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[This article is prerelease documentation and is subject to change.]
You can create Customer Assist Agent directly from the Microsoft Contact Center Intelligence portal. Agents you create here use the same underlying builder as agents created from Copilot Studio, so you can start in whichever surface fits your workflow and continue configuring the agent later from either place.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
When to create an agent from this portal
Create an agent from the Contact Center Intelligence portal when you want enterprise contact center capabilities, such as live-agent handoff with non-Microsoft contact centers, biometric authentication, and quality insights, available from the start. You can also create an agent from Copilot Studio and connect it to Contact Center Intelligence capabilities later.
Prerequisites
- Access to the Contact Center Intelligence portal.
- A role that allows you to create agents, such as Administrator or Builder/Maker. For more information, see Use Contact Center Intelligence.
Create an agent
- Open the Contact Center Intelligence portal, and sign in.
- In the site map, select Customer Assist Agent.
- On the agent list page, choose how you want to start:
- Describe what you want to build: Enter a description of the agent you want to create, and let the builder generate a starting point for you.
- Start from scratch: Select Create agent to start with a blank agent.
- If you started from scratch, the Name your agent dialog opens.
- Enter a name for your agent in Agent name.
- Optionally, expand Agent settings to configure additional options before creation.
- Select Create.
Your new agent opens in the builder, where you can configure its instructions, skills, tools, knowledge, and other settings.
What's next
Configuring an agent created from the Contact Center Intelligence portal works the same as configuring one created from Copilot Studio, since both surfaces share the same builder. For details on configuring instructions, skills, tools, knowledge, events, and sub-agents, see Create a new agent (Customer Conversation).