Create Copilot for Agents Profiles

This is the second step of setting up Copilot for Agents. The first step is to contact your Account Representative to enable Copilot for Agents and Agent Assist Hub for your organization.

You need to create at least one Copilot for Agents profile. You can create additional profiles to customize the Copilot for Agents experience for different business requirements. For example, you may want billing and sales agents to see only customer sentiment, but support agents to see both customer sentiment and KB answers. Each profile is a separate agent assist app.

Complete each of these tasks in the order given.

Enter General Information about the Copilot for Agents Profile

Navigate to the Copilot for Agents Config page and configure the fields on the General tab of the profile.

  1. In CXone Mpower, click the app selector and select Admin.

  2. Select AI Studio >  Copilot for Agents Config.
  3. Click Add Copilot Profile.
  4. In the Copilot Profile Name field, enter a name for this Copilot for Agents profile.
  5. In the Profile Type drop-down, select Copilot.
  6. Select the Language you want Copilot for Agents to use.

  7. In the Generative Response Tone drop-down, select the tone of voice you want Copilot for Agents to use.

    Response Tone Details
    Formal Suggested responses are precise and proper. For example, "I apologize for the inconvenience this has caused you. Please provide your order number."

    Casual

    Suggested responses are relaxed and friendly. For example, "Oh no! Let's get this fixed. Can I have your order number?"
    Empathetic Suggested responses show empathy for the contact's negative experience. For example, "I'm sorry you're having trouble with your order. This must have been difficult to deal with. I'm here to help! To start, can you send me your order number?"
    Confident Suggested responses are sure and upbeat. For example, "Don't worry. I'll make sure this problem gets fixed. Can you please send me your order number?"
    Instructive Suggested responses provide clear, straightforward instructions. For example, "Send me your order number. To find it, open your profile and scroll down to the My Orders section."

  8. In the Copilot Persona field, enter a short, specific persona description for this Copilot for Agents profile. The persona description describes its role and purpose. For example, You are a friendly agent assistant answering questions about billing. This gives Copilot for Agents context and instructions to help it generate more relevant suggestions. The maximum character count is 250.

    Make your Copilot Persona description concise and easy to understand. A poorly written description may result in poor suggestions from Copilot for Agents.

    • "You're a technical expert answering questions about our appliance company, OneAppliance. OneAppliance sells and services washers, dryers, and dishwashers. Be succinct and use technical language."

    • "You're an assistant for customer service agents answering questions about our university, OneUniversity. One University is an accredited four-year online university. Be friendly and use concise language."

    • "You're a banking expert answering questions about our bank, OneBank. Common topics include personal finance, investing, and taxes. Your specialty is taxes. Be as concise as possible."

  9. To display a disclaimer to agents that AI is being used, enable AI Disclosure for Agent. The disclaimer displays to agents as a card in Copilot for Agents.
    1. Enter a title for the disclosure. The default is Legal Disclosure. You can enter up to 75 characters.
    2. In the AI Disclosure Description field, enter a description for the disclosure. For example, Copilot's answers are generated with AI. Always check to make sure the answer is correct before sending. You can enter up to 1000 characters.

Configure the Copilot for Agents Profile

Configure the fields on the Configuration tab of the profile.

  1. Click the Configuration tab at the top of the profile.
  2. Under Channels, select the channelsClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. you want this Copilot for Agents profile to apply to.
  3. If you see the Remove Legacy Transcription button, you are using an outdated transcription method for phone calls. To use the newer approach, you must edit the Copilot for Agents configuration script to include the CONTINUOUS TRANSCRIPTION Studio action immediately after the AGENT ASSIST action. Additionally, you need to select your transcription service in this action's wizard and configure the properties as described. Once you have updated and confirmed the script is working as expected, click the Remove Legacy Transcription button to remove the legacy transcription method.

  4. In the AI Response Settings section, enable the types of content you want Copilot for Agents to generate.

    Option Details
    Sentiment

    The contact's current mood: Positive, Negative, or Neutral. In the Sentiment Profile menu, select the real-time sentiment prompt profile to use.

    The real-time sentiment is updated every 15 seconds.

    To use Copilot with MAX, disable this setting.

    Real-Time Summary

    Summaries of live interactions. As the interaction progresses, its real-time summary updates. In the Real Time Summary Profile menu, select the real-time sentiment prompt profile to use.

    The real-time summary is updated every 30 seconds.

    To use Copilot with MAX, disable this setting.

    Generate AutoSummary

    Generates a summary of finished interactions. By default, the summary appears in the Notes field in the agent application.

