Administration

The Administration section covers everything you need to configure and maintain your Agent Assist deployment. From initial tenant setup through ongoing knowledge base management and performance monitoring, these guides walk you through each administrative task.

Administrators are responsible for:

• Configuring tenant settings, assist mode, and CCaaS integrations
• Building and maintaining knowledge bases that power agent suggestions
• Managing coaching playbooks and queue assignments
• Deploying and branding the agent widget
• Monitoring system health and reviewing analytics to improve assist quality

Sections

Section	Description
Setup & Configuration	Tenant configuration, CCaaS integration, widget deployment, and Salesforce setup
Knowledge Bases	Create and manage knowledge bases, upload documents, connect external sources, tune RAG settings, and configure feedback-based reranking
Coaching	Create coaching playbooks with step-by-step guidance and assign them to queues
Analytics	Feedback reports, gap analysis, service health monitoring, and conversation history

Additional Features

These features are configured within the Settings page of the portal:

Feature	Description
Coaching	Create playbooks with step-by-step guidance and assign them to queues. Configure deterministic, generative, or hybrid coaching modes. See Tenant Configuration.
Domain Keywords	Add industry-specific terminology to improve classifier accuracy. See Tenant Configuration.
Prompt Caching	Enable Gemini context caching to reduce classifier token costs. See Tenant Configuration.
Widget Branding	Customize logo, colors, and icons. See Widget Deployment.

Permissions

All administration tasks require the Admin role (or Tenant Admin / Platform Admin). Contact your platform administrator if you need access.