Prerequisites
  • Routing > Agent > OnQueue (included in the Genesys Cloud User role)
  • Routing > Queue > Edit (included in the Genesys Cloud Supervisor role)

Agent Assistance is a chat room where all agents and supervisors can post, see, and respond to messages. There is a limit of 1000 agents per organization. Any agent over 1000 sees a message that they cannot join the room.

  1. To open the Agent Assistance room, from the sidebar, click Agent Assistance.Icon for agent assistance

  2. To send a message in the Agent Assistance room, type the request for assistance and then press Enter. 
    The message appears to all users in the room, including to all on-duty supervisors. 

    Note: If you have closed the panel, a badge appears on the Agent Assistance icon to indicate new messages. Click Agent Assistance again to display those messages.