    You can optionally select a custom prompt profile to use for the summary from the AutoSummary Profile drop-down. The custom prompt must be defined in GenAI Prompt Editor.

    You can configure AutoSummary in a number of ways:

    • Disable AutoSummary.

    • Enable AutoSummary, but do not show the summary to the agent.

    • Show the summary in the Notes field in the agent application.

    • Show the summary in an AutoSummary card.

    • Show the summary in the Notes field in the agent application and in an AutoSummary card.

    When the AutoSummary card is enabled, it can be configured with several preferences:

    • Open as Expanded: Display the AutoSummary card expanded on the Copilot for Agents canvas. If not enabled, the agent needs to click the card to expand and read it.

    • Open to Clipboard: Include a copy button on the card. Agents can click the button to copy the AutoSummary to the clipboard.

    • Editable: Allow the agent to make changes to the summary. This option is disabled when Send AutoSummary to Outcome Panel is enabled. This prevents the agent from being able to make edits in two different places.

    Note the following:
    Self-Service Transfer Summary

    Generates a summary of a self-service interaction. This assists agents get up to speed quickly when handling an escalated interaction.

  5. To enable Copilot for Agents to generate email responses, enable Email Channel. Then configure the other fields in the Email Channel section to customize the email experience.

    This feature is part of a Controlled Release program. Contact your Account Representative if you're interested in knowing more.

    1. In Editing Options, select the editing options you want to appear to agents. Agents can use these to prompt Copilot for Agents to edit parts of its generated email response. The options include:
      • Simplify: Use simpler, fewer words.
      • Rephrase: Rewrite generally.
    2. Use the drop-down for Response Length to select the target word count.

  6. In the Feedback Detail Card section, enable the types of feedback you want agents to provide about Copilot for Agents.

    Feedback is supported for these channels:

    Option Details
    Overall Subcard

    Allows agents to enter general feedback about their experience with Copilot for Agents.
    Per-Suggestion Subcards

    Allows agents to provide feedback about each KB answer generated during the interaction.
    Positive Feedback

    Allows agents to provide additional context about the KB answers they liked, inserted, or sent through:

    • Feedback Comments: Enable this to allow agents to enter comments to provide context about their feedback.

    • Feedback Tags: Enable this to allow agents to apply tags to their feedback.
    Negative Feedback

    Allows agents to provide additional context about the KB answers they disliked through:

    • Feedback Comments: Enable this to allow agents to enter comments to provide context about their feedback.

    • Feedback Tags: Enable this to allow agents to apply tags to their feedback.
    Unrated Feedback Allows agents to like or dislike KB answers they didn't like or dislike during the interaction. If they select Like icon of a thumbs up., tags and a space for comments appear if you enabled them for Positive Feedback. If they select Dislike icon of a thumbs down., tags and a space for comments appear if you enabled them for Negative Feedback.
  7. To enable Copilot for Agents to generate journey summaries, enable Journey Summary. Then configure the other fields in the Journey Summary section to customize the journey summary experience.   

    1. Use the drop-down for Journey Summary Profile to select the prompt profile you want to use for this summary.

      If you enable Journey Summary for Copilot for Agents and if the profile uses Voice skills, ensure that the Studio script creates a customer card (CC) before the agent request step. Customer cards are required for Journey Summary to ingest Autosummaries and Dispositions. Voice interactions do not create Customer Cards by default, so the script must include a CC Create action.

    2. In Interaction Count, enter the number of past interactions you want to include in the journey summary. For example, if you enter 2, only the past two interactions with the contactClosed The person interacting with an agent, IVR, or bot in your contact center. will be used to generate the journey summary. You can enter a number 1 through 5.

    3. In Interaction Period, select the maximum number of days you want to include in the journey summary. For example, if you select Last 30 days, only interactions from the past 30 days will be used to generate the journey summary. You can also select Custom, enter a number of days, and click Save.
    4. In Response Length, select how long you want the journey summary to be: Short (0 - 10 words), Medium (11 - 20 words), or Long (21 - 30 words).
    5. To give agents the option to expand icon of four arrows pointing opposite directions. the journey summary to view details about each of the past interactions, enable Detail View.

Integrate the Copilot for Agents Profile with a Knowledge Base

To integrate Copilot for Agents with your knowledge baseClosed A knowledge management system that hosts knowledge articles. (KB), configure the fields on the Knowledge tab of the profile. There are two connectors you can use to do this:

  • Knowledge Hub: Allows you to connect eGain, CXone Mpower Expert, Guru, Microsoft SharePoint, Salesforce, ServiceNow, Zendesk, or a custom knowledge source to Copilot for Agents.

