The Agent Assist hub is a panel in the agent desktop that combines generative knowledge assist and agent coaching capabilities. The Agent Assist hub includes a Generative AI Knowledge Assist module and an Agent Coaching module. These capabilities are available based on your conversation profile settings. For more information, see Set up Agent Assist.
Agent Assist hub is only available in the agent desktop. It's not available in the agent adapter. If your contact center uses the agent adapter, configure Agent Assist for Generative Knowledge Assist. For more information, see Configure Agent Assist for calls globally and Configure Agent Assist for chats globally.
Before you begin
Before you use the Agent Assist hub, do the following:
By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance.
Configure Agent Assist hub for calls
To configure Agent Assist hub for calls, follow the instructions in Configure Agent Assist for calls globally. At step 3, select Agent Assist Hub.
Configure Agent Assist hub for chats
To configure Agent Assist hub for chats, follow the instructions in Configure Agent Assist for chats globally. At step 3, select Agent Assist Hub.
Add an Agent Assist hub panel to the agent desktop
To add an Agent Assist hub panel to the agent desktop, follow the instructions in Create a desktop layout. At step 11, drag the Agent Assist Hub widget into a panel.