Genesys Cloud CX

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Agent Assist & Conversation Summarisation embedded in a SalesForce page 

05-30-2024 01:58

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 :

<apex:page standardController="Task">

    <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}">

        <p>Genesys Agent Assist cannot be displayed. Your browser does not support iFrames.</p>

    </iframe>

</apex:page>           

Interaction view:

<apex:page standardController="Task">

         <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>

         </iframe>

</apex:page>

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.)

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Comments

17 days ago

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

21 days ago

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.  

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