Genesys Agent Copilot performance dashboard

Prerequisites

Access to the following menu options to collect analytics for the dashboard from Agents:

  • Conversation > Suggestion Engagement > Add
  • Knowledge > Document content copy > Add
  • Knowledge > Document view > Add
  • Knowledge > Feedback > Create, View
  • Knowledge > Search > Edit

Access to the following menu options to see the dashboard for analysts:

  • Analytics > Tab configurations > All Permissions
  • Analytics > Agent Copilot Aggregate > View
  • Analytics > Conversation Aggregate > View
  • Analytics > Knowledge Aggregate > View
  • Analytics > Flow Observation > View
  • Analytics > Summary Aggregate > View
  • Analytics > Queue Observation > View

Access to the following menu options to use filters:

  • Directory > User > View
  • Routing > Queue > View
  • Assistants > Queue > View

The Genesys Agent Copilot dashboard helps you to get a deeper insight into Agent Copilot-related features, like interaction and queue activities or after-call work statistics.

Note: Summary engagement metrics are available via API. For more information, see Update agent’s engagement for the summary and Update the feedback for the summary.

Click the image to enlarge.

Access the Genesys Agent Copilot dashboard

  1. Click Performance > Workspace.
  2. To open a new tab, click Create New Tab .
  3. From the Menu, click Analytics > Analytics Workspace.
  4. From the list on the left, select Agent Copilot Performance on the left side of the screen. Alternatively, in the Search Views , field, start to type Agent Copilot Performance, and select it when it appears in the Others section.

Select the corresponding queue

From the Queue drop-down, select the queue you want to inspect. 

  • If you want to compare the selected queue with another queue, select the wanted queue from the Comparison Queue drop-down.

Filter results

You can use several filters to refine the results.

Filter for a time period

Use the date selector to filter for a time period in which you want to examine Genesys Agent Assist analytics.

Filter for media type or agent

To refine your search filters, click the Filter icon. You can filter for these metrics:

  • Media types (voice, callback, chat, email, message)
  • Users

Genesys Agent Copilot dashboard overview

This table summarizes the dashboard tiles and their functionalities.

Tile Description
Interactions with Agent Copilot This tile shows the total number of interactions with Agent Copilot on the selected queue.

Queue Comparison

  • Average Handle Time
  • After Call Work
  • Average handle time shows a comprehensive view of average handle time.
  • After Call Work metric shows how long the agent took to complete the after call work panel once the interaction has ended/been transferred to another agent.
Total recommendations

This tile shows how many recommendations the Agent Copilot made on the selected queue. You can see specific statistics about each of the recommended content types (canned responses, knowledge articles, knowledge highlights, scripts).

Available content types

  • Knowledge articles: Genesys Agent Copilot suggested a knowledge article (without retrieval augmented generation).
  • Knowledge highlights: Genesys Agent Copilot suggested a knowledge article, with a highlight showing an exact answer.
  • Canned responses: Genesys Agent Copilot suggested a canned response.
  • Scripts: Genesys Agent Copilot suggested a script page to navigate to.
Search This tile shows how many manual knowledge searches were performed in the Agent Copilot panel.
Recommendation details

This tile gives a detailed overview about the Total recommendations statistics. 

You can inspect the following characteristics for each content type:

  • Total: The total number of the respective recommended content type.
  • Avg per interaction: The average number of times Agent Copilot recommended the respective content type per interaction.
  • Opened: The average number of times the agents opened the recommended content type.
  • Copied: The average number of times the agents copied the recommended content type to a digital channel.
  • Feedback: The amount of feedback given and the positive upvote ratio in percent.