Series: Set up Genesys Agent Assist

Create a Genesys Agent Assist role

Note: If your agents use Agent Assist, you must remove the Assistant > All permissions from their assigned permissions, as this contains Assistant > Copilot > View permission, and displays the new Copilot panel for them. Instead, add Assistant > Assistant > View and Assistant > Queue > View permissions for the agents.

To create an Agent Assist role, follow these steps.

  1. Click Admin.
  2. Under People & Permissions, click Roles/Permissions.
  3. Click Add Role.
  4. Enter Genesys Agent Assist as name.
  5. Optional: Enter a description.
  6. Click the Permissions tab.
  7. Under Permissions, click a category to expand it.
  8. Assign the respective permissions.
    Area Entity Permission Explanation Included in all Genesys Cloud licenses Digital SKUs Digital & Voice SKUs
    Agent UI Default Panels Edit Grants the ability to edit panels in the user interface. x x x
    Agent UI Default Panels View Grants the ability to view panels in the user interface. x x x
    Analytics Conversation Detail View Allows to determine the conversation’s dialect so Genesys Agent Assist may select the proper knowledge base. x x x
    Assistants Assistant Add, View, Edit, Delete

    Add: Allows the creation of an Assistant.

    View: Allows the agent to view the Assistant configuration (currently this gives VIEW only access to admin console).

    Edit: Allows the agent to edit an Assistant.

    Delete: Allows the agent to delete an Assistant.

    x

    x

    x
    Assistants Queue Add, View, Edit, Delete

    Add: Allows the agent to add a queue to the Assistant.

    View: Allows the agent to view queues assigned to the Assistant.

    Edit: Allows the agent to edit a queue already configured in the Assistant.

    Delete: Allows the agent to delete a queue assigned to an Assistant.

    x

    x

    x
    Knowledge  Document  View Grants the ability to view the document. x x x
    Knowledge Document view Add Grants the ability to see how many times a document has been viewed. x x x
    Knowledge Document content copy Add Signals that the document content has been copied. x x x
    Knowledge Knowledgebase Search Grants manual search ability to agents. x x x
    Knowledge Feedback All permissions Grants the ability to create, edit and view feedback on knowledge suggestions. x x x
    Conversation Suggestion View Grants the agent the ability to see automatic suggestions from the knowledge base. x x
    Conversation Suggestion Feedback Add Grants the agent the ability to provide feedback on knowledge articles with the thumbs up/ thumbs down icons. x x
    Conversation Summary View Grants the agent to ability to view the summary that Genesys Agent Assist provides at the end of the interaction. x x
    Conversation Summary Feedback Add Grants the agent the ability to provide feedback on summaries. x x
    Conversation Utterance View Enables real-time transcription. x
    Responses Responses All Grants the agent access to canned responses. x x x

  9. Click Save.
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