Agent AI Playbook

Playbooks give contact center agents structured, step-by-step guidance for handling customer interactions. Supervisors create and manage playbooks to help agents maintain consistent quality, even during high call volumes or complex situations.

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Playbook Types

Type	Description
Primary	Standard playbooks triggered for all assigned agents. Include Open and Close stages with multiple configurable steps. Always visible on the Agent AI widget.
Dynamic	Situation-specific playbooks triggered by a customer utterance or dialog execution. A lightbulb icon on the widget alerts the agent when a Dynamic Playbook matches.

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Create a Playbook

Create a Primary Playbook

1. Sign in to the XO Platform.

2. Select AgentAI > EXPERIENCE > Agent Playbook.

   

3. Select + New Playbook.

4. Fill in the General Settings:

   Field	Description
   Playbook Name	A name that reflects the playbook’s purpose.
   Description	A short description of what the playbook covers.
   Type	Select Primary (selected by default).
   Tags	Labels for grouping and searching similar playbooks. Press Enter after each tag.
   Step Progression	Sequential — steps must be completed in order. Random — agents can complete steps in any order.
   Channels	Voice or Chat.

5. Select Save. The playbook is created with two default stages (Open and Close) and sample steps.

   

6. Select Done.

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Create a Dynamic Playbook

1. Sign in to the XO Platform.

2. Select Configuration > Playbook.

3. Follow steps 3–4 from Create a Primary Playbook, but select Dynamic in the Type field. A Triggers menu appears.

   

4. Select the Assignments menu to define which agents see this playbook.

   

5. Select the Triggers menu to define when the playbook appears on the widget.

   

6. Choose a trigger type:

   By Customer’s Utterance:

   1. Enter an utterance. The AI generates similar utterances with frequency data.
   2. Select the utterances to include.
   3. Select Add.

   By Dialog Execution:

   1. Select a Dialog Task from the Automation list.
   2. Select when the playbook triggers:
      • Initiated — triggers when the Dialog Task starts.
      • Completed — triggers when the Dialog Task finishes.

7. Select Save.

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Configure Playbook Steps

Stages and Steps

Playbooks are organized into Stages (primary groupings) and Steps (tasks within each stage). Primary playbooks have Open and Close stages by default. Dynamic playbooks start with no stages — you add them manually.

Create a Step in a Primary Playbook

1. Open the playbook and select + Add Step.
2. Enter a Step Title and Step Body.
3. To allow sending the step content to the customer, enable Enable send/copy button (available for Voice channel only).
4. Select Add Buttons and choose Yes/No confirmation buttons.
   • Yes — marks the step as complete.
   • No — marks the step as incomplete.
5. Optionally change button colors or delete buttons.
6. Select Save.

Create a Step in a Dynamic Playbook

1. Open the Dynamic Playbook and select + Add Stage.
2. Enter a stage name and select the tick mark.
3. Select + Add Step, then follow steps 2–6 from Create a Step in a Primary Playbook.

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Step Adherence

Step adherence tracks whether an agent completed a step. By default, agents mark steps complete manually. You can configure automatic adherence based on utterances or dialog execution.

To configure automatic adherence:

1. Open the playbook and select + Add Step.

2. Select the Step Adherence button.

3. Choose an adherence method:

   By Utterance:

   1. Select Agent Utterance or Customer Utterance.
   2. Enter an utterance. The AI suggests similar options with frequency data.
   3. Select the utterances to include.
   4. Select Apply.

   By Dialog Execution:

   1. Select a Dialog Task from the Automation list.
   2. Select when adherence is recorded:
      • Initiated — step is marked complete when the task starts.
      • Completed — step is marked complete when the task finishes.

4. Select Apply.

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Assign a Playbook

Control which agents see the playbook.

1. Open the playbook and select the Assign button in General Settings.

2. Choose an assignment option:

   Option	Behavior
   Trigger for all Interactions	Visible to all agents for all interactions.
   Trigger for Selected Agents	Visible only to the selected agents or groups.

3. Select Save.

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Edit a Playbook

1. Sign in to the XO Platform.

2. Select Configuration > Playbook.

3. Select Edit on the playbook.

   

4. Select Settings and make your changes.

5. Select Update.

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Delete a Playbook

1. Sign in to the XO Platform.

2. Select Configuration > Playbook.

3. Select Delete on the playbook.

   

4. Confirm by selecting Yes.

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Edit a Step

1. Sign in to the XO Platform.
2. Select Configuration > Playbook.
3. Select Edit on the playbook.
4. Select the step you want to edit.
5. Make changes on the Step Configuration page.
6. Select Update.

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Delete a Step

1. Sign in to the XO Platform.

2. Select Configuration > Playbook.

3. Select Edit on the playbook.

4. Select Delete on the step.

   

5. Confirm by selecting Yes in the Delete Step window.

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