Create a Genesys Agent Assist role

AI-generated summary

Genesys Cloud provides agents with Genesys Agent Assist, an AI-powered assistant that offers knowledge suggestions, provides conversation summaries, enables real-time transcription, allows searching knowledge bases, presents relevant documents, and allows agents to provide feedback. Key capabilities include viewing knowledge documents, searching knowledge bases, seeing conversation suggestions, viewing conversation summaries, providing feedback, and accessing canned responses. Use cases include improving customer conversations with relevant knowledge and summaries, increasing agent productivity with AI assistance, and optimizing knowledge management through agent feedback. Genesys Cloud is a customer experience platform that enables companies to provide personalized omnichannel customer journeys. Key capabilities include AI-powered routing and predictive engagement, digital self-service and automation, workforce engagement management, and robust analytics and reporting. Use cases include improving contact center operations, increasing sales conversions, and creating seamless digital customer experiences across channels. To enable Genesys Agent Assist, users must be assigned the Genesys Agent Assist role which provides access to relevant tools and functionality.

Series: Set up Genesys Agent Assist

Next suggested step: Assign the Genesys Agent Assist role to users

Note: If your agents use Agent Assist, you must remove the Assistant > All permissions from their assigned permissions, as this contains Assistant > Copilot > View permission, and displays the new Copilot panel for them. Instead, add Assistant > Assistant > View and Assistant > Queue > View permissions for the agents.

To create an Agent Assist role, follow these steps.

Click Admin.
Under People & Permissions, click Roles/Permissions.
Click Menu > User Management > Roles and Permissions.
Click Add Role.
Enter Genesys Agent Assist as name.
Optional: Enter a description.
Click the Permissions tab.
Under Permissions, click a category to expand it.

Assign the respective permissions.

Permissions for Genesys Agent AssistClick to expand

Area	Entity	Permission	Explanation	Included in all Genesys Cloud licenses	Digital SKUs	Digital & Voice SKUs
Agent UI	Default Panels	Edit	Grants the ability to edit panels in the user interface.	x	x	x
Agent UI	Default Panels	View	Grants the ability to view panels in the user interface.	x	x	x
Analytics	Conversation Detail	View	Allows to determine the conversation’s dialect so Genesys Agent Assist may select the proper knowledge base.	x	x	x
Analytics	Knowledge Aggregate	View	Allows an admin to see Knowledge analytics on performance dashboard.	x	x	x
Analytics	Conversation Aggregate	View	Allows an admin to see Conversation analytics on performance dashboard.	x	x	x
Analytics	agentCopilotAggregate	View	Allows admins to see suggestions analytics on performance dashboard.	x	x	x
Assistants	Assistant	Add, View, Edit, Delete	Add: Allows the creation of an Assistant. View: Allows the agent to view the Assistant configuration (currently this gives VIEW only access to admin console). Edit: Allows the agent to edit an Assistant. Delete: Allows the agent to delete an Assistant.	x	x	x
Assistants	Queue	Add, View, Edit, Delete	Add: Allows the admin to add a queue to the Assistant. View: Allows the agent to view queues assigned to the Assistant. Edit: Allows the admin to edit a queue already configured in the Assistant. Delete: Allows the admin to delete a queue assigned to an Assistant.	x	x	x
Assistants	QueueUserAssignments	Add, Delete, View	Add: Allows the admin to assign an Assistant to Queue members Delete: Allows the admin to remove an Assistant assignment to Queue members. View: Allows the agent to view which Queue members are assigned to an Assistant.	x	x	x
Knowledge	Document	View	Grants the ability to view the document.	x	x	x
Knowledge	Document view	Add	Grants the ability to see how many times a document has been viewed.	x	x	x
Knowledge	Document content copy	Add	Signals that the document content has been copied.	x	x	x
Knowledge	Knowledgebase	Search	Grants manual search ability to agents.	x	x	x
Knowledge	Feedback	All permissions	Grants the ability to create, edit and view feedback on knowledge suggestions.	x	x	x
Knowledge	Search	Edit	Grants the ability to mark a knowledge search as ‘answered’.	x	x	x
Knowledge	Documents presented	Add	Signals that a knowledge document was offered in agent assist.	x	x	x
Conversation	Suggestion	View	Grants the agent the ability to see automatic suggestions from the knowledge base.		x	x
Conversation	Suggestion Feedback	Add	Grants the agent the ability to provide feedback on knowledge articles with the thumbs up/ thumbs down icons.		x	x
Conversation	Summary	View	Grants the agent to ability to view the summary that Genesys Agent Assist provides at the end of the interaction.		x	x
Conversation	Summary Feedback	Add	Grants the agent the ability to provide feedback on summaries.		x	x
Conversation	Utterance	View	Enables real-time transcription.			x
Responses	Responses	All	Grants the agent access to canned responses.	x	x	x

Click Save.

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Series: Set up Genesys Agent Assist

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Create a Genesys Agent Assist role