Title: Resolving Error in NICE Agent Assist with Kore Bot Integration
Issue: Users encounter a error in the NICE Agent Assist panel when initiating a chat or phone call with the Ascent Agent AI bot.
Error:
Cause: The issue appears to be related to misconfigurations in the integration settings for the search API and the Agent Assist panel within the NICE application.
Symptoms:
- The Agent Assist loads in the MAX panel.
- When questions are asked, the Assist Home panel displays the error.
- The issue occurs for both chat and voice interactions.
Solution:
- Verify the configurations related to the Agent Assist panel in the MAX application to ensure they are set up correctly.
- Check the integration settings for the search API to identify any misconfigurations or errors that may be causing the issue.
- Review any logs or error messages in the system to pinpoint the exact cause of the error during chat or phone call initiation.
- Ensure that the bot is published after enabling the necessary configurations for the search functionality and summarization features.
- The search feature flag has to be enabled and the bot has to be published.
- The summarization functionality should also be active for voice.
Troubleshooting Steps:
- Confirm whether the identical response appears when using the search assist functionality.
- Capture and provide the HAR file while reproducing the issue.
- Verify the behavior in the talk-to-bot interface and report whether the same message renders correctly or if any error messages are displayed.
- Check the bot configuration, including Search AI setup and Knowledge Graph or Doc Assist settings.
- If the issue persists, reach out to the technical support team for further assistance, providing detailed logs and timestamps of the interactions where the error occurred.