Contact Center AI Migration from XO v10 to v11

This document provides step-by-step instructions for upgrading your SmartAssist or Contact Center AI (CCAI) account to XO v11. The upgrade process ensures a streamlined transition to the new platform.

Prerequisites

• A valid SmartAssist account.
• The user with Bot Owner access can only upgrade the SmartAssist account.

Pre-Upgrade Checklist

• Download reports that aren't supported in the XO v11. Agent Login Logout Details Report-If you need data from this report, go to SmartAssist, rerun the report before the upgrade, and download the reports.
• Learn about changes and enhanced features.
• Tell your SmartAssist users of the new upgrade and downtime.
• During the upgrade, they're terminated if there are any active conversations on all channels (or wait for them to taper off).
• The system preserves all other data (in Reports, Dashboards, etc.).

What Changes

Bot to App Transition

The bot system is transitioning to a consolidated app in the XO11 application. SmartAssist Instance bot and child bots become individual Apps on XO v11.

Workflow Migration

All existing workflows transfer to their current state. The system maintains flows containing deflection nodes during the transfer, but with a renewed experience. The system combines Conversational Input and Run Automation.

User and Role Migration

User migration aligns with the user management framework. All current roles transfer directly. The system recreates SmartAssist roles as custom roles, maintaining identical permissions, with the naming convention: {roleName}_{instanceBotName}.

Use Case Handling

After the upgrade, configurations made in use cases in SmartAssist work as before on XO v11, but the dialogs won't be visible. If you want to make any changes contact Support.

Agent Transfer Settings

The system preserves agent transfer configurations implements them at the application level.

Default Flow Changes

XO v11 discontinues the existing default flows, such as No Agents Available and Out of Hours, that were previously available from the left navigation menu because dedicated flow types now support these scenarios.

New or Changed Reports

• Agent Entry-Exit Summary Report (New Report): This report won't include login or logout events, but tracks the Agent’s app entry and exit events.
• Agent Activity Summary Report (Changed Report): This report no longer contains the first login and last logout fields; instead, it includes the agent’s App Entry and Exit fields.
• If you need reports with previous columns, rerun them in SmartAssist before upgrading to XO v11. The reports run with new columns after the upgrade.

Billing Structure Change

Billing structure changes for different user categories:

• Enterprise users convert to XO v11 Enterprise standard (includes Automation AI, Contact Center AI, Basic RAG Search AI, Basic Agent AI).
• Non-Enterprise Free users receive an XO v11 trial version for Automation AI and Search AI, with a “Try now” option for Agent AI and Search AI.
• Non-Enterprise paid users ($10>) receive an XO v11 trial version for Automation AI and Search AI, with a “Try now” option for Agent AI and Search AI.

Updated Automation Node in Experience Flows

The updated node features new transitions (On Success and On Failure) and expanded Default routing options that let users to select linked apps along with the current app. During migration, existing Let the bot handle configurations map to appropriate radio buttons in XO v11, and Go to a node selections map to Exit Automation and go to a selected node under the respective success or failure categories, maintaining the same connections. For Agent Transfer functionality, the system either uses existing configurations from Conversational IVR (as these nodes are now merged in XO v11) or create new Agent Transfer nodes with the default Connect to Agent dialogs. This migration preserves the SmartAssist user experience and maintains the same behavior when configuring Let the bot handle options, with no return path unless the flow encounters an Agent Transfer Node.

Deflection Flow

After migrating to XO v11, the Deflect to Chat node in SmartAssist experience flows continues to function as configured, preserving original use cases and behavior. XO v11 supports chat deflection triggers based on the selected configuration—Automation or Agent Transfer—through a similar Deflection Flow node.

Within Agent Transfer selections, chat deflection remains available in both waiting and transfer contexts. XO v11 introduces a new Deflection Flow node for voice channels. Default flows (Default Conversational Input Voice Flow and Agent Deflection Flow) and custom flows using Deflect to Chat automatically upgrade to use this node.

