We're excited to share a series of powerful enhancements to the Agent Copilot admin experience that aim to streamline how administrators assign Agent Copilots to queue members. These updates give you a great level of control and automation.
Auto-Assignment: Set It and Forget It
Shortly administrators will have the ability to automatically assign Copilots to agents who join queues:
-
Automatic Assignment for New and Existing Members: When auto-assignment is enabled on a queue, it will automatically assign Agent Copilot to both new agents joining and existing queue members, as long as they are licensed.
-
Queue-Level Toggle for Auto-Assignment: A toggle allows you to enable or disable auto-assignment per queue. When on, manual checkboxes for Agent Copilot assignment are disabled.
-
Default ON for New Agent Copilots: When setting up new Agent Copilots and queue pairings, auto-assignment is turned on by default to save setup time.
-
Backfill for Existing Copilots: Existing Agent Copilots that haven't been manually assigned will now be automatically assigned to licensed agents.
Mock Up of Auto-Assignment- Final Design Subject to Change
#ConversationalAI(Bots,AgentAssist,etc.)------------------------------
Amanda Halpin
Product Manager, Agent Copilot
------------------------------