Cognigy Live Agent - Cognigy Documentation

About Live Agent

Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.

Cognigy Live Agent is a contact center solution that is designed to work exclusively with Cognigy.AI.

Live Agent is built for human agents to handle escalated conversations from AI Agents.

The system automatically assigns human agents based on their expertise and availability, which helps businesses optimize efficiency, scalability, and deliver exceptional customer support.

Features

• Conversations: Conversation is a core component of Live Agent. Explore conversation’s interface and start implementing conversation routing.
• Build Processes: Organize your human agents’ work. Create inboxes, add agents, and group them into teams.
• Assistants: Use virtual assistants to support your human agents, enabling them to respond to user queries more accurately and efficiently.
• Analytics Tools: Use to enhance and optimize human agent performance, maximizing productivity and efficiency.
• Automation and Logs: Automate routine tasks and track user actions in Live Agent.
• Administer: Manage your account settings and assign roles such as Agent, Supervisor, and Administrator to different users based on their responsibilities and access level.
• User Profile and Notifications: Live Agent users can manage their profile settings and configure notifications based on their preferences.