By default, the node uses trigger using automation context. Flow developers can override it by selecting trigger using user selection, which prompts a dropdown for Chat Automation or Agent Transfer. The system validates that the Go to node is set for User Selection. If missing, an error appears. Chat Automation selections don't require this validation.

Migrated flows appear under Start Flows. The Deflection Flow node is available in both Start and Conditional Voice flows, enabling testing and support for the Waiting experience in voice deflection.

Note

To use the Deflection Flow, users must upgrade to enable automation access.

Important Points

Upgrade Access Impact

The upgrade process is irreversible, and the system can't revert accounts upgraded from SmartAssist to XO v11 to their previous state. If an error occurs during the upgrade, the system automatically reverts the process, and users continue to access SmartAssist.

Localization

The XO11 Contact Center UI only supports English, Japanese, and Korean. After migration, the system automatically switches users who selected any other app language to English.

Audit Trail Requirements

• On Initiating an upgrade, the system creates Audit Events records.
• The system tracks upgrade status updates throughout the process.

Role-Based Access Control

• Only app owners have upgrade privileges for both the SmartAssist instance and child bots.
• After the upgrade, agents and supervisors receive notifications about upgrades.
• Users can use existing credentials to access the XO v11.
• The system redirects agents and supervisors to XO v11 for content center operations.

Upgrade Journey from SmartAssist to XO v11

Upgrade Notification

Steps to initiate the upgrade to XO v11:

1. Log in to SmartAssist > Configurations. A notification displays at the top of the screen.
   

2. The following options are available:

   • Learn More: Redirect to XO v11 Documentation.
   • Go to new XO Platform: Redirect to the XO v11 Platform.

3. Select Go to new XO Platform to initiate the upgrade.

   Note

   Only app owners can upgrade the SmartAssist instance bots and child bots.

4. Login to XO v11 using your SmartAssist credentials.
   

5. All apps (SmartAssist and automation bots) appear. Select the SmartAssist bot to upgrade to an App in XO v11.
   

6. A pop-up appears with the following options:

   • Why Upgrade?
   • Attention
   • Upgrade
     Select Continue.
     

7. The system selects the Include Agent Configuration checkbox by default. It includes agent profile data, agent group assignments, agent-to-skill mappings, agent-to-experience flows, and agent-to-queue mappings. Select Download & backup your bot, and select Start Upgrade. The system downloads the following configuration data:

   • Instance-bot configurations.
   • Agent-related information (for example, agent mapping to queues and agent groups).
   • Experience flow and channel configurations
   • All contact center settings, including:
     • Standard responses,
     • Digital forms,
     • Conversation status control configurations,
     • All other relevant SmartAssist configurations.
       

   Note

   A complete backup of your SmartAssist configuration is downloaded. While this data can’t be imported into XO10 or XO v11, it serves as a reference for troubleshooting any issues that may arise during migration.

8. A progress bar displays. Select Finish on completion.
   

   The system selects the Send Email to SmartAssist users option by default. When the app owner selects Finish, the system sends an email to tell users about the upgrade. Selecting Visit Documentation Portal redirects the user to the XO v11 documentation page.
   

   Note

   Supervisors and agents cannot access XO11 during the upgrade. Users can log in to XO11 and see the app to which they have access only after the instance bot is upgraded to an app. They can log in using their SmartAssist credentials.

9. A success message displays. In XO11, the SmartAssist instance bot upgrades to an app.
   

Upgrade Failure

If there is an error during the upgrade, the system stops the upgrade and instantly auto reverts it.

1. An error notification appears on the upgrade window.
   

2. The upgrade process is auto reverted, highlighting the steps where issues occurred during the upgrade.
   

3. Select the Download Audit Log to download the .CSV file, share it with Support for further assistance, and select Close.
   

   The system redirects you to the XO v11 home page.

