Manage Your Mpower Agent

Connect or Change the Mpower Agent Body

The Mpower Agent body is a CXone Mpower employee profile created for use with a Agent Builder Mpower Agent. Agent Builder requires an employee account for routing through the CXone Mpower system.

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

2. Click the Mpower Agent you want to work with.
3. On the menu on the left side of the page, click Preferences > Settings > Mpower Agent Body.

4. Select the CXone Mpower employee profile to use for this Mpower Agent. If you need to, create a new profile for the Mpower Agent.

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5. Click Connect.

Chat with Your Mpower Agent

Agent Builder lets you chat with your already-created Mpower Agent to help it learn. You can also test your newly-created dialogues Mpower Agent stories, rules, and flows in Agent Builder. and intents. You can talk to an Mpower Agent before it has been deployed.

Always click Train and Stage before chatting with your Mpower Agent. This ensures you're chatting with the most current version.

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

2. Click the Mpower Agent you want to work with.
3. From any page, click the speech bubble in the top toolbar.
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4. Enter a message Anything a contact says in a bot interaction, whether question or statement, written or spoken. in the field at the bottom of the chat window, just as you would in any chat conversation. Your Mpower Agent responds as it would in a real interaction.
5. Use the options in the chat window to improve your Mpower Agent: 
   • View the intent predictions the Mpower Agent made: Click the intent prediction that appears under each of your messages. The drop-down expands to show you the matching intents with the confidence level for each.
   • Add one of your messages as an intent example: Hover the cursor over the message in the chat window and click the lightbulb with a plus sign .
   • Go to the rule or story associated with one of the Mpower Agent responses:  When an intent appears next to the Mpower Agent response, click it. From the drop-down, click the story or rule you want to go to. Agent Builder displays the selected rule or story.
   • View the Mpower Agent models:  Click the model number at the top of the chat window.
6. Continue to enter messages and review the responses that your Mpower Agent gives. If at any point the Mpower Agentresponds in an unexpected way, you can stop and correct the issue. For example, you might need to create a new intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. or rule Used to define an Mpower Agent's response to messages that don't change with context.. After you make a change, click Train and Stage to create a new model so you can test and see if the change worked.
7. If you need to restart the interaction after correcting an issue, click Reset.

Share Your Mpower Agent

When you feel your Mpower Agent is well-trained, you should test it with actual users. To help you do this, you can share your Mpower Agent with others. The more interactions your Mpower Agent handles, the more data Agent Builder collects on your Mpower Agent's performance. This data is available in the Mpower Agent management tools in Agent Builder.

You can review the conversation data to find places where testers or live contacts The person interacting with an agent, IVR, or bot in your contact center. are having trouble communicating with the Mpower Agent. By adjusting the Mpower Agent's configuration, you can improve its performance.

You can test with users in your company. Don't test with users from your Mpower Agent team, though. You want users who will test your Mpower Agent's limits, not users who already know what it can and cannot do. For the same reason, don't give your testers detailed instructions. They should only know as much about your Mpower Agent's domain as your customers would.

You can also have your real customers test your Mpower Agent. Test users you share the Mpower Agent with do not need to have access to CXone Mpower or to Agent Builder.

To share your Mpower Agent: 

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

2. Click the Mpower Agent you want to work with.
3. From any page, click the speech bubble in the upper right corner .
4. Click Share .
5. The URL field automatically displays a link you can copy and share to your test users. You can add a Description to help your test users understand what to expect from the Mpower Agent.
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View List of Mpower Agent Models

You can view the list of models for your Mpower Agent. A new model is created every time you click Train and Stage. The list shows you when the model was trained, the results of each training, and how long it look. You can also see which models have been deployed and whether they're deployed to stage or production. From this page, you can export or deploy models.

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

2. Click the Mpower Agent you want to work with.
3. Click Deployment in the left icon menu.

Deploy to Stage

Every time you click the Train and Stage button, your Mpower Agent is deployed to stage.

If you are making improvements to an Mpower Agent that's been deployed to production, Train and Stage creates a new Mpower Agent model Version of a bot that has been trained and staged and deploys that model to stage. If you want your improvements to be reflected in production, you need to manually deploy this new model. This ensures no Mpower Agent model enters production without your explicit consent.

You can also deploy a model to stage from the Training and Deployment page:

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

2. Click the Mpower Agent you want to work with.
3. Click Deployment in the left icon menu.
4. In the Actions column for the model Version of a bot that has been trained and staged you want to deploy, click the drop-down and select Stage.

Deploy to Production

Deploying a model Version of a bot that has been trained and staged to production sends that configuration and data to the Mpower Agent's employee profile in CXone Mpower. This does not mean the Mpower Agent will immediately become active and start receiving cases.

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

2. Click the Mpower Agent you want to work with.
3. Click Deployment in the left icon menu.
4. In the Actions column for the model Version of a bot that has been trained and staged you want to deploy, click the drop-down and select Production.

Roll Back to a Previous Model

If you discover that your current production model has a problem that you need to address, you can roll back to a previous model. Be sure that you choose a model Version of a bot that has been trained and staged known to be stable.

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

2. Click the Mpower Agent you want to work with.
3. Click Deployment in the left icon menu.
4. Locate the model you want to roll back to and click Deploy in the Actions column.
5. Select Stage if the model is currently not deployed. If the model is currently in stage, skip this step.
6. Select Production.

Reactivate an Inactive Mpower Agent

Mpower Agents that haven't engaged in conversations with contacts The person interacting with an agent, IVR, or bot in your contact center. or Agent Builder users for 30 days are automatically deactivated. You can reactivate an inactive Mpower Agent to begin working with it again.

You can still see deactivated Mpower Agent in Agent Builder. They're highlighted in yellow and Agent Builder displays a message indicating that they're deactivated.

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

2. Click the Mpower Agent you want to work with.
3. Click Preferences in the left icon menu.
4. On the Settings tab, click Reactivate Bot.

Delete an Mpower Agent

You can delete an Mpower Agent at any time. You may want to export its data prior to deleting it.

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

2. Click the Mpower Agent you want to delete.
3. On the menu on the left side of the page, click Preferences .
4. On the Settings tab, click Delete Mpower Agent.
5. Confirm your intention to remove the selected Mpower Agent. This action cannot be undone.