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

Step 1: Create Genesys Agent Assist as an Assistant

This section describes how to create an agent assistant that is associated with Genesys Agent Assist.

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. Proceed to the next step.

Step 2: Assign queues to the Genesys Agent Assist assistant

  1. Click Assign to Queues.
  2. From the list, select the queue or queues you want to assign to the Genesys Agent Assist assistant.
  3. To add the queue or queues to the assistant, click Assign.
  4. To remove a queue from the assistant, click Unassign next to the queue name and then click Yes.
  5. Repeat steps 2–4 to assign more queues to the assistant. 

Step 3: 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 respective permissions.

  8. Click Save.

    Step 4: Assign the Genesys Agent Assist role to users

    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 and the queues that you want to assign the Genesys Agent Assist role and select the checkbox next to their names.
    6. Click Save.