Locate the Genesys Agent Assist in the agent workspace

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

Genesys Agent Assist helps agents to search for answers to customer questions. 

Genesys Agent Assist is available on the CX agent workspace and on the CX digital agent workspace as well.

Click the image to enlarge.

CX agent desktop CX digital agent workspace

The following content applies to the CX agent workspace.

To access Genesys Agent Assist, click the lightbulb icon at the right side of the Interactions pane.

Genesys Agent Assist in the CX agent workspace

 

The following content applies to the CX digital agent workspace.

You can activate the Genesys Agent Assist pane on the pane selector, at the top of the CX digital agent workspace.

Access Genesys Agent Assist from the CX digital agent workspace

For more information, see Navigate the CX digital agent workspace.

Once the Genesys Agent Assist pane is active, you can drag it on your workspace and place it according to your needs.

Genesys Agent Assist in the CX digital agent workspace