Type = Technical Guides,; Topic = Supply Chain Work Management (SCWM),;Persona = Solution Designer, Solution Partner,; Orchestration =; Function = Supply Chain,

Live agents

Live Agents are company-specific agent instances created from promoted Standard Agent Profiles or Company Agent Profiles. While an agent profile defines the reusable agent design, a Live Agent applies that design to a specific business context, such as an application, process network, enterprise service, or assigned human manager. Agent Admins create Live Agents from promoted profiles and configure the required access, memberships, and human user relationships for the instance.

After creation, a Live Agent moves through its own lifecycle: Evaluate, In Service, and Retired. Agent Admins can review the Live Agent before use, move it to In Service when it is ready, and retire it when it should no longer operate. Changes made to the original agent profile do not automatically affect existing Live Agents, which helps keep active instances stable.

Create and administer live agent instances

Create a live agent instance from a promoted Standard Agent Profile or Company Agent Profile, configure the instance for the required business context, and manage it through its lifecycle.

Agent Administrators can create live agent instances from Standard Agent Profiles or Company Agent Profiles. A live agent instance is specific to the company and business context in which it operates.

Agent Administrators can configure details such as the instance name, allowed profile changes, process network or enterprise service, and human manager.

  1. Select the Main Menu icon.
  2. Select OPUS Agent Manager.
  3. Select Standard Agent Profiles or Company Agent Profiles from the left menu.
  4. Select the Name hyperlink of the promoted agent profile from which the live agent instance must be created.
  5. Select the Create Live Agent button.

  6. Fill in the following fields in the General section:

    1. Name field - Enter the name of the live agent instance.

    2. Display Name field - Enter the display name that helps users identify the live agent instance.

    3. Human User field - The human manager who will supervise the work performed by the live agent instance.

  7. Select Apply.
    The live agent instance is created.

  8. Review the inherited profile details.

    The live agent instance inherits its intent, objectives, outcomes, tasks, decisions, rules, metrics, and guardrails from the selected agent profile.

  9. Update the fields that can be modified for the live agent instance, if needed.

    1. Objectives field - Remove objectives that do not apply to this live agent instance. New objectives cannot be added.

    2. Metrics field - Update the metrics that apply to this live agent instance.

    3. How To field - Update the instructions for the business context in which this live agent instance operates.

    4. Guardrails field - Update the scope boundary, data boundary, or operation limit for this live agent instance.

  10. Click the Add icon on the Memberships panel in the Access section to define where the live agent instance can operate.

    1. Application field - Select the application for which the live agent instance needs membership.
    2. Process Network Name field - Select the process network for the selected application.
    3. Roles field - Assign the role that the live agent instance needs for the selected application and process network.

  11. Click the Add icon on the Human Users panel in the Access section to assign the human manager for the live agent instance.

    1. Relationship Type field - Select Manager as the relationship type.
    2. Human User field - Select the name and email of the user who will manage the live agent instance.

  12. Select the Save button.
    The live agent instance is created in the Evaluate state.

Search for live agent instances to view the agents created from promoted Standard Agent Profiles or Company Agent Profiles.

  1. Select the Main Menu icon.
  2. Select OPUS Agent Manager.
  3. Select Live Agents from the left menu.
  4. Select the Filter button.

  5. In the Filters panel, fill in one or more of the following fields to filter the results:

    1. Name field - The name of the live agent instance.
    2. State drop-down - The state of the live agent instance, such as Evaluate, In Service, or Retired.
  6. Select Apply.
    A list of live agent instances is displayed based on the filter results.

Move a live agent instance to In Service after the Agent Admin evaluates the instance and confirms that it is ready for use.

  1. Select the Main Menu icon.
  2. Select OPUS Agent Manager.
  3. Select Live Agents from the left menu.
  4. Select the Name hyperlink of the live agent instance on the search page.
  5. Review the live agent instance details.
  6. Select the Move to button.
  7. Select In Service.
    The live agent instance moves to the In Service state.

Retire a live agent instance when it should no longer be used.

  1. Select the Main Menu icon.
  2. Select OPUS Agent Manager.
  3. Select Live Agents from the left menu.
  4. Select the Name hyperlink of the live agent instance on the search page.
  5. Review the live agent instance details.
  6. Select the Move to button.
  7. Select Retired.
    The live agent instance moves to the Retired state.