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]