_name = kbname2

This way, Agent Assist will look for the Knowledge Bases that have been specified in this query, which will be searched to provide the recommended articles to the agent.


Note: Please be aware that the filter query name that is being used must match the name of the knowledge base in the Agent Assist - Configuration application. If you wish to have more than one knowledge base searched, you can use the AND and OR operators to combine the knowledge base names, as seen in the example above. The name can contain hyphens and underscores, but cannot contain any spaces, as Studio would not recognize this.

5. In “Send to”, add the next component to your Studio flow.

filter_query_2.png

6. Now that there is a “filter_query” variable created and injected into the context, it is necessary to expose it. To do so, click on the Manage Context button.

filter_query_3.png

7. Tick the checkbox next to the “filter_query” variable and press Save.

Note: Remember to publish your flow and assign the flow to a phone number so that all calls to that number will use the flow to which the filter query injector has been added.

 

For further information on how to configure a Studio flow, please refer to our Studio Advanced Documentation.

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