Genesys Cloud - Main

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.

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

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.

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

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.

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

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.

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.

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

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.