Issues with Agent Copilot panel

Issue: Agent Copilot panel does not appear for the agent.

• Reason 1: The agent has no permission to see the Agent Copilot panel.
  • Solution: The agent needs Assistants > Copilot – View permission to see the Agent Copilot Set the permission according to the description in Permissions and roles for Genesys Agent Copilot. 
• Reason 2: Agent Copilot is not assigned to the queue.
  • Solution: Assign the Agent Copilot to the queue. Follow the process description in Create a new Genesys Agent Copilot.

Issue: No suggestions are appearing on the Agent Copilot panel.

• Reason: The configuration is wrongly set to Agent Assist.
  The cause of this issue is that Agent Assist and Agent Copilot suggestions are not compatible with each other, as Agent Copilot produces new type of suggestion events. If a configuration becomes Agent Assist, the runtime produces the old suggestions, to which the Agent Copilot panel is not subscribed.
  • Solution: If the Agent Copilot configuration looks to be empty; for example, the nluConfig is missing, recreate the Agent Copilot configuration according to the description in Create a new Genesys Agent Copilot.

Issue: Intent-based suggestions are not appearing.

• Reason 1: the intent matching confidence is lower than the threshold.
  • Verification:
    1. Click Admin.
    2. Go to Contact Center > Agent Copilot.
    3. Open the Agent Copilot configuration that you detect the issue with. 
    4. Check the NLU confidence threshold under the Advanced settings tab. The default is 0.4. Adjust the threshold according to your needs.
    5. Under the Natural Language Understanding (NLU) tab, click the Test NLU button in the upper right corner to test the NLU model with some utterances. Check if the confidence score is equal or above the configured confidence threshold.
  • Solutions:
    • Give more training phrases to the NLU intents.
    • To allow in more true positives, lower the threshold. Always test the NLU, and see if the number of false positive suggestions increases alongside the setting.
• Reason 2: Active intent is the same, and the rule is already matched.
  This behavior is intended and by design, as intent-based rules work differently than knowledge search. While knowledge search is the “fallback” rule, it runs whenever no other rule matches and tries to give back the best answer for each customer turn. Intent-based rules only trigger if the Active Intent changes, so it does not give back the same suggestion for the intent that is already the active one, so it was already suggested as the last rule-based suggestion.
  • Verification:
    1. Start a new conversation and see that the rule displays the suggestion; or change the topic to trigger another rule based on another suggestion.
    2. Retry the suggestion that did not appear.
    3. If this action works, then you have verified that the intent-based rule was already triggered in before in the same conversation, and the active intent did not change.
    4. If intent-based suggestions are systematically not appearing, then this is not the reason for the issue.
  • Solution: This behavior is by design.

Issues with Agent Copilot enabled After Call Work panel

Issue: wrap-up code predictions do not appear in the ACW panel.

• Reason 1: Configuration errors.
  • Verification and solution: Give all wrap-up codes a “description” that match “reason for contact” the best. Assign wrap-up codes to be predicted to the queue.
• Reason 2: Lack of language support.
  • Verification and solution: Check Genesys Cloud supported languages, as Agent Copilot might partially support a language. For example, wrap-up code prediction may not be supported.

Issue: Summary generates with an incorrect language.

• Reason 1: The localization configuration is incorrect.
  • Solution: Be sure that you correctly set expected language in the Agent Copilot configuration and in all flows (Inbound, In Queue, Bot Flows.
• Reason 2: (Voice only): The trunk language is set incorrectly.
  • Solution: Ensure that you enable recording and set the language to the appropriate locale for the external trunk.
    Note:The en-US dialect is the only dialect that does not require you to set the dialect trunk level. For more information, see Set the trunk language and Genesys Cloud supported languages. 
• Reason 3: The conversation is too short to determine the language correctly.

Issue: Advanced summary fields do not appear in the ACW panel.

• Reason: Lack of language support.
  • Verification and solution: Check Genesys Cloud supported languages, as Agent Copilot might partially support a language. Advanced summary features may not yet be supported.

Issues with Agent Copilot on Voice

Issue: Agent Copilot on Voice channel fails to work. Transcription fails. Sections of the conversation is missing in Summaries.

• Reason: Agent Copilot does not support transcription when you disable call recording.
  • Solution: Ensure that call recording is enabled on the external trunk.
    Notes:

    • If you enable Require user consent before recording on the trunk and the caller refuses consent, because the call is not recorded, Agent Copilot transcription fails.
    • Because secure pause segments stop call recording, Agent Copilot does not provide transcription during a Secure pause or while the call is in a Secure Call flow.