Series: Set up Genesys Agent Assist

This documentation applies to Genesys Agent Assist. This feature is available worldwide. For Agent Assist Google CCAI, which is limited to North America region, see the Google CCAI integrations with Genesys Cloud documentation.

Prerequisites

    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.
      • Optional: Enter a description.
    5. Click the Permissions tab.
    6. Under Permissions, click a category to expand it.
    7. Assign the respective roles.
      • Assistants >Assistant > Add, View, Edit, Delete
      • Assistants > Queue > Add, View, Edit, Delete
      • Knowledge > Knowledge > All

      • Assistants >Assistant > Add, View, Edit, Delete
      • Assistants > Queue > Add, View, Edit, Delete
      • Knowledge > Knowledge > All
      • Conversation > Suggestion > View
      • Conversation > Suggestion Feedback > Add

      • Analytics > Conversation Detail > View
      • Assistants >Assistant > Add, View, Edit, Delete
      • Assistants > Queue > Add, View, Edit, Delete
      • Knowledge > Knowledge > All
      • Conversation > Suggestion > View (in case of Genesys Cloud CX 1 Digital Add-on II)
      • Conversation > Suggestion Feedback > Add (in case of Genesys Cloud CX 1 Digital Add-on II)
      • Conversation > Utterance > View

    8. Click Save.
    Create Genesys Agent Assist as an assistant :Previous Suggested Article Next Suggested Article: Assign the Genesys Agent Assist role to users