Billing scenarios for Genesys Agent Copilot

Note: The scenarios do not apply if you have Genesys Cloud CX 4 license. Genesys Cloud CX 4 includes Agent Copilot by default.

Seats

If an organization has Agent Copilot, and an administrator assigns a user the Agent Copilot Agent role or the Assistants > Copilot > View permission, Genesys Cloud prompts Genesys Agent Copilot billing corresponding to that user.

See AI Experience tokens metering and pricing for user cost.

Agent Copilot assignments

You can assign an Agent Copilot to an entire queue or to specific users within a selected queue. If you assign an Agent Copilot to an entire queue then all users assigned to that queue are subject to Agent Copilot processing, regardless of their assigned roles or permissions. If you assign an Agent Copilot to specific users within a selected queue, then only those selected agents are subject to Agent Copilot processing.

Note: Transcription is the exception. Agent Copilot transcribes all agents in the queue regardless of user assignment. Transcription usage is subject to the fair use policy.