    To use the Knowledge Hub connector, you need a Knowledge Hub knowledge base (KB). Knowledge Hub KBs connect your knowledge source to CXone Mpower. Your Account Representative creates Knowledge Hub KBs for you.

  • Direct Expert Connector: Allows you to connect CXone Mpower Expert to Copilot for Agents.

Using the Knowledge Hub Connector

  1. Click the Knowledge tab at the top of the profile.
  2. Turn on Enable KB Answers.

  3. In the Knowledge Source drop-down, select Knowledge Hub. In the Knowledge Hub Profile drop-down, select the Knowledge Hub profile used for the KB answers.

  4. Enable the Show Automatic KB Answers to automatically display relevant KB answers during an interaction based on the customer’s message. When disabled, KB answers appear only when the agent explicitly triggers them.

  5. To display KB answer sub-cards, turn on Enable Secondary KB Answers. You can configure settings differently for primary and secondary KB answers. For example, you could configure your secondary answers to display information for internal use only.

  6. In Knowledge Hub Profile drop-down, select the Knowledge Hub knowledge base (KB) to use. Knowledge Hub KBs connect your knowledge source to CXone Mpower. Your Account Representative creates Knowledge Hub KBs for you.

  7. Enable Show Automatic KB Answers if you want Copilot to proactively suggest answers without agent prompting.

  8. Enable Agent Manual Query Input to display a search bar at the bottom of Copilot for Agents. This search bar allows agents to prompt Copilot for Agents. Select the prompt profile to use from the Manual Query Prompt drop-down.

  9. Configure the fields under Primary KB Answer Configuration.

    Field Details
    KB Answer Prompt Use this drop-down to select the prompt profile you want to use for KB answers.
    Article Count The maximum number of KB articles used to generate the KB answer. You can enter a number 1 through 5.
    Primary Assets Are Shareable

    Enable to display the Insert Article icon: a document with a plus sign. and Send Article icon: a paper airplane. icons for links or images from KB answers.
    Primary Like and Dislike Feedback Enable to display the Like icon of a thumbs up. and Dislike icon of a thumbs down. icons for KB answers.
    Primary Process Steps Enable to use the process steps add-on.
    Enable KB Web Links Turns on KB web links.
    Web Link Maximum Count The maximum number of KB web links displayed at once.
    Enable KB Images Turns on KB images.
    Image Maximum Count The maximum number of KB images displayed at once.
    Primary Content Sub-Filters and Metadata

    Allows you select tags and values to filter by. This restricts KB answer access to the knowledge source. For example, Plan = Gold only gives the KB answers access to articles with the Plan filter set to Gold.

    You can configure filters using various operators between filters and filter groups.

    Click Add Filter Group, then configure a filter by entering a key, selecting an operator, and entering a value. Click Add Filter to add another filter to the group. You can add up to five filter groups, with five filters per group.

    10. OPERATOR CONSOLE API FILTER NAME

    SUPPORTED ATTRIBUTES 

    DATA TYPE

    		FILTERED RESULTS
    Equals = equals string, number, boolean Attribute matches the value you provide.
    Not equals != notEquals string, number, boolean Attribute does not match the value you provide.
    Starts with ^ startsWith string, number, boolean Attribute starts with the value you provide.
    Greater than > greaterThan number Attribute is greater than the value you provide.
    Greater than or equals >= greaterThanOrEquals number Attribute is greater than or equal to the value you provide.
    Less than < lessThan number Attribute is less than the value you provide.
    Less than or equals <= lessThanOrEquals number Attribute is less than or equal to the value you provide.
    In : in string list Attribute is in the list you provide.
    Not in !: notIn string list Attribute is not in the list you provide.

  10. If you turned on Enable Secondary KB Answers, configure the fields under Secondary KB Answer Configuration.

    Field Details
    Sub-Card Title The label for the sub-card that holds the secondary KB answer. For example, if you're using secondary KB answers to display private content, you could enter Internal Use Only.
    KB Answer Prompt Use this drop-down to select the prompt profile you want to use for KB answers.
    Article Count The maximum number of KB articles used to generate the secondary KB answer.

    Answer Length

    The maximum word count for secondary KB answers.
    Secondary Assets Are Shareable

    Enable to display the Insert Article icon: a document with a plus sign. and Send Article icon: a paper airplane. icons for links or images from secondary KB answers.
    Secondary Like and Dislike Feedback Enable to display the Like icon of a thumbs up. and Dislike icon of a thumbs down. icons for secondary KB answers.
    Secondary Process Steps Enable to use the process steps add-on.
    Enable KB Web Links Turns on KB web links.
    Web Link Maximum Count The maximum number of KB web links displayed at once.
    Enable KB Images Turns on KB images.
    Image Maximum Count The maximum number of KB images displayed at once.
    Secondary Content Sub-Filters and Metadata

    Allows you select tags and values to filter by. This restricts KB answer access to the knowledge source. For example, Plan = Gold only gives the KB answers access to articles with the Plan filter set to Gold.

