Customizing Settings

Customize these settings to shape the results you receive from Actions.

These settings allow you to customize how Actions behaves for your organization and individual users. The page is divided into two tabs:

  • Tenant: Configure organization-level settings.

  • User: Customize settings that apply only to your account.

Tenant Settings

Tenant settings apply across the entire organization and are managed at the tenant level.

  1. Click the app selector , go to Data & Analytics and select Actions. The Actions page appears.

  2. Click Settings > Tenant.

  3. Update the settings for your environment. The settings are organized as follows:

    • Response Data Settings: Set default values for the data returned to you.

      Field Details
      Default Period in Days Sets the standard duration (in days) for the response data collection when no specific time frame is mentioned in your prompt.

      Default Number of Records

      Specifies the number of records the response should display if you don't specify the number of records in your prompt.

      This field is a mandatory field and your tenant settings do not apply unless you enter a number between 1 and 100.
      Length of Insight

      Determines the level of detail in AI-generated insights. You can choose between,

      • Short (up to 30 words)

      • Medium (up to 60 words)

      • Long (up to 100 words).

    • Prompt Settings: Sets the maximum length for saved prompt names.

      Field Details
      Prompt Name Length

      With this setting you can select the length of the prompt name under the Saved Prompts. You can choose between,

      • Short (up to 4 words)

      • Medium (up to 8 words)

      • Long (up to 12 words)

    • Industry Details: Specify the name of the industry in this field which will help in contextualizing the knowledge articles.

      Field Details
      Industry Name This field is a free-text field. If an industry is defined for the tenant in Tenant Management, that value appears here the first time you open the Settings page. You can keep the pre-populated value, change it, or clear it as needed. If no industry is defined in Tenant Management, the field remains blank and you can enter any industry value. This field is optional, and you can leave it blank if required.

    • Company Information: Provide details about your organization.

      Field Details
      Company Name

      Enter the name of your company in this field.

      This field is a mandatory field and your tenant settings do not apply unless you enter a company name.
      Company Description

      Provide a brief description of your company in this field. This description can provide additional context for the knowledge articles.

      This field is a mandatory field and your tenant settings do not apply unless you enter a company description.

    • Automated Insights: This section allows you to enable and configure automation analytics for your account. When enabled, you can analyze interaction data and calculate cost metrics to gain insights into automation performance.

      Field Details
      Enable Automated Insights for Users Select this checkbox to turn on automated insights. When this option is selected, the User tab becomes active, allowing you to configure additional settings to analyze data and calculate the estimated cost of automation opportunities.

    • Tools: This section allows you to upload an API specification file so the system can discover available endpoints and prepare them for use in AI Agents (Cognigy) tool configuration. The enabled endpoints you keep in Tools are used later when AI Agents (Cognigy) are created, so the system can use those endpoint details instead of relying only on placeholder nodes.
      Inside the Tools table you’ll add the following information:

      Field Details
      Add Tools You can add endpoints using Upload File or Add MCP Server.
      Upload File

      In the Upload File window, do one of the following:

      • Drag and drop your file into the upload area.

      • Click Browse File and select the file from your computer.

      The system accepts only .yaml, .yml, .json, and .txt files. Each file must be 10 MB or smaller.

      • If Actions cannot process the file, the application displays an error. Check the file and try again.

      • If the file is valid, Actions discovers the endpoints and displays them in a table in the Upload File window.

      If the file includes server information, Actions prefills the Base URL field. You can change this value if needed.

      • Below the Base URL field, the endpoint table shows all endpoints discovered from the file. Use the search bar to find endpoints by category, method, endpoint, or description.

      • Select the checkbox to enable endpoints. All endpoints are selected by default. You can clear the checkbox for any endpoints that you do not want AI Agents (Cognigy) to use.

      Before you import the file, make sure the Base URL is valid and that at least one endpoint is selected in the table.

