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  • 1.  Understanding Agent Assist Permissions and Pricing

    Posted 08-02-2023 18:16
    No replies, thread closed.

    Hey all,

    1. We're in the process of going live with our internal KB and agent assist. But I can't seem to wrap my head around the required permissions for agents to see the Agent Assist icon and then manually surface the internal KB. Per documentation here:

    Locate the Genesys Agent Assist in the agent workspace - Genesys Cloud Resource Center

    and here:

    Surface knowledge manually with the Genesys Agent Assist - Genesys Cloud Resource Center

    The docs are advising ALL of the knowledge permissions. I've tested a good bit and this gives agents the ability to access the admin portion of the knowledge base regardless of how I assign permissions. Am I missing something here? Is there a way to prevent this?

    2. Am I correct in understanding that regardless of whether you use the automatic AI surfacing, if you provide agents access to the assistant(s), we're going to be charged an additional $15 / seat based on this doc:

    Genesys Cloud Agent Assist pricing - Genesys Cloud Resource Center

    Any clarification and help would be greatly appreciated.


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Jonathan LeBlanc
    Outdoor Network LLC
    ------------------------------


  • 2.  RE: Understanding Agent Assist Permissions and Pricing

    Posted 08-03-2023 03:05
    No replies, thread closed.

    Control of the icon is through Assistants under Contact Center (Create Genesys Agent Assist as an assistant - Genesys Cloud Resource Center (mypurecloud.com)).  Knowledge searching is free, but knowledge surfacing requires the Agent Assist subscription or an AI Bundle.  

    For agents to use either of these, they need the following:

    • Assistants > All Permissions
    • Knowledge > All Permissions
    • Conversation > Suggestions > All Permissions


    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Understanding Agent Assist Permissions and Pricing

    Posted 08-03-2023 03:48
    No replies, thread closed.
    Just in case I'm misreading things are you saying they can manually search in the agent assist widget for free?  So is it the  automatic results stuff via speech/analytics that carries the cost?




    Original Message


  • 4.  RE: Understanding Agent Assist Permissions and Pricing

    Posted 08-03-2023 04:04
    No replies, thread closed.

    That is correct.  Knowledge Searching is Free and Knowledge Surfacing requires the subscription.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Understanding Agent Assist Permissions and Pricing

    Posted 08-03-2023 13:33
    No replies, thread closed.

    That's correct and I've done that. And the agents in question do have access to the icon and the ability to search the KBs during an interaction. But when I add those permissions they also gain access to this:

    I've tested using this agent profile that I've set up to mimic our agents and all kinds of changes (including the ability to completely delete an entire KB, etc) can be made via the admin panel which should not be available to an agent.



    ------------------------------
    Jonathan LeBlanc
    Outdoor Network LLC
    ------------------------------

    Original Message


  • 6.  RE: Understanding Agent Assist Permissions and Pricing

    Posted 12-13-2023 21:26
    No replies, thread closed.

    Hi Jonathan,

    Not sure if you were able to get this sorted, but I came across your question while trying to find the same answer.
    Since then, we were able to sort this out - the permissions that allowed the agents to see the articles in the assistant, but not see the admin tab were:

    Knowledge --> Document --> View

    This was instead of the Knowledge > All Permissions as indicated previously.

    cheers!

    Tony.



    ------------------------------
    Tony Gibson
    Newcastle Greater Mutual Group
    ------------------------------

    Original Message


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