Configuration: Knowledge Management
Emplifi Knowledge is an optional systems that can operate standalone or integrated with Emplifi Agent.
Agent Assist is an integration of Emplifi Knowledge that allows Emplifi Agent users to interact with Emplifi Knowledge while working a case. This interaction may be in the form of typing a question or phrase into the Emplifi Knowledge interface, or by highlighting text from within a case and right-clicking Emplifi Knowledge in the shortcut menu. Upon processing a request, Emplifi Knowledge can return multiple responses ranked by pertinence. The agent can select the most appropriate responses to be included in the case, and Emplifi Agent can then migrate information from the Emplifi Knowledge responses into the case.
To get more information about Emplifi Knowledge, please contact your Emplifi account manager.
Configuration Settings
To configure Emplifi Knowledge Agent Assist in Emplifi Agent:
From the Application Function Bar, select Administration > Configuration Settings > [your configuration] > Knowledge Management.
Refer to the following tables to fill out each field. The tables are divided into sections to match the Emplifi Agent interface.
Knowledge Configuration
Field | Description |
|---|---|
Request Case Text Type | Select the Case Text type that Emplifi Knowledge uses when a case text entry is created by a migration. |
Knowledge Request Additional Attributes
Allows you to add additional attributes to send with Emplifi Knowledge (Agent Assist) requests. These attributes provide a mechanism to pass data from Emplifi Agent to Emplifi Knowledge during the Agent Assist calls which is stored and can be used to produce reports in Emplifi Knowledge - Learner to provide an indication of agent activity and usage of Emplifi Knowledge.
To add an attribute to the list, click the New Additional Attribute button and enter the following:
Field | Description |
|---|---|
Attribute | Select the attribute to send with the Emplifi Knowledge (Agent Assist) requests. |
CID | Displays the category ID of the category selected in the previous field. It displays automatically when you select the Category and cannot be modified. |
Data Element | Select the attribute data to include in the request. Choose from the following:
|
To delete an attribute from the list, click the checkmark next to the attribute to select it, then click the Delete Additional Attribute button.
If you do not include Responsible Rep (B02), then Agent will also send the current user logged into Agent.
Enlight Configuration
Enlight is an optional system that can be integrated with Emplifi Agent. Integrating Enlight and Emplifi Agent allows Emplifi Agent users to interact with Enlight while working a case.
For more information on Enlight, please contact your Emplifi account manager.
The following fields are required for Emplifi Agent to access and display Enlight information.
Field | Description |
|---|---|
Tenant ID | This field shows the Tenant ID for Enlight. This field is set up by Emplifi Professional Services. |
Tenant Key | This field shows the Tenant Key for Enlight. This field is set up by Emplifi Professional Services. |