Series: Set up Genesys Agent Assist

Configure your organization to use Agent Assist

Prerequisites

Configure your organization to use Agent Assist

  1. Click Admin.
  2. Under Contact Center, click Assistants > New Assistant.
  3. Click Menu > Digital and Telephony > Interaction Assets > Assistants.
  4. Click New Assistant.
  5. Under Name, enter a name which represents the role of the assistant.
  6. Select the purpose provider of the assistant: Digital, or Digital & Voice.
  7. Select the language, and the corresponding knowledge base.
  8. Click Save.
  9. Queues appears at the top of the screen, next to Assistant. Select Queues.
  10. Select Assign to queues. 
  11. From the list, select the queue or queues you want to assign the Genesys Agent Assist assistant to. To add the queue or queues to the assistant, click  Assign.
  12. Repeat steps 2–4 to assign more queues to the assistant. 
Note: Genesys Agent Assist is assigned on a single, per queue basis. If the queue you select is assigned to a different assistant, a message appears, asking you to reassign the new assistant. To remove a queue from the assistant, click Unassign next to the queue name, then click  Yes.

Enable policy-based on the trunk

Enabling recording is mandatory for Genesys Agent Assist transcription. The data are deleted after the transcription is done.

For more information, see Enable policy-based recording.

Configure transcription for Voice SKUs

Genesys Cloud is able to manage transcription through the Genesys Native transcription engine, or the Enhanced Voice Transcription Service (EVTS).

To configure voice transcription for Genesys Agent Assist Voice SKUs:

  1. Click Admin.
  2. Under Contact Center, click Queues.
  3. Select the queue you want to configure voice transcription for.
  4. Click the Voice tab.
  5. Toggle Voice transcription to On.
  6. Click Save.

 

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