Agent Assistant Configuration

The Agent Assistant (AA) is an additional LUCS client application installed on Agent PCs. It allows Agents to manage their settings, i.e. Profiles, Presence States, Not Ready Reasons, by themselves without the need to be signed into the LUCS Frontend. This chapter handles the AA configuration, needs to be applied to individual agents in order to be effective.

For handling instructions of Agent Assistant and a description of all its features, head to the chapter → Usage of Agent Assistant.

Manage AA Configurations

The 'Agent Assistant' configuration page allows you create configuration sets for AA application (installed on Agent PCs). Once configured to connect to a LUCS server, an AA client will automatically retrieve and apply settings, as they are assigned to individual agents.

The 'Agent Assistant' page is accessible on Settings -> Agents section -> Agent Assistant.

As Administrator you can either "Add" or open any existing Agent Assistant profile in the list, which will show details as follows:

Agent Assistant Page Details

The Agent Assistant page contains following settings:

Control Name	Description
Name	Agent Assistant configuration name.
Organization Unit	Select Organization Unit to which the Agent Assistant will be assigned.
Description	Agent Assistant configuration description.
AA Settings
Break button during ACW	When checked, AA Application shows 'After Call Work' balloon with a 'Break' button. If agent clicks on it, the ACW time will expire and SfB state will change to 'Away'. When unchecked, 'Break' button is not displayed.
Allow ACW extension	When checked, AA Application shows 'After Call Work' balloon with 'Extend' button. If agent clicks on it, the ACW time will go until agent stops it on 'Finish' button. When unchecked, 'Extend' button is not displayed.
Allow ACW cancel	When checked, AA Application shows 'After Call Work' balloon with 'Finish' button to stop 'After Call Work'. When unchecked, 'Finish' button is not displayed.
Signal RONA Type	RONA notification format in Lync client: Aa Balloon. Agent will get the balloon pop-up with Reset button. SfB State will be set to RONA. Lync Status Only. No messages. RONA state will be set in Lync. Screen Overlay. The screen will be overlaid with Reset button. SfB State will be set to RONA.
Not-Ready-Reason Request Type	NRR setting format in Lync client: Manual Answer. Agent needs to set NRR manually in balloon pop-up. Automatic Answer. The default NRR will be set automatically and saved in DB. Timed Answer. After the time expires, NRR-balloon disappears and agent cannot add a NRR anymore. The default NRR will be set automatically and saved in DB.
Not-Ready-Reason Request Type: Time	Allows to set duration time for Timed Answer type.
Conversations To Close → See chapter and table below	Allows to manage closing of conversation windows depending on a selected parameter, Conversation Context-Channel and a type of a call. Conversation Context-Channel includes: "Task Completion Codes" "Send Parameters to AA-CRM-Module" Expected behavior: Conversation Context-Channel are present → All conversations will be closed depending on the parameter state Conversation Context-Channel are not present → Audio/video conversations will be closed in any cases Other cases will be closed depending on the parameter state
Reset Time	A "Reset to default profile backoff time in sec" defined in short as as "reset time" to define an AA time-window (e.g. with ACW, TCC/CSC) is closed in case a connection loss. This is also used for sessions clean-up reasons. "reset time" can be between 10sec and 60sec This time applies when either of following scenarios in AA apply: Logoff - All windows are closed → Profile is reset and Extended ACW is stopped immediately Connection Lost / Restore → Profile as before OR set to default after [reset time] was met NRR: A new NRR window is triggered based on presence change RONA: Shown with Reset button active (independent of AA-AM connection), unless the Agent resets RONA by changing presence (e.g from Away to Online) ACW: If ACW time has not ended yet the ACW pop-up is shown again Extended ACW: Is shown again if the following cases did not apply: Do not start new extACW after [reset time] Stop existing extACW after [reset time] Toast/Modules for active conversation are shown again after restore TCC: Is shown again after restore for active conversations (also for a conversation in ACW state) TCC Selections where (reset time) was reached are not shown anymore
Extended Toast	When checked, the supertoast is activated for AA application and available for an agent. When unchecked, the supertoast is not available for an agent.
On Ring	Expanded : the toast is opened when a call tries to reach an agent Collapsed : the toast is hidden when a call tries to reach an agent
On Accepted	Expanded : the toast is opened when an agent answers the call Collapsed : the toast is hidden when an agent answers the call
Enable Conversation Context Restore	Option allows to enable possibility to reopen accidentally closed conversation context during the call. By default the option is disabled.
Startup Applications
Applications	The list of added Startup Applications.

Conversations to Close Parameter

The following matrix shows expected behavior of a conversation window depending on a selected value of 'Conversations to close' parameter:

Conversation to close parameter ► Call Type	No	AudioVideoOnly	IMOnly*	AllConversations*
IM	not closed	not closed	closed	closed
IM + CCTX	not closed	not closed	closed	closed
Audio/Video	closed	closed	closed	closed
Audio/Video+CCTX	not closed	closed	not closed	closed

IMOnly and AllServiceConversation - SfB Settings Required

To start using IMOnly or AllConversation options, tabbed conversations on Skype for Business client need to be disabled:

Click on the cog icon at the top right of the window.
In the left menu click on 'IM'.
Uncheck the 'Enable tabbed conversations' check box.