FAQs: Agent Copilot

Can I have AI Scoring with a CX2 license?

Yes, as long as you have the STA Add-on and Genesys AI… [More]

Do permissions affect Supervisor Copilot and Virtual Supervisor billing?

No. Assigning Supervisor Copilot permissions does not trigger charges. Charges are consumption-based…. [More]

Do the existing evaluation limits apply to AI Scoring driven evaluations?

Yes, agent and evaluation centered evaluation daily limits (50 per day), apply… [More]

Does STA (Speech and Text Analytics) include transcription minutes?

Yes. STA, along with WEM, Agent Copilot, and GC3/GC4 license tiers, provide… [More]

How are Supervisor Copilot and Virtual Supervisor billed?

Supervisor Copilot and Virtual Supervisor are billed separately. AI Summary and Insights… [More]

How is AI Summary and Insights enabled?

AI Insights can be turned on at the Program level. Only interactions… [More]

Is STA (Speech and Text Analytics) required for AI Scoring?

Yes, if you intend to use AI scoring to evaluate calls. AI… [More]

Is the STA (Speech and Text Analytics) Add-On required for Supervisor Copilot?

You must have AI Experience Tokens to access Supervisor Copilot features. Also,… [More]

Is there a charge to view summaries already created by Agent Copilot?

No. If summaries, or insights are generated by Agent Copilot, viewing them… [More]

What are the best practices to improve answer highlighting accuracy?

To improve accuracy and frequency for answer highlighting, follow these suggestions: Author… [More]

What are the best practices to increase the accuracy and surfacing of wrap-up codes with Genesys Agent Copilot?

To increase the accuracy and surfacing of wrap-up codes with Genesys Agent… [More]

What does Supervisor Copilot include?

Supervisor Copilot includes: AI Summary and insights AI Translate

What does Virtual Supervisor include?

Virtual Supervisor includes AI Scoring.

What happens if no queues or flows are assigned to a program?

If no queues, of flows are assigned to a program, no insights… [More]

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.