diff --git a/ai-for-service/administration.mdx b/ai-for-service/administration.mdx index e2fc84db7..0f4b04816 100644 --- a/ai-for-service/administration.mdx +++ b/ai-for-service/administration.mdx @@ -1,4 +1,8 @@ -# Administration +--- +title: Administration +sidebarTitle: Administration +--- + Manage users, security, and platform settings for AI for Service. diff --git a/ai-for-service/app-settings/advanced-settings/system-settings.mdx b/ai-for-service/app-settings/advanced-settings/system-settings.mdx index 460d0ba68..6cbb9d4f1 100644 --- a/ai-for-service/app-settings/advanced-settings/system-settings.mdx +++ b/ai-for-service/app-settings/advanced-settings/system-settings.mdx @@ -82,9 +82,7 @@ When calls transfer from an existing telephony provider to the platform, a conne ## Data Retention Period -The Data Retention Period feature allows administrators to configure how long voice call recordings are retained. Users can select retention periods ranging from 1 day to 7 years using a dropdown, with default values set by customer type. The feature includes optional email notifications for deletion reminders (disabled if retention is less than 1 month) and mandatory deletion acknowledgements. All changes to retention settings and email preferences are recorded in audit logs, along with counts of successful or failed recording deletions. By default, new customers and applications have a retention period of 3 months, while existing customers retain recordings for 7 years. Only App Owners or Supervisors can modify these settings. - -{/* AG: Verify correctness of retention period mentioned above and copyedit to shorten it. Every customer isn't on 7 year period - the setting is customizable in the platform. */} +Use the **Data Retention Period** feature to configure how long voice call recordings are retained. Select a retention period from 1 day to 7 years. New applications use a default retention period of 3 months, which administrators can change. Enable email notifications before recording deletion. Email notifications are unavailable when the retention period is less than 1 month. Administrators must acknowledge recording deletion before the system deletes recordings. The system records retention setting changes, email preference updates, and successful and failed recording deletions in the audit logs. Only **App Owners** and **Supervisors** can modify these settings. ### Attachment Retention Period diff --git a/ai-for-service/automation/how-tos/use-agentnode-and-searchai-to-generate-answers.mdx b/ai-for-service/automation/how-tos/use-agentnode-and-searchai-to-generate-answers.mdx index c2feb5161..1ec053496 100644 --- a/ai-for-service/automation/how-tos/use-agentnode-and-searchai-to-generate-answers.mdx +++ b/ai-for-service/automation/how-tos/use-agentnode-and-searchai-to-generate-answers.mdx @@ -23,7 +23,7 @@ Index your content in Search AI: ### Step 2: Create a Dialog and Configure the Agent Node -1. [Create a new dialog.](/ai-for-service/automation/dialogs/manage-dialogs#create-a-dialog-task) +1. [Create a new dialog.](/ai-for-service/automation/agent-flows#dialog-tasks) 2. Add an [Agent Node](/ai-for-service/automation/agent-node) to the dialog. Select your model and tool calling prompt. 3. Add a **System Context** that instructs the model to use Search AI results. For example: diff --git a/ai-for-service/automation/intelligence/events.mdx b/ai-for-service/automation/intelligence/events.mdx index 229ae8e87..e1c10e52a 100644 --- a/ai-for-service/automation/intelligence/events.mdx +++ b/ai-for-service/automation/intelligence/events.mdx @@ -218,7 +218,7 @@ Sentiment Events detect a user's emotional state and trigger specific behaviors The NLP interpreter analyzes user utterances for tone and stores scores in the context object. Use these scores in conditional transition statements to drive dialog flow. -Introduced in v7.0. Not supported in all languages. [Learn more](/ai-for-service/app-settings/language-management/multi-lingual-bot-behavior#multilingual-ai-agent-behavior). +Introduced in v7.0. Not supported in all languages. [Learn more](/ai-for-service/app-settings/language-management/multi-lingual-bot-behavior). ### Configure a Sentiment Event diff --git a/ai-for-service/channels/add-genesys-chat-channel.mdx b/ai-for-service/channels/add-genesys-chat-channel.mdx index 0caed3f7a..b448c7b84 100644 --- a/ai-for-service/channels/add-genesys-chat-channel.mdx +++ b/ai-for-service/channels/add-genesys-chat-channel.mdx @@ -34,15 +34,7 @@ After the integration, you can do the following: To set up **Genesys Cloud CX Messaging** as a channel, use your account on the [Genesys Cloud](https://genesys.my.site.com/customercare/RequestAccount) Platform and enable a webhook for the platform to receive messages. -The steps to add the channel are summarized below: - -1. [Create a Bot Connector](#step-1-create-a-bot-connector) and [Link the App to the Connector](#step-1-create-a-bot-connector). -2. [Create an App in the Kore.ai Web/Mobile Client](#step-2-create-an-app-on-the-platform). -3. [Create the OAuth Client App in the Genesys Developer Console](#step-3-create-the-oauth-client-app-on-genesys-developer-console). -4. [Create an inbound message flow](#step-4-create-an-inbound-message-flow). -5. [Configure the Messenger SDK](#step-5-configure-the-messenger-sdk). -6. [Enable the Channel](#step-6-enable-the-channel). -7. [Publish the App](#step-7-publish-the-app). + ## Step 1: Create a Bot Connector diff --git a/ai-for-service/channels/add-nice-incontact-channel.mdx b/ai-for-service/channels/add-nice-incontact-channel.mdx index 101df33a9..2f585546a 100644 --- a/ai-for-service/channels/add-nice-incontact-channel.mdx +++ b/ai-for-service/channels/add-nice-incontact-channel.mdx @@ -49,17 +49,17 @@ Perform the following steps to enable Nice inContact as a channel, download the Steps to configure the Nice inContact as a channel - **DFO**: -1. [Step 1 (Common): Install Nice Studio](#step-1-common-install-nice-studio) -2. [Step 2 (Common): Import the Studio Script and Create a Custom Exchange EndPoint](#step-2-common-import-the-studio-script-and-create-a-custom-exchange-endpoint) -3. [Step 3 (for DFO): Create the Chat Point of Contact](#step-3-for-dfo-create-the-chat-point-of-contact) -4. [Step 4 (for DFO): Create the Digital Routing Queue for the Agent Transfer](#step-4-for-dfo-create-the-digital-routing-queue-for-the-agent-transfer) +1. [Step 1 (Common): Install Nice Studio](#step-1-common--install-nice-studio) +2. [Step 2 (Common): Import the Studio Script and Create a Custom Exchange EndPoint](#step-2-common--import-the-studio-script-and-create-a-custom-exchange-endpoint) +3. [Step 3 (for DFO): Create the Chat Point of Contact](#step-3-for-dfo--create-the-chat-point-of-contact) +4. [Step 4 (for DFO): Create the Digital Routing Queue for the Agent Transfer](#step-4-for-dfo--create-the-digital-routing-queue-for-the-agent-transfer) Steps to configure the Nice inContact as a channel - **Legacy Chat**: -1. [Step 1 (Common): Install Nice Studio](#step-1-common-install-nice-studio) -2. [Step 2 (Common): Import the Studio Script and Create a Custom Exchange EndPoint](#step-2-common-import-the-studio-script-and-create-a-custom-exchange-endpoint) -3. [Step 3 (for Legacy Chat): Create the Chat Point of Contact](#step-3-for-legacy-chat-create-the-chat-point-of-contact) -4. [Step 4 (for Legacy Chat): Enabling the Agent Transfer](#step-4-for-legacy-chat-enabling-the-agent-transfer) +1. [Step 1 (Common): Install Nice Studio](#step-1-common--install-nice-studio) +2. [Step 2 (Common): Import the Studio Script and Create a Custom Exchange EndPoint](#step-2-common--import-the-studio-script-and-create-a-custom-exchange-endpoint) +3. [Step 3 (for Legacy Chat): Create the Chat Point of Contact](#step-3-for-legacy-chat--create-the-chat-point-of-contact) +4. [Step 4 (for Legacy Chat): Enabling the Agent Transfer](#step-4-for-legacy-chat--enabling-the-agent-transfer) ### Step 1 (Common): Install Nice Studio diff --git a/ai-for-service/quality-ai/configure/conversation-sources.mdx b/ai-for-service/quality-ai/configure/conversation-sources.mdx index 112b74436..4fb4b14bc 100644 --- a/ai-for-service/quality-ai/configure/conversation-sources.mdx +++ b/ai-for-service/quality-ai/configure/conversation-sources.mdx @@ -5,7 +5,7 @@ sidebarTitle: Conversation Sources Conversation Sources define the systems from which Quality AI ingests and processes conversations for AutoQA and Conversation Intelligence. -Quality AI supports both Human Agent and AI Agent conversation sources. The Automation AI conversation source enables Quality AI to process conversations from Automation AI Experience Flows. When enabled, AutoQA evaluates bot conversations using evaluation forms assigned to Experience Flows, while Conversation Intelligence analyzes conversations for sentiment, topics, and intents. +Quality AI supports both Human Agent and AI Agent conversation sources. The Automation AI conversation source enables Quality AI to process conversations from Automation AI Experience Flows. When enabled, AutoQA evaluates Agent AI conversations using evaluation forms assigned to Experience Flows, while Conversation Intelligence analyzes conversations for sentiment, topics, and intents. The Conversation Sources page helps you: @@ -29,15 +29,15 @@ Navigate to **Quality AI** > **Configure** > **Conversation Sources**. ### Automation AI -Automation AI enables AutoQA, Conversation Intelligence, default evaluation form creation, and Experience Flow-based evaluation for bot conversations. +Automation AI enables AutoQA, Conversation Intelligence, default evaluation form creation, and Experience Flow-based evaluation for AI agent conversations. | Property | Details | | ---------------------------- | ----------------------------------------------------- | -| AutoQA | Enabled automatically when source is enabled | -| Conversation Intelligence | Enabled automatically when source is enabled | -| Default evaluation form | Created and assigned to all Experience Flows | -| Experience Flow availability | Flows become available for evaluation form assignment | -| Processing scope | AI Agent (bot) conversations from Experience Flows | +| **AutoQA** | Enabled automatically when source is enabled | +| **Conversation Intelligence** | Enabled automatically when source is enabled | +| **Default Evaluation Form** | Created and assigned to all Experience Flows | +| **Experience Flow Availability** | Flows become available for evaluation form assignment | +| **Processing Scope** | AI Agent conversations from Experience Flows | ### Contact Center AI (CCAI) @@ -132,7 +132,7 @@ Configure queues for Agent AI and Quality AI Express to route conversations corr ### Add a Queue -1. Navigate to **Quality AI** > **CONFIGURE** > **Conversation Sources**. +1. Navigate to **Quality AI** > **Configure** > **Conversation Sources**. 2. Enable **Agent AI**, **Quality AI Express**, or both. 3. Select **Add Queue** and fill in the details: @@ -209,7 +209,7 @@ This format doesn't validate start and end dates-timestamps are used only for re | Role | Permissions | |------|-------------| -| **Auto QA access** | Enable/disable Quality AI Express, save and modify settings | +| **Auto QA access** | Enable or disable Quality AI Express, save and modify settings | | **Limited access users** | View-only interface, can't save configurations | | **Agent-level access** | Toggle enable/disable, can't save settings |