      • Click Import file. The new entry appears as a row in the Tools table.
      Add MCP Server

      In the MCP Server window, do the following:

      • In the Server URL field enter the URL of the MCP server. This is the endpoint Actions uses to connect to the server or associate the provided manifest with the server.

      • In the Name field enter a display name for the MCP server. This name helps you identify the server in the Tools list.

      • Select Connect to server option to connect directly to the MCP server and fetch available tools automatically.

      • Select the Provide Manifest option to manually provide the MCP server tool details instead of fetching them from the server.

      • In the MCP server tool details field enter or paste the MCP server manifest. The manifest includes the server name, version, and tool names and descriptions. This field is required only when Provide Manifest is selected.

      • In the Authentication Type field select the authentication method used to connect to the MCP server. Options are None and OAuth 2.0.

        • None:Select this option if the MCP server does not require authentication.

        • OAuth 2.0: Select this option if the MCP server requires OAuth 2.0 authentication. When selected, the OAuth 2.0 details section appears.

      • Following fields are required when OAuth 2.0 authentication is selected:

        • Connection name: Enter a name for the OAuth connection.

        • OAuth URL: Enter the OAuth endpoint URL used for authentication.

        • Client ID: Enter the client ID provided by your OAuth provider.

        • Client secret: Enter the client secret associated with the client ID.

        • Scope: Enter the OAuth scopes required to access the MCP server.

      • Click Fetch Tools to retrieve or validate the tools from the MCP server.

      When Actions retrieves tools from an MCP server—for example, during AI agent creation or when publishing an AI agent to AI Agents (Cognigy)—you must either configure the required authentication for the server (such as None or OAuth 2.0) or provide a valid MCP server manifest. Actions cannot retrieve tools unless one of these configuration methods is provided.
      View All Enabled Endpoints

      Displays the list of all enabled endpoints. You can search the enabled endpoints by API name, endpoint name, or description.

      This view is read-only. You can change which endpoints are enabled for a specific API from the View Endpoints option for that row.

      More Options (Icon of three vertical black dots)

      Opens options for a single row, such as View Endpoints and Delete.

      • Select View Endpoint, to view all the endpoint of a particular API.

      • Select Delete to delete the particular API specification file.

    • Knowledge Generation: Configure and enable the knowledge integration feature. These settings are available only if you have IA Basic license and the browser language is set to English.

      Field Details
      Article Length

      Select the preferred length of the knowledge articles. Options are,

      • Less than 100 words

      • Less than 300 words

      • Less than 700 words.

      This setting can help filter and display articles based on their word count or length.

      Create Article from Publicly Available Information Select this checkbox to allow the system to generate articles using publicly accessible data sources.
      Publish in CXone Knowledge Management (Expert)

      Select this checkbox to enable the publishing of AI generated knowledge articles to CXone Knowledge Management (Expert). Once enabled, the following fields are activated: Client Key, Client Secret, Site URL, Category Name, and Guide Name.

      To use this feature you must have an active CXone Knowledge Management (Expert) license.

      Client Key Enter the Client Key provided by the CXone Knowledge Management (Expert) platform. The Client Key is a unique identifier that authenticates your application with the CXone Knowledge Management (Expert) service.
      Client Secret Enter the Client Secret associated with your CXone Knowledge Management (Expert) account. The Client Secret is a confidential string that, along with the Client Key, authenticates your application with the CXone Knowledge Management (Expert) service.
      Clear Client Secret Click Clear Client Secret to remove the stored client secret from the configuration.
      Site URL

      This field displays the Site URL of the CXone Knowledge Management (Expert) platform you are integrating with.
      Category Name Select the appropriate Category Name for your knowledge articles from the drop-down. This is where you want the generated knowledge articles to be published in CXone Knowledge Management (Expert).
      Guide Name Select the relevant Guide Name from the drop-down.
      Can Publish as Live Clicking on this checkbox allows you to publish knowledge articles as live articles.

    • AI Disclosure: Enable and customize a disclosure message regarding the output being generated by AI.

