Genesys Agent Copilot performance dashboard

AI-generated summary

Genesys Cloud's Agent Copilot performance dashboard provides comprehensive analytics on Agent Copilot usage and effectiveness through Analytics Workspace, requiring specific permissions for agents to enable data collection and for analysts to view aggregated metrics. The dashboard features two primary filters—Agent Copilot and Queues—that operate independently, allowing users to select either a specific Agent Copilot instance or multiple queues to display associated interaction metrics. The platform supports extensive date filtering capabilities with custom ranges up to 6 weeks and preset options including Today, Yesterday, This Week, Last Week, Previous 7/30 days, This/Last Month, and Previous 3 Months, along with Day, Week, Month, and Month by Week views. Users can filter metrics by five media types (voice, callback, chat, email, and message) and by user types, with options to include inactive and deleted users. The dashboard displays data only for interactions handled by agents with Agent Copilot enabled, showing zero values if no eligible interactions exist. The Agent Copilot performance dashboard contains three primary sections: , Recommendations, and After-Call Work (ACW). The section displays total interactions using Agent Copilot and compares Average Handle Time (AHT) and ACW metrics between Agent Copilot-enabled and non-enabled agents. The Queue Comparison widget enables performance analysis across multiple queues, supporting three comparison types: Agent Copilot versus non-enabled queues, individual agents with and without Agent Copilot enabled, and performance differences between multiple queues. The Recommendations section provides metrics on total recommendations generated by content type, including Answer Generation (AI-generated answers), Answer Generation Fallback (knowledge search results), Knowledge articles with retrieval augmented generation highlighting, Scripts, and Canned responses. The Search widget monitors manual searches performed by agents, while the Recommendation Details view offers granular analysis filterable by All, Knowledge search, and Rules engine, measuring total recommendations, average per interaction, opened rate, copied instances, and feedback metrics. The Summaries widget tracks AI-generated summaries across after-call work, on-demand, and email contexts, monitoring successful generation and average generation time. metrics include agent interactions with presentation, editing, and copying of AI-generated content across , reason, and resolution fields. The system monitors generation failures including timeout events exceeding 40 seconds, interactions that are too long or too short, rate limit constraints, and unknown failure reasons. The Wrap-up Codes widget measures AI-suggested wrap-up code performance, including successful generation, agent submission of suggested codes, agent feedback, and generation failures. Feedback metrics calculate positive feedback percentage by dividing thumbs-up responses by total thumbs-up and thumbs-down responses, then multiplying by 100. Users can refresh data, save customized views with applied filters and column settings, or reset views to default configurations, with engagement metrics also available through API queries for detailed analysis of AI-assisted agent workflows and system performance optimization

PrerequisitesClick to expand

To collect analytics for the dashboard from agents:

Conversation > Suggestion Engagement – Add
Knowledge > Document content copy – Add
Knowledge > Document view – Add
Knowledge > Feedback – Create
Knowledge > Feedback – View
Knowledge > Search – Edit

For analysts to view the dashboard:

All permissions under Analytics > Tab configurations
Analytics > Agent Copilot Aggregate – View
Analytics > Conversation Aggregate – View
Analytics > Knowledge Aggregate – View
Analytics > Flow Observation – View
Analytics > Summary Aggregate – View
Analytics > Queue Observation – View

To use filters:

Directory > User – View
Routing > Queue – View
Assistants > Queue – View

The Genesys Agent Copilot performance dashboard provides insights into Genesys Agent Copilot usage, including interaction activity, queue comparison, recommendations, summaries, and wrap-up codes performance.

Note: Summary engagement metrics are available through the API. For more information, see .

Access the Genesys Agent Copilot performance dashboard

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Copilot Performance and then click the view name to open it.

Genesys Agent Copilot performance dashboard overview

The dashboard provides insights into Agent Copilot’s performance and features.

To see the most current data, click Refresh .
To save the view with your filter and column settings, click Save.
To reset a view to default column settings, click Reset view to defaults .

Filter metrics by queuesClick to expand

The dashboard includes two main filters: Agent Copilot and Queues.

To view data in the dashboard, perform one of the following:

From the Agent Copilot drop-down, select an Agent Copilot.
From the Queues drop-down, select one or more queues.

Note: You cannot apply the Agent Copilot and Queues filters at the same time.

The dashboard displays metrics for interactions associated with the selected Agent Copilot or queues. The dashboard displays metrics only for interactions handled by agents with Agent Copilot enabled. If no eligible interactions exist, the dashboard displays zero values.

Use the Queue Comparison widget to compare Average Handle Time (AHT) and After Call Work (ACW) metrics for Agent Copilot against one or more queues by selecting the desired queues from the Compare to list. You can compare multiple queues to analyze performance metrics and trends.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.

To use a preset to filter metrics, complete the following steps:

To display the date filter, click the date.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week, Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month, with no extra days.

Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. Select a start date and an end date on the calendar.
3. Click Apply.

To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

When each row shows a day, click a row to view that day’s 30-minute intervals.

Filter metrics by media type or users Click to expand

You can filter the information by media types and user types. The supported media types are voice, callback, chat, email, and message.

To filter the information by media type or users:

Click Toggle filters panel .
Search or scroll to select one or more of the following:
- Media type: Voice, Callback, Chat, Email, and Message.
- Include inactive users — To include inactive users in the list.
- Include deleted users — To include deleted users in the list.
- In the Select field, enter a user name and choose one or more users from the list.

The dashboard reflects the data based on one or more filters selected.

