Genesys Cloud DX quick start: Set up Smart Advisor

Feature coming soon

Prerequisites

Review the following article:

The following permissions:

  • Admin > Roles/Permissions
  • Admin > Queues
  • Admin > Assistants
  • Admin > Messenger configuration
  • Admin > Messenger deployment

This article describes how to set up and enable Smart Advisor for Agents in Genesys DX.

Step 1: Create Smart Advisor as an Assistant

  1. Click Admin.
  2. Under Contact Center, click Assistants > New Assistant.
  3. Under name, enter Smart Advisor.
  4. Select the language, the knowledge suggestion engine, and the knowledge base.
  5. Click Save.

Step 2: Create a Smart Advisor role

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. Click Add Role.
  4. Enter Smart Advisor as name and optional description in the fields.
  5. To assign permissions to the role, click the Permissions tab.
  6. Under Permissions, click a category to expand it.
  7. Assign the following roles:
    • Assistants > All Permissions
    • Knowledge > All Permissions
    • Conversation > Suggestions > *
  8. Click Save.

Click the image to enlarge.

Add Smart Advisor as a role

Step 3: Assign the Smart Advisor role to users

 

Create Smart Advisor as an assistant and as a role.

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. Locate the Smart Advisor role in the Role List.
  4. Click Settings (three vertical dots) on the right side, and select Change Membership.
  5. Search for your users who must have the Smart Advisor role, and select the checkbox next to their names.
  6. Click Save.

Click the image to enlarge.