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Predictive Engagement permissions and prerequisites

To use features, you need the permissions described here. For more information about Genesys Cloud’s feature permissions, see and .

To see Predictive Engagement features, make sure that your role includes the appropriate permissions or contact an administrator for assistance.

Add Predictive Engagement permissions

Assign Predictive Engagement administrator permissions to the user’s appropriate administrator role, and assign Predictive Engagement agent permissions to the user’s appropriate agent role. Predictive engagement is billed based on consumption of events. For more information on billing, see .

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions.
  3. Click Menu > User Management > Roles and Permissions.
  4. Find the role using the Search field or by paging through the list.
  5. In the Actions column, click and from the menu that appears, click Edit Role.
  6. Click the Permissions tab and click All Permissions.
  7. Select the appropriate Predictive Engagement permissions and click Save.

    Note: Permission changes can take a few minutes to take effect.

Predictive Engagement roles and permissions