Botium Connector for Genesys Agent Assist

This is a Botium connector for testing your Genesys Agent Assist query resolution logic.

Did you read the Botium in a Nutshell articles? Be warned, without prior knowledge of Botium you won't be able to properly use this library!

How it works

It can be used as any other Botium connector with all Botium Stack components:

• Botium CLI
• Botium Bindings
• Botium Box

Prerequisites

• Node.js and NPM
• Genesys PureCloud ClientId and ClientSecret
• KnowledgeId
• The deployment name
• A project directory on your workstation to hold test cases and Botium configuration

See also Understand knowledge base V2 questions and answer articles

Install Botium and Genesys Agent Assist Connector

When using Botium CLI:

> npm install -g botium-cli
> npm install -g botium-connector-genesys-agent-assist
> botium-cli init
> botium-cli run

When using Botium Bindings:

> npm install -g botium-bindings
> npm install -g botium-connector-genesys-agent-assist
> botium-bindings init mocha
> npm install && npm run mocha

When using Botium Box:

Already integrated into Botium Box, no setup required

Connecting Genesys Knowledge Base

Create a botium.json with Genesys ClientId, ClientSecret and KnowledgeId:

{
  "botium": {
    "Capabilities": {
      "PROJECTNAME": "genesys-kb-connector",
      "CONTAINERMODE": "genesys-agent-assist",
      "GENESYS_AGENT_ASSIST_API_DOMAIN": "mypurecloud.com",
      "GENESYS_AGENT_ASSIST_CLIENTID": "xxx",
      "GENESYS_AGENT_ASSIST_CLIENTSECRET": "xxx",
      "GENESYS_AGENT_ASSIST_KNOWLEDGE_ID": "xxx",
      "GENESYS_AGENT_ASSIST_INCLUDE_DRAFTDOCS": true,
      "GENESYS_AGENT_ASSIST_TIMEOUT": 60000
    }
  }
}

Botium setup is ready, you can begin to write your BotiumScript files.

Using the botium-connector-genesys-agent-assist-cli

This connector provides a CLI interface for importing convos and utterances from your Genesys Knowledge base and convert it to BotiumScript.

• Intents(document title) and Utterances(phrases) are converted to BotiumScript utterances and convo files (using the --buildconvos option)

You can either run the CLI with botium-cli (recommended - it is integrated there), or directly from this connector (see samples/Connector-Test/package.json for some examples):

> botium-connector-genesys-agent-assist-cli import --buildconvos

Please note that a botium-core installation is required

For getting help on the available CLI options and switches, run:

> botium-connector-genesys-agent-assist-cli import --help

Supported Capabilities

Set the capability CONTAINERMODE to genesys-agent-assist to activate this connector.

GENESYS_AGENT_ASSIST_API_DOMAIN

See [Genesys Cloud environment region] (https://developer.genesys.cloud/platform/api/) example values: mypurecloud.com (us-east-1), usw2.pure.cloud (us-west-2), api.mypurecloud.ie (eu-west-1) etc. default: mypurecloud.com

GENESYS_AGENT_ASSIST_CLIENTID

See Genesys PureCloud ClientId and ClientSecret

GENESYS_AGENT_ASSIST_CLIENTSECRET

See Genesys PureCloud ClientId and ClientSecret

GENESYS_AGENT_ASSIST_KNOWLEDGE_ID

The Id of Knowlege Base to which Agent assist is conected to (https://help.mypurecloud.com/articles/create-genesys-agent-assist-as-an-assistant/)

GENESYS_AGENT_ASSIST_INCLUDE_DRAFTDOCS

Indicates whether the search results would also include draft documents. default: true

GENESYS_AGENT_ASSIST_MAX_ANSWERS

Maxium number of answers expected for a query by Agent Assist default: 5

GENESYS_AGENT_ASSIST_TIMEOUT

API Timeout default: 10000 ms

See also About the knowledge workbench V2