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, you must have either STA, WEM or GC3.
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 via Virtual Supervisor 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 Virtual Supervisor include?
Virtual Supervisor includes: AI Scoring AI Summary and insights AI Translate … [More]