Post Upgrade Journey

License Migration

SmartAssist License is seamlessly migrated for existing SmartAssist Enterprise accounts to XO v11 by automatically provisioning predefined module-specific licenses. The License Migration specifically manages the automatic enablement of appropriate license tiers for Contact Center AI, Automation AI, Search AI, and Agent AI modules based on the customer’s existing SmartAssist configuration and usage patterns.

Access the modules on the XO v11 platform by selecting the Product Switcher at the top-left corner.

Upgrade of Instance Bot and Child Bot to XO v11

• Enterprise licenses from SmartAssist are automatically analyzed and converted into equivalent module-specific licenses on XO v11.
• The system provisions new licenses across four distinct AI modules based on the customer’s previous usage and configuration:
  • Contact Center AI
  • Automation AI
  • Search AI
  • Agent AI
• The system integrates the license conversion process into the broader upgrade framework to maintain uninterrupted service access for customers during the transition.

Note

When upgrading an account associated with SmartAssist, the instance bot does not initially appear in XO v11. Contact the Support team, to execute a migration script to make the instance bot visible in XO v11 for that account. Afterward, the instance bot must be upgraded, which then becomes the Contact Center AI instance. At this stage, the SmartAssist configurations are properly migrated to Contact Center AI.

Upgrade Access Matrix

Enterprise Standard

App Owner

• Default landing: CCAI flows and channels page.
• Access rights:
  • Contact Center AI: Full access (excluding Campaigns, Case Management, and Quality Management).
  • Automation AI: Full access.
  • Search AI: Basic RAG access.
  • Agent AI: Basic access.

Supervisor_BotName

• The system limits access to CCAI.
• No access to Automation AI, Search AI, or Agent AI.
• Data Restrictions: The system limits monitor access to supervised queues.
• Available features: Monitor dashboard without queue restrictions.

Agent_BotName

• The system limits access to CCAI.
• No access to Automation AI, Search AI, or Agent AI.
• Landing page: Agent Console.
• Data access: Limited to own interactions.
• Available features: Agent Console, Interactions Dashboard, My Dashboard.

CustomRole_BotName

• The system grants access based on configured permissions.
• If granted, include Automation AI access alongside CCAI.
• Landing page determined by permissions:
  • Flow Management permission → Flows and Channels
  • Monitor permission → Monitor
  • Agent Console permission → Agent Console

Non-Enterprise

App Owner

• Default landing: CCAI flows and channels page (trial version).
• Access rights:
  • Contact Center AI: Full trial access (excluding Campaigns, Case, and QM).
  • Automation AI: Full trial access.
  • Search AI: Basic RAG with “Try Now” option.
  • Agent AI: Basic access is available with the “Try Now” option.

Other Non-Enterprise Roles

• Similar restrictions as Enterprise Standard, but in trial mode.
• The system limits supervisor and agent roles to CCAI trial access.
• Custom roles follow the permission-based access model.

Automation Bots Upgrade

Enterprise Automation Bots

• App Owner:
  • Default landing: Automation AI flows page.
  • Full access to Automation AI.
  • Full access to CCAI.
  • Basic RAG access for Search AI.
  • Basic Agent AI access.
• All other roles (Supervisor, Agent, Custom): No access.

Non-Enterprise Automation Bots

• App Owner:
  • Default landing: Automation AI flows page (trial version).
  • “Try Now” access to Contact Center AI.
  • The trial version of Search AI with Basic RAG.
  • “Try Now” access to Agent AI.
• All other roles (Supervisor, Agent, Custom): No access.

Data Access Restrictions

• Supervisors: Limited to assigned queue data.
• Agents: Limited to their own interaction data.
• App Owners: No data restrictions.
• Custom Roles: Based on assigned permissions.

Roles and Permissions

The system maps roles in SmartAssist at the instance bot level. After the upgrade to XO v11, the system maps these roles-including default and custom roles-at the workspace level.

