Permissions and roles for Genesys Agent Copilot

  • Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
  • Purchased Genesys AI Experience tokens

Note: If your agents use Agent Assist, you must remove the Assistant > All permissions from their assigned permissions, as this contains Assistant > Copilot > View permission, and displays the new Copilot panel for them. Instead, add Assistant > Assistant > View and Assistant > Queue > View permissions for the agents.

Agent Copilot administrator role

The Agent Copilot administrator role provides administrative access to the Agent Copilot components and services.

  • Agent UI > Default Panels > Edit
  • Agent UI > Default Panels > View
  • Analytics > agentCopilotAggregate > All permissions
  • Analytics > Conversation Aggregate > All permissions
  • Analytics > Knowledge Aggregate > All permissions
  • Analytics > Tab Configurations > All permissions
  • Analytics > View Configurations > All permissions
  • Analytics > Flow Observation > View
  • Analytics > Queue Observation > View
  • Analytics > summaryAggregate > View
  • Assistants > All permissions
  • Assistants > Queue-user assignments > View
  • Assistants > Queue-user assignments > Add
  • Authorization > License > View
  • Conversation > Suggestion > All permissions
  • Conversation > Utterance > All permissions
  • Conversation > suggestionEngagement > All permissions
  • Conversation > Summary > All permissions
  • Conversation > Summary Feedback > All permissions 
  • Conversation > Summary Engagement > All
  • Directory > User > View 
  • Knowledge > All permissions
  • Knowledge > Search > Edit
  • Language Understanding > All permissions
  • Responses > All permissions
  • Routing > Queue > All permissions
  • Scripter > All permissions
  • Speech and text analytics > Dictionary term > View
  • Speech and text analytics > Dictionary term > Add
  • Speech and text analytics > Dictionary term > Edit
  • Speech and text analytics > Dictionary term > Delete
  • Web Deployments > Deployment > View
  • Architect > Dependency Tracking > View

Agent Copilot agent role

For your agents, the Agent Copilot Agent role provides the necessary access and clearances.

  • Agent UI > Default Panels > View
  • Assistants > Assistant > View
  • Assistants > Queue > View
  • Assistants > Copilot > View
  • Assistants > Queue-user assignments > View
  • Conversation > Suggestion > View
  • Conversation > Utterance > View
  • Conversation > suggestionEngagement > Add
  • Conversation > Summary > View
  • Conversation > Summary Feedback > Add
  • Conversation > Summary Feedback > Edit
  • Conversation > Summary Engagement > Edit
  • Knowledge > Category > View
  • Knowledge > Context > View
  • Knowledge > Document > View
  • Knowledge > Document content copy > Add
  • Knowledge > Documents presented > Add
  • Knowledge > Document Version > View
  • Knowledge > Document View > Add
  • Knowledge > Feedback > All permissions
  • Knowledge > Knowledgebase > View, Search
  • Knowledge > Document Answer > View
  • Knowledge > Search > Edit
  • Responses > Library > View
  • Responses > Response > View
  • Scripter > Script > View
  • Scripter > Published Script > View