Quick start: set up the Genesys Agent Assist

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.

Prerequisites

Access to the following menu options:

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

The following permissions:

  • Knowledge > All permissions
  • Conversation > Suggestions > All permissions

Step 1: Create Genesys Agent Assist as an Assistant

For more information, see Create and configure agent assistants in Genesys Cloud for Google CCAI.

Note: Knowledge suggestion engine selection is currently unavailable.

  1. Click Admin.
  2. Under Contact Center, click Assistants > New Assistant.
  3. Under name, enter Genesys Agent Assist.
  4. Select the language, and the knowledge base.
  5. Click Save.
  6. Queues appears at the top of the screen, next to Assistant. Select Queues.
  7. Select Assign to queues.
  8. Select the desired queue and click Save.

Click the image to see the process.

Create Genesys Agent Assist as an Assistant

 

Step 2: Create a Genesys Agent Assist role

  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 following roles:
    • Assistants > All Permissions
    • Knowledge > All Permissions
    • Conversation > Suggestions > All Permissions
  8. Click Save.

Click the image to see the process.

Create Genesys Agent Assist as a role

Step 3: Assign the Genesys Agent Assist role to users

 

Create Genesys Agent Assist as an assistant and as a role.

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. Locate the Genesys Agent Assist role in the Role List.
  4. Click Settings and from the menu that appears, select Change Membership.
  5. Search for the users that you want to assign the Genesys Agent Assist role and select the checkbox next to their names.
  6. Click Save.

Click the image to see the process.

Assign the Genesys Agent Assist role to users