A
Agent Copilot A Cognigy product that offers a variety of features in a workspace and empowers human agents to provide faster and more accurate customer support. You can customize the Agent Copilot workspace with widgets that display the most relevant information for chat and voice use cases. When embedded into your contact center’s desktop, Agent Copilot enhances the overall efficiency of your contact center. For more information, read the Agent Copilot documentation. Agent Copilot Flow A Flow separate from the AI Agent Flow to which you add Agent Copilot Nodes. The Agent Copilot Flow controls the workspace arrangement on the contact center side and the widgets in the workspace. The Copilot: Set Grid Node is required in this Flow to set the workspace layout. Other Agent Copilot Nodes provide functionality to the widgets in the workspace. For more information, read the Agent Copilot Configuration documentation. Agent Copilot Nodes Nodes that allow you to configure and control the Agent Copilot workspace from a Flow. Agent Copilot Nodes include configuration Nodes, plug-and-play widgets, and customization Nodes that provide advanced capabilities to the widgets in the workspace. For more information, read the Agent Copilot Nodes documentation.E
Embedded Deployment A deployment method where Agent Copilot is integrated directly into the contact center’s agent desktop interface, providing human agents with real-time assistance within their existing workflow. For more information, read the Agent Copilot Embedding documentation.G
Grid A JSON object that defines the layout structure of the Agent Copilot workspace. The grid specifies the number of columns and rows, the gap between tiles, and the position and size of each tile through tile IDs. You configure the grid using the Copilot: Set Grid Node or via the Cognigy.AI API. For more information, read the Configure the Workspace documentation.P
Plug-and-Play Widgets Pre-built Agent Copilot Nodes that require minimal configuration to integrate into the Agent Copilot workspace. Examples include the Identity Tile, Next Action Tile, Sentiment Tile, and Transcript Tile. These widgets provide ready-to-use functionality for common use cases. For more information, read the Agent Copilot Nodes documentation.S
Standalone Deployment A deployment method where Agent Copilot operates as an independent application rather than being embedded into a contact center platform. For more information, read the Standalone Agent Copilot documentation.T
Tile A configuration object in the Agent Copilot grid that represents a visual component in the Agent Copilot workspace. Each tile corresponds to an Agent Copilot Node in the Agent Copilot Flow and must have a unique tile ID. Tiles can display content such as HTML, adaptive cards, iframes, or specialized widgets like sentiment analysis or knowledge retrieval. For more information, read the Configure the Workspace documentation. Tile ID A unique identifier assigned to each tile in the Agent Copilot workspace. The tile ID is used in the grid configuration to define the tile’s position and size, and it must match the tile ID specified in the corresponding Agent Copilot Node. For example,transcript, knowledge, or next-action. For more information, read the Tile ID documentation.