      Field Details
      Enable AI Disclosure When enabled, the disclosure message appears in the conversational panel to all users at the start of the day. You choose to show the default disclosure message or write a custom message.

  4. Click Save.

User Settings

User-level settings allow individual users to personalize their experience without affecting tenant-wide configurations.

  1. Click Settings > User.

  2. From the COST CALCULATION CURRENCY drop-down at the top of the User tab, select the currency you want to see for ROI savings values. Each option shows the currency code and its symbol, for example USD and $, EUR and €, or GBP and £. The list has about 150 currencies. The most common ones, such as USD, EUR, GBP, JPY, AUD, and CAD, appear at the top.

    • The currency you select appears as a symbol on this page, on the Automation Opportunity and Augmentation Opportunity dashboards, and in answers in the Conversational Panel.

    • If you do not select a currency, the application uses US dollars ($).

    • This setting applies only to you. Other users in your organization can choose a different currency.

    The currency symbol is for display only. Selecting a currency changes how values are labeled and displayed, but the application does not convert amounts from one currency to another. Enter your call and chat costs in the currency you select.

  3. Update the user settings for your environment. The settings are organized as follows:

    • Automation Opportunity: This section lets you define how interaction data is analyzed for insights.
      FieldDetails
      Enable Automation OpportunitySelect this option to turn on automation opportunity. When you enable it, you can configure additional settings to analyze data and calculate costs.
      Analyze Period

      Choose the time range you want to analyze. For example, if you select Last 30 days, the system analyzes interactions from the past 30 days. Options are,

      • Last 30 days

      • Last 60 days

      • Last 90 days

    • Cost Calculation: This section lets you enter cost values for calls and chats and set a target containment rate. These inputs help the system calculate potential savings and measure how well automation reduces human-assisted interactions.
      FieldDetails
      Call Cost

      Enter the cost per unit of time for voice calls, in the currency you selected in Cost Calculation Currency. The system uses this value to calculate call costs during analysis.

      Per Select whether the call cost is Per Minute or Per Call. This option applies only to call cost.
      Chat CostEnter the cost for each chat interaction, in the currency you selected. The system uses this value to calculate chat costs during analysis.
      Target Containment Enter the target containment rate for automated interactions. This is the percentage of interactions you want resolved without human assistance.
    • Cognigy AI Settings: Set this field if you plan to publish your AI Agents (Cognigy). This setting enables secure integration between Actions and AI Agents (Cognigy).
      FieldDetails
      API Key

      Set this field if you plan to publish your AI Agent to AI Agents (Cognigy). The API key is a unique identifier that authenticates your system with AI Agents (Cognigy)'s API.

      After entering the key, a green checkmark appears to confirm that the key is valid.

      Clear API KeyClick Clear API Key to remove the existing key. This action disconnects AI Agents (Cognigy) from Actions until a new key is entered.
    • Augmentation Opportunity: This section lets you define how agent augmentation can reduce average segment duration.
      FieldDetails
      Enable Augmentation OpportunitySelect this option to turn on augmentation opportunity. When you enable it, you can configure additional settings to analyze data and calculate costs.
      Analyze Period

      Choose the time range you want to analyze. For example, if you select Last 30 days, the system analyzes interactions from the past 30 days. Options are,

      • Last 30 days

      • Last 60 days

      • Last 90 days

    • Cost Calculation: This section lets you enter cost values for calls and chats. These inputs help the system calculate potential savings and measure how well automation reduces human-assisted interactions.
      FieldDetails
      Call Cost

      Enter the cost per unit of time for voice calls, in the currency you selected in Cost Calculation Currency. The system uses this value to calculate call costs during analysis.

      Per This field is set to Minutes and you cannot change it. Call and chat costs are both calculated per minute.
      Chat CostEnter the cost per minute for chat interactions, in the currency you selected. The system uses this value to calculate chat costs during analysis.
    4. Click Save.