Permissions and roles for Genesys Agent Copilot

Genesys Cloud's Agent Copilot system operates through a structured permissions framework that establishes distinct roles and access levels for administrators and agents, requiring a Genesys Cloud CX license (CX 1 through CX 4 variants, including Digital and WEM Add-on options) and purchased AI Experience tokens as foundational prerequisites. The platform defines two primary roles: Agent Copilot Administrator and Agent Copilot Agent. The Administrator role grants comprehensive access across Agent UI management, AI Studio, Analytics, Assistant management, and Knowledge base control. Administrators maintain complete control over assistants, queue-user assignments, conversation features (suggestions, utterances, summaries, and feedback), knowledge management, language understanding, responses, routing queues, and scripter functions. Additional administrative permissions include speech and text analytics dictionary term management, web deployment viewing, architect dependency tracking, and license viewing. Administrators can view and edit configurations, manage queue-user assignments, and access comprehensive analytics modules including Agent Copilot Aggregate, Conversation Aggregate, Knowledge Aggregate, Tab Configurations, and View Configurations. The Agent Copilot Agent role provides focused operational access for daily functions, enabling agents to view default panels, AI Studio summaries, and assistant information; access analytics for conversation and agent-specific details; manage conversation suggestions, utterances, summaries, and feedback; view and edit agent checklists; access external contacts; and utilize comprehensive knowledge base features including document viewing, content copying, and feedback management. Agents can also view and manage responses, access scripter functions, and utilize knowledge search and document answer features. A critical configuration requirement applies to agents using Agent Assist: the Assistant > All permissions must be removed from their assigned permissions, as this contains the Assistant > Copilot > View permission that displays the new Copilot panel. Instead, administrators should add Assistant > Assistant > View and Assistant > Queue > View permissions for these agents. Administrators can add or remove permissions from roles, which may affect functionality, requiring verification that all roles contain necessary permissions for specific functions.