Queues tab

You can assign Agent Copilots to agents automatically or manually.

Auto-assignment ensures that you assign licensed agents an Agent Copilot when they are part of a queue with an active Agent Copilot. This method reduces manual work and ensures consistent Copilot coverage across your agent population.

Manual assignment offers admins full control over which agents receive Agent Copilot within a queue. It’s ideal for organizations to conduct limited rollouts, test Copilot performance, or prefer direct oversight of Agent Copilot queue-member pairings.

Automatic assignment

To assign all agents with the Agent Copilot license to a queue, do the following;

1. For the queue to which you want to assign agents for the Agent Copilot, under Actions, click Assign Copilot. Or to update the agent assignment, click Update Assignment.
2. At the top of the agent assignment panel, enable Auto-assign Copilot to all licensed agents.
3. Click Save Copilot.

Manual assignment

The Agent Copilot can work on one or more queues at a time.

1. For the queue to which you want to assign specific agents to an Agent Copilot, under Actions, click Assign Copilot. The agent assignment panel appears.
2. In the agent assignment panel, check the box beside the name of each agent that you want to assign to the Agent Copilot.
   Note: At the top of the assignment panel, a counter displays the number of assigned agents manually assigned. The assignment of agents who are no longer members of the queue but who hold an active assignment can cause the count to exceed the number of current queue members.
3. At the bottom of the panel click Assign Copilot to agents.
   Notes:
   

   • Genesys Cloud only performs seat billing for Agent Copilot for users who have the necessary licenses and permissions for Agent Copilot. For more information about Agent Copilot billing, see Billing scenarios for Genesys Agent Copilot. 
   • Queue settings are accessible once you have saved a new Agent Copilot configuration. You can only assign existing Agent Copilot configurations to a queue.
4. Click Save Copilot.