Genesys Cloud - Main

In this new episode of the Q&A Show, we talk with some experts, @Sean Rooney and @Michael Ray, about Agent Assist and why Genesys' version really stands out. Then, @Jane Hendricks teases a new DX Beta that is hot off the press. Finally Nicole, the new Online Video Specialist, sees if she can get to know the DX Team and learn their favorite DX features in 3 minutes or less. Do you think she can beat the buzzer?  

After you watch the episode, join us in the Trivia Tower community for week three, where the WEM team has sent in some really great questions for you to scratch your head over. 

Episode Chapters:

0:00 - Intro
1:30 - Meet the Experts (Agent Assist)
13:24 - Demo
23:10 - New Beta Alert
34:56 - Meet The DX Team Video
38:49 - Outro

Thanks for tuning in!​​​
#GenesysCloudCXQAEpisode

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

We had the following question come into the Q&A Show regarding Agent Assist and I wanted to post the answer. 

Question: I viewed the Q&A about Agent Assist but have a couple questions. Our organization uses ServiceNow to house documentation agents use as resources during their calls with customers. Is there a way to connect PureCloud with ServiceNow during Agent Assist? Our concern is that if we can only use PureCloud to link documents during Agent Assist, then we would be creating and maintaining duplicate documents/work instructions, which we wouldn't want. It's my understanding that we would also need Genesys Cloud to utilize Agent Assist, we have version 3 of PureCloud, what would the cost be to sign up for Genesys Cloud?

Answers:

1) Regarding knowledge, for our Native Agent Assist, knowledge needs to be copied into Knowledge workbench, very soon this year we will have the ability to import knowledge using JSON or API. Later this year we will have connectors available to be able to consume knowledge from some of the most common Knowledge Bases. Pricing information will be shared upon release.

2) PureCloud is Genesys Cloud or Genesys Cloud CX. There was a rebranding across Genesys products that happened about two years ago, but sometimes the old name is still used. So if you are on "PureCloud 3" you are on Genesys Cloud 3. 

Hope this helps!

Best,

Matt and Mike

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Thanks for the info! How do I set myself up to receive notification when connectors are available? 


Victoria

------------------------------
Victoria Sopa
Ultimus Fund Solutions, LLC
------------------------------

Original Message:
Sent: 06-27-2022 12:54
From: Matt Lawson
Subject: Genesys Cloud Q&A Show: Agent Assist

We had the following question come into the Q&A Show regarding Agent Assist and I wanted to post the answer.

Question: I viewed the Q&A about Agent Assist but have a couple questions. Our organization uses ServiceNow to house documentation agents use as resources during their calls with customers. Is there a way to connect PureCloud with ServiceNow during Agent Assist? Our concern is that if we can only use PureCloud to link documents during Agent Assist, then we would be creating and maintaining duplicate documents/work instructions, which we wouldn't want. It's my understanding that we would also need Genesys Cloud to utilize Agent Assist, we have version 3 of PureCloud, what would the cost be to sign up for Genesys Cloud?

Answers:

1) Regarding knowledge, for our Native Agent Assist, knowledge needs to be copied into Knowledge workbench, very soon this year we will have the ability to import knowledge using JSON or API. Later this year we will have connectors available to be able to consume knowledge from some of the most common Knowledge Bases. Pricing information will be shared upon release.

2) PureCloud is Genesys Cloud or Genesys Cloud CX. There was a rebranding across Genesys products that happened about two years ago, but sometimes the old name is still used. So if you are on "PureCloud 3" you are on Genesys Cloud 3.

Hope this helps!

Best,

Matt and Mike

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Keep up with the release notes. We always do our best to publish them in the community. For something like this, we will probably have another episode of the Q&A Show. If you are interested in being a possible Beta Tester, don't forget to join the Beta HQ community. We post Betas there that are recruiting and the current DX Beta may interest you because it relates to this.

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Original Message:
Sent: 06-27-2022 14:20
From: Victoria Sopa
Subject: Genesys Cloud Q&A Show: Agent Assist

Thanks for the info! How do I set myself up to receive notification when connectors are available?


