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  • 1.  Agent Checklist and Knowledge not working for few users.

    Posted 4 hours ago

    Hello All,

    Could anyone please provide the step-by-step checks for an issue where Agent Copilot Checklist and Knowledge are not appearing for a few Copilot users?

    We have already verified that the affected users have been assigned the correct roles and permissions. However, they are still unable to see the Checklist and Knowledge features.

    Could you please advise on any additional settings, group memberships, queue assignments, licensing requirements, or other configuration checks that should be validated?

    Thanks in advance for your help.

    Regards,
    Nitin Patil


    #AICopilot(Agent,Supervisor,Admin)

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    Nitin Patil
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  • 2.  RE: Agent Checklist and Knowledge not working for few users.

    Posted 3 hours ago

    Hi Nitin,

    Since roles and permissions are already verified, here are the additional checks based on the official Genesys Agent Copilot troubleshooting guide:

    1. Queue Assignment

    Agent Copilot must be assigned to the queue the agent is handling interactions on. If it is not assigned to the correct queue, it will not appear for agents on that queue. Verify that the affected agents' queues all have the Copilot assigned - this is a common miss when only some agents are affected.

    2. Permission Check

    Verify that the affected agents have the Agent Copilot Agent role assigned. The key specific permissions required for Checklist and Knowledge to appear are Conversation > Agent Checklist > View and Edit, Knowledge > Knowledgebase > View and Search, Assistants > Copilot > View, and Agent UI > Default Panels > View. Having a general role is not sufficient if these specific permissions are missing.

    3. Agent Assist Conflict

    If the affected agents previously used Agent Assist, the Assistant > All permissions must be removed from their assigned permissions as this conflicts with and suppresses the Copilot panel. Instead add Assistant > Assistant > View and Assistant > Queue > View specifically. This could be the root cause if only some agents are affected.

    4. Prerequisites Check

    Before troubleshooting further, verify that the affected users meet the base prerequisites, a supported Genesys Cloud CX license (CX 1 through CX 4 with relevant add-ons) and purchased AI Experience tokens. If either of these is missing or not assigned to the specific users, Checklist and Knowledge features will not be available regardless of role or queue configuration.

    5. Knowledge Not Appearing

    Check that a Knowledge Base or Knowledge Configuration is assigned to the Copilot and that the confidence threshold is not set too high, which would reduce the number of articles surfaced to agents.

    Reference links:

    - Permissions and roles: https://help.genesys.cloud/articles/permissions-and-roles-for-genesys-agent-copilot/

    - Troubleshooting guide: https://help.genesys.cloud/articles/agent-copilot-troubleshooting/

    Hope this helps!



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    Phaneendra
    Technical Solutions Consultant
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