Series: Configure Agent Assist

Create and configure agent assistants in Genesys Cloud

Prerequisites:
  • Edge and Media Tier version 1.0.0.9950 or later. Agent Assist is only available on cloud-based media services. Ensure that the cloud-based media services for Genesys Cloud Voice and BYOC Cloud are already running the necessary versions.
  • Assistants > Assistant > Add
  • Assistants > Assistant > Edit
  • Assistants > Assistant > View
  • Assistants > Queue > Add
  • Assistants > Queue > Edit
  • Assistants > Queue > View
  • Assistants > Queue > Delete
  • Telephony > Plugin > All permission
  • An active Google DialogFlow Agent Assist Integration 
  • The integration ID of the Conversation Profile

Assistants associate the Google Agent Assist Conversation Profile with the list of queues featuring Agent Assist. Before you create an assistant, create or choose the list of queues that you plan to assign to your assistant.

Note:

  • Assign at least one queue to the assistant.
  • Do not assign a queue to more than one assistant.
  • You can assign several queues to the assistant.

Note: Agent Assist is not available on on-premises Edge solutions.

Step 1: Create an agent assistant in Genesys Cloud

This section describes how to create an agent assistant that is tight to the Google Agent Assist Conversation Profile that you created previously.

Note: You must provide the integration ID of the Conversation Profile to create the assistant.

Create and configure agent assistants for voice queues from the Admin > Contact Center > Assistants page.

  1. Click New Assistant.
  2. Enter a name.

    Note:
    • You cannot duplicate an assistant name. Each assistant name must be unique.
    • An assistant name cannot contain asterisks.

  3. Under Google Conversation Profile, paste the integration ID of the conversation profile. 
    Shows the New Assistant dialog where you must paste the Conversation Profile ID.
  4. Click Save to create the assistant. A new tab, named Queues, appears.

Warning: You can edit the assistant’s settings and modify the Google conversation profile if needed. In this scenario, the assistant may not update and use the new profile immediately after you saved the configuration.

Step 2: Assign queues to your assistant

  1. Click the Queues tab in the assistant view.
  2. Click Assign to Queues.
  3. Select the appropriate queue or queues in the displayed list.
  4. To add the queue or queues to the assistant, click the Assign button.
  5. To remove a queue from the assistant, click the corresponding Unassign button next to the queue’s name and then click Yes.
  6. Repeat steps 2–4 to assign more queues to the assistant. 

The assistant is now ready to trigger suggestions for the agents of the assigned queues.

Step 3: Enable line recording on the trunk

Enabling line recording is mandatory for Agent Assist transcription. The data are deleted after the transcription is done.

Enable the line recording from the Telephony > Trunks > External Trunks page.

  1. From the list, select the trunk you want to configure.
  2. Under Outbound Calling, make sure that:
    1. The Address field is not empty and matches the required phone number.
    2. Under Address Override Method, the value is Always.
  3. Under External Trunk Configuration, click Media.
  4. Under Recording, enable Line Recording. For further details about line recording, see Enable line recording.

Agents are now ready to use Agent Assist. 

 

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