Victoria

------------------------------
Victoria Sopa
Ultimus Fund Solutions, LLC
------------------------------


Original Message:
Sent: 06-27-2022 12:54
From: Matt Lawson
Subject: Genesys Cloud Q&A Show: Agent Assist

We had the following question come into the Q&A Show regarding Agent Assist and I wanted to post the answer.

Question: I viewed the Q&A about Agent Assist but have a couple questions. Our organization uses ServiceNow to house documentation agents use as resources during their calls with customers. Is there a way to connect PureCloud with ServiceNow during Agent Assist? Our concern is that if we can only use PureCloud to link documents during Agent Assist, then we would be creating and maintaining duplicate documents/work instructions, which we wouldn't want. It's my understanding that we would also need Genesys Cloud to utilize Agent Assist, we have version 3 of PureCloud, what would the cost be to sign up for Genesys Cloud?

Answers:

1) Regarding knowledge, for our Native Agent Assist, knowledge needs to be copied into Knowledge workbench, very soon this year we will have the ability to import knowledge using JSON or API. Later this year we will have connectors available to be able to consume knowledge from some of the most common Knowledge Bases. Pricing information will be shared upon release.

2) PureCloud is Genesys Cloud or Genesys Cloud CX. There was a rebranding across Genesys products that happened about two years ago, but sometimes the old name is still used. So if you are on "PureCloud 3" you are on Genesys Cloud 3.

Hope this helps!

Best,

Matt and Mike

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager

Hi Matt

I know it's been a little while but I have a follow up question on this one please:

"...very soon this year we will have the ability to import knowledge using JSON or API..."

Will this be a manual import process, or dynamic?  i.e. will Agent Assist be able to consume those external KB articles via API in real time?  Do we envision this will be by way of using Data Actions?  What might actually be great is if this was an import process via API if we could potentially schedule that, meaning we could do something like run it each night to contact that external API, get a list of current KB articles and import/update as required.

It will be helpful for some of us to be able to get an idea now in case we need to start thinking about what APIs might be available on those external systems.


------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 06-27-2022 12:54
From: Matt Lawson
Subject: Genesys Cloud Q&A Show: Agent Assist

We had the following question come into the Q&A Show regarding Agent Assist and I wanted to post the answer.

Question: I viewed the Q&A about Agent Assist but have a couple questions. Our organization uses ServiceNow to house documentation agents use as resources during their calls with customers. Is there a way to connect PureCloud with ServiceNow during Agent Assist? Our concern is that if we can only use PureCloud to link documents during Agent Assist, then we would be creating and maintaining duplicate documents/work instructions, which we wouldn't want. It's my understanding that we would also need Genesys Cloud to utilize Agent Assist, we have version 3 of PureCloud, what would the cost be to sign up for Genesys Cloud?

Answers:

1) Regarding knowledge, for our Native Agent Assist, knowledge needs to be copied into Knowledge workbench, very soon this year we will have the ability to import knowledge using JSON or API. Later this year we will have connectors available to be able to consume knowledge from some of the most common Knowledge Bases. Pricing information will be shared upon release.

2) PureCloud is Genesys Cloud or Genesys Cloud CX. There was a rebranding across Genesys products that happened about two years ago, but sometimes the old name is still used. So if you are on "PureCloud 3" you are on Genesys Cloud 3.

Hope this helps!

Best,

Matt and Mike

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Hi Nicole,

According to this Genesys article https://help.mypurecloud.com/articles/about-agent-assist/,  Agent assist is only available in the North American region. Do you know if and when it will be available in the Canada region?

Thank you. 

------------------------------
Biba Nda
Tykans Group Inc
------------------------------

Hello Biba,

Answering in behalf of Nicole here. Regional availability is currently dependent with Google's own. We do not have a specific date yet, but rest assured there will be corresponding announcements here in the Community and the weekly Release Notes.

