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If your queue is assigned to an and you have the Agent Copilot Agent Role, you can work with these tools:
You no longer must perform manual searches for this information.
If the Agent Copilot detects a trigger or an intent in the customer’s messages, and your administrator assigned a knowledge article to that trigger, then the assigned knowledge base article appears in the Agent Copilot panel. In digital interactions, you can copy the entire article to the chat. To open the article, click the title.
As you type in the Search box, the Agent Copilot generates a suggested answer, right above the suggested knowledge articles, compiled from search results. The generated answer allows you to get a quick and personalized answer to the customer’s question.
If the Agent Copilot detects a trigger or an intent in the customer’s messages, and your administrator assigned a canned response to that trigger, then the assigned canned response appears in the Agent Copilot panel.
If the Agent Copilot detects a trigger or an intent in the customer’s messages, and your administrator assigned a script to that trigger, then Agent Copilot displays the Load script button next to the transcribed message. To open the Script page, click this button and navigate to the Agent Copilot panel.
While in the conversation, the Agent Copilot also suggests various interactions with the loaded script, based on the context.
If the conversation with the customer does not trigger rules, then Agent Copilot performs a search against the assigned knowledge base, based on the customer’s query. If it finds a relevant article, Agent Copilot highlights the answer from within the article that pertains to the customer’s query. You can copy only the highlighted answer section to the chat when you open the article in the Agent Copilot view.
To search the knowledge base manually, click Search . The knowledge search highlights any answer sections relevant to your search.
When the agent ends the interaction, then Agent Copilot generates an easily readable summary, and also offers suggestions for the Reason contacted and Resolution fields. Agent Copilot also predicts and suggests a wrap-up code. Select from the suggested wrap-up codes manually.
You can rate the summary with the thumbs up or the thumbs down icon, which lets your admin know the positive upvote ratio for each summary. You can view agent summary ratings in the Genesys Agent Copilot performance dashboard.
Genesys Agent Copilot generates a summary about each interaction that you have with a customer. This summary generation also occurs when an agent transfers a call to another agent: in this case, the transferring agent and the receiving agent also receive a summary of the pre-transferred call. When the receiving agent concludes the call, they both also get a summary about their conversation with the customer.
Genesys Agent Copilot presents a checklist of up to seven items either at the start of the interaction or based on an intent trigger. You can manually check the items on the checklist. The system can also automatically check the items as complete, based on text or voice detection. You can pin or collapse the checklist.
Administrators can create checklists under Menu > Conversation Intelligence > Quality Management > Agent Checklists. Administrators can then associate a customer or agent intent as a trigger for displaying the checklist.
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