Benefits

Linking AI skills to queues offers several advantages for contact center operations:

  • Targeted suggestions: Targeted suggestions: Agents receive contextually relevant suggestions tailored to the specific type of inbound or outbound interactions handled by each queue.

  • Optimized performance: AI processing resources are used efficiently by activating the correct AI skill only when interactions flow through its associated queues, minimizing unnecessary processing.

  • Scalability: Enables management of a diverse range of customer inquiries across multiple queues, each supported by a specialized AI skill, supporting organizational growth and adaptation.

  • Enhanced agent efficiency: Context-aware suggestions help agents respond more quickly and accurately, reducing handle times and improving productivity.

Operational notes and limitations

Follow these notes and considerations for effective linking of AI skills to queues:

  • One queue, one AI skill: A single queue can be linked to one AI skill at a time to prevent conflicting suggestions for the same interaction.

  • One AI skill, multiple queues: A single AI skill can be linked to multiple queues, which is useful if several queues handle similar types of inquiries.

  • Media streaming for voice channels: For voice interactions, media streaming must be enabled for all queues linked to AI skills. Media streaming duplicates the audio stream, enabling real-time transcription which is essential for the AI skill to generate suggestions. For details, see Enable real-time transcripts for agents.

  • Impact of removing queues: If you attempt to unassign a queue from an AI skill, a confirmation message will appear, especially if active calls may be affected.

  • Batch unassignment: If an AI skill is linked to more than 50 queues, you may need to unassign them in batches due to system limitations.

  • Deletion of AI skills: An AI skill cannot be deleted while it is still linked to any queues. Unassign all queues before deleting a skill.

Prerequisites

Before linking AI skills to queues, ensure the following requirements are met:

  • Suggested responses enabled: Ensure that the Suggested responses feature toggle is enabled. For instructions, refer to the Enable suggested responses for Webex Contact Center.

  • AI Assistant add-on SKU: Your organization must have purchased the AI Assistant add-on SKU (A-FLEX-AI-ASST) for Webex Contact Center.

  • Webex AI Studio access: You must have administrator privileges to access the Webex AI Studio platform.

  • Configured AI skill: At least one AI skill must be created, configured, and published in Webex AI Studio. For more information, see Create and manage AI Assistant skills.

  • Configured queues: The target queues must be set up in your Webex Contact Center. For more information, refer to the Create queues and configure routing patterns article.

Linking AI skills to queues

To ensure agents receive precise, context-aware suggestions, link your AI skills to the appropriate queues as follows:

1

Sign in to Control Hub and navigate to Services > Contact Center.

2

In the navigation pane, go to AI Assistant under Desktop Experience.

3

Under Suggested responses, click Assign AI Assistant skills to select the AI skills and the queues you want to link.

4

Select an AI skill and locate the Assigned Queues section, which displays the queues currently linked to this skill.

5

Click Add Queues.

6

In the Select Queues screen, use the search bar to find specific queues by name.

7

Select the check boxes next to the queues you want to link to this AI skill.

You can select up to 50 queues at a time. To link additional queues, repeat this process.

8

Click Save to assign the selected queues to the AI skill.