SmartAssist Role	XO v11 CCAI Role
Instant bot creator in SmartAssist	App Owner
Agent	Agent + botName
Supervisor	Supervisor + botName
Custom roles	Custom roles + botName

Roles in Contact Center AI have additional access see Role Management for details.

SmartAssist vs Contact Center AI Documentation Links

SmartAssist	XO11 Contact Center AI Module
Experience Flows	1. Inbound Flows are moved to Flows & Channels > Start Flows. Learn more 2. Call Disconnect Flow moved to Flows & Channels > Exit Flows. Learn more 3. All other flows moved to Contact Center AI > Conditional Flows. Learn more
Waiting Experience	Moved to Contact Center AI > Waiting Flows. Learn more
Use Cases	Deprecated. Existing Q&A use cases are moved to Answers > Knowledge AI > FAQs. Learn more Existing conversation use cases are moved to Automation > Use Cases > Dialogs. Learn more Ability to classify conversation use cases for automation, deflection, or agent transfer is deprecated. Modify dialogs to include agent transfer nodes manually.
Skills	Moved to Contact Center AI > Skills. Learn more
Queues	Moved to Contact Center AI > Queues. Learn more
Hours of Operation	Moved to Contact Center AI > Hours of Operation. Learn more
Default Flows	Deprecated. Use conditional flows for no agents available & out of hours. Learn more
Users	Moved to Contact Center AI > Agent Management > Agent Groups. Learn more
Agent Groups	Moved to Contact Center AI > Agent Management > Agent Groups. Learn more
Agent Settings	Moved to Contact Center AI > Agent Management > Agent Settings. Learn more
Role Management	Moved to Users > Access Controls > Role Management. Learn more
Agent Status	Moved to Contact Center AI > Agent Management > Agent Status. Learn more
Service Level	Moved to Contact Center AI > Performance Management > SLAs & Alerts. Learn more
Channels > Voice	Moved to Flows & Channels > Channels > Voice Gateway. Learn more
Channels > Chat	Moved to Flows & Channels > Channels > Digital. Learn more
Channels > Email	Moved to Flows & Channels > Channels > Digital. Learn more
Agent Transfer > Voice	Moved to App Settings > Integrations > Voice. Learn more Note: Additional settings may be required.
Agent Transfer > Chat	Moved to App Settings > Integrations > Chat. Learn more Note: Additional settings may be required.
Agent Console	Moved to Contact Center AI > Console. Learn more
Monitor	Moved to Contact Center AI > Console > Monitor. Learn more
Surveys	Moved to Contact Center AI > Configurations > Surveys. Learn more
Agent Forms	Moved to Contact Center AI > Configurations > Agent Forms. Learn more
Dispositions	Moved to Contact Center AI > Agent Management > Dispositions. Learn more
Languages & Speech	Moved to Contact Center AI > Configurations > Languages & Speech. Learn more
Standard Responses	Moved to Contact Center AI > Configurations > Response Templates. Learn more
Interactions	Moved to Contact Center AI > Analytics > Interactions. Learn more
Queues & Agents	Moved to Contact Center AI > Analytics > Queues & Agents. Learn more
Reports	Moved to Contact Center AI > Analytics > Reports. Learn more
API Setup	Moved to App Settings > Dev Tools > API Scopes. Learn more
Widgets	Moved to Contact Center AI > Configurations > Widgets. Learn more
AgentAssist settings	Moved to the AgentAI module. Learn more
SearchAssist	Moved to the AgentAI module. Learn more
Advanced settings	Moved to Contact Center AI > Configurations > Advanced Settings.

Note

SmartAssist is nearing its end-of-life. All new Contact Center features will be developed exclusively on XO v11. Existing users must migrate to ensure uninterrupted service and continued feature access.

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Related Links

• What's New in XO v11
• Key Differences Between XO v11 and v10

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