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In this video @Santosh Bhandari and I discuss how to separate Agent Assist and Conversation Summarisation features in to their own separate tabs/panels within a SalesForce page. It is an extension of the video we created for Agent Assist within SFDC. Separateing these from an Interactions View, for example, can provide a better Agent experience. Perhaps you have a requirement for one feature and not the other if, say, your Agent only handles voice interactions they may not need the embedded Interactions panel but just the Agent Assist or Summary to accompany the GC CTI.
#TAMStudios #AgentAssist #SFDC #Salesforce #AI #Embedded
Visual Force Code Snippets:
Conversation Summary:
<apex:page standardController="Task">
<iframe id="AgentAssistSummaryTask" width="100%" frameborder="0" height="400px" src="https://apps.mypurecloud.com.au/smart-advisor-ui/#/summary?host=cx&locale=en-us&iid={!task.CallObject}">
<p>Genesys Agent Assist cannot be displayed. Your browser does not support iFrames.</p>
</iframe>
</apex:page>
Agent Assist :
<iframe id="AgentAssistTask" width="100%" frameborder="0" height="700px" src="https://apps.mypurecloud.com.au/smart-advisor-ui/#/smart-advisor/?host=cx&locale=en-us&iid={!task.CallObject}">
Interaction view:
<iframe id="gc-admin" width="100%" frameborder="0" height="600px" src="https://apps.mypurecloud.com.au/directory/?disableSoftphone=true&disableProactiveDevicePermissions=true#/interaction/{!task.CallObject}?panels=scripts,details&initialPanel=none2">
<p>The Genesys Cloud Admin cannot be displayed. Your browser does not support iframes.</p>
Note: These URL references Orgs based in region: APSE2 and if your Org is not in this region you will have to update the URL to not reference "mypurecloud.com.au". You can also adjust parameters light the height and width to render to most appropriate size for your SF page.
#ConversationalAI(Bots,AgentAssist,etc.)#Integrations#Omni-ChannelDesktop/UserInterface#CommunityVideos(TAM,QA,etc.)
00:06:42
@Kevin, There is no pointer like AA summary for Copilot since it has multiple items attached together, however, you can still use the same summary link to get summary for the interactions.
Hi interested to see Agent Copilot summary embeded into SF. any pointer is much appreciated.
Hi Kumarswamy JR, Yeah absolutely, Agent Copilot functionality is likely to be available in the same way, you will just have to find the right windows to iFrame in to SF unless you use the native embedded clients. This is something I'll look in to with Santosh and perhaps make a part 2 for this video with Copilot.
This really helps a lot!!
All features are derived from native Genesys Cloud Agent Assist.
Can we have the capability of Agent Copilot to be brought into Salesforce Page? is there any exceptions?Thanks
Hi @Kumarswamy JR,
Thank you for your comment. We're glad it looks good to you.
So, just to be clear, this demo is in the GC4SF Adapter environment and not CX Cloud. If you haven't set up Genesys Cloud for Salesforce before, you will need the SF Add-on license and Add-on licesnes per Agent using it. The requirements for the integration including the licenses are captured in this article: https://help.mypurecloud.com/articles/administrator-requirements-for-the-genesys-cloud-embedded-clients/ (under the "Salesforce" tab).
Agent Assist also incurs a cost. You can view the cost structure here: https://help.mypurecloud.com/articles/ai-experience-tokens-metering-and-pricing/
There is no additional cost for using it withing Salesforce compared to the Genesys Cloud App.
Let us know if you have any further questions.
Becky & @Santosh Bhandari
Thanks for detailed demo on the Agent assist side, looks promising.Could you please break down the license and Pricing incurred in having Genesys Agent Assist Capabilities leveraged in Salesforce screen ?, eg, CX Cloud Adaptor, Any additional charges. etc.