About Agent Assist

NOTE   This is a new feature that is not yet generally available. If you would like early access to this feature, contact your Calabrio Account Manager.

Agent Assist is a GenAI-powered assistant embedded directly within Calabrio WFM. It empowers agents with natural, conversational self-service across their daily scheduling needs.

Agent Assist offers the following benefits:

• Native multilingual experience that empowers global teams and expands adoption across diverse geographies and industries.

• Human-like, GenAI conversations.

• Seamlessly synced with WFM data and scheduling policies, providing real-time, accurate, and actionable responses.

• Context-aware intelligence, where interactions respect business rules and real-time conditions.

• Agent-first design that is optimized for daily use and easy access with minimal training.

NOTE   There is a limit of 30 messages in a rolling 30-day window. Each message uses one slot of the allowance. After 30 days, that message drops off and frees the slot again. The clock is always rolling, which means that it slides forward day by day, not resetting at the start of a new month.

EXAMPLE   On Sept 1, you send 5 messages, so you have 25 left. On Sept 15, you send 10 more messages, so you have 15 left. On Oct 1, the 5 messages from Sept 1 are now older than 30 days, so they do not count anymore. Therefore, you have 20 messages available again.

Ease of adoption and change management

Agent Assist is built for easy and seamless deployment. If you're already using Calabrio WFM, activating Agent Assist requires minimal setup due to its native integration and alignment with existing workflows.

Designed with agents in mind, the intuitive interface means little to no training is needed. Agents can simply start a conversation and receive answers immediately.

Transparency for agents

Agents always know where they stand. Agent Assist explains in plain language the reasons behind every approval, denial, or change. If a request cannot be granted, agents receive clear, actionable feedback and suggested next steps, reducing confusion and support queries.

Enterprise-grade controls

Agent Assist's actions are instantly validated against eligibility rules and permissions set by admins and supervisors, aligning interactions with operational policies. This not only streamlines approvals but also promotes efficient workforce operations and compliance, significantly reducing the supervisor workload.

Use case scenario	How Agent Assist helps
I need time off on [date]	Agent Assist typically responds by confirming the date, absence type (for example, vacation or sick leave), and duration before submitting the request.
Apply for a part-day absence from [start time] to [end time]	You can use this scenario if you need a few hours off. Agent Assist checks the minimum duration and increments before confirming the absence.
What absence types are available to me?	You can use this scenario if you are unsure about your absence options (for example, vacation or time off in lieu). Agent Assist lists eligible absence types based on policy and balance.
Show me available overtime slots	Agent Assist fetches real-time availability based on staffing needs and your eligibility.
Request overtime on [date/time]	This is a direct request to work extra hours, often validated against rest rules and staffing gaps.

Agent Assist is fully integrated with all Workforce Management (WFM) settings relevant to the supported use cases. Direct links to these settings are provided at the end of this document for easy reference.

Agent Assist supports the following 59 languages:

Prerequisites

You have the MyTime > Agent Assist permission.

Page location

WFM > MyTime > Agent Assist

Procedures

Request an absence or overtime with the help of Agent Assist

1. Click Agent Assist on the upper-right of the page. A chat window opens.
   
2. Ask Agent Assist to check the possibility for you to have time off or to work extra hours. Agent Assist will guide you through the flow.
3. (Optional) To minimize the chat, click the top of the chat window.
   
4. (Optional) If you change your mind in the middle of a chat and want to return to the tile menu, click the speech bubble icon.
   

NOTE   For details about information security, policies, and compliance documentation, visit the Calabrio Trust Center: https://trust.calabrio.com

Related topics

• Request time off
• Request to work extra hours
• View your requests
• Request time off or extra hours through chat
• Create rules to handle absence requests
• Create rules to handle overtime requests
• How using budget allowance works
• Manage personal accounts for absences in the client