Dashboard WidgetsClick to expand

The Genesys Agent Copilot performance dashboard has three sections as follows:

Overview
Recommendations
ACW

In this section, let us discuss them in detail.

Overview

The overview section provides insights about the following:

Total number of interactions where Agent Copilot was used by agents.
Comparison of Average Handle Time (AHT) and ACW between Agent Copilot-enabled agents and non-Agent Copilot agents across selected queues.

Interactions with Agent Copilot

The Interactions with Agent Copilot widget provides insights about the total number of interactions in the selected queue where agents used Agent Copilot.

Queue Comparison

The Queue Comparison widget provides insights into the comparison of AHT and ACW between Agent Copilots and queues. You can compare multiple queues to analyze performance metrics and trends. AHT is defined as the average time required to handle interactions. For more information, see average handle time. ACW is defined as the average time agents spent completing after-call work. For more information, see after call work.

You can perform the following types of comparisons:

Agent Copilot vs. queues — Compare AHT and ACW metrics between Agent Copilot and queues without Agent Copilot enabled to evaluate Copilot effectiveness.
Agents with and without Agent Copilot Enabled — Compare performance metrics for specific agents when using Agent Copilot versus when not using Agent Copilot.
Between queues — Compare one or more queues against others to analyze performance differences and identify trends.

Recommendations

The recommendations section provides insights about the following:

Total number of recommendations generated.
Number of manual searches performed by agents.
Detailed performance metrics for each content type.
Insights about the AI-generated summaries and wrap-up codes.

Total Recommendations

The Total Recommendations widget provides insights about the total number of recommendations that Agent Copilot presented to agents based on interaction context and queries, including a breakdown by content type.

The supported content types are:

Answer Generation — Displays AI-generated answers that Agent Copilot surfaces to agents during an interaction.
Answer Generation Fallback — Displays the most relevant knowledge search results when an AI-generated answer is unavailable, ensuring agents continue to have access to relevant information.
Knowledge articles — Genesys Agent Copilot suggests a knowledge article without retrieval augmented generation.
Knowledge highlights — Genesys Agent Copilot suggests a knowledge article with highlighted answers.
Scripts — Genesys Agent Copilot suggests a script page for navigation.
Canned responses — Genesys Agent Copilot suggests a predefined response.

Search

The Search widget provides insights about the number of manual searches performed by agents within Agent Copilot.

Recommendation Details

The Recommendation details view provides a detailed breakdown of content surfaced by Agent Copilot. You can filter the data by All, Knowledge search, and Rules engine.

The supported metrics per content type are:

Total — Total number of recommendations for the content type.
Avg per interaction — Average number of times the content type is recommended per interaction.
Opened — Average number of times agents open the recommended content.
Copied — Average number of times agents copy the content to a digital channel.
Feedback — Total feedback provided and the positive feedback percentage.

Summaries

The summaries widget provides insights into the AI-generated summaries, including after call work, on-demand, and emails.

This section includes these insights:

Metrics	Description
Generated	The number of successfully generated AI summaries with Agent Copilot.
Average Summary Generation Time	The average time taken for Agent Copilot to generate a summary.
Presented	The number of successful or unsuccessful AI-generated summaries, where agents viewed the summary, reason, or resolution fields.
Edited	The number of successful or unsuccessful AI-generated summaries, where agents edited the summary, reason, or resolution fields.
Copied	The number of successful or unsuccessful AI-generated summaries, where agents copied full or partial content of the summary, reason, or resolution fields.
Feedback	The number of successful AI-generated summaries that received agent feedback (positive or negative).
Failed to load – timeout	The number of successful or unsuccessful AI-generated summaries, where the generation time exceeds 40 seconds.
Failed to load – too long	The number of AI-generated summaries that failed due to long interactions.
Failed to load – too short	The number of AI-generated summaries that failed due to short interactions.
Failed to load – rate limited	The number of AI-generated summaries that failed due to rate limit constraints.
Failed to load – unknown	The number of AI-generated summaries that failed for unknown reasons.

Wrap-up Codes

The Wrap-up Codes widget provides insights about the AI-suggested wrap-up codes.

This section includes these insights:

Metrics	Description
Generated	The number of successful AI-generated summaries where at least one AI-suggested wrap-up code was generated.
Submitted	The number of successful AI-generated summaries where agents selected and submitted an AI-suggested wrap-up code.
Feedback	The number of successful AI-generated summaries where agents provided positive or negative feedback on AI-suggested wrap-up codes.
Failed to generate	The number of successful or unsuccessful AI-generated summaries where AI-suggested wrap-up codes were not generated.
Failed to load – timeout	The number of successful or unsuccessful AI-generated summaries where the generation time exceeds 40 seconds.

For both Summaries and Wrap-Up Codes, the Feedback metric defines the total number of thumbs-up and thumbs-down responses. To calculate the percentage of positive feedback (thumbs-up), Genesys Cloud divides the number of thumbs-up responses by the total number of thumbs-up and thumbs-down responses and then multiplies the result by 100.

Positive feedback (%) = (ThumbsUp / (ThumsUp + ThumbsDown)) × 100

Note: Feedback values include both positive (thumbs up) and negative (thumbs down).

You can use the Summary Analytics Aggregate API to query more KPIs. For more information, see Summary Aggregate Query.

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Genesys Agent Copilot performance dashboard

Access the Genesys Agent Copilot performance dashboard

Genesys Agent Copilot performance dashboard overview

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