Agent Assist - Overview

The Agent Assist is a configurable page of the Live Agent. The users choose to connect with live agents through Agent Assist for the resolution of their issues when they are not satisfied with the solution provided by BigFix AEX. To access the "Agent Assist”, open the following URL:

https://tenant/admin#/agentassist

• Agent Assist follows the Role-Back Access Control (RBAC) mechanism. These roles are defined in the User Management System (UMS). The roles are “Admin” and “Supervisor”.
• In UMS, 2 groups are created:
  • Admin: Admin group has the access level of 0, so an admin can access all routes.
  • Supervisor: This group has an access level of 999, which is the lowest and the agent assist route is configured in it.
  Note:

  For more details on how to use the Agent Assist, please refer to the " Agent Assist Guide.ditamap"