• Genesys Cloud discontinues development and support of the Google Agent Assist offer on January 24, 2024. Customers will still be able to use the feature until the end-of-life (EOL) date on August 31, 2024.
  • Customers who wish to use Google CCAI Agent Assist with Genesys Cloud can utilize the replacement product, AI Connect for Google, which is being developed by the Genesys Innovations Team, and will be available on or before May 31, 2024. For more information, please reach out to ps_expertapps_sales@genesys.com.
  • This documentation is for Agent Assist Google CCAI. This feature is limited to North America region. For Genesys Agent Assist, which is available worldwide, please refer to the Genesys Agent Assist documentation.

Genesys Cloud Performance views allow you to filter and view data from Agent Assist feature.

Genesys Cloud analytic views allow you to view and filter for Agent Assist data from interactions. Agent Assist provides the real-time transcription of a customer call and knowledge suggestions that get updated automatically based on the context of the conversation. For more information about Agent Assist, see Agent Assist overview.

The following analytics views have an Agent Assist column that displays the Agent Assist data for the interaction:

You can select an Agent Assist filter to filter data in the following analytics views:

Note: Each view has its own permissions. For permission requirements, see each view’s article.