Managing tickets and agents using the real time monitoring assistant

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<p id="docs-hc-snippet" style="display: none;">The real time monitoring assistant helps reduce contact center pressure by enabling users to take contextual actions using natural language, including updating the following:</p>
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<p class="p" dir="ltr">The real time monitoring assistant helps reduce contact center pressure by
enabling users to take contextual actions using natural language, including updating the
following:</p>
<ul class="ul" id="real_time_monitoring_assistant__ul_xkf_rc2_jkc">
<li class="li" dir="ltr">Agent status (individually and in bulk) </li>
<li class="li" dir="ltr">Agent skills (individually)</li>
<li class="li" dir="ltr">Agent capacity (individually)</li>
<li class="li" dir="ltr">Ticket reassignment amongst groups and agents (individually and in
bulk)</li>
<li class="li" dir="ltr">Conversation escalation from AI agents to human agents (individually and
in bulk)</li>
</ul>
<p class="p" dir="ltr">This helps ensure reporting accuracy, maintain service levels, and support both
agents and customers.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="real_time_monitoring_assistant__ul_g31_3c2_jkc">
<li class="li"><a class="xref" href="#topic_ybp_qb2_jkc">Preparing to use the real time monitoring assistant</a></li>
<li class="li"><a class="xref" href="#topic_htm_xd2_jkc">Turning the real time monitoring assistant on or off</a></li>
<li class="li"><a class="xref" href="#topic_ybx_qb2_jkc">Accessing the real time monitoring assistant</a></li>
<li class="li"><a class="xref" href="#topic_l2z_4pj_jkc">Using the real time monitoring assistant</a></li>
<li class="li"><a class="xref" href="#topic_ynx_qb2_jkc">Auditing actions taken by the real time monitoring assistant</a></li>
<li class="li"><a class="xref" href="#topic_v1y_qb2_jkc">Current limitations</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ybp_qb2_jkc">
<h2 class="title topictitle2" id="ariaid-title2">Preparing to use the real time monitoring assistant</h2>
<div class="body">
<p class="p">To use the monitoring assistant, ensure that the following prerequisites are in
place:</p>
<ul class="ul" id="topic_ybp_qb2_jkc__ul_bsy_gc2_jkc">
<li class="li">Your account has access to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real time monitoring dashboards</a>.</li>
<li class="li">Your account has omnichannel routing turned on (See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">Turning on omnichannel routing</a>).</li>
<li class="li">You have Explore admin or editor permissions (See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Giving users access to Explore</a>).</li>
</ul>
<p class="p" dir="ltr">If you're using an Enterprise plan, you can configure a custom role with
the following settings:</p>
<ul class="ul" id="topic_ybp_qb2_jkc__ul_uh4_kyj_jkc">
<li class="li">
<strong class="ph b">Manage agent status</strong>: Gives users access to the monitoring assistant.</li>
<li class="li">
<strong class="ph b">Manage skills</strong> and <strong class="ph b">Manage capacity</strong>: Provides fine-grained controls
over the actions a user can take.</li>
</ul>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Creating custom roles and assigning
agents</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_htm_xd2_jkc">
<h2 class="title topictitle2" id="ariaid-title3">Turning the real time monitoring assistant on or off</h2>
<div class="body">
<p class="p">The real time monitoring assistant is turned on by default. However, if required you
can turn it off and on from Admin Center.</p>
<p class="p"><strong class="ph b">To turn the real time monitoring assistant on or off</strong></p>
<ol class="ol" id="topic_htm_xd2_jkc__ol_wgp_g22_jkc">
<li class="li" dir="ltr">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_htm_xd2_jkc__image_wzv_xdl_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png"> People in the sidebar, then select
<strong class="ph b">Workspaces</strong> &gt; <strong class="ph b">Analytics</strong>.</li>
<li class="li" dir="ltr">On the Analytics page, select <strong class="ph b">Monitoring assistant</strong> to turn the
monitoring assistant on, or deselect it to turn it off.<p class="p"><img class="image" id="topic_htm_xd2_jkc__image_dmb_qf2_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob_mon_assist_1.png" width="650"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">The monitoring assistant is now turned on or off in your account.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ybx_qb2_jkc">
<h2 class="title topictitle2" id="ariaid-title4">Accessing the real time monitoring assistant</h2>
<div class="body">
<p class="p">You'll find the monitoring assistant icon<img class="image" id="topic_ybx_qb2_jkc__image_lgy_dc2_jkc" src="https://support.zendesk.com/hc/article_attachments/10352912823450" width="25"> in the real
time monitoring prebuilt dashboards.</p>
<ol class="ol" id="topic_ybx_qb2_jkc__ol_mgy_dc2_jkc">
