Series: Set up Genesys Agent Assist
Create a Genesys Agent Assist role
To create an Agent Assist role, follow these steps.
- Click Admin.
- Under People & Permissions, click Roles/Permissions.
- Click Add Role.
- Enter Genesys Agent Assist as name.
- Optional: Enter a description.
- Click the Permissions tab.
- Under Permissions, click a category to expand it.
- Assign the respective roles.
Area Entity Permission Explanation Included in all Genesys Cloud licenses Digital SKUs Digital & Voice SKUs 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.
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.
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 Feedback Create, View Grants the ability to create 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 View 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
- Click Save.