Hide 'Agent Assist' on a new Record in Configurable Workspace

Nitin_NOW
Tera Guru

‎05-03-2024 11:24 AM

Hello - We rcently migrated from 'Agent Workspace" to "Configurable Workspace" and have started using 'CSM/FSM Workspace". We have a requirment to hide 'Agent Assist'  icon (contextual side panel) on a new Record in CW. In the past while using Agent Workspace, there is a setting in "Agent Assist" ('sys_declarative_action_assignment' table) conditions tab to hide the icon on new record, but the same setting is not working on CW. 

 

Setting in Agent Workspace:

Nitin_NOW_0-1714759967232.png

 

Configurable Workpace vs Agent Workspace

Nitin_NOW_1-1714760655928.png

 

Is there a setting/configuration to hide the Agent Assist on CW? TIA

 

Thanks,

Nitin

 

 

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James Chun
Kilo Patron
In response to Nitin_NOW

‎05-06-2024 05:31 PM

Hey @Nitin_NOW,

 

Right... I installed the CSM/FSM Workspace in my PDI and can see that the above doesn't resolve the issue.

Furthermore, after some investigation, I am wondering if this could be a system defect.

 

It seems like hiding the Agent Assist in the CSM/FSM Workspace is different from the SOW.

The following condition is evaluated to hide/display the Agent Assist icon.

JamesChun_0-1715040963372.png

The value of 

@data.side_panel_tab_management_controller_1.agentAssistConfigId corresponds to 0a73bc83c3041300e2fd5cb981d3ae29.
I suspect this is a sys_id of a configuration record where you can specify a condition to hide/display the Agent Assist. However, I wasn't able to find this record which makes me think if there is another plugin or if the value is incorrect.
 
I would recommend raising a Support case for this, keen to see what they come back with