    You can configure filters using various operators between filters and filter groups.

    Click Add Filter Group, then configure a filter by entering a key, selecting an operator, and entering a value. Click Add Filter to add another filter to the group. You can add up to five filter groups, with five filters per group.

    Click Apply Filters from Primary to copy the tags you specified in this setting under Primary KB Answer Configuration.

  11. If you enable Include Agent Utterances Copilot uses both customer and agent utterances when generating suggested responses. When disabled, Copilot bases suggestions only on customer utterances.

  12. Click Save. The Copilot for Agents profile is now created.

Using Direct Expert Connector

  1. Click the Knowledge tab at the top of the profile.
  2. Click Enable KB Answers.

  3. In the Knowledge Source drop-down, select Expert.

  4. Enter your Client Key, Client Secret, and Site URL.
  5. To limit this Copilot for Agents profile's access to a specific section of your Expert KB, enter the path to that section in Default Path. It should be in this format: Page/Subpage. For example, if you enter Laundry/Dryers, Copilot for Agents will only have access to articles in the Laundry > Dryers section of the site. Click + to add more paths.
  6. To limit the number of Expert kernels Copilot for Agents uses when generating content, enter a numeral in Kernel Limit. For example, if you enter 2, Copilot for Agents only uses the top two kernels that relate to the contact's issue. You can enter a number 1 through 5.

  7. To require a match percentage for kernels, enter the decimal form of a percentage in Kernel Threshold. For example, if you enter 0.85, Copilot for Agents doesn't use kernels that are less than 85% a match for the contact's issue. The default value is 0.6. You can enter a number 0.05 through 0.9.

    Testing is useful in determining your optimal match percentage. It depends on the kind of questions contacts ask and the kind of knowledge content you have. If Copilot for Agents is providing too many unhelpful responses, increase your match percentage.

  8. Under Expert Copilot Features, enable Agent Manual Query Input to display a search bar at the bottom of Copilot for Agents. This search bar allows agents to prompt Copilot for Agents.

  9. Enable KB Answers to have Copilot for Agents suggest responses with solutions to the contact's issue. Copilot for Agents uses the articles in your Expert knowledge base to do this.

  10. In Expert, you can assign each article a privacy status using the Page Privacy setting . The possible privacy statuses are Private, Public, Semi-Private, and Semi-Public. Copilot for Agents only distinguishes between public and private Expert articles. Articles with a Page Privacy of Private or Semi-Private are considered private articles. Articles with a Page Privacy of Public or Semi-Public are considered public articles.

    You can configure how this Copilot for Agents profile handles public and private Expert articles when generating KB answers. In the Public and Private Content Presentation drop-down, select one of the following:

    • Public-only: Only use public Expert articles to generate KB answers.

    • Private-only: Only use private Expert articles to generate KB answers.

    • Separate Public and Private: Use both public and private Expert articles to generate KB answers. Information from public Expert articles is displayed in the main KB answer card. Information from private Expert articles is displayed in a sub-card.

    • Combine Public and Private: Use both public and private Expert articles to generate KB answers. Combine content from both into the same KB answer card.

    1. If you selected Separate Public and Private, Private-only, or Combine Public and Private in the Public and Private Content Presentation drop-down, configure the Private Shareable Assets field. This field determines if content from private Expert articles can be shared with customers through digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions:

      • Disable Private Shareable Assets to hide the Insert Article icon: a document with a plus sign. and Send Article icon: a paper airplane. icons for private KB answers. Agents will not be able to send links or images from private KB answers.

      • Enable Private Shareable Assets to show the Insert Article icon: a document with a plus sign. and Send Article icon: a paper airplane. icons for private KB answers. Agents will be able to send links and images from private KB answers.

    2. If you selected Separate Public and Private or Private-only in the Public and Private Content Presentation drop-down, customize the KB answer card for private KB answers:

      • In Private Response Title, enter the title of the private KB answer card. You can use this to alert agents that the content in this KB answer is private. For example, Internal Use Only.

      • In Private Response Tooltip, enter the hover tooltip text for the private KB answer card.

  11. To allow agents to provide feedback about KB answers generated using public KB articles, enable Public Feedback. You can configure the types of feedback agents can provide in the Feedback Detail Card section on the Configuration tab.

