Setting up Genesys Cloud Agent Copilot

See also

Sources

1. 1
   Where Agent Assist runs alongside Agent Copilot, administrators should remove Assistant > All permissions and instead assign Assistant > Assistant > View and Assistant > Queue > View to avoid display conflicts.

   Permissions and roles for Genesys Agent Copilot · Permissions and roles for Genesys Agent Copilot: Prerequisites (note) · Checked 2026-10-01
2. 2
   Agents see Agent Copilot as a contextual panel in Agent Workspace, with live transcription for voice, suggestions, and after-call summary, contact reason, resolution and wrap-up predictions with thumbs feedback.

   Work with Genesys Agent Copilot · Work with Genesys Agent Copilot: during the interaction; after-call work · Checked 2026-10-01
3. 3
   Existing Genesys Agent Assist assistants are transferred into the Agent copilots list, and Genesys recommends creating a new Agent Copilot instead.

   Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: Create an Agent Copilot (note on Agent Assist) · Checked 2026-10-01
4. 4
   All calls of users in queues that have a Genesys Agent Copilot assigned are automatically transcribed.

   Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: Create an Agent Copilot, voice transcription service step · Checked 2026-10-01
5. 5
   Genesys Agent Copilot is not available with BYOC Premises because voice transcription there happens only after the recording completes and uploads.

   Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: Create an Agent Copilot (note) · Checked 2026-10-01
6. 6
   Because every call in a Copilot-assigned queue is transcribed and voice transcription carries its own charges, assigning Copilot to a queue likely raises transcription usage for that queue beyond the Copilot token cost.inferred

   Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: voice transcription service step · Checked 2026-10-01
7. 7
   An Agent Copilot is created under Menu > Orchestration > AI Studio > Agent Copilots by clicking New Copilot and entering a name and language.

   Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: Create an Agent Copilot, steps 1-3 · Checked 2026-10-01
8. 8
   For the dashboard to collect engagement data, agents need Conversation > Suggestion Engagement > Add plus knowledge document permissions.

   Genesys Agent Copilot performance dashboard · Genesys Agent Copilot performance dashboard: permissions · Checked 2026-10-01
9. 9
   The Agent Copilot performance dashboard filters by date range up to six weeks, queue, media type and individual user.

   Genesys Agent Copilot performance dashboard · Genesys Agent Copilot performance dashboard: filters · Checked 2026-10-01
10. 10
    The Agent Copilot Performance dashboard is opened from Menu > Analytics > Analytics Workspace and reports interactions, AHT and ACW for enabled versus non-enabled agents, recommendation engagement, summary performance and wrap-up code adoption.

    Genesys Agent Copilot performance dashboard · Genesys Agent Copilot performance dashboard: access and dashboard sections · Checked 2026-10-01
11. 11
    Genesys recommends adding domain keywords and phrases to the transcription dictionary and refining it during the first two to three weeks based on agent and team-leader feedback.

    Best practices for your Agent Copilot initial deployment · Best practices for your Agent Copilot initial deployment: Dictionary management · Checked 2026-10-01
12. 12
    The fallback rule is disabled by default, enables automatically when a knowledge base or configuration is assigned, and disables when it is removed.

    Configure Genesys Agent Copilot rules · Configure Genesys Agent Copilot rules: Fallback rule · Checked 2026-10-01
13. 13
    Intent rules trigger only when the active intent changes, so an unchanged intent that already matched a rule does not re-trigger it, by design.

    Genesys Agent Copilot troubleshooting guide · Genesys Agent Copilot troubleshooting guide: Intent-based suggestions not appearing · Checked 2026-10-01
14. 14
    Agent Copilot can suppress IVR, hold and queue-wait segments so no transcript is generated for those periods.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: IVR suppression · Checked 2026-10-01
15. 15
    Auto-suggestions can show articles only (up to three articles), answer highlights, or answer generation, and answer generation works only with content-based search.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: Auto-suggestions · Checked 2026-10-01
16. 16
    A knowledge workbench V2 knowledge base is created under Menu > Knowledge > Articles with Create Knowledge Base, a name, optional description and a content language.

