Agent Assist Integration with NICE CXone

Overview

This document provides an overview of what’s required to successfully install Agent-Side Assist with NICE CXone Studio.

Agent Assist (AA) is a real-time support tool that enhances agent performance during customer interactions by providing dynamic suggestions, automated actions, and contextual knowledge search. It is designed to reduce agent cognitive load, shorten response times, and ensure consistency across all conversations.

AA operates as an extension of the OCP platform, integrating Natural Language Understanding (NLU) models, orchestrator flows, and knowledge base resources to support voice or chat interactions in real time.

The core functionality includes:

Live transcript monitoring: Continuously processes the active conversation.
Intent-based response suggestions: Uses trained models to detect customer intent and suggest responses or actions.
Knowledge search: Retrieves relevant knowledge base content based on detected keywords or context.

You can read more information about the Agent Assist Widget features in the Agent Assist Widget User Guide.

Prerequisites

Before you integrate Agent Assist with NICE CXone Studio you must first have completed the following tasks:

API integration is only necessary in Agent Assist through Call Recoding. It is not required for AA audio streaming services.

Arrange a free call number available in NICE.
Create a Personal Access Token that belongs to the same group as the AA profile.

Audio Streaming using NICE Agent Assist Hub

In order for AA to work in a CCaaS platform it is necessary to stream the audio from both channels in real-time. NICE provides the ability for AA to receive the audio stream from both Patron and Agent channels. A NICE Agent Assist Hub custom integration must be set up and configured.

Creating and Configuring the NICE Agent Assist Hub:

From Agent Assist Hub click Add Agent Assist App

Select Сustom Agent Assist Endpoints, enter an AGENT ASSIST APP NAME and click Next

Configure the Agent Assist Hub

In the table below once can find the parameters that need to be configured in the Agent Assist Hub application:

Field	Description	Value
AGENT UI OPTION	Defines how the Agent Desktop UI will be displayed	No Assist Panel shown to Agent
PARTICIPANTS	Determines the relay targets - channels to be streamed to Agent Assist middleware	Both (in our case we need both Patron and Agent)
AUDIO RELAY ENDPOINT	This is the Agent Assist web socket where the audio must be relayed from NICE	wss://{{base_url}}/agent-vb-mw/nice/stream?idmToken={{idm_token}}

NICE CXone script

To create a new script log in NICE CXone Studio, follow the steps below:

Select a new script file from the File menu

Select a General Purpose Script for Phone application.
Create a script. Use the below sample as a foundation.

*Example of a simple NICE CXone script that launches the Agent Assist UI*

Configure the Script Param Payload. Add the following snippet.

JSON

DYNAMIC customPayload
customPayload.ani="{e164ani}"
customPayload.agentId="{AGENTID}"
customPayload.agentSkill="{global:__skill}"
customPayload.callId="{contactId}"
customPayload.masterId="{masterid}"
customPayload.tenantId="{busno}"
customPayload.aaProfile="{agent_assist_profile_id}"
customPayload.ccaasProvider="NICE_IN_CONTACT"
customPayload.customProperties.Ani="{e164ani}"
customPayload.customProperties.Dnis="{e164dnis}"
ASSIGN customPayloadJSON="{customPayload.asJSON()}"

Parameter	Variable Type	Description	Mandatory
`ani`	string	The phone number of the caller	YES
`agentId`	string	ID of the target agent as created and configured in NICE	YES
`agentSkill`	string	Skill ID as created and configured in NICE	YES
`callId`	string	The ID of the ongoing session - equivalent of ContactId native variable in NICE.	YES
`masterId`	string	The unique identifier of an end to end session in NICE.	YES
`tenantId`	string	Tenant ID - the equivalent of Business Unit in NICE	YES
`aaProfile`	string	The ID of the Agent Assist profile as retrieved from OCP Agent Assist Console	YES
`ccaasProvider`	string	The name of the CCaaS where the integration takes place - always NICE_IN_CONTACT when it comes to NICE	YES
`customProperties`	list	Any additional information - such as Customer Data - a developer wants to pass to the Agent Assist widget (as a list)	NO

Ensure that the scriptParams property in the Agent Assist action is set to {customPayloadJSON}.
agent_assist_profile_id is one’s profile id as copied from OCP Console following the configuration;
agentId and agentSkill parameters must not be empty;
customProperties are optional;
masterId and tenantId must always be assigned exactly as placed above retrieving their values from NICE native variables.

Request a Token through a REST API call from within NICE CXone script using the custom payload as body. More details about the Get Session Token request can be found in the Agent Assist API documentation.
Insert the Name of the Agent Assist Application as created in the NICE Agent Assist Hub.

Assign the token as a parameter in the Agent Assist UI URL: https://{base_url}/agent-assist/?token={token}

You can download a sample NICE CXone script that escalates a call directly to an agent and launches the Agent Assist UI:

Agent-Assist-v1.0.0.XML

See also: