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.

Access the Genesys Agent Copilot dashboard

  1. Click Performance > Workspace.
  2. To open a new tab, click Create New Tab .
  3. 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.
  4. Click Menu > Analytics > Analytics Workspace.
  5. In the Default section, search for Agent Copilot Performance and then click the view name to open it. 

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

The Overview section of the Agent Copilot dashboard

This table summarizes the general 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 (ACW)
  • Average handle time shows a comprehensive view of average handle time.
  • ACW metric shows how long the agent took to complete the after call work panel once the interaction has ended/been transferred to another agent.

Genesys Agent Copilot dashboard recommendations

The Recommendations section of the Agent Copilot dashboardThis table summarizes the dashboard recommendations tiles and their functionalities.

Tile Description
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.

Genesys Agent Copilot dashboard after-call work overview

The After Call Work section of the Agent Copilot dashboardThis table summarizes the after-call work dashboard tiles and their functionalities.

Tile Description

After call work (ACW) summary

  • Generated
  • Presented
  • Edited
  • Copied
  • Feedback
  • Failed to load timeout
  • Failed to load too short
  • Failed to load too long
  • Failed to load rate limited
  • Failed to load unknown

This tile gives a detailed overview related suggested ACW summaries generated at the end of an interaction.

  • Generated: Number of successfully generated AI summaries on Copilot ACW.
  • Presented: Number of successfully or unsuccessfully generated AI summaries on Copilot ACW where the agent saw the summary, reason, or resolution.
  • Edited: Number of successfully or unsuccessfully generated AI summaries on Copilot ACW where the agent edited the summary, reason, or resolution.
  • Copied: Number of successfully or unsuccessfully generated AI summaries on Copilot ACW where the agent copied the entire or partial of the summary, reason, or resolution fields.
  • Feedback: Number of successfully generated AI summaries on Copilot ACW which the agent rated as negative or positive.
  • Failed to load time out: Number of successfully or unsuccessfully generated AI summaries on Copilot ACW where generation took more than 40 seconds.
  • Failed to load too long: Number of unsuccessfully generated AI summaries on Copilot ACW where the reason is the too long conversation.
  • Failed to load too short: Number of unsuccessfully generated AI summaries on Copilot ACW where the reason is the too short conversation.
  • Failed to load rate limited: Number of unsuccessfully generated AI summaries on Copilot ACW where the AI summary rate limit is exceeded.
  • Failed to load unknown: Number of unsuccessfully generated AI summaries on Copilot ACW where the reason is unknown.

Wrap-up codes

  • Generated
  • Submitted
  • Feedback
  • Failed to generate
  • Failed to load time out

This tile gives a detailed overview related suggested Wrap up codes generated at the end of an interaction.

  • Generated: Number of successfully generated AI summaries on Copilot ACW where at least one AI-suggested wrap-up code was generated.
  • Submitted: Number of successfully generated AI summaries on Copilot ACW where the agent selected and submitted an AI-suggested wrap-up code.
  • Feedback: Number of successfully generated AI summaries on Copilot ACW where the agent rated the AI-suggested wrap-up code as negative or positive. 
  • Failed to generate: Number of successfully or unsuccessfully generated AI summaries on Copilot ACW where AI-suggested wrap-up codes were not generated.
  • Failed to load time out: Number of successfully or unsuccessfully generated AI summaries on Copilot ACW where generation took more than 40 seconds.