    Knowledge workbench quick start guide V2 · Knowledge workbench quick start guide V2: Create a knowledge base · Checked 2026-10-01
17. 17
    Agent Copilot can filter the knowledge base by categories, labels or contexts using match-all or match-any logic.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: Knowledge filtering · Checked 2026-10-01
18. 18
    Manual search in Agent Copilot is available for knowledge bases only, with answer highlights, answer generation or both.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: Manual search · Checked 2026-10-01
19. 19
    Agent Copilot's knowledge source is either a Knowledge Base, referencing a knowledge workbench V2 base, or a Knowledge Configuration, referencing knowledge fabric.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: Knowledge management / knowledge source · Checked 2026-10-01
20. 20
    Knowledge workbench V2 has a Test Articles pane where a query returns matching articles with confidence percentages.

    Knowledge workbench quick start guide V2 · Knowledge workbench quick start guide V2: Test articles · Checked 2026-10-01
21. 21
    Genesys recommends knowledge confidence thresholds of 0.5 for non-content-search knowledge bases, 0.65 for English content-search bases and 0.7 for non-English content-search bases.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: Knowledge retrieval confidence threshold · Checked 2026-10-01
22. 22
    Genesys warns that Agent Copilot capabilities marked with a dagger, applying to Hebrew and Thai, may show variations in performance.

    Genesys Cloud supported languages · Genesys Cloud supported languages: Genesys Agent Copilot section, dagger footnote · Checked 2026-10-01
23. 23
    The Genesys Cloud supported languages article has a Genesys Agent Copilot table giving per-language availability of knowledge base V2, knowledge fabric, intent-based NBA, summarization, advanced summarization, wrap-up code prediction and AI-generated manual-search answers.

    Genesys Cloud supported languages · Genesys Cloud supported languages: Genesys Agent Copilot section, table column headers · Checked 2026-10-01
24. 24
    The language selected when creating an Agent Copilot cannot be changed later.

    Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: Create an Agent Copilot, language step · Checked 2026-10-01
25. 25
    Organizations on Genesys Cloud CX 1, CX 1 Digital Add-on II, CX 2, CX 2 Digital, CX 3 or CX 3 Digital licenses obtain Genesys Agent Copilot by consuming Genesys Cloud AI Experience tokens.

    Genesys Agent Copilot availability in Genesys Cloud licenses · Genesys Agent Copilot availability in Genesys Cloud licenses: CX 1/CX 2/CX 3 entry · Checked 2026-10-01
26. 26
    Genesys Cloud CX 4 licenses automatically include Genesys Agent Copilot.

    Genesys Agent Copilot availability in Genesys Cloud licenses · Genesys Agent Copilot availability in Genesys Cloud licenses: CX 4 entry · Checked 2026-10-01
27. 27
    In a multi-language Agent Copilot the first language selected is the default, and each further language is added with +Add other Languages and its own voice transcription service.

    Work with multi-language Agent Copilot · Work with multi-language Agent Copilot: adding languages · Checked 2026-10-01
28. 28
    A multi-language Agent Copilot uses the intents of the default language, so utterances for the other languages must be added manually.

    Work with multi-language Agent Copilot · Work with multi-language Agent Copilot: Natural language understanding · Checked 2026-10-01
29. 29
    Rules are disabled by default for additional languages in a multi-language Agent Copilot until explicitly enabled.

    Work with multi-language Agent Copilot · Work with multi-language Agent Copilot: Rules engine · Checked 2026-10-01
30. 30
    Genesys announced on 2025-11-10 that multilingual Agent Copilots supporting up to 10 languages would be available, with a planned effective date of 2025-12-15.

    Multilingual Agent Copilot support for queues with multiple languages · Multilingual Agent Copilot support for queues with multiple languages: announcement body · Checked 2026-10-01
31. 31
    Wrap-up code prediction in additional languages requires language-specific wrap-up codes assigned to the queues.

    Work with multi-language Agent Copilot · Work with multi-language Agent Copilot: Wrap-up codes · Checked 2026-10-01
32. 32
    Each Agent Copilot intent needs at least five utterances, and Genesys recommends 20 for best results.

    Configure Genesys Agent Copilot natural language understanding · Configure Genesys Agent Copilot natural language understanding: intents and utterances · Checked 2026-10-01
33. 33
    Administrators must click Save Copilot before moving to another tab for NLU work to save and the NLU model to publish.

    Configure Genesys Agent Copilot natural language understanding · Configure Genesys Agent Copilot natural language understanding: save note · Checked 2026-10-01
34. 34
    The Agent Copilot NLU intent confidence threshold defaults to 0.4, and lowering it or adding training phrases is the documented fix when intent-based suggestions do not appear.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: Natural language understanding, Confidence threshold · Checked 2026-10-01
35. 35
    Only one Agent Copilot can be assigned to a queue, though one Agent Copilot can apply to several queues.

    Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: limits note · Checked 2026-10-01
36. 36
    Only one knowledge base can be assigned to an Agent Copilot.

    Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: limits note · Checked 2026-10-01
37. 37
    Only one script can be assigned to an Agent Copilot.

    Create a new Genesys Agent Copilot · Create a new Genesys Agent Copilot: limits note · Checked 2026-10-01
38. 38
    When the Agent Copilot panel does not appear, the documented causes are a missing Assistants > Copilot > View permission or no Agent Copilot assigned to the queue.

    Genesys Agent Copilot troubleshooting guide · Genesys Agent Copilot troubleshooting guide: Issues with Agent Copilot panel · Checked 2026-10-01
39. 39
    The Agent Copilot permissions article lists purchased Genesys AI Experience tokens as a prerequisite alongside a Genesys Cloud CX 1 to CX 4 license, without exempting CX 4, which conflicts with the licensing article's statement that CX 4 includes Agent Copilot.disputed

    Permissions and roles for Genesys Agent Copilot · Permissions and roles for Genesys Agent Copilot: Prerequisites · Checked 2026-10-01
40. 40
    A Copilot is assigned on the Queues tab via Assign Copilot, either enabling Auto-assign Copilot to all licensed agents or ticking individual agents and clicking Assign Copilot to agents, then Save Copilot.

    Configure queues for Genesys Agent Copilot · Configure queues for Genesys Agent Copilot: automatic and manual assignment · Checked 2026-10-01
41. 41
    Genesys Cloud performs Agent Copilot seat billing only for users with the necessary licenses and permissions, and the assignment count can exceed queue membership when assigned agents leave the queue.

    Configure queues for Genesys Agent Copilot · Configure queues for Genesys Agent Copilot: notes · Checked 2026-10-01
42. 42
    Switching a queue from automatic to manual Copilot assignment clears all existing agent assignments.

    Configure queues for Genesys Agent Copilot · Configure queues for Genesys Agent Copilot: notes · Checked 2026-10-01
43. 43
    If Agent Copilot transcription fails or conversation sections are missing on voice, Genesys says to ensure call recording is enabled on the external trunk; secure pause and refused recording consent also stop it.

    Genesys Agent Copilot troubleshooting guide · Genesys Agent Copilot troubleshooting guide: Issues with Agent Copilot on Voice · Checked 2026-10-01
44. 44
    Genesys Cloud provides an Agent Copilot administrator role granting access to Agent Copilot components including AI Studio summaries, assistants, knowledge, language understanding, routing and scripter functions.

    Permissions and roles for Genesys Agent Copilot · Permissions and roles for Genesys Agent Copilot: Agent Copilot administrator role · Checked 2026-10-01
45. 45
    Agents need the Agent Copilot Agent role, which grants panel viewing, summary access, suggestion feedback, checklists and knowledge search; only agents with it can view Copilot summaries.

    Permissions and roles for Genesys Agent Copilot · Permissions and roles for Genesys Agent Copilot: Agent Copilot Agent role · Checked 2026-10-01
46. 46
    An Agent Copilot rule can display a knowledge article, canned response, script page, checklist or a third-party action via the Notifications API.

    Configure Genesys Agent Copilot rules · Configure Genesys Agent Copilot rules: Display this to the agent · Checked 2026-10-01
47. 47
    The knowledge article rule action is unavailable when the Copilot uses a knowledge configuration.

    Configure Genesys Agent Copilot rules · Configure Genesys Agent Copilot rules: Knowledge article action · Checked 2026-10-01
48. 48
    Agent Copilot rules trigger on conversation starts, conversation transfers, conversation ends or a detected intent, optionally limited to customer or agent utterances.

    Configure Genesys Agent Copilot rules · Configure Genesys Agent Copilot rules: Rules engine tab, When this happens · Checked 2026-10-01
49. 49
    Genesys documents Agent Copilot setup as a series: create the Copilot, configure natural language understanding, configure rules, then assign queues.

    About Genesys Agent Copilot · About Genesys Agent Copilot: setup series links · Checked 2026-10-01
50. 50
    Genesys recommends starting NLU with simple trigger responses such as a greeting at conversation start and canned responses at the end, reviewing key knowledge areas, and tailoring the setup per queue.

