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API library for Real Time Interaction Guidance

There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.

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Chris shared this idea  ·   ·  Report…  ·  Admin →
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  • Chris commented  ·   ·  Report

    This is related to the NCX request - https://rcse.ideas.aha.io/ideas/SE-I-1335Request that once available, the Pulse team develop alerts into Pulse for Real Time Interaction Guidance. RTIG provides agents & with guidance whilst they are live on the call to improve customer handling & with the next gen of Supervisor also getting live updates on this status & the sentiment of a call.This request is to make use of proposed API for RTIG to deliver real time or historical alerts on RTIG factors into Pulse alerts.This would further enhance our competitive advantage by bringing more utility to Pulse & make use of the emerging technology.Attachment shows RTIG element on right hand side of CXOne Agent.