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 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.
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.
