Genesys Multicloud CX

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  • 1.  Agent assist with Genesys Engage cloud

    Posted 05-05-2022 09:25
    Edited by Vikash Kumar Chandra 05-05-2022 09:28
    Hi,

    For our client we are using Genesys pure engage cloud which is integrated with AWS Lex/Lambda. Does Agent assist is supported with Genesys engage cloud, if not then what is the roadmap for it. Also whether it is available with AWS? I don't see any document mentioning that.

     



    Thanks,
    Vikash
    #ArchitectureandDesign


  • 2.  RE: Agent assist with Genesys Engage cloud

    Posted 05-07-2022 03:21

    Hello Vikash,

    I think it should be supported. what do you mean agent assist (route call to Agent) based on the selected question in VoiceBot.

    we do have routing call to the agent from google bot.

    Regards,

    Vinayak Vagal



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    vinayak Vagal
    SmartConnect Technologies Pvt. Ltd
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  • 3.  RE: Agent assist with Genesys Engage cloud

    Posted 05-09-2022 03:01
    Please refer to below url for Agent assist feature

    help.mypurecloud.com/articles/work-with-agent-assist/ 



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    Vikash Kumar Chandra
    Accenture Solutions Private Limited
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  • 4.  RE: Agent assist with Genesys Engage cloud

    Posted 05-09-2022 03:21

    Hello Vikash,

    Understood, based on your link its suggested you need transcription feature  which can shows the customer transcript history after calls are terminated on agent screen.
    this might be not available, but we have did this with customization in pure cloud.

    regards,

    Vinayak Vagal  



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    vinayak Vagal
    SmartConnect Technologies Pvt. Ltd
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