Genesys Cloud
New Virtual Agent Performance dashboard offers clear insights for all stakeholders

In a future release, Genesys Cloud will introduce a centralized KPI dashboard for Virtual Agent performance data. Previously, this data was fragmented across multiple dashboards (including Bot Performance, Flow Performance, and Knowledge Dashboards), with the Optimization Dashboard specifically buried within Architect. This fragmentation made it difficult for stakeholders outside of technical teams to understand how Virtual Agents were performing or contributing to ROI.

The new dashboard brings key Virtual Agent performance metrics into one accessible, visual view. Stakeholders can see how features such as AI-powered slots, intents, summarization and wrap-up codes, and AI-powered knowledge retrieval perform without the need to access Architect. By providing a centralized location for Virtual Agent performance, this dashboard enables better decision making, quicker identification of performance issues, and a clearer view of how Virtual Agents contribute to customer experience and operational efficiency.