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No. If Agent Copilot is enabled for an interaction and already generates a summary, Virtual Supervisor’s AI Summary & Insights uses that same summary without generating additional cost. You are not billed twice for the same interaction.
Yes, agent and evaluation centered evaluation daily limits (50 per day), apply to both regular and AI driven evaluations. The limit can be increased on an individual customer basis to either 100 or 200 per day, by creating a customer care ticket with this request.
Yes, if you intend to use AI scoring to evaluate calls. AI Scoring requires interactions to be transcribed.
To use Virtual Supervisor AI Scoring, your organization must have Speech and Text Analytics, Quality Management, and AI Experience Tokens enabled.
The following license scenarios are supported:
AI Summary, Insights, and Outline can be turned on at the Program level. Only interactions tied to queues, or flows mapped to the specific program will be processed.
For more information, see the View a program section in the Work with a program page.
No. Assigning Virtual Supervisor permissions does not trigger charges. Charges are consumption-based. For example, you are charged when summaries or insights are generated, when an interaction is translated, and when an interaction is evaluated with a form that has questions enabled with AI Scoring.
No. If summaries, or insights are generated by Agent Copilot, viewing them via Virtual Supervisor does not incur an additional charge.
Virtual Supervisor includes:
For more information, see: AI scoring best practices.