I am curious to know if this inquiry of yours is stemming from an urgent customer need. You can reach out privately to share further details if you are open to talk more about it.

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------

Original Message:
Sent: 11-04-2022 19:06
From: Biba Nda
Subject: Genesys Cloud Q&A Show: Agent Assist

Hi Nicole,

According to this Genesys article https://help.mypurecloud.com/articles/about-agent-assist/,  Agent assist is only available in the North American region. Do you know if and when it will be available in the Canada region?

Thank you. 

------------------------------
Biba Nda
Tykans Group Inc
------------------------------

Thanks for taking that one, Nico!​

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------

Original Message:
Sent: 11-07-2022 05:41
From: Jan Nico Feliciano
Subject: Genesys Cloud Q&A Show: Agent Assist

Hello Biba,

Answering in behalf of Nicole here. Regional availability is currently dependent with Google's own. We do not have a specific date yet, but rest assured there will be corresponding announcements here in the Community and the weekly Release Notes.

I am curious to know if this inquiry of yours is stemming from an urgent customer need. You can reach out privately to share further details if you are open to talk more about it.

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------


Original Message:
Sent: 11-04-2022 19:06
From: Biba Nda
Subject: Genesys Cloud Q&A Show: Agent Assist

Hi Nicole,

According to this Genesys article https://help.mypurecloud.com/articles/about-agent-assist/,  Agent assist is only available in the North American region. Do you know if and when it will be available in the Canada region?

Thank you. 

------------------------------
Biba Nda
Tykans Group Inc

Thank you Nicole!

------------------------------
Biba Nda
Tykans Group Inc
------------------------------

Original Message:
Sent: 11-07-2022 08:18
From: Nicole Milliken
Subject: Genesys Cloud Q&A Show: Agent Assist

Thanks for taking that one, Nico!​

------------------------------
Nicole Milliken
Genesys - Employees
------------------------------


Original Message:
Sent: 11-07-2022 05:41
From: Jan Nico Feliciano
Subject: Genesys Cloud Q&A Show: Agent Assist

Hello Biba,

Answering in behalf of Nicole here. Regional availability is currently dependent with Google's own. We do not have a specific date yet, but rest assured there will be corresponding announcements here in the Community and the weekly Release Notes.

I am curious to know if this inquiry of yours is stemming from an urgent customer need. You can reach out privately to share further details if you are open to talk more about it.

------------------------------
Nico Feliciano
Genesys - Employees


Original Message:
Sent: 11-04-2022 19:06
From: Biba Nda
Subject: Genesys Cloud Q&A Show: Agent Assist

Hi Nicole,

According to this Genesys article https://help.mypurecloud.com/articles/about-agent-assist/,  Agent assist is only available in the North American region. Do you know if and when it will be available in the Canada region?

Thank you. 

------------------------------
Biba Nda
Tykans Group Inc

Thank you Nico,

It's not an urgent request. We were just curious and wanted to test how this works. We'll wait for the announcement of the feature's availability in the Canada region to test.

Best regards,

------------------------------
Biba Nda
Tykans Group Inc
------------------------------

Original Message:
Sent: 11-07-2022 05:41
From: Jan Nico Feliciano
Subject: Genesys Cloud Q&A Show: Agent Assist

Hello Biba,

Answering in behalf of Nicole here. Regional availability is currently dependent with Google's own. We do not have a specific date yet, but rest assured there will be corresponding announcements here in the Community and the weekly Release Notes.

I am curious to know if this inquiry of yours is stemming from an urgent customer need. You can reach out privately to share further details if you are open to talk more about it.

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------


Original Message:
Sent: 11-04-2022 19:06
From: Biba Nda
Subject: Genesys Cloud Q&A Show: Agent Assist

Hi Nicole,

According to this Genesys article https://help.mypurecloud.com/articles/about-agent-assist/,  Agent assist is only available in the North American region. Do you know if and when it will be available in the Canada region?

Thank you. 

------------------------------
Biba Nda
Tykans Group Inc