Agent Assist Panel

Overview

The Logic+ Agent Assist panel displays data directly within the agent's workspace in Sharpen Q, giving agents access to relevant caller information in real time without needing to look it up manually. It is typically used in combination with the Integration panel to perform ANI lookups and surface caller details, such as account numbers, member IDs, or case history, at the moment the interaction begins.

Before You Begin

The Agent Assist panel displays whatever content you place in it, including dynamically populated variables from earlier in the flow. To make the most of this panel, plan out which data points are most valuable for your agents to see and ensure those values are captured in variables by preceding panels before this one executes.

Example Use Case

An Integration panel performs an ANI lookup at the start of a call, retrieving the caller's Member ID from an external system and storing it in a variable named $(memberID). The Agent Assist panel then references that variable in its Content field, and the Member ID appears automatically in the agent's Sharpen Q workspace as soon as the interaction is delivered, no manual lookup required.

Beyond data lookups, the Content field also supports URLs, allowing you to surface clickable links in the agent UI for things like CRM records, knowledge base articles, or relevant dashboards.

Properties

• Panel Name

  • Enter a descriptive, consistent name for the panel. If a variable is specified here and it does not already exist, it will be created automatically.

• Panel Description

  • Provide a clear description of the panel's purpose and behavior. This serves as inline documentation to help team members understand the panel's role within the flow.

• Initiates Flow

  • Designates this panel as the starting point of the IVR flow. When selected, this panel will be the first to execute when the flow is triggered.

• Redact Data in Logging

  • Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.

Fields

• Content

  • Enter the information you want to display to agents in the Sharpen Q UI. This field supports both static text and dynamic variables using $() syntax, allowing you to populate it with data retrieved from earlier panels in the flow. URLs can also be included here for agents to interact with directly.

• Dynamic Update

  • When enabled, the Agent Assist panel updates automatically in real time as the interaction progresses. When disabled, the panel displays the initial content and does not update during the interaction.

For a full list of available predefined variables, see Available Predefined Variables.

Exits

• Default

  • The path taken after the content is successfully passed to the agent's workspace. Use the dropdown to connect this path to the next panel in your flow.

• Error

  • The path taken if an error occurs while the panel is executing.

Related Articles

• Available Predefined Variables