    Best practices for your Agent Copilot initial deployment · Best practices for your Agent Copilot initial deployment: NLU; Knowledge base; Queue-specific configuration · Checked 2026-10-01
51. 51
    The transcription engine is chosen per dialect in a Speech and Text Analytics program, choosing Genesys Cloud Voice Transcription (default), Extended Voice Transcription Services or a Transcription Connector, then publishing the program.

    Configure voice transcription · Configure voice transcription: Transcription Engine section of program configuration · Checked 2026-10-01
52. 52
    Enabling the EnabledGlobally transcription setting transcribes all outbound campaigns and direct calls, with no way to select which numbers or campaigns are transcribed.

    Configure voice transcription · Configure voice transcription: /api/v2/routing/settings/transcription step (EnabledGlobally note) · Checked 2026-10-01
53. 53
    A custom summary configuration is created in AI Studio and attached in the Copilot's After call work settings, followed by Save Copilot.

    Assign a summary configuration to an Agent Copilot · Assign a summary configuration to an Agent Copilot: steps 1-4 · Checked 2026-10-01
54. 54
    Agents can create only one on-demand Agent Copilot summary per interaction.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: After-call work, Summarization (on-demand) · Checked 2026-10-01
55. 55
    Agent Copilot summary retention is set between one hour and 10 days, defaulting to 10 days, and applies only to newly generated summaries.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: After-call work, Summarization time to live · Checked 2026-10-01
56. 56
    Summaries in the wrong language are attributed to the expected language set incorrectly in the Copilot or flows, the trunk language locale on voice, or a conversation too short for language detection.

    Genesys Agent Copilot troubleshooting guide · Genesys Agent Copilot troubleshooting guide: Issues with Agent Copilot ACW panel, summary in wrong language · Checked 2026-10-01
57. 57
    Agent Copilot is metered at 60 AI Experience tokens per user per month for concurrent-licensed organizations.

    Genesys Cloud tokens model · Genesys Cloud tokens model: Genesys Cloud AI Experience metering details table, row Agent Copilot [concurrent] · Checked 2026-10-01
58. 58
    Each Genesys Cloud organization receives a free monthly token allocation, stated as 250 tokens for named organizations and 350 for concurrent organizations.

    Genesys Cloud tokens model · Genesys Cloud tokens model: Free token allocation · Checked 2026-10-01
59. 59
    Agent Copilot is metered at 40 AI Experience tokens per user per month for named-user organizations.

    Genesys Cloud tokens model · Genesys Cloud tokens model: Genesys Cloud AI Experience metering details table, row Agent Copilot [named] · Checked 2026-10-01
60. 60
    Genesys Cloud tokens renew monthly and unused tokens do not carry over to the next month.

    Genesys Cloud tokens model · Genesys Cloud tokens model: Token pricing / renewal · Checked 2026-10-01
61. 61
    Genesys Cloud voice transcription requires call recording to be enabled.

    Configure voice transcription · Configure voice transcription: Prerequisites · Checked 2026-10-01
62. 62
    Wrap-up code prediction requires each wrap-up code to have a description and to be assigned to the Copilot's queue; missing descriptions or assignments are the documented cause of no predictions.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: After-call work, Wrap-up codes · Checked 2026-10-01
63. 63
    Wrap-up codes are added under Menu > Digital and Telephony > Interactions Assets > Wrap-Up Codes and assigned to queues by editing the queue's Wrap-up Codes area under Menu > User Management > Queues.

    Wrap-up code administration · Wrap-up code administration: Add a wrap-up code; Add a wrap-up code to a queue · Checked 2026-10-01
64. 64
    Agent Copilot can suggest up to three predicted wrap-up codes when the agent begins after-call work.

    Configure Genesys Agent Copilot settings · Configure Genesys Agent Copilot settings: After-call work, Wrap-up codes · Checked 2026-10-01

Documents

Cite this page

WarmTransfer. (2026, October 1). Setting up Genesys Cloud Agent Copilot. WarmTransfer. https://warmtransfer.net/guides/genesys-cloud-agent-copilot-setup

@misc{warmtransfer-genesys-cloud-agent-copilot-setup,
  title  = {Setting up Genesys Cloud Agent Copilot},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/genesys-cloud-agent-copilot-setup},
  note   = {Verified 2026-10-01}
}