Genesys Cloud provides AI-powered agent assistance through Agent Copilot. It suggests responses and knowledge articles to agents during customer conversations. Key capabilities include real-time conversational guidance, knowledge search, and customer intent analysis. Admins can configure permissions and roles to grant access. The Agent Copilot administrator role provides full access while the Agent Copilot agent role grants necessary clearances for agents.
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Note: If your agents use Agent Assist, you must remove the Assistant > All permissions from their assigned permissions, as this contains Assistant > Copilot > View permission, and displays the new Copilot panel for them. Instead, add Assistant > Assistant > View and Assistant > Queue > View permissions for the agents.
Important: Administrators can add or remove permissions from roles, which can affect functionality. Make sure that all roles, default or customized, contain the permissions required for a specific function. For more information, see Roles and permissions overview.
Agent Copilot administrator role
The administrator role provides administrative access to the Agent Copilot components and services.
Agent UI > Default Panels > Edit
Agent UI > Default Panels > View
AI Studio > Summary > All permissions
Analytics > Agent Copilot Aggregate > All permissions
Analytics > Conversation Aggregate > All permissions
Analytics > Knowledge Aggregate > All permissions
Analytics > Tab Configurations > All permissions
Analytics > View Configurations > All permissions
Analytics > Flow Observation > View
Analytics > Queue Observation > View
Analytics > Summary Aggregate > View
Assistants > All permissions
Assistants > Queue-user assignments > View
Assistants > Queue-user assignments > Add
Authorization > License > View
Conversation > Suggestion > All permissions
Conversation > Utterance > All permissions
Conversation > Suggestion Engagement > All permissions
Conversation > Summary > All permissions
Conversation > Summary Feedback > All permissions
Conversation > Summary Engagement > All
Directory > User > View
Knowledge > All permissions
Knowledge > Search > Edit
Language Understanding > All permissions
Responses > All permissions
Routing > Queue > All permissions
Scripter > All permissions
Speech and text analytics > Dictionary term > View
Speech and text analytics > Dictionary term > Add
Speech and text analytics > Dictionary term > Edit
Speech and text analytics > Dictionary term > Delete
Web Deployments > Deployment > View
Architect > Dependency Tracking > View
Agent Copilot agent role
For your agents, the Agent Copilot Agent role provides the necessary access and clearances.
Agent UI > Default Panels > View
AI Studio > Summary > View
Assistants > Assistant > View
Assistants > Queue > View
Assistants > Copilot > View
Assistants > Queue-user assignments > View
Analytics > Conversation Detail > View
Analytics > Agent Conversation Detail > View
Conversation > Suggestion > View
Conversation > Utterance > View
Conversation > suggestionEngagement > Add
Conversation > Summary > View
Conversation > Summary Feedback > Add
Conversation > Summary Feedback > Edit
Conversation > Summary Engagement > Edit
Conversation > Agent Checklist > View
Conversation > Agent Checklist > Edit
External Contacts > Contact > View
Knowledge > Category > View
Knowledge > Context > View
Knowledge > Document > View
Knowledge > Document content copy > Add
Knowledge > Documents presented > Add
Knowledge > Document Version > View
Knowledge > Document View > Add
Knowledge > Feedback > All permissions
Knowledge > Knowledgebase > View, Search
Knowledge > Document Answer > View
Knowledge > Search > Edit (to view or manage feedback)
