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 generate Supervisor Copilot summary for interactions that were already summarized by Agent Copilot?
No. If summaries, or insights are generated by Agent Copilot, viewing them via Supervisor Copilot does not incur an additional charge.
Is there a charge to view summaries already created by Agent Copilot?
No. If summaries, or insights are generated by Agent Copilot, viewing them via Supervisor Copilot does not incur an additional charge.
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]
