NiCE CXone AAH - Cognigy Documentation

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The NiCE CXone AAH Endpoint enables you to deploy Agent Copilot directly through NiCE CXone Agent Assist Hub (AAH). This deployment mode lets you use Agent Copilot in the NiCE CXone Mpower contact center without a Cognigy.AI Agent.

Prerequisites

An account on the NiCE CXone platform.
Access to the CXone Mpower Agent in NiCE CXone AAH.
Install the NiCE CXone Agent WebRTC extension.
Generate a Cognigy.AI API key.
Configure an Agent Copilot Flow.
A 256-bit string secret to sign a JSON Web Token (JWT). Both Cognigy.AI and NiCE CXone use the same secret to authenticate via JWT and establish a secure connection. For more information, read the JWT documentation.

Limitations

When the end user hangs up, the Agent Copilot window on the NiCE CXone AAH platform closes, and the human agent can no longer access it.

General Endpoint Settings

Setting	Description
Flow	Select the Agent Copilot Flow to use for the Endpoint. You can enter manually by clicking Manual Input below the Flow list. Click next to the Flow list to open the selected Flow in the Flow editor.
Endpoint URL	The Endpoint URL serves as the interface to the Endpoint. You need this URL to configure the AAH in NiCE CXone.
Enable Endpoint	Toggle to activate or deactivate the Endpoint. This setting is enabled by default.

Specific Endpoint Settings

Parameter	Description
NiCE CXone AAH Authentication	Select a NiCE CXone AAH connection from the list. Alternatively, click next to the list to configure a connection to NiCE CXone AAH by filling in the following fields: - Connection name — enter a unique name. - API Key — enter a Cognigy.AI API key.

How to Set Up

Setup on the Cognigy.AI Side

Configure a NiCE CXone AAH Endpoint

Go to Deploy > Endpoints.
On the Endpoints page, click + New Endpoint.
In the New Endpoint section, configure the following:
Select the NiCE CXone AAH Endpoint type.
1. Add a unique name.
2. Select a relevant Agent Copilot Flow from the list. Save changes.
In the Configuration Information section, copy the Endpoint URL and save it for later use in NiCE CXone. This URL is composed of two parts, the server address and the URL token. For example, if the Endpoint URL is https://endpoint-trial.cognigy.ai/69ad2e3f9a1bc351eac7aa234cee41c2967d7b0b9dbbdba6b5711357bdgaa1a8, then:

The server address is https://endpoint-trial.cognigy.ai/.
- The URL token is 69ad2e3f9a1bc351eac7aa234cee41c2967d7b0b9dbbdba6b5711357bdgaa1a8.

Activate the Enable Endpoint setting.
In the NiCE CXone AAH Setup section, click next to the NiCE CXone AAH Authentication field and add a NiCE CXone AAH connection by filling in the following fields:

Connection name — enter a unique name.
- API Key — enter a Cognigy.AI API key.

In the Copilot section, configure the following:

Copilot Type — select Workspace.

Toggle on the Enable Copilot Authentication option.
Click next to the Agent Copilot Authentication field to configure the JWT connection:

Connection name — enter a unique name.
- JWT Secret — enter the string to be used as the JWT secret.

(Optional) Activate the Accept Only JWT Requests option to block any requests to the Agent Copilot URL that don’t contain a valid JWT. This parameter is deactivated by default. Activating this parameter is useful for security reasons because it ensures that access requests that include only the user and session IDs are blocked.

Setup on the NiCE CXone Side

Create an Agent Assist App in NiCE CXone
On the NiCE CXone platform, click the Applications selector in the upper-left corner.
1. Go to Others > Automation & AI. The Automation & AI window opens.
2. In the left-side CXone Mpower Hubs menu, select Agent Assist Hub. The Agent Assist Hub panel appears. Click Add Agent Assist App.
3. At Step 1: General Information, configure the following:

Agent Assist App Name — enter a unique name. Copy and save the name for later use in NiCE CXone. - Select Agent Assist App Type — select Cognigy Assist.
1. At Step 2: Configuration, configure the following:
Endpoint URL — enter the server address from the Endpoint URL that you saved previously, for example, https://endpoint-trial.cognigy.ai/. - Agent Assist URL — enter the base URL of Agent Copilot, for example, https://agent-copilot-trial.cognigy.ai/. - URL Token — enter the URL token from the Endpoint URL that you saved previously, for example, 69ad2e3f9a1bc351eac7aa234cee41c2967d7b0b9dbbdba6b5711357bdgaa1a8. - API Key — enter the API key generated in NiCE CXone. - JWT Secret Key — enter the string to be used as the JWT secret.
1. Click Create.

Create a Transcription Profile
In the CXone Mpower Hubs menu, select Transcription Hub > Continuous Stream and click Add Transcription Profile and configure the following:
At Step 1: General Information, configure the following:

Transcription Profile Name — enter a unique name. Copy and save the name for later use in NiCE CXone. - Select Provider — select your transcription provider.
1. At Step 2: Configuration, configure according to the selected provider.
2. Click Create and close the Automation & AI window.

Create a Campaign
On the NiCE CXone platform, click the Applications selector in the upper-left corner and select ACD.
1. In the left-side menu, select Campaigns.
2. In the upper-right corner, click + Create Campaign and give the campaign a unique name.
Create a Script
On the NiCE CXone platform, click the Applications selector in the upper-left corner and select Studio.
1. In the upper-right corner, click New Script and select Phone.
2. In the left-side menu, click actions and type Begin in the Search actions field.
3. Drag the Begin action onto the canvas.
4. Hover over the Begin action and click the circle on the right. The Choose Action widget opens.
5. Type Agent Assist in the Search actions field and select the Agent Assist action from the list. The Agent Assist is set on the canvas.
6. Click the Agent Assist action and paste the Agent Assist App Name that you saved previously in the Assist Launch Config Name field.
7. Hover over the Agent Assist action and click the circle on the right. The Choose Action widget opens.
8. Type Continuous Transcription in the Search actions field and select the Continuous Transcription action from the list. The Continuous Transcription action is set on the canvas.
9. Click the Continuous Transcription action and configure the following:

TranscriptionProfileName — paste the Transcription Profile Name that you saved previously. - Enabled — enter true. - Participants — enter Both. - GenerateUtteranceEvents — enter false.
1. In the upper-right corner, click Create.
2. Enter a unique name in the Name field and click Create.

Create an ACD Skill
In the left-side menu of the ACD application, select ACD Skills.
1. Click + Create New and select Single Skill.
2. In the Name & Other Details section, configure the following:

Media Type — select Phone Call. - Skill Name — enter a unique name. - Inbound/Outbound — select Outbound. - Campaign — select the campaign you created previously. - Custom Script — select the script you created previously.
1. In the upper-right corner, click Create.

Assign the Skill to the ACD User
In the left-side menu of the ACD application, select ACD Users.
1. Select the ACD user you want to assign the skill to from the list. You can type their name in the Search field to find them.
2. Go to the Skills tab, select the skill you previously created from the Add Skills list and click Add Skills. The skill is moved to the Assigned Skills list.
3. In the Proficiency column of the skill you assigned, select 1 - Highest from the list. Click Save Proficiencies.

Test the Endpoint

After you’ve set up the Endpoint, you can test Agent Copilot by clicking the Screen Pops icon and making a call through the NiCE CXone Agent interface.