  12. To allow agents to provide feedback about KB answers generated using private KB articles, enable Private Feedback. You can configure the types of feedback agents can provide in the Feedback Detail Card section on the Configuration tab.

  13. In the Response Length drop-down, select the target word count for KB answers.

  14. Enable KB Web Links to display links to articles in your Expert knowledge base. Configure the Maximum number of links that are displayed. You can enter a number 1 through 5.

  15. Enable KB Images to display images from articles in your Expert knowledge base. Configure the Maximum number of images that are displayed. You can enter a number 1 through 5.

  16. Enable Process Steps to break down KB answers into individual steps. Agents can send one step at a time to walk the contact through the process of solving their issue.

    In order to see this option, your Account Representative must first enable Process Steps for your system.

  17. Click Save. The Copilot for Agents profile is now created.

Enable Task Assist

To enable and configure Task Assist, you must first configure a CXone Mpower Cognigy AI bot to integrate with Copilot for Agents. Then, configure the fields on the Task Assist tab of the profile.

  1. Set up a Cognigy AI taskbot.

  2. In CXone Mpower, click the app selector and select Admin > AI Studio > Copilot for Agents Config.

  3. Select the Copilot for Agents profile you just created.

  4. Click on the Task Assist tab to open the Workflow Library.

  5. The Workflow Library will display all workflows that are currently available for the selected profile. If no workflows have been created, the page will show the message No Workflows Configured Yet.

  6. In the Workflow Library, open the More Options (⋮) menu for the workflow that you want to configure. Select Edit to open the workflow editor.

  7. When you open the workflow, the system displays the Workflow Details page where you can modify all configuration options for the selected workflow.

  8. In the Workflow Details section:

    1. Enter or update the Workflow Name to identify the workflow within the profile.

    2. Enter the Workflow Title. This is the title that will appear to agents when the workflow is displayed in Copilot.

    3. Select an option from Recommendation Options to specify whether this workflow should be included in or excluded from Copilot’s task recommendations.

    4. Enter a Workflow Description to explain what the workflow does and how Copilot will use it to guide the agent.

  9. In the Form Designer section, select how you want to design the workflow form.

    1. If you select Elements, you can build the form by adding fields through the visual UI. This option does not require any JSON knowledge.

      1. From the Success State Element dropdown, select the element that indicates the workflow has been completed successfully.

      2. From the Failure State Element dropdown, select the element that indicates the workflow has encountered an issue or failed.

    2. If you select JSON Template, paste or write an Adaptive Card JSON schema in the text box.

      1. From the Select Template or Paste Into the Box Below list, choose a predefined template. Alternatively, you can paste your own Adaptive Card JSON into the editor box.

      2. Review or modify the JSON schema in the editor. Ensure the JSON follows the Adaptive Card schema.

      3. Select Add Inline Validation to insert validation rules into the JSON. This is an optional step.

      4. Select Clear Form if you want to remove all content and start over.

      5. If the JSON is correct, the message Card validated appears. If the JSON contains errors, a red message indicates that the Adaptive Card code must be corrected before continuing.

  10. In the Form Pre‑Fill Logic section, click Add Field to create a new pre‑fill field.

    1. Enter a Field Name to identify the form field.

    2. Select a Field Source, such as Transcript or JSON Data, depending on where the information should be retrieved from.

    3. Enter a Field Description to help other administrators understand how the field is used.

    4. If the field uses JSON Data, enter the appropriate JSON Key so the system can retrieve the correct value.

  11. Repeat these steps for each additional field you want the form to include.

  12. To validate the workflow behavior, click Test Workflow in the upper-right corner.

  13. The system opens the Card Preview and Test modal, which displays the form exactly as agents will see it in Copilot.

  14. Enter test values in the required fields. Click Submit to test the workflow with your sample data.

  15. Review the generated output card to confirm that the workflow produces the expected results.

  16. If needed, click Test Again to run another test.

  17. After reviewing the test results and confirming that the configuration is correct, click Save in the upper-right corner.

  18. The system saves your changes and updates the workflow for the selected Copilot Profile.

 

Assign Skills and a Transcription Service

Configure the fields on the Assignments tab of the profile.

If you have already set up Copilot for Agents using scripting, you can continue with that implementation. If you are new to Copilot for Agents, and you are fine using skills to determine Copilot for Agents assignments, you can use the Assignments tab to assign skills and skip the scripting step.

  1. Click the Assignments tab at the top of the profile.

  2. Set Voice Transcription Provider to your transcription service.

  3. In the Assign Skills to Copilot section, click Add Skills to select the skills to assign to the profile.

  4. Click Add to List after selecting all the desired skills select the skills to assign to the profile.

  5. Click Save.