<li class="li">In the Zendesk product tray, click <strong class="ph b">Analytics</strong>.<p class="p"><img class="image" id="topic_ybx_qb2_jkc__image_e12_5mk_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob_mon_assist_4.png" width="275"></p>
</li>
<li class="li">Click the real time monitoring home icon (<img class="image" height="20" id="topic_ybx_qb2_jkc__image_ogy_dc2_jkc" src="https://support.zendesk.com/hc/article_attachments/10352943867034" width="20">).<p class="p">The
real time monitoring home page opens.</p>
<p class="p"><img class="image" id="topic_ybx_qb2_jkc__image_vpv_bnk_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob_mon_assist_7.png" width="800"></p>
</li>
<li class="li">Click any dashboard to open it.</li>
<li class="li">Click the monitoring assistant icon (<img class="image" id="topic_ybx_qb2_jkc__image_tmc_2nk_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob_mon_assist_8.png" width="25">).<p class="p"><img class="image" id="topic_ybx_qb2_jkc__image_m5h_gnk_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob_mon_assist_9.png" width="800"></p>
</li>
</ol>
<p class="p">You're now ready to start using the monitoring assistant.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_l2z_4pj_jkc">
<h2 class="title topictitle2" id="ariaid-title5">Using the real time monitoring assistant</h2>
<div class="body">
<p class="p">The real time monitoring assistant supports several natural language prompts that you
can use to take contextual actions in your account. </p>
<p class="p"><strong class="ph b">To enter a prompt</strong></p>
<ul class="ul" id="topic_l2z_4pj_jkc__ul_zwc_frj_jkc">
<li class="li">In the <strong class="ph b">Ask a question</strong> field, enter your prompt, then press Enter.</li>
<li class="li">Respond to any follow-up questions from the assistant, then press Enter
again.</li>
</ul>
<p class="p">If the prompt is valid, the monitoring assistant takes the required action and
displays a confirmation message.</p>
<p class="p"><img class="image" id="topic_l2z_4pj_jkc__image_fsd_vrj_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob_mon_assist_2.png" width="350"></p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_ky2_1rj_jkc">
<h3 class="title topictitle3" id="ariaid-title6">Example prompts for the monitoring assistant</h3>
<div class="body">
<p class="p">The real time monitoring assistant supports a variety of natural language
prompts, including:</p>
<ul class="ul" id="topic_ky2_1rj_jkc__ul_icw_ysj_jkc">
<li class="li">Change Simone Avery's status to offline</li>
<li class="li">Assign ticket #156731 to Joe Smith</li>
<li class="li">Update Jane Smith's capacity</li>
<li class="li">Assign all of Joe Smith's tickets to Pauline Jones</li>
<li class="li">Assign ticket #156731 to the Billing_support group</li>
<li class="li">Remove Tessa Whitmore from the Spanish skill</li>
</ul>
<p class="p"><img class="image" id="topic_ky2_1rj_jkc__image_ufp_dsj_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob_mon_assist_3.png" width="350"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ynx_qb2_jkc">
<h2 class="title topictitle2" id="ariaid-title7">Auditing actions taken by the real time monitoring assistant</h2>
<div class="body">
<p class="p">All actions taken using the monitoring assistant are viewable in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828001434" target="_blank">audit log,</a> similar to the screenshot below:</p>
<p class="p"><img class="image" id="topic_ynx_qb2_jkc__image_zwd_n4k_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rob_mon_assist_88.png" width="800"></p>
<p class="p"><strong class="ph b">To view the audit log</strong></p>
<ul class="ul" id="topic_ynx_qb2_jkc__topic_msk_g4r_slb_ul_ej4_3ss_jsb">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ynx_qb2_jkc__topic_msk_g4r_slb_d9e460" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Logs &gt; Audit log</strong>.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_v1y_qb2_jkc">
<h2 class="title topictitle2" id="ariaid-title8">Current limitations</h2>
<div class="body">
<p class="p">The real time monitoring assistant currently has the following limitations:</p>
<ul class="ul" id="topic_v1y_qb2_jkc__ul_c2w_5b2_jkc">
<li class="li">If a user doesn’t enter a command for 10 minutes, the monitoring assistant panel
will refresh, meaning they have to start the flow again.</li>
<li class="li">If the user doesn’t confirm their action after two minutes, the action will
expire, and they will be prompted to start the flow again. </li>
<li class="li">Users must provide the agent’s full name to change their status; partial names
are not accepted. For example, entering "Rob" instead of "Robert" for the first
name, or "Doe" instead of "Doe-Bell" for the surname, will not be
recognized.</li>
<li class="li">There is a limit of 500 characters in the input box for the monitoring
assistant.</li>
<li class="li">If an agent has not logged in since OCR was turned on for the account, it is not
possible to change their status using the monitoring assistant. </li>
</ul>
</div>
</div>
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