Genesys Cloud - Main

For a few years now, Genesys has had "Genesys Cloud Agent Copilot," but get excited because at the end of April 2026, a new Copilot is releasing...and it's all for admins and supervisors. Product Marketing Director, Allison Castelot, shows us the demo ...

Hi Corey, From my understanding, the key detail might be here: "The 5 agents in the group are deactivated in the email queue." CGA controls which agents or groups are eligible for routing , but it doesn't override the agent's activation ...

Hi Luis, I don't have any real-world examples to share, but I would like to share how I would try to handle this. First of all, from what you are describing, I'm understanding that the customer stays connected to the agent on the voice interaction ...

Hey Gabriel. That's the point! If you start with top intents and find your way to "build" your copilot, you will have a successful case. ------------------------------ Arthur Pereira Reinoldes ------------------------------

Thank you all for the replies and insights. Our In-Queue routing is quite robust with many checks on Position in Queue, EWT, Language, etc with thresholds to fall back to secondary queues when necessary with higher priorities. Because of all of these ...

Hi Elisson, That's a great idea and will be very helpful. I voted. ------------------------------ --------------------- Edgar Dreger Senior Genesys Analyst --------------------- ------------------------------