FAQs: Agent Copilot
Can I see summaries and insights generated by Agent Copilot in the interaction details view?
If you have the , , or a or with , ,… [More]
Do permissions affect Virtual Supervisor billing?
No. Assigning Virtual Supervisor permissions does not incur any charges. Billing is… [More]
Do summaries generated by Agent Copilot persist longer than 10 days?
If you have the , , or a or with , ,… [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]
How can I improve the frequency of AI-generated answers for auto-suggested knowledge?
Create well-structured articles separated into paragraphs. Aim for semantically coherent paragraphs that… [More]
How can I suppress segment filtering on knowledge articles for Agent Copilot?
Genesys Cloud supports an API that disables segment-based filtering for Genesys Cloud… [More]
How does AI generation work?
Genesys Agent Copilot uses Retrieval-Augmented Generation (RAG) to generate auto-suggested answers. Queries… [More]
How is AI Summary and Insights enabled?
AI Insights can be turned on at the Program level. Only interactions… [More]
How is Virtual Supervisor billed?
AI Summary and Insights – Billing occurs only when summaries or insights are… [More]
If an interaction is already summarized by Agent Copilot, will I be charged again for Virtual Supervisor’s AI Summary and Insights?
No. If Agent Copilot is enabled for an interaction and has already… [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 Virtual Supervisor?
You must have AI Experience Tokens to access Virtual Supervisor features. Also,… [More]
Is there a charge to generate Supervisor Copilot summary for interactions that were already summarized by Agent Copilot?
Genesys Cloud will not double-bill for summaries when an interaction has already… [More]
Is there a charge to generate Virtual Supervisor summary for interactions that were already summarized 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 Virtual Supervisor include?
Virtual Supervisor includes: AI Scoring AI Summary and insights AI Translate … [More]
