Series: Create a Genesys Agent Copilot

Queues tab

The Agent Copilot can work on one or more queues at a time.

1. For the queue to which you want to assign agents for the Agent Copilot, under Actions, click Assign Copilot. The agent assignment panel appears.
2. In the agent assignment panel, check the box beside the name of each agent that you want to assign to the Agent Copilot.
3. At the bottom of the panel click Assign Copilot to agents.
   Notes:
   

   • To assign an Agent Copilot to all agents in the queue, select the check box at the upper left of the assignment page. Be sure to select this check box on all pages of the agent assignment panel before you click Assign Copilot to agents.
   • If you update an Agent Copilot that you assigned to a queue before April 21, 2025, you must also assign the Agent Copilot to specific members of that queue. If you make no changes, existing Agent Copilots continue to operate as expected, but a warning appears in the Agent Copilot list to identify Agent Copilots that are assigned to queues only rather than to agents. To assign the Agent Copilot to specific members of the queue, in the Actions column, click Update assignment.
   • Genesys Cloud only performs seat billing for Agent Copilot for users who have the necessary licenses and permissions for Agent Copilot. For more information about Agent Copilot billing, see Billing scenarios for Genesys Agent Copilot. 
   • Queue settings are accessible once you have saved a new Agent Copilot configuration. You can only assign existing Agent Copilot configurations to a queue.
4. Click Save Copilot.