Permissions and roles for Genesys Agent Copilot
Prerequisites
- Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license
- Purchased Genesys AI Experience tokens
Note: If your agents use Agent Assist, you must remove the Assistant > All permissions from their assigned permissions, as this contains Assistant > Copilot > View permission, and displays the new Copilot panel for them. Instead, add Assistant > Assistant > View and Assistant > Queue > View permissions for the agents.
Agent Copilot administrator role
The Agent Copilot administrator role provides administrative access to the Agent Copilot components and services.
- Agent UI > Default Panels > Edit
- Agent UI > Default Panels > View
- Analytics > agentCopilotAggregate > All permissions
- Analytics > conversationAggregate > All permissions
- Analytics > knowledgeAggregate > All permissions
- Analytics > tabConfigurations > All permissions
- Analytics > viewConfigurations > All permissions
- Analytics > flowObservation > View
- Analytics > queueObservation > View
- Assistants > All permissions
- Conversation > Suggestion > All permissions
- Conversation > Utterance > All permissions
- Conversation > suggestionEngagement > All permissions
- Conversation > Summary > All permissions
- Conversation > summaryFeedback > All permissions
- Directory > User > View
- Knowledge > All permissions
- Language Understanding > All permissions
- Responses > All permissions
- Routing > Queue > All permissions
- Scripter > All permissions
Agent Copilot Agent role
For your agents, the Agent Copilot Agent role provides the necessary access and clearances.
- Agent UI > Default Panels > View
- Assistants > Assistant > View
- Assistants > Queue > View
- Assistants > Copilot > View
- Conversation > Suggestion > View
- Conversation > Utterance > View
- Conversation > suggestionEngagement > Add
- Conversation > Summary > View
- Conversation > summaryFeedback > Add
- Knowledge > Category > View
- Knowledge > Context > View
- Knowledge > Document > View
- Knowledge > documentCopy > Add
- Knowledge > documentPresentation > Add
- Knowledge > documentVersion > View
- Knowledge > documentView > Add
- Knowledge > Feedback > All permissions
- Knowledge > Knowledgebase > View, Search
- Knowledge > documentAnswer > View
- Responses > Library > View
- Responses > Response > View
- Scripter > Script > View
- Scripter > publishedScript > View
